02-06-2018 12:17 PM
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 ...
02-06-2018 12:32 PM - edited 02-07-2018 12:53 AM
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?
Edit; the support line number for the US is stated in the site linked to in previous posts
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02-06-2018 02:42 PM - edited 02-06-2018 04:58 PM
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.
02-06-2018 04:37 PM
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.
02-06-2018 04:40 PM
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.
02-06-2018 04:45 PM - edited 02-06-2018 04:46 PM
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?
I am not a Lenovo employee
02-06-2018 05:14 PM
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.