Stonewalled by customer service...

[Rax]

Hi,

I've recently had a terrible time with a failing X200 that's been repaired incorrectly twice up here in Canada by Lenovo. I'd really like to escalate the issue as the machine has been almost been broken longer than it's been working, but can't seem to get the emails or phone numbers for anyone above the regular customer service number - and they're not really helping.

The experience has really been awful, considering this is the 5th Thinkpad I've had, and since I bought it in January, it's been either broken or out for repair almost a total of 3 months.

Any ideas? Emails? Names or numbers?

Thanks,

S.

[archer6]

The key to reaching a supervisor is to ask to have the call escalated and don't take "he/she's busy" they'll call you back, because they will not. You must remain calm courteous and simply persist until they turn you over to a decision maker. I've been in your position before and it does work, but you must be clear that you are not giving up and if all else fails, call back immediately as you will get someone else on the phone to assist. Remember it's only going to go a far as the person is willing to help you escalate it. This does indeed work, but unfortunately it takes much more effort than it should (I spent four hours on the phone). Be prepared to call back repeatedly until you find someone who cares and will help you. It took me five tries (five call backs) before I got through to a person who cared, but then it really paid off as they took my computer back, expedited the credit and sold me a brand new machine at a very substantial discount for my trouble. So in that case it turned out very well. But only because I was extremely patient and continued until I got what I wanted, which was basically to have the computer replaced.

Good Luck