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128 Posts

04-10-2016

United Kingdom of Great Britain and Northern Ireland

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Re: Miix 700 - issues after updating folio keyboard firmware

2017-02-17, 9:02 AM

Thing for me is - this is fine - but it's all still on such an individual and random basis. Where are their Incident and Problem management processes and why have they not kicked in? In any professional IT organisation they would be in place... a number (I suspect a large number) of Incidents related to the same issue => PROBLEM and a root cause analysis done and then contact all who might be affected. Why has this not happened? Not once (with this issue) but (at least) twice (with the power issue I have also suffered). And then if a number of Problems related to a single unit or component - possibly a recall to resolve. But none of this. Just lots of us (and them come to that) running around chasing our tails. Very very shoddy.

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12 Posts

01-17-2017

Australia

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Re: Miix 700 - issues after updating folio keyboard firmware

2017-02-18, 13:57 PM

@straff,

 

I totally agree. In my case, (I believe) I've gotten beyond the "this is a problem with your unit" issue. I sent through extensive notes, diagnostic information (from the diag tool) and videos of problem replication and the member of the engineering team I spoke to acknowledged that a firmware upgrade may be required (pending their findings),

 

ie: The fix for my Miix 700 is going to be the fix for everyone.

 

The fact it took me 3 phone calls and significant stubborn arguing (essentially talking over the support reps requests to take me through "the script"), combined with flat out refusing to send the unit back until my issue (actually, our issue) was escalated was disappointing to say the least, but I feel like we might be on track now.

 

Lenovo, if you're reading this: Please don't let us down! :)

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128 Posts

04-10-2016

United Kingdom of Great Britain and Northern Ireland

187 Signins

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  • Posts: 128
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Re: Miix 700 - issues after updating folio keyboard firmware

2017-02-18, 17:18 PM

I hope you'r right fennb - but I have my doubts!

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57 Posts

12-07-2016

Canada

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Re: Miix 700 - issues after updating folio keyboard firmware

2017-02-18, 19:31 PM

I highly doubt they actually read the forum.  I always thought these forum are just users bringing up issues and they usually get resolved from the community if users.. So it's not really a way to communicate with Lenovo. We shld point out this to them though if we are contacting tech support... 

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24 Posts

11-26-2016

Hong Kong S.A.R of China

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  • Message 115 of 302

Re: Miix 700 - issues after updating folio keyboard firmware

2017-02-20, 6:24 AM

The Lenovo CS is extremely difficult to deal with, and basically pushing people around saying "we need to investigate", but no solution can be provided.

 

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128 Posts

04-10-2016

United Kingdom of Great Britain and Northern Ireland

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Re: Miix 700 - issues after updating folio keyboard firmware

2017-02-20, 8:22 AM

Most companies do keep an eye on the boards - I suspect it's a good way of picking up on issues and stopping fires from starting - I got a replacement cable modem from Virgin Media that way for instance (where normal routes had failed). But it seems Lenovo aren't that bothered - not in the forums, nor in the basics of IT management such as Incident and Problem management

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4 Posts

01-07-2017

Australia

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  • Message 117 of 302

Re: Miix 700 - issues after updating folio keyboard firmware

2017-02-21, 3:56 AM

One thing we could try is to embarrass them into responding, by hitting the threads that they ARE interested in and saying, "yes, the product you want us to talk about looks good, but I hope it receives better support than the Miix 700 and it's faulty touchpad..."

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128 Posts

04-10-2016

United Kingdom of Great Britain and Northern Ireland

187 Signins

1132 Page Views

  • Posts: 128
  • Registered: ‎04-10-2016
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Re: Miix 700 - issues after updating folio keyboard firmware

2017-02-21, 7:29 AM

makes sense :)

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57 Posts

12-07-2016

Canada

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Re: Miix 700 - issues after updating folio keyboard firmware

2017-02-24, 23:56 PM

Update with mine.  The machine has been sent in and the status says I should schedule a callback if haven't heard from them.  So they said my repair is on "engineering hold" and may take a few weeks to sort out.  The guy asked if that's ok, and I asked him what option is there as not fixing it is not an option.  So he said we could esaclate to customer support manager.  So it will be escalated and see what these bozos have to say. 

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128 Posts

04-10-2016

United Kingdom of Great Britain and Northern Ireland

187 Signins

1132 Page Views

  • Posts: 128
  • Registered: ‎04-10-2016
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  • Message 120 of 302

Re: Miix 700 - issues after updating folio keyboard firmware

2017-02-25, 9:00 AM

Mine was "escalated" about 6 times. On each occasion, either by phone or live chat, I was told it had been esclated and someone would call me back within 3 working days. Not once did anyone call back I ended up in a Kafkaesque loop of ringing being told to wait, repeat. I pointed this out but every time I was told I could not make direct contact and this was all they could do... so good luck with it! Keep us posted... I hope your experience is better than mine

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