- STORE REVIEWS
- PRODUCT REVIEWS
2012-10-26
1/5
"I have the Ideapad Y570 and was having issues with the hindges and it was over-heating. The laptop was working fine but my warranty was going to expire in 2 weeks so I decided I would send it in and repair those things. This is what happened.
Aug 29 - Received an email from Lenovo's Blue Sky Server. Notified me that they have received my system at the Lenovo Warranty Repair Depot.
Aug 30 to Sept 24 - During this time I was told that once my system has been repaired, cleaned, and thoroughly tested they will send another email with a tracking number and web address so I can track the return shipment
- After 2 weeks, I had to call in to learn that the parts needed to fix the laptop were not available, so I will have to wait a bit longer
- A representative from customer relations called to inform me that they are going to go ahead and replace the laptop, given the longer than expected waiting time
- Notified me that the case has been escalated to a manager that will handle my case
- Tried contacting the case manager in regards to the status of the request by email and phone and received no response
Sept 25 - Called to complain that I have not received any word on the laptop and I need to know when I will receive the replacement machine. Extremely frustrated at this point as 4 weeks of school have gone by and still no laptop in sight
Sept 26 - Case manager responds and offered any Ideapad on www.cdw.com/ca OR the Ideapad Y580 as a replacement machine.
Oct 1 - Decided that I would wait for the Ideapad Y580, because after carefully going through the available Ideapads on www.cdw.com/ca, there were none equivalent or better models to the one I owned. Despite the urgent need for a laptop, it did not make sense for me to settle for something less than what I paid for.
Oct 2 - Informed by email that the order for the Ideapad Y580 has been placed and will take 10 business days to build and ship. (Expected date: Oct 16)
Oct 12 - Sent an email to confirm shipping address on file, as I was unsure what address was on file. Stated where I would like the replacement laptop sent to. (Received no response.)
Oct 16 - Was expecting my replacement machine in the mail, but did not receive anything. Decided I would give it until the following Monday.
Oct 22 - After no package in the mail, in addition to no response to my email and was unable to reach the manager assigned to my case by phone, I called Lenovo's Support Line. I complained that I have yet to receive the replacement machine which was communicated to me would arrive Oct 16. Also complained that I have not received a response from calls and email; nor was I notified of any changes to the circumstances. What is going on?! Communicated that I should not have to keep following up and calling to make sure my situation is being addressed.
Oct 23 - Received an email from the manager assigned to my case. She informed me that the machine has not shipped as of yet due to a parts constraint and the expected ship date is Nov 1. Asked if I would like to continue to wait for this machine or is there a different option I would like them to pursue.
- I write “I was told the machine would take 10 business days from Oct 2 to build and ship.
I was expected to received the replacement machine on Oct 16.
I sent an email on Oct 22 to confirm the shipping address on file as I wanted to make sure the replacement system was sent to the right address. I received no response.
I called on Oct 22 to complain that I have not received my replacement system when I was specifically told I would receive it on Oct 16.
If there is a change in the status of the order or from what you had told me, it's not unreasonable for me to expect you to let me know.
I don't understand why I am being informed that the replacement system has not been shipped due to a parts constraint only after I had called in to complain.
Almost 2 months of school have gone by and I still do not have a laptop. If I knew it would take this long, I wouldn't have even sent it in. I stated numerous times that I need the laptop for school, and I have spent how many weeks at school and at the library using their computers. I am frustated and extremely annoyed. What is the point of me getting warranty on the laptop? I could have just taken it to a shop. It would have definitely not taken 2 months to resolve. This is unacceptable, especially from Lenovo who prizes itself for their award-winning Warranty and Support Services.
At this point, I want to make it very clear that I do not want to wait any longer. What systems do you have right now that I can replace mines with? The last time I was offered to choose any Ideapad from www.cdw.com/ca but the issue was all the Ideapads available were lower models, which is why I opted to wait for Y580 because it made no sense for me to replace my system with an older model or lesser specs. I will not accept a system that is less than equivalent to the one I own. Please let me know what are my options at this point. I would like to have this issue resolved by tomorrow.”
- She responds “I apologize that this is taking longer to resolve than we both anticipated. I also apologize that it has taken a while for me to respond due to my workload.
Any machine that is ordered from us has to be built. If you'd like us to order a machine that is in stock at www.cdw.com/ca we will do that. Just let me know what machine/model Ideapad you'd like us to order. If you'd like to pursue a refund for the original machine instead of a replacement, please let me know.”
Two months is a long time, but I’m not so much mad about the time as I am about being mislead time and time again. It is not unreasonable for me to expect someone to follow through on what they had told me, and if for any legitimate reason they are not able to fulfill their responsibilities... they should let me know! Worst customer service I have experienced in a long time, and quite honestly I am surprised it was with Lenovo, as I have heard good things about their service.
Through this process, I have wasted countless hours trying to solve and deal with this issue. I've been disconnected many times and put on hold for long periods of time. They have my number on file, I expect to be called back if the call gets disconnected (especially at no fault of my own). It is extremely frustrating to have to call back and have to repeat what I have already said, and then be put on hold again.
Lenovo states that their escalation management helps "you gain peace of mind knowing even the most complex issues will be resolved, thereby increasing end user satisfaction in the process" because their "escalation process manages the problem from diagnostics to closure". I can say, from personal experience with my case being escalated to management, that they were not capable of resolving my issue to a satisfactory conclusion. I was told each time by the support line that because my case has been escalated to a manager that I have to follow-up directly with the manager, and that there was nothing they could personally help me with. Which is fine, but my case manager never replied to my emails or was I ever able to get a hold of her via phone. Each time I received a email or response from my case manager has been because I had to argue with the support line, stating that in a circumstance where my case manager is not communicating with me or notifying me of what is going on, there needs to be someone else I can speak with that can take care of this or at least let me know what is going on - at that point they would put in a request/note to the supervisor.
Lenovo prizes itself for their award-winning Warranty and Support Services and are confident consumers will receive the high standards of quality and customer care. I have purchased warranty services from other companies, and I have never experienced such long repair and hold times. I would not recommend any of Lenovo's warranty or support services. I definitely regret having made this purchase. The laptop may be good but I do not support companies who take wasting their customers time so lightly. I would never, ever, ever make the mistake of buying from Lenovo again."
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