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debbiek88
What's DOS?
Posts: 1
Registered: ‎10-09-2019
Location: US
Views: 107
Message 1 of 2

Brand new laptop stopped working -- cannot reach customer service

On 9/23/19 I purchased an IdeaPad L340. I was delivered on 9/26. On 9/29 it shut down suddenly and won't restart. I put in a service request and received a response that I would be receiving further instructions in 30 minutes or so. I never received any further communication and I did check my spam folder. I then tried to chat online. I tried twice and waited over 45 minutes, continually being told things like I was the 5th caller in line and average wait time was 5 minutes or variations of that. I was never connected to anyone and both times received a message after the lengthy wait that there was no one available to chat. I tried to call but received a message that I should contact them online. I put in another service request and this time received an email stating "Thank you for contacting us. Unfortunately, your service request could not be created automatically by our system. In order to expedite your service, please request a Callback from Lenovo at www.lenovo.com/contact." When I went to the link it asked for my laptop's serial number and when I entered it it told me the callback option wasn't available for my product. 

 

Is there any other way to reach this company? At this point I just want a refund as I don't want to have to deal with customer service for this product. 

Sr Support Specialist
Posts: 9,661
Registered: ‎11-30-2015
Location: PH
Views: 91
Message 2 of 2

Re: Brand new laptop stopped working -- cannot reach customer service

Hi debbiek88,

 

Welcome to the Community Forums.

 

I would suggest calling them directly. Contact technical support first as they maybe able to create you a case ticket number informing of issue.

 

They are open 24/7 so calling on a non critical hour where most folks would not be calling much usually works for some just like avoiding traffic.

 

You can try powering down the laptop for a while a have it connected with the charger after 2-3 hours to try to power back on.

 

I hope this helps answer your query.

Update us how it goes.

 

Regards



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