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albchu
Paper Tape
Posts: 3
Registered: ‎11-22-2011
Location: Canada
Views: 382
Message 1 of 2

Faulty Ideapad y570. Lenovo refuses to replace.

I am very unimpressed with Lenovo more then I have been with any other company right now. In July, I purchased an IdeaPad Y570 from the Lenovo site and after having it for only 3 days, it refused to boot as the system had a faulty harddrive. After tediously explaining my situation to three customer support agents (first one didnt even process the order as he didn't take all my information. Second one told me to restore and that it was basically my fault that it was faulty), they finally send me a box to send it in for repairs. Then they made me wait a month to simply swap out the harddrive.

 

I was annoyed when my computer came back with a crack in the front plastic plate. I was annoyed when i found out that they didnt properly image the new HDD so it came back with insufficient drivers. I was agitated when I started getting bluescreens after 2 weeks getting it back from repairs, Now that the computer cant stay alive for longer then an hour without freezing completely (a mere three months after repairs), its safe to say that I'm pretty well pissed off now.

 

After discussing it over with the customer support line, they basically assured me that there was no way that I was getting a replacement, as "it is up to the discretion of the person who processes your order as to whether you should get a new computer." The same people which returned to me, a computer with a cracked front plate. This is completely unacceptable. I find it deeply unsettling that a company can send be a faulty machine, fail to fix it and still refuse to take ownership of the issue. They would rather waste considerable time processing these orders and putting bandaid fixes over serious system issues. I work for the computer department at the University of Calgary and am now going to start recommending to everyone not to buy Lenovo computers. Not because of this faulty system, but because of Lenovo's inability to own up to it and sending a replacement where necessary.

 

If anyone affiliated with Lenovo that can offer real help to me sees this, my new case number is WN422604. They told me that they would contact me in three business days, but the last time they said that, I had to wait two weeks for a reply. I would hope that this is not a repeat of last time. This computer has caused me enough data loss and grief to last the lifetime of a few systems. 

 

This message was sent from my six year old HP laptop. My 5 month old Ideapad y570 wont stay unfrozen long enough for me to write this.

Former Employee
Posts: 2,437
Registered: ‎04-10-2011
Location: Malaysia
Views: 331
Message 2 of 2

Re: Faulty Ideapad y570. Lenovo refuses to replace.

hey albchu,

apologies on what had happened, unfortunately due to the different system between regions, I am unable to access the case records of #WN422604.

thus, i would like you to provide the following details and pm it to me,; so that i can forward it to the customer care team in canada.

Name:
Country:
Mobile:
Email:
MTM [machine type model]:

(To locate MTM - http://support.lenovo.com/en_US/FindProductNumber.page#find)

Serial Number (S/N):
Date of Purchase:
Case/Order Number : (if any)

Screenshot of Error(if applicable) : (upload it to a hosting site and paste the link here)

Location of unit : Home / Repair Center (delete where appropriate)

Description of issue :


Troubleshooting Taken : (if any)





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Important Note: If you need help, post your question in the forum, and include your system type, model number and OS. Do not post your serial number.

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