NO JUSTICE! I felt like being taken for a ride for choosing Lenovo.
I like to share a horrifying experience of poor product quality and service level from Megalink (Lenovo service centre Singapore) and 1800-customer service hot-line (routed to Malaysia call-centre).
Bought a S10-2 during 2009 IT show (Singapore) for my dear wife. Within 2 weeks, the LCD gave way so Megalink (service centre) came to collect netbook for repair (on-site warranty provided).
About 1 week, the netbook was returned with LCD screen replaced. The unit is working perfectly up to now. So what was the big deal then?
Well! Several months had passed (warranty still valid) after the LCD replacement. Then my wife realized that LCD hinge-cap (mirror finished) on the right side was missing.
For users of S10-2, the silver-hinge cap is well fitted inside the hole and there is no way a user can reach in to remove it without special tools or via alternative means.
I complained to Megalink and they said, "no warranty because it is aesthetic". You pay $90 to change the whole case. But wait, I'm sure my wife didn't drop the notebook or reach inside to remove the cap. There are no scratches or crack-lines on the notebook to show accident. Whats her motivation to remove the hinge-cap? I don't know....
If Lenovo wants to push the blame back to its customer, have they considered a different perspective?
Could it be during LCD replacement that hinge-cap might have been damaged by Megalink technician then completely fell out later? Could it be that S10-2 is SO BADLY BUILT that inherently there is already a micro crack leading to failure later? Story doesn't end here.
Megalink told me to contact 1800-hot-line if I'm not satisfied with their response. Well! I was right in their shop and they didn't bother to call on my behalf. They simply said, :"Here's the phone number. You call yourself".
Well! I called 1800-hot-line to lodge a complaint. It took more than 2 weeks before I heard back from them and they said, "Management said aesthetic so no warranty". I requested to speak to the decision-maker but was told, "they don't deal with customer directly".
I demanded that they send me an email on their findings (full report) then I will pursue other options like bringing this matter to the CASE, Consumer Association in Singapore, and seek publicity attention of Lenovo poor product and services.
$90 is not a bid deal. I felt humiliated by their action, or should I say no action and no reason to conclude user is fully responsible for the missing LCD-hinge cap.
By the way, I'm an executive in a US MNC with more than 800 employees in Singapore. I do have certain level of influence on IT equipment purchase. Lenovo can be very sure that I will, within my authority, instruct IT folks to refrain from replacing IT equipment with LENOVO.
Buyer's beware! Gone are the days of IBM Thinkpad. Welcome Lenovo Thinkless-Pad.
Moderator note: phrase which violated the forum rules deleted.