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3 Posts

02-02-2011

USA

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Y560: Deplorable Customer Service - accidental damage protection plan

2011-02-02, 17:21 PM

I am kicking myself for not doing my research before deciding which laptop to purchase.  Had I known Lenovo's customer service was as attrocious as this I would have gone with another company.

 

A week ago, my Y560 simply stopped working.  I called Lenovo's 24 hour customer service line, and was put in contact with a deceptively helpful man who told me to take my computer down to a local FedEx location and they'd pay to have it shipped and reppaired.  Wonderful.  He also asked if I'd like to purchase the accidental damage protection plan for $50.  I asked, several times, whether this would mean that I'd be covered if it turned out that accidental damage was the cause of my current problems.  Each time I asked, he answered in the affirmative.  So, great, $50 seemed like a reasonable price to cover my bases so I bought the plan.  I took the computer to FedEx and shipped the laptop to Lenovo without incident.

 

Cut to this morning.  I receive a call from Lenovo telling me that, lo and behold, my computer's problems are the result of accidental damage.  I am further informed that I will be expected to cough up a cool $360 to get my computer reparied.  Wait a minute, I thought I purchased the accidental damage plan.  What's this about $360?  The rep repeatedly asks me if I was told that the coverage would not have covered this current repair.  I repeatedly respond in the negative, and that I was told the exact opposite instead.  I was told that the insurance I purcahsed would cover this repair.  I am placed on hold while the rep "cross checks" my story.  Whatever that means.

 

At this point, the honorable thing to do would be to stand by your company's representations and make sure that your customer service reps are clear with the customers when they're trying to upsell them.  That is not what happened.  The rep came back on the line and proceeded to explain the theory of insurance to me by pointing out that I couldn't by homeowner's insurance after my house burned down.  Classy.  At this point I decided that I couldn't continue being polite.  I need this computer for work, and Lenovo had me over a barrel, so I reluctantly paid my Stupidity Fine just so I could get off the phone and avoid losing my composure.  I am told that my computer will be returned to me in two to three business days.  It had better work flawlessly.

 

I feel scammed.  I should have known better than to trust an upselling customer service rep.  Remember folks: if it sounds too good to be true, that's because it is.  I went with Lenovo because some of my friends and relatives have been loyal customers, and reported uniformly good things.  Sadly, I will not be able to join them in that tradition.


Moderator Note: Edited subject to match content.

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23 Posts

12-11-2007

Munising, Michigan, USA

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  • Message 2 of 5

Re: Deplorable Customer Service

2011-02-03, 15:34 PM
I've made two calls in a week's time. I've had excellent service. My experience over the past decade has been generally good, and plenty good enough to keep me coming back and buying a Thinkpad. Once or twice I may have wanted to pound my head against the wall, but by and a large I've been more than pleased with Lenovo's support.
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1022 Posts

01-07-2011

Sacramento, CA

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Re: Deplorable Customer Service

2011-02-05, 0:25 AM

Why would you think that plan would cover accidents in the past, do you expect an insurance company to cover your house because you buy fire insurance after it burns down? I also doubt that the rep you spoke to told you that the accidental damage plan would cover prior damage, this is even made clear in the terms.

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3 Posts

02-02-2011

USA

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  • Message 4 of 5

Re: Y560: Deplorable Customer Service - accidental damage protection plan

2011-02-05, 0:39 AM

Here's how it was pitched to me:

 

"We don't know what's wrong with your computer.  Maybe it's a defect.  Maybe it got knocked around in your bag once or twice or some moisture inadvertently got into it.  We're not going to know until it gets here.  Pay $50 right now, and we'll fix it up for you no matter what the source of the damage turns out to be."

 

It makes sense.  There's a chance they'll wind up fixing it for free since it's stil in-waranty, and there's a chance I wind up having to pay significantly more than $50.  So I'm willing to mitigate my risk by paying a little up front, and Lenovo gets some cash no matter what happens.  There were no terms read to me.  Just a sales pitch.  I realise now that I didn't get the product I was told I was getting.  So a Lenovo tech gets an upsale and Lenovo loses a customer.  They must be fine with whatever ratio they're getting on that front

 

Truth be told, it's kind of refreshing to be straight-up called a liar after all the insinuations.

 

Moderator Note: Edited subject to match content.

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37 Posts

05-18-2010

USA

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Re: Y560: Deplorable Customer Service - accidental damage protection plan

2011-02-08, 21:07 PM

Now out of curiousity, do you still happen to have the Sales reciept or purchase confirmation regarding the accidental damage coverage? In my knowledge of the process, if you can submit that to a warranty specialist, you should have the ability to have a service call created with that accidental damage protection and get the machine in for repairs. It's difficult sometimes dealing with a case that holds no paperwork.

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