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UnhappywithLeno
What's DOS?
Posts: 1
Location: Delaware
Views: 215
Message 1 of 2

Lack of customer service/support

In May of 2011, I purchased a ThinkPad for my son to take to college.  With it, we paid extra for a warranty that we thought would ensure that he would be taken care of, if any problems with the computer came up.  In November, the computer ceased working and after three weeks of calling and waiting (and much frustration), a technician finally came out and made a repair.  Unfortunately, after one day, the computer once again ceased to work.  This time, it was not even possible to run the diagnostics because the computer would not even boot up.  Again, I placed a phone call to the customer support number, hoping to have a resolution before finals started.  A case number was assigned and I was given the name of the "Escalation Specialist" who I was told would be calling me in 24-48 hours. While I tried to be patient, there was no call and so after almost a week, I tried calling the Escalation Specialist.  Instead of reaching him, I was greeted with a message that his voice mailbox was full, so I could not leave a message.  The recording said that I could be transferred to an operator if I pressed the # sign, but when I did that, I was told that this was not an option available to me.  When I called customer support/service back to let them know this, I was told that I should stop calling because each time I called, I was being moved down in the list of people to receive return calls.   Wow!  is this what customer service has come to?  Since then, I did call the Escalation Specialist again and left a message requesting a return call.  Again, no call back.  So, I have yet to even speak with this "Escalation Specialist". 

 

If I had only known that Lenovo does not stand behind the products or warranties that it sells, I would never have purchased a computer from them.  Instead, my son went through his first round of college finals without access to a computer, and I am left with tremendous frustration that we now are sitting with a computer that does not work and are at the mercy of a company that clearly does not care.  If anyone reading these posts has advice about how to proceed, please respond.

Former Employee
Posts: 2,437
Location: Malaysia
Views: 165
Message 2 of 2

Re: Lack of customer service/support

hey UnhappywithLeno,

welcome to the forums and apologies on what had happened.

could you pm to me the following :


Name:
Country:
Mobile:
Email:
MTM [machine type model]:

(To locate MTM - http://support.lenovo.com/en_US/FindProductNumber.page#find)

Serial Number (S/N):
Date of Purchase:
Case/Order Number : (if any)

Screenshot of Error(if applicable) : (upload it to a hosting site and paste the link here)

Location of unit : Home / Repair Center (delete where appropriate)

Description of issue :


Troubleshooting Taken : (if any)






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Important Note: If you need help, post your question in the forum, and include your system type, model number and OS. Do not post your serial number.

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