Terrible warranty service, customer's stuck

[goji]

Hello, i'll try to make it short. Recently my motherboard and fan were changed due to different issues. Not all at once, cause lenovo sent wrong parts (and this happens quite often..). Unfortunatly, some of the issue were worse after the change and some new appeared.

Temperatures were much higher while they were already not great before. I guessed it was due to the fan since it made a wrong noise. But they insisted changing my CPU, which had no issue. The (not brand new) one got some however : integrated graphics's totally defective.

Whole ultranav's dead too, maybe due to the fragile connection that was pushed/pulled numerous times recently. Now that the tech came again and aknowledged this, they "recommend" me to send whole unit to them. They did this earlier too, but there's no way i'm gonna due that, seeing their "level"..

Just so you know, the CS ignores all my mails and is talking random or telling to wait when i call them. Only reason i had the on site support started is cause i directly contacted an IBM tech and he unlocked the case (it was locked). Now they (lenovo, not ibm techs) did (more) crap and put it on me, repeating so many things were replaced.

Isn't that crazy? They make the unit worse and then blame you. The warranty ends very soon, there is 3 months warranty for any changed parts however it's probably not on site and i guess that's why they're making me wait : for the warranty to end so i'm forced to send back and they totally ruin it. I'm quite powerless facing this, any ideas?

[brchan]

I would try escalating the case. Also, you can try calling multiple times to try to get a better CS rep, which is what I had to do a few times before. If you sense that the conversation isn't going anywhere just hang up and call again or at a different time.

[goji]

I'm up to the point i can recognize/recall each rep voice/name..!! How do you escalate?

[dr_st]

Try posting on the Lenovo forums:
http://forums.lenovo.com

There are official Lenovo CS reps there, including some with actual ability to get issues resolved.

[sktn77a]

My experience with Lenovo warranty service has been very different. Knowledgeable, helpful techs and quick warranty depot service. Compare this to Dell which I had the misfortune to call yesterday for a friend who was having problems with his Inspiron laptop. The tech (in India) downloaded a public domain remote access program, followed by a trial version of superantispyware and then proceeded to tell me that my only option was to pay $80 for a one time technical support call or $250 for 1 year of technical support. THIS WAS 5 MONTHS INTO THE 1 YEAR, SO-CALLED, FACTORY WARRANTY!

I'm sticking with Lenovo and getting the 3/4 year factory depot warranty.

[dr_st]

Unfortunately, both kinds of service have been exhibited by Lenovo - the great and the terrible. And probably a few in between.