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Zebracar1
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Posts: 11
Registered: ‎01-08-2019
Location: US
Views: 666
Message 1 of 17

Horrible warranty repair service escalated case manager not responding

I sent my tablet in for warranty repair and it was received by the Depot on November 30 2018. It was looked at and repair was put on hold waiting on parts. Here it is January 8 2019 and it is still waiting on parts. I was guaranteed a 9 day turn around time as this unit is used for a business. I have spent over 8 hours on multiple phone calls with no resolution. I was only told that parts normally take 3 to 4 weeks to get. That time has come and gone. On December 26 2018 I was told it was escalated to a case manager to get a new replacement unit sent out to me and I would receive a call within 5 business days. Never heard from anyone. I called back on January 3 2019 and was told that it was escalated and would hear from a case manager in 24 to 48 hours. Never heard from anyone. I called back again on January 7 2019 and was then told that the escalation was for a warranty extension and not to get a new unit sent. I was then told that it is now escalated to get the new replacement unit sent but will have to wait 3 business days again to be contacted by a case manager. I don't see getting contacted as it has not happened yet as I have been promised. Something need to get done as I need this unit for my business and am losing work due to it not being repaired and a new unit that was promised over three weeks ago still not being sent. To say the least this is frustrating being told something different by every person I talk to. If I do not get a call from a case manager to get a replacement unit by 1/9/2019 I will have to start calling in every day until I can get in contact with a case manager as the time my unit has been gone way exceeds what I was told and the lost revenue due to it is starting to pile up. What do I need to do to get this expedited as I have waited long enough. If this does not get resolved soon I will be forced to take other actions to get it resolved.

I was told the escalated case number to get a replacement machine is 8012171263.

Zebracar1
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Posts: 11
Registered: ‎01-08-2019
Location: US
Views: 581
Message 2 of 17

Re: Horrible warranty repair service escalated case manager not responding

I hope that someone from Lenovo will reply to this post to get a reolution to this matter.

Sr Support Specialist
Posts: 7,951
Registered: ‎11-30-2015
Location: PH
Views: 571
Message 3 of 17

Re: Horrible warranty repair service escalated case manager not responding

Hi Zebracar1,

 

Welcome to the Community Forums.

 

Sorry to read such experience.

 

In behalf of our Community, allow me to extend assistance in investigating the case for you. I would need detail information in private. I will send you a private message (orange balloon under messages on top next to your profile name) that you can reply so I can take a lead on the matter.

 

Hope to read from you soon.

 

Regards



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Zebracar1
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Posts: 11
Registered: ‎01-08-2019
Location: US
Views: 551
Message 4 of 17

Re: Horrible warranty repair service escalated case manager not responding

Hello,

 

I have sent you the information requested by private message.

 

Thank you for looking into this. This has went on way to long. I was promised a 9 day turn around time and have been without for my business since November 30. I have also been mislead on many of my phone calls. I was supposed to be escalated to a customer relations manager to get a new replacement unit on December 26, 2018. I have since called on January 3, 2019 and was told that it was escalated to get a new replacement unit and that someone should have contacted me but they escalated it higher and I would receive a call within 24 to 48 hours. The call never came so I called back on January 7, 2019 and the person I spoke to said it had been escalated for a warranty extension and not for a new replacement unit. Not what I was told on the previous call. The last call I was told it was now escalated for a new replacement unit. I have called many times before this and have been given different stories about the repair every time. I am frustrated and angry that I was told 9 days which was OK to not have my business machine. Now heading towards two months and I am now struggling without the unit I bought for that purpose. I bought the most expensive model for my business and would have thought that if there was a problem that things would be a little better than what has transpired so far. Please let me know what is going to be done ASAP. I am tired of hearing someone will call me within 3 business days as I wait and then never get any call or email. 

Brizzak
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Posts: 2
Registered: ‎01-08-2019
Location: CA
Views: 538
Message 5 of 17

Re: Horrible warranty repair service escalated case manager not responding

I'm in the exact same boat as you. I feel your pain.

Sr Support Specialist
Posts: 7,951
Registered: ‎11-30-2015
Location: PH
Views: 493
Message 6 of 17

Re: Horrible warranty repair service escalated case manager not responding

Hi Zebracar1,

 

Greetings.

 

Allow me to take the lead in assuring you that this case gets to that department. I got your information and will send you the update allow with a special ticket number.

 

@Brizzak

If there is anything that I can also assist you in your case, please don't hesitate to private message me. Let me see what we can do here in the Community.

 

Regards



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If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! This will help the rest of the Community with similar issues identify the verified solution and benefit from it.

Zebracar1
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Posts: 11
Registered: ‎01-08-2019
Location: US
Views: 485
Message 7 of 17

Re: Horrible warranty repair service escalated case manager not responding

Thank you. Please let me know how long this will take as I need the new unit ASAP for my  business. I will be awaiting your reply with the info.

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Zebracar1
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Posts: 11
Registered: ‎01-08-2019
Location: US
Views: 401
Message 8 of 17

Re: Horrible warranty repair service escalated case manager not responding

I recived an email from Lenovo stating my case was assigned to a case manager and that I would be contacted today. Hopefully this happens as I have been told this before with no contact.

Sr Support Specialist
Posts: 7,951
Registered: ‎11-30-2015
Location: PH
Views: 382
Message 9 of 17

Re: Horrible warranty repair service escalated case manager not responding

Hi Zebracar1,

 

Greetings.

 

The ticket that was created for you as verified by the email you have received is a confirmation that we have this event reported here in the Community on its process.

 

Rest assured that we are also with you monitoring how the case goes.

Please don't hesitate to provide us other details of your concerns.

 

If the information is sensitive, I suggest to have me sent a message privately.

 

Regards



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If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! This will help the rest of the Community with similar issues identify the verified solution and benefit from it.

Zebracar1
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Posts: 11
Registered: ‎01-08-2019
Location: US
Views: 378
Message 10 of 17

Re: Horrible warranty repair service escalated case manager not responding

The email stated that I would be contacted today by my case manager. Also I now see that my current status of repair show that it was cancelled today and is resolved. What is going on with that? Nothing has been resolved with me yet. 

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