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lenovo_user2018
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Posts: 15
Registered: ‎06-13-2018
Location: US
Views: 64,044
Message 1 of 20

Official Complaint - unacceptable customer service

Shortly after buying a ThinkPad X1 Carbon in September 2017 from Lenovo's official website, I encountered hardware and software errors. Even though it was supposed to be brand new, the machine had to be shipped 3 times to the depot. I barely could use the machine, most of the time (over 3 months) was spent in depots and repair. 

 

In the last round of repairs, it took 2 months from sending the machine in for repairs to receiving it back! In fact, at one point the machine was sent back to me in an unrepaired state, wasting several weeks! This process involved spending hours on the phone, leaving voice messages with the NA case manager without a reply, and dead silence for over 4 weeks.

 

Clearly the machine I purchased was defective. And I was not able to use it consistently for over 5 months. Yet, no one at Lenovo I spoke to even has the courtesy to apologize, let alone issue a refund or send a new machine.

 

I am so disappointed by the service. If this were a car, Lenovo would be required by law to issue a refund! Has anyone else experienced this?

Administrator
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Location: SK
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Message 2 of 20

Re: Official Complaint - unacceptable customer service

Hello and welcome to the Community,

 

Sorry to have to read about your experience and sincerely hope that the system is now functioning as would be expected. If you should ever need to open a complaint you can do so by contacting support as you would do for a normal service request, you can then request the representative to escalate your case after providing your details and the current / most recent case number. They will then be in a position to open a complaint and also advise you in regard to any further steps in the process.

Andy


English Community Leader


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lenovo_user2018
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Posts: 15
Registered: ‎06-13-2018
Location: US
Views: 63,987
Message 3 of 20

Re: Official Complaint - unacceptable customer service

Thank you Andy. Lenovo escalated the case approximely 2 months ago. It was during this process that Lenovo sent back the machine in an unrepaired state. I also contacted the case manager several times beforehand leaving two voice messages, no reply back then. Since then, I received an email that they cannot issue a refund.

 

When I sent back the machine last time, I included a letter detailing my complaint and all relevant case numbers. No one followed up on my complaint (whether via phone or writing), which is why I am now reaching out to the public.

lenovo_user2018
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Registered: ‎06-13-2018
Location: US
Views: 63,844
Message 4 of 20

Re: Official Complaint - unacceptable customer service

Hi Andy, thanks for looking into the issue last week. What did you find out?

lenovo_user2018
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Posts: 15
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Views: 52,350
Message 5 of 20

How to file an Official Complaint - unacceptable customer service

Hi Andy,

 

Contrary to your earlier suggestion, support staff explicitly told me they cannot help with an official complaint when I called today. They transferred me to Sales. The only applicable option directed me back where I started, namely technical support, who could not help me. I also called Customer Care. None of the options were applicable.

 

I would like to file an official complaint, since my machine after 3 months of repairs and back and forth is still not working.

 

Many thanks.

Administrator
Administrator
Posts: 6,618
Registered: ‎09-03-2014
Location: SK
Views: 52,191
Message 6 of 20

Re: How to file an Official Complaint - unacceptable customer service

You have a case open and are in contact with a customer relations case manager, they are able to address any questions you may have. Please work with them towards finding a resolution.

Andy


English Community Leader


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 clicking on the star below their post awarding them Kudos


T430 2347-G7U W8 x64, Yoga 10 HD+, Tablet 1838-2BG, T61p 6460-67G W7 x64, T43p 2668-G2G XP, T23 2647-9LG XP, plus a few more.


Please don't ask me questions by Personal Message; questions belong in the forums.


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lenovo_user2018
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Posts: 15
Registered: ‎06-13-2018
Location: US
Views: 4,583
Message 7 of 20

Re: How to file an Official Complaint - unacceptable customer service

For the last three months I have been interacting with a NA Case Manager who is trying to "help" me with a defective machine:

 

    https://forums.lenovo.com/t5/General-Discussion/Official-Complaint-unacceptable-customer-service/m-p...

 

The machine has been sent over 4 times to the depot, still with the same problem.

 

I have given specific instructions to the NA Case Manager how to reproduce a problem, namely by re-installing the OS using a Lenovo-approved USB installer. But they do not seem very interested to actually admit that there is a problem.

 

I have now waited fo over 3 months to have the problem resolved. I am wondering who else I can contact within Lenovo. After over 3 months, the situation is getting absurd.

 

Admin note; post merged in, subject edited, keeping the conversation in one place.

Serrich
What's DOS?
Posts: 1
Registered: ‎07-20-2018
Location: US
Views: 4,212
Message 8 of 20

Re: Official Complaint - unacceptable customer service

I just bought a y520 on June 6th and it took them 2 weeks to deli er the desktop and the day it Came it crashed on me 6 times with blue screen of death I called tech support and they said either I replace the unit or have a tech,I feel they need to fix the issue and when i asked for replacement i specify that i don't want ground shipping, the agent I spoke to promised me that it won't be ground shipping and yet no surprise they send it by ground shipping. Lenovo has nom o respect for customer , I rather take my money to a provider who will do a good service 

I will never buy any lenovo product again 

bilbo2
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Posts: 1
Registered: ‎08-04-2018
Location: US
Views: 2,674
Message 9 of 20

Re: Official Complaint - unacceptable customer service

Did you explore complaining to outside consumer protectiona agencies. If so, who and with what results?

lenovo_user2018
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Posts: 15
Registered: ‎06-13-2018
Location: US
Views: 2,620
Message 10 of 20

Re: Official Complaint - unacceptable customer service

I am considering my options at this point, since I was able to consistently reproduce the issue, informed Lenovo about it, and they say they cannot reproduce the issue. A small claims court may be the way to go.

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