04-04-2011 06:58 AM - edited 05-11-2011 12:44 PM
Bear with me. I am sick and haven't had much sleep this past week. Here's what has been going on.
When calling the initial customer support the call center agent was rude and silent. I had to ask "are you still there?"
EasyServ called me twice because what I wrote on the invoice did not match the description the guy put in. All he wrote was dead left speaker. Didn't even mention the screen, according to the repair depot people.
They replaced my defective screen with a new screen with a different defect. (LOL) The dead speaker was replaced with a defective speaker... Should I call that an improvement??? The bezel is squeaky as always. After all that it took 10 days at the repair depot and 2 days shipping to essentially only fix the nub.
I called the "Not completely satisfied Lenovo Support number" and sent it back in.
The repair depot called and asked for more information I think. Honestly speaking, I'm not too sure on this call. I'm calling them so much the events are beginning to blur together.
So they fixed the screen only after two tries. The speaker still has the same problem. And the bezel was not taken care of after two people at the repair depot said it would be fixed.
I called the "Not completely satisfied Lenovo Support number" The lady said the bezel problem was never entered in the computer and it might not be fixed because it's cosmetic. For Lenovo cutting back repair costs, I bet all the prepaid boxes back and forth could buy two bezels. She also said it would be bumped up to a higher level repair tier.
EasyServ called me Friday afternoon and left a voice-mail. Like a dummy, I tried to return the call on the weekend. They really need to setup their phones to tell people the office hours for (877) 273-7835. Would have been nice to mention the office hours on the voice-mail. I was on hold for 40 minutes before I Googled the office hours. Luckily I had a speakerphone and was doing other things while waiting.
I returned a call to the repair depot again just now. The techs couldn't find the speaker problem again. The screen bezel wasn't even looked at again. I was too flustered to ask if it was listed with the speaker problem. From this last conversation and the use of words and tone, I have a rather strong feeling they'll send it back unrepaired. I don't care if the repair depot can't reproduce the problem. I can. I can on Windows 7 off the hard drive. I can on openSUSE live DVD. I can on Unbuntu live CD. Do I have to make a youtube video or something to prove it? Maybe I'm just oversensitive and irate right now, but I had the feeling the lady I spoke with did not believe me.
Solved! Go to Solution.
04-05-2011 11:44 AM - edited 04-05-2011 12:18 PM
A Youtube video can be very useful to technicians. It's a great idea. Also, If you want, write a letter and put it inside your laptop.
I will report this thread to any Lenovo employee and maybe someone can lend you a hand. I remember you this is an user community, but sometimes there're a few Lenovo exployees helping here! Just be patient please.
Which system do you have? Can you tell us the exact name and model? What kind of Windows installation do you have? Factory installation or custom one?
04-05-2011 04:24 PM
04-07-2011 10:02 AM - edited 04-08-2011 09:26 PM
On April 4th I wrote, "From this last conversation and the use of words and tone, I have a rather strong feeling they'll send it back unrepaired. "
I was half right. They sent my laptop back unrepaired but as a bonus gift they damaged the bezel even more. The left speaker still has the same problem.
No Problem Found.
BROKEN PLASTICS/WEAR AND TEAR
It's not wear and tear since I had that problem from the first unboxing. It was only a problem on the left side. Now it's damaged on the right side. So not only did they refuse to replace the bezel. They broke it even further.
To make sure it wasn't an OS specific problem I tried it with Ubuntu 10.10 instead of the others listed above
As I type this on the laptop.
Current state of this request: active
Status Status Date/time received Time zone Description
|OS||04/04/2011 07:08:00||E||Machine being repaired|
|HF||04/01/2011 13:15:00||E||Hold for customer information|
|OS||03/31/2011 08:35:00||E||Machine being repaired|
|AK||03/25/2011 15:36:00||E||Carrier processing request to ship container|
|AK||03/25/2011 13:12:00||E||Carrier processing request to ship container|
04-09-2011 05:03 AM
Sorry about all this - I've replied on your other thread about the DVD left in the drive too...
Can you send me a PM with your contact details ? (name, address, phone, MT/Serial, and your depot case # would be great)
I'd like to bring this in for us to have a look at rather than sending back to the depot again. We can get this resolved.
Apologies again for the hassle. Thanks for the great summary in your first post and for the videos. Very helpful.
04-09-2011 10:00 AM - edited 04-14-2011 12:22 PM
Thanks for the reply mark. Just sent a PM.
I hope the left vs. right speaker videos captured the speaker problem enough. It's was recorded on a sucky point and shoot.
Edit added 4/14:
I just spoke with a really nice lady named Doris from customer relations. I'm feeling optomistic.
05-11-2011 09:57 AM - edited 05-17-2011 12:31 PM
Mailed in the third week of April for repair.
I had to leave the state for a week to a week an a half starting on 05/04 and just got back. It came today.
I left a voicemail for Doris on 04/29 with her prerecorded message saying she's on vacation til 05/02. I asked if the laptop would be back before 05/04 so I could take it with me. On her prerecorded message there was an emergency backup for someone named Craig. I left a voicemail on 04/30 on his machine. It has been over a full business week and no return phonecall, but I don't need a callback anymore.
The bezel is fixed yet the sound problem remains. I don't think its the testclip that is the problem. The clip is just the tail end of a random video downmixed to single channel audio. At half volume, the left speaker has distortions versus the right which is perfect. It also sounds good on an Acer laptop. I may upload a video showing the problem if I have the ambition later.
Honestly speaking i'm worn out with Lenovo and the whole process. Somehow the set of UPS/FedEX return boxes turned into an impromptu coffeetable. Looking at it makes me feel tired. Not angry just tired. I don't even know if I have the energy to send it in again. Oh wow it May already and I first had problems in February. The weather went from shoveling snow to jumping in a pool already.
Does anybody know of an inherent flaw with the left speaker? Be it the current batch of speakers, the wiring that connects them, the motherboard connection, the chassis that holds it, etc? Because if three people at the EasyServ repair depot cannot fix it and the senior technician who attempted repair cannot, i'm beginning to wonder if it's not the skill that's lacking but rather the part quality.
There may be a problem with the fingerprint reader now. link
The Bluetooth may be missing. link
TouchPad problem... link
To sum it up:
I don't think i'll check further for more problems tonight... I think i'll go out for pizza and get me some vodka .