02-10-2018 10:07 AM - edited 02-10-2018 10:30 AM
Bought two (2) Lenovo 320 IdeaPads at Best Buy in November of 2017 and gave both as Christmas gifts to family members. Performed Windows 10 software updates (which took much longer than it should have despite wired LAN connection to FiOS 75mbps Internet connection) in early December 2017. Both laptops sat next to each other on office desk with similar usage patterns.
Suddently, the screen on one of the laptops went dim (almost black) after unplug and replugging in the device. Luckily, on both devices already had loaded a remote desktop software (TeamViewer) so I was able to connect to the Ideapad despite the dim/black screen to run diagnostics, update OS (again) and reload drivers.
Diagnostics and updates included: (1) Updated Windows, (2) Confirmed latest AMD Graphics Driver, (3) Confirmed latest Radeon Driver, (4) Checked Registry per Online Forum Instructions ... all of the above to no avail.
Contacted Lenovo customer support, received return authorization. Shipped device on on January 18, device received by Depot on January 20 according to USPS. On February 1, had not heard anything from Depot so I checked status of the repair. The online repair status said something along the lines of 'waiting for device' ... even though the device had been at the depot for over 10 days!
On Feburary 1 I started a 'Live Assistance' chat with Lenovo customer support and learned that the depot received the device on January 22 (two days after USPS delivered). Repair technician claims to have found a corroded connector which they claim is evidence of liquid spill damage and hence the warranty is void. (NOTE: there was never a liquid spill on the device any corrosion must be pre-existant). According to Live Assistance support person, the dim screen is due to a failed backlight (which is integral to the LCD) but because of the void warranty (due to alleged liquid spill damage as is allegedly evidenced by corrosion) the repair must be charged to customer. Because the repair must be charged to customer, the device has been sitting at the repair Depot -- EVEN THOUGH THE CUSTOMER HAS NOT BEEN CONTACTED TO DISCUSS THE ALLEGED CORROSION/LIQUID SPILL DAMAGE!?!?!?!?
I then asked for proof of the corrosion in the form picture evidence to be emailed to me. I was told by the Live Assistance chatter that I would receive a response in a couple of days. Here I am 10 days later with no picture of the corrosion damage in my email, nothing, nada! Moreover, when I contacted customer support earlier today (February 10), I was told there is no record of the afore-mentioned Feburary 1 Live Assistance chat session in the Service Order record.
All of the above begs the following questions (1) WHAT IS GOING ON AT LENOVO'S DEPOT? (2) WHY DIDN'T DEPOT UPDATE THE STATUS OF OF THE SERVICE ORDER AFTER RECEIVING DEVICE? (3) WHY MUST CUSTOMER INQUIRE OF DEPOT TO LEARN THAT DEPOT WILL NOT REPAIR UNDER WARRANTY DUE TO ALLEGED SPILL? (4) WHY CAN'T DEPOT FIND THE FEBRUARY 1 LIVE ASSISTANCE CHAT SESSION IN THE SERVICE ORDER LOG? (5) WHY DAN'T DEPOT SEND PROOF OF CORROSION -- IS IT BECAUSE THERE IS NO CORROSION -- OR WORSE, IS DEPOT FABRICATING THE CORROSION AND THAT EXPLAINS THE DELAY?
It appears (from reading online complaints and inquiries regarding a dim black screen on the IdeaPad 320, including this forum) that the IdeaPad dim and black screen issue is a very common problem. Could the dim screen be due to faulty components or incorrect manufacturer configuration of the IdeaPad 320?
I am curious if other IdeaPad 320 owners have been told that their device shows "corrosion" or other "evidence" of liquid spill damage when no liquid spill has occured. Perhaps others have been told by the Lenovo reapir Depot that their dim/black screen issue is a result of a liquid spill. Perhaps other users have had other problems that the Depot refuses to fix and they have been told that their warranty is void due to some alleged liquid corrosion. Perhaps others have asked for and not received evidence/proof by way of a photo of alleged corrosion. Curious if anyone else has had similar experience with Lenovo Customer support and repair depot?
02-10-2018 02:23 PM
02-21-2018 06:09 AM - last edited on 02-21-2018 09:01 AM by Majestic
So, the saga continues. It has been over a month now since I shipped this device to Lenovo - WARNING TO ANYONE THINKING OF SENDING THEIR LENOVO DEVICE INTO THE DEPOT ... IT IS A BLACK HOLE OF COMMUNICATION THAT YOU WILL LIKELY REGRET - and I have yet to receive a single email from them.
I requested a call back from Lenovo's call back center yesterday. Nothing, nada. Today I requested a call back and got one - surprise. I was informed on this call that Lenovo has sent me emails (as recently as last week). So I checked my inbox, nothing, nada!
Now I'm being asked for picture proof of what the unit looked like before I sent it in! Perhaps the water damage occured during shiptment - unlikely (rather impossible) given how I packed the device inside of Tyvek envelopes and cardboard maling boxes.
Lenovo's customer support is the worst imaginable. The only consolation here is that this device was "only" a couple hundred dollars and I am not going to be crying over a grand of my hard earned money! The clock is now ticking. I'm supposed to receive a call within 24 hours to see next steps.
This is a terrible joke. Lenovo Customer Support is a terrible joke. BUYER BEWARE! CAVEAT EMPTOR!
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