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How do I file a complaint?

2017-02-17, 16:15 PM

RE account ID 1606697144     Tablet H******* (30)

 
The above tablet was taken for repair on 16th January.  It was not returned to me until the evening on 13th February.  When I got it back I opened it to see that the camera did not work - it was awful,  and that the tablet kept getting a white screen with black corners (photos attached)  As you can imagine, I was very upset.  These are NOT problems the tablet had when it was sent to your service department!   Your service people had had the tablet for one month, I called them every week to see what was happening and only got the tablet back a month later.... to see that it was in a much, much worse state than when it had been sent for repair a month earlier!! (its problem was that the camera would not open)
 
The very next morning (14th Feb) I contacted your online support - again.  Told them what had happened and he said we'll send it off to be fixed.  I said no. They had had the tablet for a whole month, and they sent it back MORE broken than it had been.  It was obviously a faulty unit or your service department are ridiculously inadequate.   I was not prepared to wait ANOTHER month and then for it to come back unrepaired, or even worse.... again.  The gentleman in the online support centre on 14th Feb cannot be faulted for his manner.  He said that the tablet had to be returned (again) in order for a new one to be approved.  He assured me that a courier would be contacting me in 1 to 2 days maximum in order to pick it up again.  He assured me of this and I agreed.
 
Well, this is the 3rd day and it is now 6.15 pm and still nothing.  I contacted your support again today, explained and gave them the details and they said that they would contact the depot and someone would definitely call me today and arrange pick up.  Well, obviously that too was a lie.  no call, no courier.   Tomorrow is Saturday so that then means that 7 days will have again passed. 
 
So, I wait.. again. and yet again it will be sent to the same people who did such a great job in breaking it, and yet again I will wait a month??  And yet again I have no tablet.   And do I assume that all this time will be added on to the guarantee? 
 
I cannot explain how very angry and disappointed I am. 
 
Admin edit; s/n edited to avoid possible abuse.
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2440 Posts

05-01-2010

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Re: How do I file a complaint?

2017-02-17, 19:59 PM





Microsoft MVP Consumer Security 2006-2016 / Windows Insider MVP 2016-Present
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15 Posts

02-09-2017

IE

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Re: How do I file a complaint?

2017-02-18, 16:32 PM

Hi,

 

sorry to hear this has happeneded to you too :(

 

ive had many people promise call backs and courier pick ups. None came through. 

 

Just horrible experience. Im waiting over a month now and i have had no word on my laptop repair. Its too long now that i have to take legal action agaisnt them.

 

 

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9812 Posts

09-04-2014

SK

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Re: How do I file a complaint?

2017-02-21, 11:47 AM

Hello ljp,

 

could you please let us know the status on this please, has your tablet been collected?  Just out of interest had they perhaps covered the camera with a protective film and not removed it; I presume the pictures you published were taken with the camera?

 

Andy

 

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Lenovo eServices

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6 Posts

02-17-2017

GR

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Re: How do I file a complaint?

2017-02-22, 10:25 AM

There was nothing over the camera.  And the white screen? 

They picked it up on Saturday 18th.  I am waiting to hear re my repalcement/refund.  I will NOT accept it being fixed again.

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9812 Posts

09-04-2014

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Re: How do I file a complaint?

2017-02-22, 19:13 PM
 

Andy

 

English Community Administrator
Lenovo eServices

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6 Posts

02-17-2017

GR

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Re: How do I file a complaint?

2017-02-23, 12:02 PM

Unbelievable!  They just called me from CPI - your repair people.  'we are sending the tablet back.  There is nothing wrong with it'  Seriously????  ' you had the camera on zoom and that is why it looks like that'  Honestly??  Seriously???  And what about the fact that the screen keeps disappearing and going white???  'well, you had it on zoom'   Huh???  I took the white screen photos OF my tablet WITH my mobile phone so show you what it looks like.  ' yes, you had it on zoom' 

 

So, Lenovo, please tell me what is going on?  Who do you have working for you?  I REFUSE to take this tablet back.  you have people who think the above white photos are taken with the tablet when they clearly SHOW the tablet, and that the photos taken in my lounge are perfectly fine. 

 

I am incredulous.  I really am.   

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6 Posts

02-17-2017

GR

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Re: How do I file a complaint?

2017-02-23, 12:09 PM

And FYI, the service ID numbers are 1606697144 (the first time - the first month) and 7024904236 the second time (now)  

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6 Posts

02-17-2017

GR

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Re: How do I file a complaint?

2017-03-01, 7:37 AM

the tech guy from CPI called me last week.  Appologised for the woman who had called me before.  They have now had it for 10 days.  It's Wednesday.  No news

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4308 Posts

11-18-2012

US

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Miix 300 - Warranty Service Issue

2017-03-03, 7:27 AM
.... Moved this post to its own thread.


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