10-12-2018 01:21 AM - edited 10-12-2018 01:33 AM
On August 30th, I contacted Lenovo Support because I had run a test on my laptop and it said the ‘RTC Test’ failed. I asked what was going on with my laptop and gave the customer support person the failure code and they told me that my motherboard was failing. They said I could send it in to Lenovo in TN to get it fixed or go to BestBuy. I brought it to BestBuy because I thought it would be quicker but BestBuy just straight up said that they couldn’t fix it and I would have to bring it to Lenovo.
On August 31st, I contacted Lenovo again so I could have a Depot send in instead. They shipped me a box and said it should take around 3 business days. (It took more than 3 days because there was a holiday).
I shipped my laptop out on the 8th of September.
They shipped starting the 10th and Lenovo got it on the 13th.
I had expected to recieve an email or call because I accidentally broke my screen and it wasn’t covered but they told me beforehand on the phone that I could just tell them to go ahead and just fix what was covered.
I check the website because there are no updates and I see that it says
9/14/2018, 1:06:41 PM Machine issue has been identified as a chargeable service after performing problem determination. Please schedule a call back service with Contact Center for the details of inspection results.
I wait for an email or phone call.
Someone finally emails me on the 17th at 2pm.
I respond on the 18th at around 7pm.
They respond (AND SPELL MY NAME WRONG) on the 19th at around 9am.
I respond on the 20th at around 1PM telling them to just fix what is covered.
On the 24th at 10am, they respond saying thanks and that the repairs will be done.
I email them some questions on the 25th at around 11pm.
They respond on the 26th saying the estimate time is 3 to 5 business days to repair.
I wait. I check the website. There is no news.
One day, there is news!
10/3/2018, 11:30:31 AM A Lenovo Service Technician has been assigned to diagnose and repair your machine. We expect the repair to be completed within 1 to 3 business days.
Okay, Lenovo is busy I get it.
So once again, I wait.
Yesterday, after not recieving any updates (through email nor the website) I contaced Lenovo once again.
I ask what is going on and they said to give them 2-3 minutes to check on the laptop.
A few minutes later, they say that the repair is in progress. Excuse my language but NO SHI*T SHERLOCK?!
Anyways, I ask if there is a new estimated time of when the repair will be done.
They respond saying, “none so far”
3-5 days became 1-3 days which has become no estimated days. I have read online where people say it may take 10 days - 1 month and after their “repairs” the same things happen and they need new repairs. Then, it gets to the point where Lenovo stops responding to people?
Please put better estimated times or get off your lazy asses and actually finish it within the estimated times.
At this point, I don’t know why I recommended this laptop to someone else but I probably won’t do it again in the future.
And at this point since you guys are holding onto my laptop for so much extra time you might as well replace my laptop screen for free for this inconvenience.
Solved! Go to Solution.
10-12-2018 09:16 AM
Welcome to the Community Forums!
Sorry for all the trouble. We would like to extend our assistance here. Hope you could share us any details that we could look up the repair order via Private Message so we could further check
10-19-2018 02:54 PM
Finally says that the repair is complete and they shipped it but didn’t tell me with which company, they gave me a tracking number; I used it with FedEx and USPS but it didn’t work for either, any suggestions?
10-19-2018 04:50 PM
We send back the laptop using FedEx. Possible that the tracking is not yet updated. You may try checking it again https://www.fedex.com/apps/fedextrack/?action=track after a day or two for updates. Thank you.