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ThorsHammer
Bit Torrent
Posts: 2,423
Registered: ‎04-08-2011
Location: US
Views: 749
Message 21 of 36

Re: Discovered a big gaping HOLE in my new x1 carbon!!

what is the invoice date for your machine?  You have 21 days for a full refund and it appears you are right on top of that date.

mss40
Ctrl-Alt-Del
Posts: 25
Registered: ‎08-08-2012
Location: London
Views: 732
Message 22 of 36

Re: Discovered a big gaping HOLE in my new x1 carbon!!

Hi,

 

My machine arrived on 25 Sept. (The date on the invoice is 20 Sept.)

 

Can you show me where this 21 day limit is stated?

 

Many thanks,

 

 

ThorsHammer
Bit Torrent
Posts: 2,423
Registered: ‎04-08-2011
Location: US
Views: 727
Message 23 of 36

Re: Discovered a big gaping HOLE in my new x1 carbon!!


@mss40 wrote:

Hi,

 

My machine arrived on 25 Sept. (The date on the invoice is 20 Sept.)

 

Can you show me where this 21 day limit is stated?

 

 


 

http://shop.lenovo.com/ISS_Static/ww/ag/merchandising/us/popups/returnpolicy.html

u751920
Punch Card
Posts: 10
Registered: ‎01-13-2011
Location: United Kingdom
Views: 712
Message 24 of 36

Re: Discovered a big gaping HOLE in my new x1 carbon!!

I used the CC route on a refund for an X201 it worked a treat after getting the run around by lenovo.

mss40
Ctrl-Alt-Del
Posts: 25
Registered: ‎08-08-2012
Location: London
Views: 696
Message 25 of 36

Re: Discovered a big gaping HOLE in my new x1 carbon!!

Good to know -- was it the CC company which paid your refund in the end or did they chase up Lenovo to do so?

Freewalker
Fanfold Paper
Posts: 13
Registered: ‎10-09-2012
Location: Hong Kong
Views: 600
Message 26 of 36

Re: Discovered a big gaping HOLE in my new x1 carbon!!

i have a similar hole, near the middle, close to the touchpad.

I have the machine slightly more than 1 week, and just noticed the gap yesterday.  

Maybe it was there when it arrived, or just starting to fall apart just after a few days of decent use.  

It is indeed funny, it claims to be sturdy, made from carbon fibre, but a 2mm gap showing up without any stress.

 

This is the 4th Thinkpad I own, and I never had any problem before with build quality, this is the first time.

Let's hope this is 1 out of one million.  

u751920
Punch Card
Posts: 10
Registered: ‎01-13-2011
Location: United Kingdom
Views: 571
Message 27 of 36

Re: Discovered a big gaping HOLE in my new x1 carbon!!

 

Good to know -- was it the CC company which paid your refund in the end or did they chase up Lenovo to do so?

 

I'm trying to remember the sequence of events correctly - but the story was:

  1. ordered a fully loaded X201 - so was around £2000k
  2. it arrived in a box that had clearly been squashed - phoned Lenovo to tell them I was not happy and they could collect the unopened box
  3. now i think they collected the X201 and said once it had been processed I would be given a refund.
  4. c;hased them for 2 weeks for my refund - gettng the run around
  5. phoned CC said I wanted my money back - the CC have a set checklist they follow ie, have you tried calling Lenovo etc etc 
  6. I think CC said give it one more week - and told me to check the progress with lenovo and check back with them
  7. i phoned/ or emailed lenovo to ask them what was going on -  and then simply told them my CC was in the process of initiating a chargeback
  8. a day later CC informed me that money was back in my account.

   With hindsight I think there may have been a genuine reason for the delay, however a company this size should have more than one person that can authorise a refund - they kept telling me that person was away???

  Strangely my CC tried to take credit for me recieving the refund.

Anyway it got my money back where it should have been.

SteveCr48
Serial Port
Posts: 56
Registered: ‎11-17-2011
Location: USA
Views: 522
Message 28 of 36

Re: Discovered a big gaping HOLE in my new x1 carbon!!

Just for the record, I own 2 Thinkpads, and I'm a happy, satisfied customer!

 

Both my X220 and my T400 have had problems, and I've found Customer Service to be great to work with. The reps are friendly, knowledgeable, and eager to please. Every one of them wanted to make sure that I was completely satisfied before we were finished with the call. And, every one of them treated me with courtesy and respect.

 

I've owned lots of different brands of computers, including numerous Macs. Lenovo's support rivals that of any other manufacturer. In fact, I challenge you to find one better.

 

I'm eyeing the new X1 Carbon with a 10-point touch screen. It looks irresistible!

T400, X220
mss40
Ctrl-Alt-Del
Posts: 25
Registered: ‎08-08-2012
Location: London
Views: 424
Message 29 of 36

Re: Discovered a big gaping HOLE in my new x1 carbon!!

FINAL UPDATE: So I went through the route of my credit card company. They asked for supporting reference to demonstrate that the fault in the laptop was an out of the box problem, so I had the laptop examined by two independent specialist companies who unanimously agreed that there is a manufacturing/QC defect in the machine. So the credit card company has now refunded me for the laptop. This must have been the worst purchase I've made in my life.

 

Meanwhile, it's been a month since I contacted the Lenovo tech support guys and filed my complaint -- I have contacted countless centres in various eastern european countries, but STILL nothing from them. My credit card company sorted the problem in around 10-12 days frm start to finish. 

 

SHAME ON YOU LENOVO!

 

@SteveCr48 : I'm glad you haven't had to go through what I (and many others on this forum) have. And it's not just me -- there are a number of ThinkPad-using veterans on this (and countless others across the web) forum who have noted the considerable decline in quality control/service standards -- it's not coming just from me.

 

Second, with all due respect, your "challenge" to find a manufacturer with better support makes you sound a bit immature, ignorant and patronising against the backdrop of the problem that I have faced (you can read about it yourself -- I've detailed it painstakingly to that people who are new to Lenovo have all the facts), alongside the numerous other problems people who have purchased the X1C have had.

 

So, to take up your challenge, I can say that, although my experiences with other manufacturers' tech support haven't been great, they have certainly been MUCH BETTER than my experience with Lenovo. There! That's the conclusion to your challenge. And it's not a one-off, you can read about other peoples' experiences yourself. 

 

Anyway, arbitrary anecdotes such as mine or yours don't prove who is "better". What we can say is that there have been consistent quality control problems with Lenovo's X1C, and the tech support has been at best highly variable (ranging from your 'heavenly' experiences to my absolute nightmare). This is not the standard a company like Lenovo should aim for - in fact I'm sure it doesn't. If you're only slightly less pathetic than the next guy, it's not something to be proud about.  

 

The X1Carbon touch's marketing material definitely looks irresistible - as did the original X1C's. I, however, won't be making the same mistake again.

SteveCr48
Serial Port
Posts: 56
Registered: ‎11-17-2011
Location: USA
Views: 409
Message 30 of 36

Re: Discovered a big gaping HOLE in my new x1 carbon!!

@mss40 I'm glad that you were able to find a solution to your problem. It sounds like a terribly frustrating experience, to say the least. I sincerely hope that you're able to move-on and find a computing solution that meets your needs.

 

Since you called me out in your post, you got me to thinking. Our experiences are so different that I'd swear that we are dealing with two different companies. Given that you're in the UK and I'm in the US, maybe we are dealing with two different companies! Maybe, just maybe, that's the issue.

 

In the US, I believe that Lenovo support is handled by IBM. Their tech support people have been terrific, at least for me. They have been very knowledgeable, which is something that I can't say for Dell, Samsung, or Apple. The Lenovo team has been eager to please, and depot repair has been prompt and reliable.

 

I have no idea who or how service is handled in the UK or Europe, but given our differences in experience, maybe this is part of the trouble.

T400, X220

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