cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
lilmanmgf
Fanfold Paper
Posts: 12
Registered: ‎10-01-2013
Location: US
Views: 266
Message 1 of 6

Lenovo repairing Yoga 920 since 11/15. Lenovo Unresponsive. Please Help!

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.

Sr Support Specialist
Posts: 8,348
Registered: ‎11-30-2015
Location: PH
Views: 230
Message 2 of 6

Re: Lenovo repairing Yoga 920 since 11/15. Lenovo Unresponsive. Please Help!

Hi lilmanmgf,

 

Greetings.

 

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.

 

Regards



Did someone help you today? Press the star on the left to thank them with a Kudo!
If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! This will help the rest of the Community with similar issues identify the verified solution and benefit from it.

lilmanmgf
Fanfold Paper
Posts: 12
Registered: ‎10-01-2013
Location: US
Views: 193
Message 3 of 6

Re: Lenovo repairing Yoga 920 since 11/15. Lenovo Unresponsive. Please Help!

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?

Sr Support Specialist
Posts: 8,348
Registered: ‎11-30-2015
Location: PH
Views: 182
Message 4 of 6

Re: Lenovo repairing Yoga 920 since 11/15. Lenovo Unresponsive. Please Help!

Hi lilmanmgf,

 

Greetings.

 

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.

 

Regards



Did someone help you today? Press the star on the left to thank them with a Kudo!
If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! This will help the rest of the Community with similar issues identify the verified solution and benefit from it.

lilmanmgf
Fanfold Paper
Posts: 12
Registered: ‎10-01-2013
Location: US
Views: 177
Message 5 of 6

Re: Lenovo repairing Yoga 920 since 11/15. Lenovo Unresponsive. Please Help!

Spidey,

 

My warranty was extended by 6 months, and they put in an "expedite" request.

  • The parts won't arrive until 1/1/19. The expedite only speeds up the repair process. This does not help me with my current issue.
  • My laptop has been getting repaired by Lenovo since 11/15. I need a loaner laptop or some other alternative until my laptop is fixed.
  • At the current pace it will have been 7 weeks, almost 2 months for my laptop to be fixed.

Here is why I am frustrated:

 

  1. It will take 7 weeks for my laptop to be fixed
    1. I bought this laptop to use for extended trips, I'm leaving tomorrow to visit family for the holidays and because it's taken so long I wont have a computer.
  2. Complete lack of responsiveness from Levovo Customer Care Management
    1. Delfina was assigned to my case on 12/8. Since then I have recieved one email on 12/11, and she hasn't responded to any phone calls or emails
    2. Today I found out that she is out of the office all week for the holidays. I understand vacation, but all week lenovo support has been sending her "Urgent" messages to contact me which apparantely was a waste of time.
    3. Lenovo Support at the 877 Phone number say all phones for them to call the Raleigh office are down, so they have no way to contact them. 

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.

Sr Support Specialist
Posts: 8,348
Registered: ‎11-30-2015
Location: PH
Views: 133
Message 6 of 6

Re: Lenovo repairing Yoga 920 since 11/15. Lenovo Unresponsive. Please Help!

Hi lilmanmgf,

 

Greetings.

 

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.

 

Regards



Did someone help you today? Press the star on the left to thank them with a Kudo!
If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! This will help the rest of the Community with similar issues identify the verified solution and benefit from it.

Check out current deals!


Shop current deals

Top Kudoed Authors