03-30-2016 06:15 AM
Hi anyone have the same experience and pls advise ??
I have bough a C560 i7 all in one system last year Aug 2016. Begining of this month the screen appeared with a 4mm line running across the screen vertically. I called to the services Center (where is located in malaysia) . I was so pleased initally that the customer services rep called immediately day after my called to the services Center. A repair man being send to my house one week later to do the repair and the condition of the screen turn from bad to worst n the system totally black out. To cut the story short , the services Center and the repair guy email me and agree under good will to do a 1 to 1 replacement of the set if not the same but at lease compatable. After 1 week plus of investigation and the customer service agreed to do a replacement for AIO PC INTEL CORE I5-5200U4GB 1TB HDD . Beside the same memory on board n hard disk capacity of 1TB they downgraded the process from i7 to i5 and called it a compatable set??? Do anyone have the same experience? ? Any one can advise or share the similar experience and how should I go from here to claim my right or what contact number I can call to get my set back as it is down for almost 3 weeks?? Pls help and advise ? Very much appreciated !!
03-30-2016 06:39 AM
Welcome to the forum. Sorry to hear about your experience so far !
In the event that Lenovo cannot repair a system under warranty, a replacement may be offered and the intent is that it should be equal or better than the system that it replaces in all the key specifications. I understand and appreciate your concern over the downgrade in processor specifications.
I would contact service and let them know that you don't agree, and ask for the case to be escalated. We have regional Lenovo teams that can review the situation and work with you to find a resolution.
If you are not able to escalate through service, please send me a private message with your name, best phone number to reach you, and the system type and serial number and any service case number that you have. I'll try to arrange additional help for you.
04-04-2016 05:20 AM
Hi Mark ,
I have received a reply from the manager from the service center day after I posted in the forum. She had proposed a AIO 700-24ISH set replacement. Since under the specifications it is a i7 to i7 replacement I had accepted the proposal . 2 days after the email I have wrote to ask when will the replacement take place and guess what she replied me "
The stock for the new model is not available in the market, and as such I have loaded this directly from our plant and this may take up to 2-3 weeks." Is this the normal practice for lenovo to take such a long time to get the set replace? The set has been down almost 40 days till now ? Is there any way u could help me to escalate the process please ??
You can email directly to me if you can as currently I can only access the email via my mobile phone.
Many thanks in advance and looking forward to hear from you soon.
Thx n Regds