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03-16-2016

United States of America

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What Is Happening With Lenovo Support???

2018-11-08, 17:26 PM

I purchased my P50 in March 2016 with a 3 yr Onsite Warranty and Accidental damage.  A little over 2 weeks ago my fingerprint reader died.  I called tech support and they put in for an onsite repair.  That was Wednesday Oct. 24th. 

 

I didn't hear anything so the following Monday I made a follow up call.  I was told that the service tech received my replacement parts on Friday Oct. 26th.  It's been over 2 weeks and I still haven't got a call from the service tech to schedule to come out and do the repair.

 

I've been calling every 2 or 3 days and keep getting told that they will follow up.  The last time I called they said they elevated it to IBM service manager and I should get a call back within 2 hours.  That was 2 days ago.

 

I even requested that they send me the replacement parts and I would do the repair myself.  (I'm a retired I.T. professional). They refused saying it's not field replaceable by a user.

 

I wouldn't even mind so much waiting for a tech to come out if they would at least contact me and give me an e.t.a of when the service tech would be available to come out and do the repair. 

 

In my over 25 years in I.T., I never experienced customer support this poor from a company.  Is this now typical of Lenovo customer service or am I just lucky?

 

Mike

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10549 Posts

09-04-2014

Slovakia

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Re: What Is Happening With Lenovo Support???

2018-11-08, 18:48 PM

Thanks for posting the case number, I'll see what I can find out for you in order to get things moving in the right direction.

 

Andy

 

English Community Administrator
Lenovo eServices

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10549 Posts

09-04-2014

Slovakia

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  • Message 2 of 6

Re: What Is Happening With Lenovo Support???

2018-11-08, 18:27 PM

Hi Gateman,

 

Could I ask you to please post your case number, knowing it will enable me to find out more details as to exactly what is happening in respect to your service case.

 

Thanks in advance

 

 

Andy

 

English Community Administrator
Lenovo eServices

Please remember to come back and mark the post that you feel solved your question as the solution, it earns the member + points 
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64 Posts

03-16-2016

United States of America

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  • Posts: 64
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Re: What Is Happening With Lenovo Support???

2018-11-08, 18:34 PM

Sure. I would appreciate you checking into this.

Service Request#:4076DL4

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10549 Posts

09-04-2014

Slovakia

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  • Message 4 of 6

Re: What Is Happening With Lenovo Support???

2018-11-08, 18:48 PM

Thanks for posting the case number, I'll see what I can find out for you in order to get things moving in the right direction.

 

Andy

 

English Community Administrator
Lenovo eServices

Please remember to come back and mark the post that you feel solved your question as the solution, it earns the member + points 
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64 Posts

03-16-2016

United States of America

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5585 Page Views

  • Posts: 64
  • Registered: ‎03-16-2016
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  • Message 5 of 6

Re: What Is Happening With Lenovo Support???

2018-11-09, 21:31 PM
Thanks for your help Andy. The service tech called me this morning. He has been here and gone.

Mike
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10549 Posts

09-04-2014

Slovakia

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  • Posts: 10549
  • Registered: ‎09-04-2014
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  • Message 6 of 6

Re: What Is Happening With Lenovo Support???

2019-06-03, 11:17 AM
 

Andy

 

English Community Administrator
Lenovo eServices

Please remember to come back and mark the post that you feel solved your question as the solution, it earns the member + points 
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