01-11-2011 05:39 PM
I am share my experience with this forum as i could not hold Lenovo support supervisor ( customer relationship). Hope some one from Lenovo customer relationship department could read it and keep Lenovo customer happy.
We purchased our Lenovo Idea-Pad in September. In the middle of December, we experienced a screen flicking issue on the Idea-Pad. When the laptop powered up, the screen would flicker colored lines across the screen. We called the support line for help and still have not resolved our issue. For a rough summary, here are all the steps that we went through from start to end when we tried to diagnose the issue with Lenovo support:
I told support that my daughter has already gone back to school without a laptop and that we can’t go over this same tedious cycle again.
At this point, I told the support person that I wasn’t happy with this answer and asked to talk to a supervisor or the customer relations department. I was put on hold for couple minutes then I was told supervisor is not available and busy.
I said that I was willing to wait or give my information, and when a supervisor is available, he/she could call me back. They said the only option was to return our faulty laptop. The whole call lasted about 45 minutes but I still don’t know what the support would do differently if the problem shows up again. This has been a terrible customer/technical support experience.
It is Lenovo to deliver a quality computer, and our warranty guarantees this. It is Lenovo’s responsibility to uphold this agreement and make sure their product is working. We have went through ALL if not more of the steps to try to get our product fixed, and still have had nothing resolved.
it is very long writing now, The end result of our issue with Lenovo support ends with 'We can't reproduce your issue, We will send it back to you. If you still see the issue call us back again'
01-17-2011 09:18 AM
After a week of waiting laptop to be shipped back to us, I called support again (Jan 17th ). this time I was told that technician still try to find the root cause of flicking issue and customer does not have any updates !!!!! Could high level management do something in the new year to make end cusomter happy ?
01-25-2011 05:53 PM