cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
choppyfish46
Fanfold Paper
Posts: 6
Registered: ‎01-04-2017
Location: US
Views: 493
Message 1 of 6

g50 80 laptop lenovo screen blank- lenovo is no helpand getting rep quote from sutherlandglobal

Purchased a g50 80 laptop lenovo and within 6 months the screen goes kaput.I connect external monitor and laptop is working , I check with lenovo and I am told that it is still under warranty and that I have to ship it to Lenovo facility in Kentucky .After shipping to Lenovo facility in Kentucky . I get an email from sutherlandglobal.com, and attached is a quotation of 265 $ to repair my laptop, in the notes it mentions that the screen is not covered under warranty because customer broken the screen ,anybody with the same problem--help

 

When I called in for lenovo support , I got an email which clearly states that Lenovo is going to cover the warranty and also ship my laptop back free of cost , but the quoatation i got from sutherlandglobal also tags along shipping cost , and yes I did try calling and finding out but the Phillipino call center does not know why that is the case, please help me understand what is going on 

Retired Support Specialist
Posts: 3,772
Registered: ‎12-24-2015
Location: IN
Views: 460
Message 2 of 6

Re: g50 80 laptop lenovo screen blank- lenovo is no helpand getting rep quote from sutherlandglobal

Hi there, Choppyfish  -

 

Thank you for writing in to the Lenovo Forum - happy to have you here today.

 

If you have Accidental Damage Protection (ADP), your unit will be covered under the warranty. Otherwise, you may get a price quote on how much it will cost to get the unit to its working condition.

 

In many cases you can escalate the issue if you suspect the damage is from defect in manufacturing and/or assembly.

 

You could also try to escalate the issue with the warranty support and see whether there is any leeway regarding the repair bill. 

 

Update us how it goes.

 

 

 

 

Regards,

 

Tap that kudos button if I helped 
If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! 

choppyfish46
Fanfold Paper
Posts: 6
Registered: ‎01-04-2017
Location: US
Views: 447
Message 3 of 6

Re: g50 80 laptop lenovo screen blank- lenovo is no helpand getting rep quote from sutherlandglobal

what do you mean by esclating ? how do i esclate  and y is lenovo assuming that I broke the screen ?

choppyfish46
Fanfold Paper
Posts: 6
Registered: ‎01-04-2017
Location: US
Views: 427
Message 4 of 6

Re: g50 80 laptop lenovo screen blank- lenovo is no helpand getting rep quote from sutherlandglobal

I got my laptop back and lo behold I got a cracked screen which was not there when I send the laptop to the repair centre.

Well guess what lenovo I have taken pictures before I shipped it .so how do I resolve this issue. 

 

I am thinking this is rampant and will eventually involve the AG .

Retired Support Specialist
Posts: 3,772
Registered: ‎12-24-2015
Location: IN
Views: 422
Message 5 of 6

Re: g50 80 laptop lenovo screen blank- lenovo is no helpand getting rep quote from sutherlandglobal

You can escalate a call to a complaint by requesting the CSR to do this for you using your current call number, just inform them that you wish to raise a complaint. They should then register the complaint resulting in you being contacted in about 3 working days from the escalation department.  Ensure that you keep a note of your current call number and the name of who you have spoken to; the complaint number will be issued by the escalation dept. when they contact you.

 

I understand that the damage to the display occurred during transport or after arrival at the service centre.

 

Update us how it goes.

 

 

 

 

Regards,

 

Tap that kudos button if I helped 
If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! 

choppyfish46
Fanfold Paper
Posts: 6
Registered: ‎01-04-2017
Location: US
Views: 370
Message 6 of 6

Re: g50 80 laptop lenovo screen blank- lenovo is no helpand getting rep quote from sutherlandglobal

Very disapointed with Lenovo service 

 

Got a call from a Lenovo SWAT team member and I had to ship my laptop this time to North Carolina .He closed my case which was pending in KY. That was in early Jan. My laptop reached the facility 01/23/2017 , it is 2/3/2017 no status update 

what can you expect from anybody at Lenovo. I realised that this is how Lenovo operates -- very disappointing to say the least and this is how your so called SWAT team operates with zero updates -- so after three months and coutless hours on the phone I do not have my own laptop and I do not know if and when I am going to get my laptop back before sending to depot.JPGbefore sending to Depotafter left hand top.jpgafter receiving from depot

 

Sombody went thru a lot of effort to break my screen and looks like this happens at lenovo all the time .. people you be the judge 

Check out current deals!


Shop current deals

Top Kudoed Authors