cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
HsTraveller
What's DOS?
Posts: 2
Location: US
Views: 2,152
Message 11 of 111

Re: Voluntary Recall Lenovo X1 Carbon 5th Generation

Lenovo, this was your golden opportunity to showcase your PR ability by managing a recall on one of your highest priced premium travel products, and thereby further solidifying your fan base ... but alas, this was not to be ...

 

There's been no ability to communicate via any channel to try and resolve this problem quickly, even through the 3-year on-site support line that was purchased through Lenovo. 

 

Been sitting on chat bot for over 45 mins and cannot get through via phone line ... hangs up immediately!  No consideration for users' time and resource spent.

 

Would appreciate any suggestions, from anyone ...

HsTraveller
What's DOS?
Posts: 2
Location: US
Views: 2,151
Message 12 of 111

Re: Voluntary Recall Lenovo X1 Carbon 5th Generation

Would appreciate if you could pass on support line number ... been on chatbot queue for 45 mins and can't get through on phoneline.

 

Thanks

Administrator
Administrator
Posts: 6,133
Location: SK
Views: 2,143
Message 13 of 111

Re: Voluntary Recall Lenovo X1 Carbon 5th Generation

Hello HsTraveller, welcome to the Community,

 

It is also possible to contact a Service Provider directly; there may be one near you.  Perhaps you could check out the following site for a Service Provider near to your current location?

http://lenovo.force.com/bplocator

Edit; the support line number for the US is stated in the site linked to in previous posts
provider.PNG

Andy


English Community Leader


Please remember to come back and mark the post that you feel solved your question as the solution, it earns the member + points


Did you find a post helpfull? You can thank the member by clicking on the star to the left awarding them Kudos


T430 2347-G7U W8 x64, Yoga 10 HD+, Tablet 1838-2BG, T61p 6460-67G W7 x64, T43p 2668-G2G XP, T23 2647-9LG XP, plus a few more.


Please don't ask me questions by Personal Message; questions belong in the forums.


Deutsche Community Comunidad en Español English Community Русскоязычное Сообщество Communidade Portugues

jrpaulson
Fanfold Paper
Posts: 5
Location: US
Views: 2,099
Message 14 of 111

Re: Voluntary Recall Lenovo X1 Carbon 5th Generation

I sat on hold, in the queue, for 2 1/2 hours.  Then on the Lenovo Facebook page I made a comment about the long hold and had a very quick response. So it looks like there are two effective paths so far, here and their Facebook page.

Best of luck to you Andrew.

 

Follow up: The Facebook support response ended up being useless as they told me to call the support telephone number.

Humbug1
What's DOS?
Posts: 2
Location: US
Views: 2,057
Message 15 of 111

Re: Voluntary Recall Lenovo X1 Carbon 5th Generation

I have only one affected unit, but it belongs to MY BOSS. I spent all morning trying to get in touch with support via chat and phone support. The chat was an eternal queue, and the phone support connected me to a busy signal. Now at 4pm Pacific chat is no longer available and phone support has dumped me into another eternal queue.

 

To top if off the hold audio is terrible, a repeating message about the website that keeps getting cut off by a different message telling me to keep holding, in 20 second cycles.

 

If this wasn't a new machine that belonged to my boss I would throw this unit in the recycle pile and just use a Dell.

osaka1
Paper Tape
Posts: 5
Location: US
Views: 2,052
Message 16 of 111

Re: Voluntary Recall Lenovo X1 Carbon 5th Generation

My laptop is covered by this recall, but no service provider is available for me near my house. What is more, I need use laptop in my school learning. The contact chat always doesn't connect. No ways to schedule an appointment.

Humbug1
What's DOS?
Posts: 2
Location: US
Views: 2,047
Message 17 of 111

Re: Voluntary Recall Lenovo X1 Carbon 5th Generation

It's clear Lenovo was not prepared to deal with the recall. Coming up on another 40+ minute hold session, for nothing because I have to leave work soon.
Community SuperMod
Community SuperMod
Posts: 5,214
Location: US
Views: 2,042
Message 18 of 111

Re: Voluntary Recall Lenovo X1 Carbon 5th Generation

osaka1...

 

Sorry you're have difficulty with the chat connection.

Have you tried calling 1-800-426-7378 as described in Andy_Lenovo's post (#13), above?

 

Regards.


Community GuidelinesSearchPrivate MessagingENDEESPTRUMoto
PM requests for individual support are not answered. If a post solves your issue, please mark it so.
X1C3 X1T3 X1T2 Helix1 X220 X301 X200T T61p T60p TPStack Yoga910 Yoga900S
TPYoga12 T520 T420 T510 T400 R400 T61 Yoga900 Yoga3Pro Yoga2Pro Yoga13

I am not a Lenovo employee

osaka1
Paper Tape
Posts: 5
Location: US
Views: 2,026
Message 19 of 111

Re: Voluntary Recall Lenovo X1 Carbon 5th Generation

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.

Andrew250
Fanfold Paper
Posts: 17
Location: US
Views: 2,016
Message 20 of 111

Re: Voluntary Recall Lenovo X1 Carbon 5th Generation

Bizarre Update - so I was apparently extremely fortunate in that I spoke to someone on that main number. I had a case number assigned. Except within 2 minutes of hanging up, the case was closed on me. No reason given. So I called back. A very strange man helped me. He said there was no information given about why it was closed, except that it was indeed closed. So, he set up another case number. I'm supposed to get a call from the technician in another day (since it's now after 5 pm, I lost a day on my "next day" service). Hopefiuly this one will stick. 

The recall notice is troubling. It's telling us to stop using our laptops immediately with possible catastrophic consequences, except I need it to get through to these channels of support. 

Top Kudoed Authors