Hi All,

I was wondering how I can reach the Customer Complaint Resolution team?

I paid more than $300 dollars for the ThinkPlus support and Next Business Day Onsite Service, but I have been experiencing extremely subpar customer service. Here's what happened:

1. When the NBD Onsite Service Technician came and installed my WWAN card, he wired the atennas wrong. With the blue antenna cable wired to MAIN and the red antenna cable wired to AUX. I had to go read a service manual and do the rewiring myself and finally got my mobile broadband to work. This was back in December 2010.

2. I called in to TechSupport recently regarding overheating/WWAN issues with my X201T and I was told by the techsupport technician that he cannot resolve the issue right away and he would give me a call back the next day this was prior to March 28 (I forgot the exact day of the call in but I still have the service number). However, he never did. I called back 4 times to try and reach the representative. Twice he was off-duty and twice he was busy with others. I was told that a notice have been sent to him and he would return my call promptly. Well, since then a week has past and I have not received a call back.

3. Since I did not receive a call back after a week. I tried calling in again and talked to another technician to see if he can resolve my issue. However, he simply told me, I only have the 1-year mail in service warranty. However, I told him very clearly my S/N number and even told him to please check the Lenovo Warranty Website which states very clearly that I do have the extended warranty as I have claimed. He wouldn't check. I don't think he even bothered to check if he typed the S/N correctly (I'm assuming that, because when I told him to check again, he just immediately told me the same thing). I asked him to be transferred to his supervisor politely, but he told me they're all busy and he would notify them and I would receive a call back as soon as possible. However, there was no call back. No messages were left in my voice mail either.

4. Then I had to attempt to resolve my issue at the Lenovo forums. Fortunately, someotherguy was able to answer my questions, but he was not able to solve the problem.

So who should I go to for help in resolving this issue? I have both the service request ID's and records that I did call in to the TechSupport. I even have the names of the technicians. I spent more than $300 dollars on the extended warranty and I end up having to do my own work and try to resolve the issue myself. This is really not acceptable.

My machine type is 0831 with S/N xxxxxxx. I'm extremely dissatisifed with Lenovo's service that I thought used to be good.

Any help and feedback is much appreicated,

Thanks,

John

Moderator Note; s/n edited for members own protection

I called in today again to TechSupport and another technician noted that someone will follow up with me and give me a call back before 3 PM. I don't know whether or not he meant 3 PM EST or 3 PM PST, either way, I have not received any return call. This is getting beyond ridiculous.

It's ironic that when I call in, the pre-recorded msg says, "Thank you for contacting the Lenovo...we're here to ensure you're extremely satisfied..." Really? Is this some sort of false advertisement...

http://www.staff.uni-marburg.de/~schmitzr/donate.html

Sorry about the issues that you're having.  With the exception of an occasional Lenovo employee cruising through, we're users like you just trying to help out. With that in mind, I saw your other thread and i'd just like to ask whether your fan sounds alright when it's running.  Does it stay a constant speed?  Does it speed up when there's high cpu usuage?  Is it on at idle or off?  The standard for Thinkpad fan control has always been and always will be tpfancontrol.  It was developed as an alternative to the standard bios control.  And, it's adjustable.  The link above is the download site. Scroll down to the bottom and download the latest version.  There's 3 settings, bios, smart, and manual.  The manual is nice in that if your machine starts running hot, you can manually raise the speed of the fan.  I use it on all mine.

As far as a complaint department, the only thing I could suggest from here would be the feedback section of the support & downloads.    There's a place for site feedback there.  I know it's not exactly what you were looking for, but until somebody comes along and sees this thread, I'm just not sure  what else to tell you. The link below goes to there.

We can probably figure out what's going on with the heating issue from here, or at least diagnose it so you'd be able to tell technical support what exactly is wrong with it so they know what to fix.  I would say at this point, just because of the overheating condition, the thermal paste on the heat sinks is probably dried out and not conducting heat away from the cpu properly and should be replaced.  The heat sink might not be seated properly on the chip, although that one is not very likely.

http://www-307.ibm.com/pc/support/site.wss/document.do?lndocid=FORM-FEDBAK&sitestyle=lenovo

So an update to the situation. After dragging for 2 weeks, they finally assigned a technician to come and check out my X201T today and fix the potential problem. However, apparently the parts did not arrive until 11 AM and the technician cannot make it today. However, I made it really clear on the phone last week that I will be on a flight and will be gone out of town for the rest of the week and the dispatch service representative I was on the phone with last week assured me that my problem should be fixed today. I also have a service number for this call as well.

I just find my situation rather unpleasant. First of all, if the technician got back to me earlier, as he said he would have, none of this would have to drag out. Second of all, I did more than my share of work of trying to call in and check on the status and went through the trouble of wasting hours on both troubleshooting my issues and calling back in and waiting on hold. Third of all, I was told that the problem would be fixed today. Where is your credibility? Lenovo?

Other than saying you guys will fix this next week when I'm back.

I hope I don't sound unreasonable and frustrated. I would never have gotten a Lenovo if I knew the service was this bad. Obviously, I'm just one little customer, anyways.

So it's Monday 4/18/2011 1:47 PM.

I did not receive any phone call today from the dispatch onsite technician, been waiting since 8 in the morning. So once again, at 11:46 AM I had to call in to the customer support resolutions team and the representative told me he even confirmed with them last week that it should be scheduled today. So he told me he will call me back and let me know what's going on. He called me back and told me at 12:22 and told me that a technician would be dispatched and should arrive here in 30 minutes. So I waited. No phone calls, no one arrived at the front porch. I attempted to call the representative back and I was directed to the voice message.

Update: it's 1:55 PM.

I just received a call from the World Wide TechSupport service that IBM/Lenovo outsourced the repairs to and I was told that the technician was not available (took the day off because he's sick or something) and that he has the parts and has not returned calls back to the service center so no one else can pick up the parts. I guess, my machine is still not going to be fixed for another day. And a whole morning+early afternoon wasted.

Really? Lenovo...

It's really unfortunate how everything turned out like this, I was even told that it would most definitely be fixed today. Anyways. the usual empty promises, poor customer support.

Just letting all of you guys know what's going on.

I'm not naming the technicians/representatives I talked to just yet because this is beyond their control (the series of events). However, I just wanted to know why I am being treated like this?...It's been about a month since I attempted to resolve the issue.

Further update: 2:17 PM.

I just received a callback from the representative and he said there was probably a miscommunication between 30 minutes as in they would call me in 30 minutes, not the technician would be here in 30 minutes. I guess that's fine. However, I waited for an hour and a half before they even called me. Anyways.

Update on what happened today.

The technician arrived at my house at 11:00 AM. He had a really positive attitude and attempted to switch out my heatsink fan and tried to replace it with a new one.

However, the result was not good. My machine actually heats up to 197.6 F or 92 C, now. And my computer actually runs significantly slower now at the high temperatures, I assume because of the throttling of the clock speeds due to heat. There wasn't anything he could do about it, so he called in and the end result was a depot service.

So in the end, they're going to send in a depot box tomorrow and attempt to fix it in the depot service. I don't know what's going to happen next, if the machine is not fixed.

The other WWAN issue seemed to be kind of resolved. By kind of I mean, the WWAN light still powers on, but if I wait 20 seconds in the Windows screen before logging in. The light disappear. Previously, it would just stay on.

The customer relations representative have been following up with me, but there is only so much he can do about the issue.

All in all, this issue has taken up roughly a month and it's still not resolved.

Obviously, I'm extremely unfortunate in my problem. However, I have to say, the overall service I received was poor. I would have said poor was an understatement if not for the customer relations representative I have been on the phone with and today's technician. Just sharing my experience with Lenovo'sTPP Onsite Service.

i am in complete agreement with you about the very poor support site of lenovo....only bee using it for 4 days and got totally fed up with what must be the worst and most boring site on the internet    will never get another lenovo item again   good luck. you will certainly need it