09-21-2011 04:16 PM
I have owned four Lenovo laptops and for the most part have been satisfied with the units and customer support, until recently.
I purchased a Thinkpad 420S a couple of months ago and used it for a couple of weeks. One day when opening the screen I noticed a crack in the screen at the right hinge location. When I called customer support I was advised that this was due to customer abuse!This was before I even shipped it back. Hard to believe since the unit was kept on top of my desk, with no one else present in the house. When I spoke to a Lenovo rep in Denver he advised that I should have said that I had a problem with my screen instead of a crack. When crack is mentioned it is always categorized as customer support even though this was a problem with a previous model (as per Lenovo customer support). Long story short, I was advised that I would be charged $700 to replace the screen which is half the price I paid for the unit.
I was not able to contact a Lenovo representative with any authority or even someone to talk to for an alternative remedy. None of the east coast VPs had contact information, of course, so I was hung out to dry. I had them ship the unit back and it sits on my shelf with a cracked screen, a very expensive bookend.
I had to buy another laptop. If anyone has suggestions on anyone I could talk to besides customer support which is useless, I would appreciate the info.
09-21-2011 07:15 PM
09-25-2011 06:07 PM