02-06-2018 05:16 PM
Yes, I have. But it is not useful for me. The phone support all are automatic options, no personal service which I can ask questions.
I just tried it. Entered option 2, then option 1, and then entered a 4-digit machine type. Call transfered to the Atlanta Service center queue. I wasn't forced to only "automatic options".
Try again, maybe?
02-06-2018 05:45 PM
Can you tell me how to enter the machine type on the phone like this 20K4?
I'd just enter '2054' (5=k on phone keypad). The message I got was to have my machine type-model number and serial number ready to provide the agent, along with a valid email address.
02-06-2018 06:07 PM
Or did you know any service provider near Joliet IL? It is a trouble for me to use the phone to solve a problem. Big trouble!
The folks at the 800 Service number should be able to tell you about authorized servicers in your area.
02-06-2018 06:19 PM
At last, I only get the busy signal on the phone support. I have many own things to do, I can't spend time just for a laptop. Is it a voluntary recall right? I give up.
Thank you for your help and patience with me. Good luck.
02-06-2018 07:40 PM - edited 02-06-2018 11:37 PM
Interesting, I had my X1 fixed in November for an issue where I could hear something loose on the left side (forum link). I had to send it back a second time because the body/underside was not reattached correctly resulting in squeaking. I just got my X1 back last week, I'm waiting to hear whether my service issue was related to the recall.
I think I have to send it back a 3rd time again because the top right-side bottom part of the frame still moves when i pinch - the left side does not have this issue. Very frustrating
02-07-2018 07:45 AM
I just recevied a case number via contacting the support in the old fashion way - telephone. She informed me the only option is to ship the laptop to Lenovo and they will return it within 5 buisness days. Unfortunately, there are no nearby service provider in our area. Worse case is that she informed me her support system is down and I should call back with the case number, ask for the return-box to be shipped. I wonder why I have to call back since she has the case number already. When the system is up again, she needs to re-enter the case number and trigger the shipment. I guess Lenovo's CRM system is not up-to-par?
02-07-2018 10:23 AM
I had set up an appointment for 11 AM this morning with the approved repair center in Wilsonville, OR. I then received an email from them explaining that since the Lenovo Recall web terminal is down they are unable to complete the warranty work at this time and will reschedule as soon as the Lenovo services are available again.
The folks at the repair center have been helpful, courteous, and responsive. I do not hold them responsible for not being able to complete this warranty work.
Lenovo, get your act together.