12-18-2018 10:50 AM - edited 12-18-2018 10:56 AM
The sound card on my Yoga 920 died, and my laptop has been at Lenovo since 11/15. They initially sent my laptop back due to a missdiaganosis. I have been told they won't even recieve a new part until 1/1/2019. I have been assigned a customer care case manager, Delfina, who hasn't responded to my calls or emails for over a week. I'm traveling for the holidays and make use of the external GPU through thunderbolt 3, which is the primary reason I bought this laptop. I'm hoping this will get some attention so I can get some help. I've called normal customer service multiple times who have promised a callback from Customer Care Case Management within 24-48 hours multiple times. I just want to talk to someone to figure this out. Hopefully someone can help.
12-18-2018 12:25 PM
In behalf of the Community, I would like to extend assitance.
I would send you a private message where you can reply back with some personal information regarding the case. With the informations, I would be able to investigate further and re send back to you details that may help.
12-19-2018 11:51 AM
I was told my Case Manager is out of the office. Still no resolution. I have been consistently ignored by Lenovo. Lower level support has tried to help, but all they can do is send emails to the case managers who ignore me. This has been the worst customer service experience of my life. The only people who can help according to lower level support are the Customer Care Manager team in Raleigh NC, but they never answer their phones. Can someone please help me?
12-19-2018 02:05 PM
I believe the maangers from that department have assisted you extending the warranty and coordinating the repair facility for an expediate service so far.
We are still trying to get additional help here with the Community.
12-19-2018 02:44 PM
My warranty was extended by 6 months, and they put in an "expedite" request.
Here is why I am frustrated:
What is the point of being elevated to a Customer Care Manager if they never contact you to resolve your issues? For a 1.5 weeks I've been trying to contact Lenovo to get a loaner laptop. That is all, just something to hold me over the 7 week timeline to fix my laptop. Because of the broken customer support system the lower level service cannot authorize it, and everything must go through Customer Care Management in Raleigh NC. Since that team is completely unresponsive, nothing has been done to resolve my problems. I haven't been able to talk to a single person who is able to help.
12-21-2018 08:17 AM
Sorry that you had this delay in the service. There is always a backup person that would be able to see through the case in such event so I would suggest that you stay in contact as we are also here in the Community to assist you further in as much as we can.
There are folks working with your case behind the scene. This much I can assure.