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R0K7
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Posts: 10
Registered: ‎01-24-2019
Location: CA
Views: 2,283
Message 1 of 14

X1 Extreme Problems - Quality issue with replacement and customer service

Ordered a customized Lenovo X1 Extreme ( Touch UHD, 64 GB RAM, 1 Tb + 512 GB SSD) in November 2018 and received it on the 22nd December 2018. On arrival I noticed that the bottom shell cover was not "locked" in properly with the main shell even though the screws were tightened. I proceeded to gently snap it back into place. Then during the next 2 days I noticed extreme heatign and battery drain. Called Lenovo Tech support who looked into the issue and suggested that this was not normal and I would need to get a replacement. So, I called custoemr service and ordered a replacement while being allowed to keep the 'defective" unit until the replacement arrived. I was promised the replacement within 10 days whic finally streteched out to 22nd of January 2019. Well, I got the replacement and found out that it had exactly the same issue with the shell cover not locked in properly as the same unit EXACTLY in the same place - guess the moulds mut not be very good if the assembly line cannot properly close them. Also the screws seem to be loose in spite of my trying to tighten them - they freely rotate!  Then to make matters worse,  on close inspection of the screen (with the unit off) I noticed some strange marks in form of six rings on either side of the screen running vertically - similar to a small suction cup marks. There were also horizontal lines running across the screen. Now all this is very faint and can be seen at an angle with the light reflecting on the dark screen. I switch on the unit and it functions fine the strange markings on the screen do not seem to have any effect on the image. I then try to wipe off the markings with a screen cleaner - no avail! They are permanent and I cannot figure out if its on the touch glass or behind. I compare it to the old unit in my possession and that screen is fine. Its clearly some kind of assmebly issues on the coating or glass. So now I take pictures and call Lenovo Tech support and they dont even wnat to listen to my problem asking me to call Customer Service for another replacement to be sent. Get to Customer Service in the Philippines and with great difficulty explain the Rep the problem I have had with 1) Teh delay in receiving the replacement and 2) The quality issue. She aks if I want a refund, I tell her I could accept another replacement if 1) the replacement delivery can be expedited and not take a month like it just did 2) that someone from the Customer Service Management call me up to discuss the quality issue and make sure any replacement sent is properly inspected. I also send the Cust rep pictures of the problems. Get a reply from her via email asking me if I want a replacement!!!??!!! What was i explaining all this time over the phone?!!! I reply back that I want a replacement. Wait another day and its evening..no news. Finally I call Lenovo and get another Rep in the Philippines - I ask to speak to the original Rep she says she must go through my case before transferrig me. Puts me on hold comes back with the comment that you already have been sent a replacement - so she is clueless or the notes on my case are bad or what? I ask to speak to the original rep..she puts me on hold then returns to say that she is not allowed to transfer calls. The rep will email me. Within 10 minutes (while I am writing this) I get an email saying the case has been submitted to Management because this is a second request for another replacement. 

 

Lenovo has serious problems with customer service - North Carolina facility only handels sales - refunds and replacements are done trhough the Philippines call centre. There is not coordination between the two except through the system - very poor and frustrating, I am sure the reps want to help but the sytem in place is terrible. 

 

Now for Lenovos Quality Control - this is a HUGE problem. I have read reviews and it was mentioned that there were QC issues especially with the units assembeled in Kushan China. I can testify to this!! It's my first purchase from Lenovo and so far the experience has left me thinking!!! I wonder if someone from US Cust Service will contact me  as I am unable to myslef - it works all through email. And all emails for replacement are through some general email system where there is not one person you can address this to!!

 Wonder if anyone has the same experience with Lenovo with both Quality Control and Poor custoemr service?

 

Retired Support Specialist
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Registered: ‎08-02-2018
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Message 2 of 14

Re: X1 Extreme Problems - Quality issue with replacement and customer service

Hi R0K7!

 

Welcome to the Community Forums.

 

That's not the kind of experience we want you to have. We have sent you a private message in order for us to assist you further. 

 

Regards,

 

 



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R0K7
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Posts: 10
Registered: ‎01-24-2019
Location: CA
Views: 1,988
Message 3 of 14

Re: X1 Extreme Problems - Quality issue with replacement and customer service

Hi,

 

Well since the past one month I have tried to get my replacemnt - This case was taken up with the senior Management in NC USA. While the peron I intercated with was very nice, I still was unable to get my replacement until today...in my Lenovo profile it shows as possibly beign delivered tomorrow. I think the person handling my case tried to move things without any success - so it took another month and a few days!! I am really curious to see what I will receive and if there are any QC issues. Here are my observatoins:

 

1) Lenovo QC is very poor. And netither the Customer Service has any control - like beign able to make certain requests in view of the problems, with the faoctory in Kunshan China. It is surprising that one of their high end machines like the X1 Extreme which costa 3000USD (My currenct configuration) has issues with QC. The factory can't seem to put on the screws proerly or chek the screen for blemishes!! QC problems in my case happened twice and not once so there is definitely a problem here.

 

2) For any replacement Lenovo cannot accurately provide any time frame - either because there is probably a lead time on parts or other issues. While if you try configuring a new order it shows a shorter lead time. So its very confusing.

 

3) Customer interaction with Lenovo Custoemr Service is horrible. You get sent to the call centre in Philippines and if you want to speak to someone higher up they (the call centre) cannot or will not transfer you and all communication goes through a system and Lenovo will call you back at their convenience. There is no urgency at all!!

 

By the way I also happen to know a Lenovo Call centre supervisor in Europe and I asked here about how things stand in other parts of the world. I was told exactly the same thing - Any replacement by Lenovo takes forever and yes there are issues with QC.

 

 

Avo2000
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Message 4 of 14

Re: X1 Extreme Problems - Quality issue with replacement and customer service

Almost same experience with a P1.

It's more ore less the twin brother of the X1 Extreme with a Quadro P2000 card. 

 

My first died after two months  

Repair took a month, and 4 service visits, and when they were finally done, four of the seven screws holding the bottom cover have broken threads, and the keyboard is iffy.

 

I demanded a replacement. 

 

I got it today, after three weeks.

 

Opened it up to swap my ssd drives to the new one, found it was missing at least seven screws internaly. 

 

I'm a bit curious now how they will handle this. 

And starting to look at options, p52, p52s, p70, or maybe even a quality product. 

 

 

mat187
What's DOS?
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Registered: ‎03-11-2019
Location: US
Views: 1,838
Message 5 of 14

Re: X1 Extreme Problems - Quality issue with replacement and customer service

I have the same problem with the bottom of the case not being flush -- this is really annoying considering I already got a replacement laptop for QC issues (hardware failure). I have onsite insurance, would they be able to replace the garbage bottom part of my laptop case with a new one?

 

It's interesting how lenovo puts thousands of dollars into laptops and then doesnt even check to see they work right

R0K7
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Registered: ‎01-24-2019
Location: CA
Views: 1,774
Message 6 of 14

Re: X1 Extreme Problems - Quality issue with replacement and customer service

Well..so this is getting interesting..it seems not only me has issues. Well on the other hand I just received my replacement finally..yes it was delayed 2 days at thr Lenovo depot in Canada..all my calling Cutomer service was met with replies that communication with their logistical team is only through the system and even they cannot call someone over the phone.

 

The previous units were shipped in Gemeric packing - meaning the laptop was wrapped in a plastic and put in a box. I had on both occassions asked for retail packaging and the salesperson who configured my order and replacements forgot (Retail packaging is at no extra charge) - even later this soulc not be modified when I asked them to rectify the mistake while my order and eventual replacement were being processed. The third replacement did arrive in Retail packaging ..and let me tell you this it looked to be better inspected. It as in a nice retail box that was shrink wrapped. Moral - if you order anything else get retail packaging looks like its inspected properly (Does it?) and more protected in shipping.

 

Now the unit I received seems to be in good shape just how I should have had in the first place. But this experience has left me seriously thinking if I will deal with Lenovo in the future. I am the buyer for a company and I deal with most vendors, so delivery and quality are critical (But this is valid for all customers). While Customer service agents are very polite and try to be helpful they are dependant on an awful internal system for all the process'. 

 

Then thers is the issue of quality control. And this is a huge issue! How can you sell something as a premium brand and have such poor quality control that cannot even be addressed with replacements??!! I just hope my currenct unit holds up and there wont be any more issues.

 

Another interesting thing...I went on ebay to see what Lenovo X1 Extremes are on offer there and to my surprise I found several vendors offering 1) Quite a few High Spec X1 Extremes that are refurbished with Lenovo warranty 2) Brand new X1 Extremes at pretty good prices (way under Lenovos) and full manufacturer warranty - seller claims they are authorised Lenovo resellers and the advantage of buying from them is there is no wait time for the machine or replacements, in comparison to Lenovo. What does this tell you? Whats Lenovo's  sales strategy? What bothers me a bit is the amount of High Spec Refurbished units available for sale on Ebay by these authorised sellers for a machine that has recently been released on the market!!

 

Maybe other should investigate the machines they purchased as it might be the sme story! Very disappointing experience I have had as a first time Lenovo business customer. Will have to think twice before I recommed Lenovo for our future IT needs! 

R0K7
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Registered: ‎01-24-2019
Location: CA
Views: 1,773
Message 7 of 14

Avo2000 >>> Re: X1 Extreme Problems - Quality issue with replacement and customer service

Avo2000>>>    Strange to have so many screws missing...however I must mention that many times certain areas on a motherboard have screw holes but the manufacturer does not deem it necessary to screw don those areas. Being in the electronics industry I see this all the time on different devices. 

 

Have you had anything to compare it to? Did you first unit (if any) have screws in those places? Is the picture you put up - your replacement?

R0K7
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Registered: ‎01-24-2019
Location: CA
Views: 1,764
Message 8 of 14

Re: X1 Extreme Problems - Quality issue with replacement and customer service

I had that issue with 2 units - the initial order then replacement!! It something so simple and yet their QC on the assembly line don't notice that. What is happening at Lenovo?!!

If they send you a new bottom you will have to peel the stickers off the old one that have your serial number. In any case the serial number can be seen one you power up the unit and open Lenovo Vantage...but just in case you have an issue and you cant power the unit up..you need a the serial on the bottom.
Avo2000
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Message 9 of 14

Re: Avo2000 >>> Re: X1 Extreme Problems - Quality issue with replacement and customer servi

This is absolutely not a case of screws that should not be there  

They are there on the first machine and it's quite obvious that this is just sloppy workmanship and a total lack of quality control  

Right now they are offering me yet another replacement identical or a bag of screws. 

I'm asking  still quite polite for a minor upgrade  and a local delivery, as waiting 3 more weeks for a machine from China is unacceptable for me. 

 

I'm disappointed after 20+ ThinkPads from my first 700c ... 

And I will rattle some trees to get it my way  

 

 

 

R0K7
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Registered: ‎01-24-2019
Location: CA
Views: 1,749
Message 10 of 14

Re: Avo2000 >>> Re: X1 Extreme Problems - Quality issue with replacement and customer servi

Oh wow!! That's horrendously sloppy QC. I would suggest asking customer service to get someone from the Management or better said those above Cust Service based in the country you are. I guess you are dealing with the call centre in Philippines! They will not be able to give you the upgrade in my opinion and only someone higher up could possibly make this decision - and that would be the right thing to do!! I never asked for an upgrade - my machine was fully speced X1 Extreme.

Very considerate of Lenovo to offer to send you a bag of screws! Smiley Happy) Where they short of them on the assembly line in the first place? You are getting me worried I must look inside my machine too..although I wont be surprised given what happened!!

 

Oh! And about the waiting...there is no other option especially if this was a custom machine...you can pleaed with them until the cows come home..they cant or wont do much about the waiting part...at least my experience told me!

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