I have a P1 Gen 1 laptop with Better Onsite Support, which I decided to use when it became apparent my laptop throttles heavily when unplugged from an AC outlet. The other issue I had was the screen hinge was loose and the screen wobbled when on lap. I decided to ring up the support phone number and lodge my issue. This was over four months ago in October last year.

Since then I've been put through hell, not to mention untold lost hours on the phone, and lost productivity as I've been asked everything from running simple tests to full reformat, and overnight diagnostics along with photos and more tests. Every time I spoke to somebody on the phone, I requested to have a technician fix the computer as per my warranty only to repeat word for word my entire complaint to a different script staff member on a very bad VOIP line and thick accent which made listening really difficult at times. They would not send a technician until I did the scripted tests again - which I reminded them I already did. This kept dragging on until sometime in December 2021, when they finally did what I requested - sent a technician to repair the motherboard. 

Once this happened, the repairer also tried to fix the hinge and ended up cracking my screen as well. So there had to be another visit from a technician to re-repair the screen! More wasted time, but accidents to happen so there's that. However the motherboard got replaced. and after the tech left the CPU throttled to 10W once unplugged again! When the second technician came to fix the screen I showed him and ran all the tests with Intel XTU app, only to be told that Support will reach out and be in touch with me. So more wasted time, I didn't hear from "support" until this year when I rang again. And explained the problem, again. And ran more tests, again. And finally formatted and reimaged the computer, even though I said it's a hardware problem not a software problem.

Clean Windows install, and literally the same problem once more, so I'm advised to send in my laptop to Sydney from Melbourne back to depot to get it fixed. I ask if they will test the computer as well before they send it back to me, as I didn't think that another motherboard replacement would fix the throttling issue as this is either a BIOS problem or Lenovo's P1 Gen 1 simply has a defective design flaw. I am assured they will test it, so finally I have it sent. Week later without my laptop, and it arrives back but this time, not only is the performance worse but they have somehow downgraded my Windows licence to Home edition from Pro! The performance is throttled up to 35W when the machine is plugged in (should be at least 45W) and on battery it is between 10W-20W, in other words pathetic. Then I ring then the same day I got my broken laptop back to lodge another ticket, as the old one was marked as "done". In other words, I go through the same process again, ringing and explaining once more to a script empathy coach, sorry, Lenovo Support agent the whole story. This is end of January now, and I keep getting assured that somebody is looking into this etc.

Finally I get the Support Team to say "We will arrange next course of action for the refund process, kindly allowed within 24 hour for the an update." This was nearly two weeks ago... So here I am now, typing all of this so no future prospecting buyer ever choses a Lenovo product based on what I had to go through, and sadly a lot of other people on this board as well. 

So how do I make a complaint before  I reach out a legal body to force Lenovo to act? And in the process to get my full refund, including the warranty upgrade refund? 

Case number: 2005245666

Old case number: 2004334588 

Hello and welcome to Community,

I'm sorry that you haven't had a satisfactory experience with your system and the support you received failed expectations. Thanks for posting the case numbers, I was able to see that your case was escalated to Customer Relations on Feb. 11th and after reviewing the service history a Case Manager reached out to you on the 16th with a request for some details in order to move your case forwards. If you haven't received that email please let me know and I'll ask it be re-sent.

Hi Andy,

Thank you for your reply - can't say that has been the case for months now - that is until you intervened. I got an email for a Return Credit Note as I bought my machine from a reseller/e-teller shop, but would like to know what this means and why not a refund directly to a nominated account? Part of me is weary about dealing with Lenovo due to exceptionally poor service so far (bar your help of course), and if I agree to a RCN, what guarantees do I have that the original place of purchase will honour my refund? This seems sketchy and I have no information which I can google on how this works. Thanks in advance for helping! 

Hello,

As in some other countries the refund process for systems purchased through a reseller will be that the reseller is required to issue the refund to the customer and in turn will be refunded by Lenovo, this is not unusual. The return credit note informs the reseller of this and that the system, if pertinent, has already been received by Lenovo. Have you contacted your point of sale?

Hi Andy, thanks for the explanation. I have also asked the same questions to the person from Lenovo Customer Care who did reply to me as well, and now I have perfectly adequate responses with which I can go forward with.

I did reach out to the original reseller last week, who unfortunately still has not replied to my query. However I did not apply for the official return credit note via Lenovo when I asked the seller last week as I emailed him soon after my first contact with Lenovo Customer Care. Hypothetically what happens if receive the return credit and the seller does not respond? And on another note if I do hear back and return the machine for a refund, do you know if they return the laptop to Lenovo or do they resell it afterward? Sorry if both questions are out of the scope of this, I'm more curious about this process not to mention weary of being screwed out of my money for a faulty product. Thanks again for your assistance it is much appreciated. 

Hi Andy,

A small update, since last time I posted on here I still haven't received a refund, or RCN from Lenovo. I was assured that the process is quick and after I submit my email with consent for RCN I would receive the credit note which I would have to send away to the original e-seller for a refund or return. This was over three weeks ago now, and I'm still waiting! 

On top of that, the excuse I was given by Lenovo Customer Care is that my machine is registered in USA and for some reason that takes more time to load into the system as I'm in Australia.

Lastly I originally asked to get a refund for my extend warranty which I also purchased last year, but only to have it refunded after I resolve my problems with this laptop. This way I avoid having Lenovo or the e-seller reneging on laptop refund, and then being stuck with a broken machine without warranty! Well less than a day ago I received a RCN invoice for the warranty stating I will be paid in the 3-5 business days... except a) I didn't ask for this now and b) my credit card I originally used for warranty purchase is closed, which means I can't even receive the refund even if I wanted it! 

Can you please check what on earth is going on, and when will I get the RCN note or refund or whatever for my laptop - this is affecting my work, my free time and future laptop purchase since October last year, beyond a joke at this stage... 

Oh wow, I just checked under Lenovo Vantage, and my warranty has been cancelled!!! I still have a faulty computer and still waiting on Lenovo Customer Service to answer my emails... Pretty livid at this moment as I specifically asked them not to refund the warranty until after I've sorted my laptop issue with the sellers/Lenovo! 

This is poor form and really concerning - how do I get in touch with complaints as I would like to speak to anyone from this second-tier company. 

Hello,

As you are returning the system through your reseller there is no need for any warranty, it was cancelled in order to facilitate the refund for it which has processed successfully I have been told. You should address any questions you have to the Case Manager who has been in contact with you.

Hi Andy,

Thanks for reaching out regarding the warranty issue. While this now makes more sense, my same questions I also asked the Case Manager in three separate emails have not been answered.

When will I receive the RCN for my faulty Lenovo P1 Gen1 laptop?

I've asked this, and all I've been receiving in response from Case Manager is answers to first part of the emails regarding the warranty refund.

That is all I need to know as I've been battling with this broken laptop for five months now, and each time I'm using up my valuable time typing this... It's beyond frustrating at this point. 

Hello Andy,

It's nearly end of day today and I haven't heard back from Lenovo yet. Can you pm me a complaint phone number or a link to official complaints process with Lenovo Australia? Conversely can somebody also ring me from the company as this is getting a bit tired. Many thanks for your help!!