Thinkpads Forum

Just wanted to share my ongoing story of horrible tech support from Lenovo:

There was a gradual degradation of the LCD... hundreds of black spots began to appear on the screen. Sent laptop to the "DEPOT" for repair and it came back with a different screen problem, and it was put together poorly. The bezel around the monitor was bulging and it was making horrible noises when you opened the screen. It went back into the DEPOT on the 3th of December. This time it was there for a month. They broke the palm rest while repairing, and then ordered the wrong piece to fix it. It was at the Depot from the 4th until the 27th. It came back with a broken palm rest (my request as I asked them to send the piece directly to me), same LCD problem, same bulging bezel problem, a deep scratch down to the metal on the back, and a defective keyboard. I was then able escalate the call as they finally allowed me to speak to a manager and had someone come to fix it onsite. He did not have all the parts to repair the laptop and while fixing it with the parts he had, he cut the wireless card cable. Naturally I complained and they said the tech was the best on-site person they had in the DFW area. He came back with the rest of the parts and did a poor job repairing... breaking more things. Now the LCD is messed up again (color disappears from half the screen if the screen is barely touched), the camera is broken, the front bezel is scratched and bulging in places b/c the tech didn't fit or broke some of the clips... the back panel doesn't fit correctly with front bezel... there are no stickers on the machine (just holes where they are supposed to go) and the keyboard is still defective. Additionally there are other cosmetic problems such as scratches and stripped screws on my once pristine laptop. They won't give me credit or a new machine and now the laptop is being shipped to an engineer in NC but it is scheduled to take at least a month to fix. The laptop has had 5 repairs (One of which was the palm rest repair performed by myself) and is headed toward the 6th repair. I am very disappointed with Lenovo and have been able to get any real help. The laptop has been in repair longer than I have actually used it.

Could you send a letter to someone higher-up for an outright repair? You certainly deserve it at this point.

I have been unable to contact anyone higher as I have been unable to find contact details for anyone above the escalation team. The escalation team says they are doing all they can and won't let me speak to anyone higher. I asked them at what point do you realize that you are spending more in labor and parts to fix something than you would to just replace it... they laughed at me and said not yet. Oh and I forgot to add... the last box they sent me to send the laptop back in for repair was HUGE and well used (lots of holes and old labels on it) and had the packing material for a t60 series notebook. Additional they shipped the box to me overnight at 10lbs for just the packing materials... and 5lbs on the return sticker. It took the overnight box 1 week to get to me (b/c they never placed it in pickup at their warehouse until this week). It's like they aren't paying attention to anything.

try the lenovo forum. there is few lenovo representatives and they help people out in such cases like yours.

added story to Lenovo's forum... Thanks!

I'm going through my own difficulties and this is with Lenovo customer service (with a US person) not a 3rd party service center. Hearing what you have to go through is beyond hell and I would dispute the sale with my credit card company if possible. I hope you documented all of this with pictures and notes.

Yeah i've kept notes of everything.. just recently filed a complaint with the BBB too. A credit card claim (thank God I paid with my credit card over my debit card) is my last resort but I'm planning on using it soon.

life02 wrote:Yeah i've kept notes of everything.. just recently filed a complaint with the BBB too. A credit card claim (thank God I paid with my credit card over my debit card) is my last resort but I'm planning on using it soon.

Mark asked you send him your information late yesterday. Did you give him a chance to resolve your issue before taking action?

Mark has the information and is looking into it. If he is able to resolve things, I won't have to file a claim with my Credit Card. It's not something I'm looking forward to doing since it will draw out the process even longer but like I said... it's my last resort.

Got it back from the super engineers today and I am still extremely unhappy... the new back lcd plate makes a very strange noise when any pressure is applied to it. The front LCD bezel was not replaced and is still scratched and the emblem is still bubbling. Case screws were not replaced as requested. There is wear already on the new back lcd plate near the hinges. The front lcd bezel and back lcd plate still do not go together correctly on the back middle.. notification lights shine through and you can see the clip... maybe the clip is broken. Front LCD bezel still doesn't sit closely against LCD at the top... it bulges.

Pending refund from Lenovo now.

I'm loving mine so far.

Only issue i had was that giant WWAN signup sticker on the LCD peeled the right side of the bezel off when i peeled it off. and i had to click it back into place.

I'm forever spoiled by the X40's build quality though.

a refund.. oh really? i've been pretty displeased with my x200 too :O i want my x30 back!

Mark from the lenovo forums came through for me and my refund was finally processed this week.