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12-25-2019

US

6 Signins

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  • Posts: 1
  • Registered: ‎12-25-2019
  • Location: US
  • Views: 39
  • Message 1 of 2

EXTREMELY POOR LENOVO ONSITE SUPPORT FOR YOGA 720 with full 3 year support and Accident Protection

2019-12-25, 7:08 AM

Sent: Wednesday, December 25, 2019 1:55 AM


Subject: 12/25/2019 1:00 a.m. Reminder 1 : STRONG COMPLAINT ABOUT EXTREMELY POOR SUPPORT FROM LENOVO FOR LAPTOP IN FULL WARRANTY AND ON SITE SUPPORT (Service Order # 7009854929 / CRM COMPLAINTS TICKET # 04150305)
Importance: High

 

Service Order # 7009854929 for laptop repair

CRM COMPLAINTS TICKET # 04150305 for a full replacement

Laptop Serial # *******

Customer Contact Name : Sandeep Aich

Customer Contact Phone : 1-908-****** (US Cell phone)

Customer is on US East Coast and is available for contact from 9 a.m. to 12 midnight EST on this matter any day of the week including weekdays.

THIS PROBLEM MUST BE SOLVED BEFORE JANUARY 3, 2019

 

 

I AM AN EXTREMELY UNHAPPY OWNER OF A LENOVO YOGA 720 LAPTOP WHICH IS UNDER FULL ON SITE SUPPORT CONTRACT. THIS IS A STRONG COMPLAINT ON THIS MATTER.

 

PLEASE NOTE THAT THIS DEFECTIVE LATOP MUST BE REPLACED / REPAIRED BEFORE JANUARY 3, 2019. MY DAUGHTER USES THIS FOR HER COLLEGE AND SHE IS LEAVING AFTER JANUARY 3, 2019 FOR COLLEGE. IF SHE DOES NOT HAVE A WORKING LAPTOP THEN SHE WILL NOT BE ABLE TO JOIN HER CLASS AND WILL NOT BE ABLE TO GRADUATE ON TIME.

 

Going forward I will call LENOVO COPORATE OFFICE and send 3 emails every day till this situation is resolved.

 

  • Lenovo Yoga 720 laptop purchased on July 18 2017 with 3Y On-site + ADP (Details at the bottom of this email).
  • Repair request submitted on December 15, 2019 Service Order #: 7009833214 (See below)
  • Delay notification was sent on December 17, 2019 to me (See below)
  • December 18, 2019 Service Order #: 7009833214 was marked complete although incorrect parts were received. The tech ordered new parts.
  • December 21, 2019 new Service Order #: 7009845651 was created.
  • December 24, 2019 Service Order #: 7009845651 was marked complete although hand rest part was still damaged (new part ordered again). ALSO THE SCREEN IS NOT WORKING AS TOUCH SCREEN ANYMORE. THIS IS NOT ACCEPTABLE AS TOUCH SCREEN FUNCTIONALITY IS NEEDED FOR COLLEGE CLASS WORK.
  • December 24, 2019 new Service Order # 7009854929 created to repair the laptop
  • CRM ESCALATIONS COMPLAINT TICKET #  04150305 created for a full replacement

 

THIS SITUATION MUST BE SOLVED BEFORE JANUARY 3, 2019.

 

In case a full replacement is provided then

  1. the replacement laptop has to be new (NOT REFURBISHED).
  2. the specs of the replacement laptop including the operating system must be same or better than the current one.
  3. The power adaptor must work with the new laptop or the new laptop must come with its own power adapter
  4. Lenovo support has to take the hard disk out from the current laptop and put it in the new laptop.
  5. Lenovo support must then work with Microsoft so that the Windows license with the hard disk is recognized on the new laptop motherboard.
  6. The 3Y On-site + ADP must apply to the new laptop as well.

 

I am copying the management of Lenovo to make them aware of this issue. I will be calling the corporate office going forward 3 times every day and will be sending 3 reminder emails every day to get this problem resolved.

 

  • I am working with Chris (Lenovo Support Call Center (877) 453-6686 Supervisor and ID : *****)
  • I have worked in the past with Jae (Lenovo Support Call Center (877) 453-6686  ID : ******).
  • Malik (phone 1-609 346 7141) is the Worldwide TechServices technician who is working on behalf of Lenovo to fix the latop.
  • Worldwide tech services phone :  (866) 856-9899

 

 MOD: Serial numbers, phone numbers and ID numbers removed to protect privacy.

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37 Posts

12-18-2019

US

32 Signins

360 Page Views

  • Posts: 37
  • Registered: ‎12-18-2019
  • Location: US
  • Views: 360
  • Message 2 of 2

Re: EXTREMELY POOR LENOVO ONSITE SUPPORT FOR YOGA 720 with full 3 year support and Accident Protecti

2019-12-25, 17:17 PM
IME lenovo easily has the worst support of HP, Dell and Lenovo.

I've tried them all recently and lenovo's techs are basically useless and like "just return it then, bye"
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