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KKH1
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Posts: 6
Registered: ‎02-18-2019
Location: US
Views: 343
Message 1 of 9

Lenovo Support Never Sent Box?

Lenovo Support was going to repair my laptop. I think it something like 30 days the ticket expires if they do not recieve the laptop. The person I spoke to said they would send me a box and label to ship the computer. It has been 15 days now and still no box. I called customer service again a few days ago and the person I spoke to this time asked again if I have reset the computer (I dont know what that has to do with the box) but he didnt really answer the question. Did they just forget to send it? I'm wondering if this is just a way to get out of fixing it because my warranty was a up a few days after the problem occured?

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Message 2 of 9

Re: Lenovo Support Never Sent Box?

Hello KKH1, welcome to the Community,

 

I can assure it is not a way to get out of fixing it, the policy is as follows if a case is opened before the warranty has expired, and shortly after the warranty does expire, the case will be handled as when the system were still in warranty. If you would like to post the case number you received I should be able to arrange some assistance for you.

 

Andy

 

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KKH1
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Posts: 6
Registered: ‎02-18-2019
Location: US
Views: 235
Message 3 of 9

Re: Lenovo Support Never Sent Box?

I appreciate the reply and unfortunately, my suspicions were correct. It took over 20 days to get the box, I sent it in as soon as I got it. Then the next form of contact I received was a bill for almost $700. I am told on the phone that the parts were, in fact, defective and that my warranty has now expired. I would not have sent my computer out to another state if I hadn't been told I was covered by warranty. I now have a $1,300 defective paperweight and I will never, ever buy Lenovo again.

Service Order:7027708827

KKH1
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Posts: 6
Registered: ‎02-18-2019
Location: US
Views: 192
Message 4 of 9

Re: Lenovo Support Never Sent Box?

I would like to add an update: I received an email stating that Lenovo would cover the repairs under warranty, THEN exactly two minutes later I received another email about accidental damage to the LCD cover not being covered under warranty. I sent the computer in for a defective WiFi problem, there was nothing wrong with any other part of the computer. I sent an email with photographs of my computer but I am not getting a straight answer about what exactly is the damage they are referring to and at this point after sending the pictures I have not heard back about it at all.

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Message 5 of 9

Re: Lenovo Support Never Sent Box?

Hi KKH1,

 

Greetings.

 

Good to know that you have just received the update from the repair center.

 

I am currently working with the case and that it was release from hold status yesterday and that they are working on the repair of your machine. This repair would cover the issue with your wifi which I believe for the board and wlan card.

 

During the evaluation, the engineers may have noticed issues on the cover like scratches etc.. We are now waiting for updated report and is proceeding with the repair of your machine for the initial issue.

 

I would send you a private message as soon as they replied.

 

Regards 



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KKH1
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Registered: ‎02-18-2019
Location: US
Views: 177
Message 6 of 9

Re: Lenovo Support Never Sent Box?

Thank you for the update. Could I please have some more information about what is referred to as the LCD cover? Is this the screen or the outer casing? And if it is the outside, is it the top or bottom. Either way my computer was somehow mishandled during the repair because I have photographic proof that it was in beautifuly flawless condition. I take extremely good care of things wich is proven in the photographs I sent via email yesterday. The computer is stored in a hard case which rarely leaves my desk. The touch screen is used seldomly. The  vague and confusing communication of customer service reps, as well as the back and forth of contradictory mis-information is leading me to believe they are aware that the computer has been mishandled and are attempting to make me pay for the mistake.

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Message 7 of 9

Re: Lenovo Support Never Sent Box?

Hi KKH1,

 

I think some confusion was with the warranty since when you called in Feb 4 is that the warranty is already expired for a week and that a consideration for repair was made on your behalf.

 

The plastic cover on top which may also be the hinges that was checked. It is still not clear what the engineering have noticed with that part which I am currently waiting. I suggest that you reply to the email that was sent to you regarding the laptop top cover sending along the photos.

 

Regards

 



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KKH1
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Posts: 6
Registered: ‎02-18-2019
Location: US
Views: 157
Message 8 of 9

Re: Lenovo Support Never Sent Box?

Yes, I have cleared up the warranty issue and that's when two minutes after receiving an email stating that it will be covered under warranty I receive another email stating the computer was previously damaged, explanations of what they are referring to is still vague to nothing at this point. As stated in the previous post, I replied yesterday with photographs of the front, back, and screen area of the computer as well as asking again for information on what exactly is the damage they are referring to. That was when I stopped hearing back from the email.

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Registered: ‎11-30-2015
Location: PH
Views: 147
Message 9 of 9

Re: Lenovo Support Never Sent Box?

Hi KKH1,

 

Sorry that there was no immediate return email made but rest assured that I would join in the case to have things monitored for you. 

 

It is good that you had taken photos of the machine before sending as I am also curious as to what is the concern with the top cover since you assured them that it was sent in prestine condition.

 

Do not worry about the initial price quote as we are currently working with the repair of your machine. I will keep you notified as soon as updates come in.

 

Regards



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