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07-06-2018

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Lenovo seems to have set a standard for worst customer support

2018-08-17, 9:47 AM

I have Lenovo Y50 UHD with additional warranty for 2 years including accidental damage protection.

 

Recently that warranty has lapsed, within couple of weeks a forced windows update broke the OS completely.

Windows is on preparing autotmatic repair loop forever.

 

I tried reaching lenovo customer service - first thing obviously they ask for is serial number and as soon as they find that the warranty has lapsed they don't even spare a minute in trying to help. 

 

Unlike laptops from other vendors it seems, there is no tool to prepare a recovery disk myself by downloading it from online. It seems only option is to order a recovery drive from Lenovo and keep hoping that they will send an appropriate one and that it goes well.

 

 

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1797 Posts

07-22-2010

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Re: Lenovo seems to have set a standard for worst customer support

2018-08-17, 14:18 PM

Sorry to hear you are having issues.  As to downloading a recovery online Lenovo does offer that.  Maybe you just didnt see it?  See below.

 

https://pcsupport.lenovo.com/us/en/solutions/HT035659

 


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 I do not work for, nor do I speak for Lenovo. I will not respond to unsolicited private messages. Questions belong in the forum so it may   help other forum members as well.
 T490, TP 25 Retro, X1 Yoga 3rd Gen, W510 850 EVO, A30p
 Retired 385D, A20p, A21p

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5 Posts

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Re: Lenovo seems to have set a standard for worst customer support

2018-08-20, 7:24 AM

This recovery media service does not even recognize the serial number of my computer.

 

https://pcsupport.lenovo.com/us/en/lenovorecovery

 

However, this link does recognize my serial number.

https://pcsupport.lenovo.com/us/en/warrantylookup

 

It appears Lenovo needs to me cough some more bucks to be able to download the recovery media.

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1797 Posts

07-22-2010

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Re: Lenovo seems to have set a standard for worst customer support

2018-08-20, 15:13 PM

Have you tried without the hyphen in the serial number?

 


 If a post answers your question, please mark it as an”Accepted Solution“!
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 I do not work for, nor do I speak for Lenovo. I will not respond to unsolicited private messages. Questions belong in the forum so it may   help other forum members as well.
 T490, TP 25 Retro, X1 Yoga 3rd Gen, W510 850 EVO, A30p
 Retired 385D, A20p, A21p

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5 Posts

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Re: Lenovo seems to have set a standard for worst customer support

2018-08-21, 3:40 AM

There is no hypen in the serial number. As I mentioned earlier the same serial number works in finding the validity of the warranty but it is not recognized in downloading the tool to create recovery media.

 

It just seems to be a trick that Lenovo needs their customers to pay for the recovery tool, if my laptop was stilll within the warranty period, they would have allowed me to download for free.

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7497 Posts

09-04-2014

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Re: Lenovo seems to have set a standard for worst customer support

2018-08-21, 5:41 AM

There is no distinction made in regard to having warranty or not having warranty when downloading recovery media. We need to establish whether or not this service is available for your system and if so then why is it not working for you. I was able to obtain serial numbers for other Y50 systems and they were also not recognized suggesting that the system just isn't supported or that something is wrong, either way clarification is required.

 

Could you perhaps send me your serial number by private message please. Alternatively you could use the Contact Us form for which a link appears when a serial number isn't recognized.

 

You do know that if and when your system is recognized that you will receive media for the preinstalled operating system which would be Windows 8.1 for a Y50. If you wish to save yourself the trouble of then upgrading to Windows 10 I would suggest doing a clean install of Windows 10; there will be no need to enter a product key as having been previously installed it will activate automatically.

https://www.microsoft.com/en-us/software-download/windows10

 

Andy

 

English Community Administrator
Lenovo eServices

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5 Posts

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  • Message 7 of 7

Re: Lenovo seems to have set a standard for worst customer support

2018-08-21, 8:25 AM

When the OS broke it was on Windows 8.1. I don't have the key for Windows 10. Tried Windows 8.1 repair disk and it fails.

 

Linux variants (Ubuntu, Fedora etc) boots with "nolapic" option. From this I believe Windows broke due to microcode.

 

I spoke with Lenovo support, they asked me to order the recovery drive for which I have to pay.

 

No I idea why I can't download the same for free.

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