Poor repair service from Lenovo UK

[JohnTGWalker]

I need to vent about my frustrating T410 repair experience in the UK.

My wife's laptop died mysteriously over a week ago - no lights, no power - nothing. I wasn't worried as I have found IBM / Lenovo service over the years fantastic, and the onsite next business day support service is worth the extra cost.

We called in the repair on Monday and were told a tech would be at our place on Tuesday. No show on Tuesday, and no call to explain or reschedule.

The tech arrived Wednesday and replaced the motherboard, and unit powered on, but the keyboard was also non-functional.

It took until Friday to deliver a new keyboard which I installed. The motherboard replacement was not configured properly so the unit generates some power-on BIOS errors that apparently need to be configured by a tech in person.

We had another tech no-show today despite five phone calls to Lenovo to confirm that the tech was still due to come. We remain without a functioning computer.

The Thinkpad is currently for personal use only, but I have been a freelance consultant at various times in my life at a high day rate and it would have been disastrous to be without my livelihood for over a week. Plus my wife is super angry about having to stay home all day for three days.

This has totally soured me to Lenovo. I can't recommend them to any UK shoppers.

With best regards,

John

[killer]

Sorry to hear about that awful service, John. I suggest you write a letter (snail mail) to Lenovo UK's Finance Director stating what you have written here. Ask for an explanation and ask what they suggest would make you want to do business with Lenovo ever again.

You might be surprised at how effective it is to write to the Finance Director. The CEO is too busy, the Customer Services Director is swamped, and the FD never gets a complaint. FDs are your best friend in these days when companies are run by accountants.

Meanwhile I had a completely different experience when my wife's X201i when wonky. See the thread below yours.

P.S. A few google searches should find the name of Lenovo's FD and his address. I believe they are based in Hook, Hampshire. Anyway it is public domain info so Company's House can always help.

[JohnTGWalker]

A quick update in follow up. I was contacted by Lenovo CS and offered +3 months to the extended warranty. Not exactly generous but issue closed in my mind.

So caveat emptor on Lenovo repair service.

J