11-10-2017 05:05 AM
I am a very frustrated and angry customer at the moment as i keep running into Road Block and unacceptable answers. This issue is enough to cause me to never buy another Lenovo laptop or any laptop at Best Buy!
I bought my computer in July and in September i noticed a key had popped off- the "< ," key next to the M key.
I have used the key board only when i was setting up- now at my office and at customers i set it in downward dog mode ;-) and use a blue tooth key board. So it is not from use that it broke. I took the laptop into BEST BUY and was told that the key was missing a metal part on the back so they could not fix it onsite- i would have to send it in and be without my laptop for a week to 10 days - unacceptable - this was a month or more ago. I searched on the LENOVO website and could not find a way to purchase a single or the entire set of Keys! I am self employed as a software consultant. My life is pretty busy and i finally decided today to bite the bullet and ask for a call from Lenovo support. Again i am told the only way to fix this is to send my laptop in for a repair. I asked to just be able to buy a KEY - i am told that well they do not sell individual keys - they would replace the entire keyboard! So sell me the keyboard and or send me one an i will take into best buy to have them replace it while i wait. They cannot do that. I live by my computer - this is how i make my living - i cannot be without it for a week to 10 days - i have my old one but that would take time to get back to using that! I want to purchase a key that i can pop back on or have lenovo send a keyboard to best buy and they fix it onsite in while i wait! i should not have paid for the warranty now that i know BEST BUY Cannot do much onsite.!! I will not be silent and will make sure that any friends / aquaintances / anyone know about this and to think cautiously before spending money at best buy or purchasing a lenovo! It is too bad as i have had several lenovos and been happy! and outside of this broken key i have been satisfied with this but having a broken key that i cannot fix put me into a space where i want to have no more business with Lenovo or BEST BUY! I asked both the person on phone today and at best buy to find another way to solve my issue: I AM SORRY SIR! We can only do this ! Get me a number for someone that can help me find another way to solve this! I am sorry sir but only we take care of warranty or parts there is no other number and you have to send your computer in! I TRIED and TRIED to get both best buy and Lenovo to work with me to find another way!!!
And I only got more frustrated! I can avoid this key for some time but there will be the times i am on the plane or when i go to a meeting and only have my laptop and then i will have to deal with this broken KEY!
I am not happy and i want all to know that i am not happy! I SPENT OVER $2,100 for this computer and the accessories i purchased with it! I expect better service than YOU WILL HAVE TO SEND IN YOUR LAPTOP and not do any BILLABLE work for a week to 10 DAYS!! Does someone have an answer that can help me solve this rather than be without my major tool to do my work for an extended period of time!
Kevin P Rosell
11-10-2017 05:51 AM
To solve your problem with the keys, it should be repaired either through local private service center nearest you (users cost) or in-warranty repair done by Lenovo.
As with other users like students and business entrepreneurs that needs the use of computer on a daily basis, the basic depot warranty that came with a purchased machine are upgraded to an Onsite Warranty service. An onsite technician can call in within 3 business days as soon as he have the parts needed to set appointment with you for the onsite repair.
Did you purchase any upgraded Onsite Repair to avail of this service?
You can check you warranty here.
Hope this helps answer your query.
Update us soon as convenient?
12-12-2017 11:23 AM
I did just go look at the warranty upgrade for my machine and i see the onsite Warranty at $49 one year to $109 for three years. This is a reasonable price but i am very frustrated for spending $279 on an extended warranty for what i thought would ensure i would not have this issue. For my business i always buy a high end machine and i need a warranty to allow me to have if fixed in a timely manner while i wait. I know that was with Best Buy but I think that as one of your sellers there needs to be some transparency and work together you all.
I look forward to hear back from you .
12-12-2017 12:08 PM