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2 Posts

08-23-2018

US

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Lenovo Repair Service a joke?

2018-08-23, 1:24 AM

Purchased a brand new ThinkPad X1 Carbon (6th Gen) 3 months ago from here. Had to push them to send the laptop to begin with. The laptop itself served its purpose until I had an unfortunate spill accident. The laptop went completely blank and dead instantly. I understand the warranty dosent cover the spill damage, however, the repair center quoted me $700 for the repair. Thats almost enough for me to buy a new laptop. When I asked for an itemized bill to show me how they generate this quote, they simply told me, that's impossible, this is a standard quote to fix my laptop. I asked to buy parts to repair it myself, they quoted me $1500. At this point, I felt like been trolled. I didn't even pay $1500 for the brand new laptop. Is this the quality of Lenovo's repair service? Basically Lenovo is telling me that if you spill damage your 3 mos old laptop, you should just toss it in the trash and buy a new one, too bad for you! First and last time lenovo laptop buyer.  Think twice before you buy a Lenovo laptop.

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5424 Posts

04-19-2012

SK

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Re: Lenovo Repair Service a joke?

2018-08-23, 15:00 PM

Hi ,

 

Can you send me a private message with your serial number and machine type number?

 

I will have a look at this for you.




Miguel Gonzalez
EMEA Consumer Technical Trainer


Lenovo Slovakia


 


 


 




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1 Posts

07-01-2018

US

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Re: Lenovo Repair Service a joke?

2019-02-11, 6:28 AM

The Lenovo Repair Service is without a doubt a joke.  I purchased the accidental damage as well as the three year warranty and I expected pretty good service for my payment.  Six months ago, I cracked the screen and contacted Lenovo and they sent a repair technician to my apt.  The technician went on to damage the screen more rendering my computer unusable and said that he would return with a replacement screen.  Several days later he went on to repair the screen but the computer was unable to boot up.  At this point he decided to replace the motherboard and hardrive.  After replacing these the computer still wouldn't start up.  With an unusable computer and several attempts to fix it over the phone with Lenovo I sent it in to be repaired.  They sent me back a computer (without my charger) but the sound doesn't work.  To try and fix the sound I tried everything I could think of including a factory reset due to the fact that I didn't have any files on my computer (thanks repair technician).  After doing this the battery life decreased to around 2 hours or less.  I guess what I am saying is Lenovo computers are great but it might be worth it to just buy a new product rather than deal with Lenovo warranty services.

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0 Posts

02-11-2020

US

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Re: Lenovo Repair Service a joke?

2020-02-12, 4:10 AM

Same thing here, Lenovo received my product 1/28, was originally told 5 business days, after 5 days I was told by the end of the week, then 9 days, then maybe they would have an update next Monday or Tuesday, then three more business days. Today I requested the return the computer un repaired it's only a keyboard, I can plug a USB one in until I can get it to best buy, a place that might actually want my business. I was told I will have it back in three business days. Not holding my breath

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1 Posts

06-15-2020

IN

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Re:Lenovo Repair Service a joke?

2020-06-15, 5:51 AM
The same happened to me lol. Without even looking the serviceman said its a damaged one sorry we can't repair even though it is in warranty. And it's a hinge damage which is not accidental. I believe they are scamming people.
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1 Posts

01-04-2021

US

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Re:Lenovo Repair Service a joke?

2021-01-04, 18:02 PM

I am so disappointed in the Lenovo Repair Service. Every time I check the status of my son's ideapad (that he needs for online school!) all it says is "in progress" and no one can give me any other information or give me any sort of time frame. Today I called and spoke with someone that said she was transferring me to a manger. While on hold I could hear yelling and screaming, and yet no one ever picked up the call. I have not been able to get any where with any one. I understand covid and delays. I don't understand lack of professionalism and bad customer service. I will not stop until this is resolved and will continue to let everyone know about my experience with this company. 

 

 

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1 Posts

01-05-2021

US

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Re:Lenovo Repair Service a joke?

2021-01-05, 1:31 AM

I have resisted posting this. I have been trying to be patient. I have a "premiere warranty," case that has been going on with Lenovo since approximately 12/7/2020. It began with the failure of my camera/microphone, followed by my touch screen, and more. I have had five tech calls from Worldwide Tech (WWT), none of which came in the appropriate timing next-day/two-day. It's been weeks. I will say the the WWT technicians have been great, friendly, caring, and dedicated. I have spent countless hours on the phone with tech support and never has a tech support manager called me as I have requested numerous times. As of today, I still have not heard from Lenovo, although the Senior person, at WWT says he escalated it to the Lenovo program manager who has the initials DB. I am being professional by not putting DB's name out. Anyway, at this point, no one would want the melon of a Yoga s740 that is under one-year-old. I highly discourage anyone considering a Lenovo to look carefully! They have not met their warranty or support responsibilities. They do not seem to give a darn that I rely on my computer to provide Telehealth services to my clients. Yes, I recognize COVID is in part to blame. But not this much. There's been so much error, delay, lack of respect and that is Lenovo, not COVID-19. 

 

Now it's super scary to look at all the reviews out there of customers just like me. I heard social media was the only way to get to Lenovo. Based on the results others are having I'm not sure what will help.

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9812 Posts

09-04-2014

SK

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Re:Lenovo Repair Service a joke?

2021-01-05, 14:47 PM

Hello,

If you are dissatisfied with the level of service you have received you can request the Call Centre to escalate your case to a complaint, different to a Call Centre escalation, on the grounds that you are dissatisfied because of the delay. You will need to provide the Call Centre Representative with your current case number along with personal details and they will then be able to open a complaint on your behalf and explain any further steps in the process.

 

Andy

 

English Community Administrator
Lenovo eServices

Please remember to come back and mark the post that you feel solved your question as the solution, it earns the member + points 
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.


Using Browser Search to find your answers in Lenovo and Moto Community
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5 Posts

09-28-2020

CA

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Re:Lenovo Repair Service a joke?

2021-01-08, 16:07 PM

Hi

I am going through the same situation. Running from pillar to post, raising tickets, dealing with multiple case managers, having multiple repairs done from 2020 September.

I reside in Canada, bought the Yoga premium laptop in June with 4 year Premium care support. The laptop crashes and had several other issues. I end up waiting weeks and months to get some response when the premium care promises onsite fixes in 1 business day. I am fed up, would rather break this piece of crap to have piece of mind, rather than going through this stress.

 

Please share any channels through social media that you have mentioned to get the issue escalated.

I tried my best to get a higher management contact in Lenovo to talk to, but they wont let you go beyond the case manager. I tried to get some from googling, but didnt.

The case managers do not hep in anyway, what I get from them is apology and last reply was "I dont know what happened"!!  I end up calling the support again and raising tickets. I hope they better read what they have published in their website - especially about the premium care and support - and commit to it.

 

Sick and tired of this.

 

 

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3 Posts

01-14-2021

GB

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  • Message 10 of 10

Re:Lenovo Repair Service a joke?

2021-01-14, 0:40 AM

Hey, so I've just got a repair opened and am thinking twice about letting them take my device. From reading all these posts, and the yelling and screaming, it sounds like something is going catastrophically wrong behind the scenes at lenovo currently... Always been known for bad customer service but the amount of people missing devices right now is really suspicious...

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