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Disgrutled
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Posts: 10
Registered: ‎12-20-2018
Location: CA
Views: 523
Message 1 of 9

Lenovo Idea 330-17AST

Took delivery a new laptop. Purchased and intstalled MS Office, Added personal files, photos, software, anti-virus from previous laptop. Reformatted and donated old laptop to charity. Went to bed. Woke up. Had breakfast, switched on my two-day-old laptop. Continuous boot up loop, doesn't proceed past "Lenovo" logo. Waited an hour. Called tech support. Spent several hours with various reps attempting various diagnostics. Result: "Your hard drive HDD doesn't seem to be responsive. Please bring it to our support store "'Staples'." 

Staples: "The tech guy is busy right now. Leave us your number and he'll call you." 

Me: "Hello?" 

Staples: "Yes Hi, This is tech at Staples." 

Me: "Hi. Thanks for calling back." 

Staples: "Unfortunately your hard drive is broken. As it's under warranty however, I'll just replace it. You have back-up right?" 

Me: "No, I don't. Are the files retrievable? I have everything on there." 

Staples: "I can try to retrieve the contents of the drive but there's no guarantees......"

Me: "It's brand new." 

Staples: "Yeah I know. It shouldn't have happened. It's a pretty low quality drive to be honest with you." 

Me: "Any suggestions?" 

Staples: "We can try to retrieve your files....it'll take a while. Even then there's no gurantee." 

Me: "Sure. Can we do that then? Let's do it. It's covered by warranty right?" 

Staples: "Unfortunately not. The Warrany only covers parts." 

Me: "What'll it cost?" 

Staples: "$400. And as I said, there's no gurantee we'll be able to retrieve your files." 

Me: "You mean I might end up paying $400 for nothing." 

Staples: "Plus tax. And I'd highly recommend upgrading the HDD, the one that's in there now is.......well, let me say it isn't great, and I'll simply be putting the same type in it's place."

-----

This is my first and it will be my last Lenovo.

Sr Support Specialist
Posts: 9,481
Registered: ‎11-30-2015
Location: PH
Views: 494
Message 2 of 9

Re: Lenovo Idea 330-17AST

Hi Disgrutled,

 

Welcome to the Community Forums.

 

Data back up is one of the responsibility we owe to ourselves to ensure we have our important files secured at anytime (back-up with an external storage or cloud etc.)

 

Similar to owning a camera, the photos kept on the sd card are like the data we have in our harddrive. The storage would come from different known storage manufacturers.

 

Data backup is also expensive since labor cost and specific methods can be used. To save the cost, you can do it yourself by removing the harddrive and slaving it on an external enclosure or simply connect it on a desktop pc internally. As long as the drive is still readable then you can just copy and paste it like how you did with the old laptop.

 

Staples guy may just be saying "not so good" since the cheaper typical harddrive runs with a spinner. Nowadays, solid state drive are prefered. It do not have mechanical components (via advance chip) and have faster read/write features. It's a bit expensive than the traditional drives and can be a good sales pitch for you to avail.

 

This applies to all manufacturers. You can also consult a techical friend regarding this matter.

 

Regards

 



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Disgrutled
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Registered: ‎12-20-2018
Location: CA
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Message 3 of 9

Re: Lenovo Idea 330-17AST

Data back-up, right. Yeah, I was considering it. I mean I'd just migrated from a six year old laptop onto a brand new one. Like I said in my original post, so far, my experience with LENOVO: it's hardware, tech support and general advice to be of low quality.

Your comment:

 

"This applies to all manufacturers. You can also consult a techical friend regarding this matter." 

 

is a useless misnomer. All manufactuers don't use poor quality parts.  Additionally I don't have a "techical friend." I do however have several friends who know about IT, tech in general who advised me NOT to buy a LENOVO. Should've listened to their advice.

Disgrutled
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Registered: ‎12-20-2018
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Message 4 of 9

Re: Lenovo Idea 330-17AST

An update: 

The "Western Digital" drive inside the laptop looks like a Western Digital drive. However it is not a Western Digital drive. The tech showed me the slight differences in hardware. As well, he ran tests between the purported WD failed drive from the laptop I asked him to repair and a genuine WD drive and the difference in performance are huge. 

My files are irretrievable, remain lost forever, although the tech did say: "If the drive had been a genuine Western Digital" I could've retrieved all your files. Unfortunately what's in there now is broken junk." 

Sr Support Specialist
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Registered: ‎11-30-2015
Location: PH
Views: 306
Message 5 of 9

Re: Lenovo Idea 330-17AST

Hi Disgrutled,

 

Greetings.

 

Each major laptop builder assures that they get original parts from specific respectable suppliers. The WD drive also have serial number / manufacturer number that confirms its authenticity.

 

If the data you have is of greatest value, there are specialized data center retrievers that can do it at a bit costly price. They have tools that they use even for drives that gets physically broken or caught in fire.

 

Regards



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Disgrutled
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Posts: 10
Registered: ‎12-20-2018
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Views: 294
Message 6 of 9

Re: Lenovo Idea 330-17AST

If I understand your reply correctly you are stating LENOVO does not actually have a reliable method other than "laptop builder assurances" to ensure LENOVO does not sell laptops which contain fake/broken parts. If so, that is absurd.

Sr Support Specialist
Posts: 9,481
Registered: ‎11-30-2015
Location: PH
Views: 288
Message 7 of 9

Re: Lenovo Idea 330-17AST

Hi Disgrutled,

 

Personally, I would rather call in technical support so that they can have it checked to match the drive from what they have shown in their database.

 

Sending it over for in-warranty repair would assure that the Lenovo engineers would be covering the parts originally intended for it.

 

Regards



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Disgrutled
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Registered: ‎12-20-2018
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Views: 286
Message 8 of 9

Re: Lenovo Idea 330-17AST

The machine is currently in the process of being repaired by Lenovo in Vancouver. See my previous reply. The tech support in The Philippines? I found to be useless: I could barely hear the rep due to the chatter, laughing in the background.

 

 

Mod's Edit: unmarked this post as being the Solution per OP's feedback.

 

Disgrutled
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Registered: ‎12-20-2018
Location: CA
Views: 227
Message 9 of 9

Re: Lenovo Idea 330-17AST

The issue has been marked as "RESOLVED" which it isn't. I've been informed "the part is on order" and the "estimated repair date is possibly the end of the month." 

This brand new laptop which failed after two days has now been in repair for over a month. During the brief period I had the laptop I transferred files onto it and installed purchased software. In hindsight I regret not viewing these support forums before choosing LENOVO as I would have quickly learned the hardware you manufacture and sell, the software and 'support' you offer is, to put it politely, poor. 

It's hard to believe an organisation as large as LENOVO stands behind such garbage.

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