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8 Posts

06-11-2019

CA

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Contacting Tier 2 Hardware support

2020-06-13, 0:10 AM

I'm trying to get a hold of tier 2 hardware support for a BIOS issue on a ThinkCentre desktop. I'm trying to enable multi monitor support within the BIOS of an M725s but the option seems to be missing. I've opened multiple support tickets with Lenovo. I just get transferred between Tier 1 software and hardware support. They told me I has getting escalated to tier 2 and they sent me to premiere (paid) support. They don't even deal with hardware issues. Tier 1 support in Atlanta seems to do everything possible to not escalate the issue to tier 2. Or they're not allowed to escalate without repercussions? Or tier 2 doesn't exist? The tier 1 agents are way out of their league. They say a manager is going to call me back. It's a black hole...

 

I've opened a forum post in the ThinkCentre forum (https://forums.lenovo.com/t5/ThinkCentre-A-E-M-S-Series/ThinkCentre-M725s-Multi-Monitor-Support-in-BIOS-Missing/m-p/5019178).

All the options there were exhausted.

 

Where do we go from here?

 

PS We are a Lenovo Partner and quite well versed in Lenovo support and hardware. I'm a tier 3 support agent for our company.

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8216 Posts

09-04-2014

SK

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Re:Contacting Tier 2 Hardware support

2020-06-16, 10:13 AM

Hello @jimmer63 

 

Could I ask you to provide your full MTM and the Lenovo option number for the graphics card  you are using, I'll see what I can find out for you but normally there is no way to gain direct access to L2 Engineering without having a service case open which concerns multiple systems. You would also need to go through a 1.5 Engineer first.

 

Andy

 

English Community Administrator
Lenovo eServices

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8 Posts

06-11-2019

CA

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  • Posts: 8
  • Registered: ‎06-11-2019
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  • Message 3 of 6

Re:Contacting Tier 2 Hardware support

2020-06-23, 17:19 PM

My ticket number is 40BHMZY. MTM is 10VT000JUS. I'm using a GeForce 1030 video card this an aftermarket card that the forums indicated was a compatible card. It works fine when PEG is activated in the BIOS. How would I get a hold of a tier 1.5 tech? 

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8 Posts

06-11-2019

CA

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  • Posts: 8
  • Registered: ‎06-11-2019
  • Location: CA
  • Views: 112
  • Message 4 of 6

Re:Contacting Tier 2 Hardware support

2020-06-30, 19:02 PM

Any update?

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8 Posts

06-11-2019

CA

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  • Posts: 8
  • Registered: ‎06-11-2019
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  • Message 5 of 6

Re:Contacting Tier 2 Hardware support

2020-07-15, 22:40 PM

@Andy_Lenovo were you able to contact someone for me?

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8216 Posts

09-04-2014

SK

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  • Message 6 of 6

Re:Contacting Tier 2 Hardware support

2020-07-16, 10:29 AM

Hello,

 

No not yet and unfortunately there is no BIOS simulator for that system to reference and the labs where I am don't have a system of that type.

 

Andy

 

English Community Administrator
Lenovo eServices

Please remember to come back and mark the post that you feel answered your question as the solution. 
Did you find a post helpfull? You can thank the member by awarding them a Thumbs Up
 

Please don't ask me questions by Personal Message; questions belong in the forums.
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