Lenovo Service Sucks!

I sent in my wife's USB-C Mini-Dock (for her Thinkpad X280) seven weeks ago for repair or replacement under warranty. At first, it was impossible to have anyone on the phone even take responsibility for the unit. The Thinkpad people kept telling me "it's a Lenovo brand product" and send me over there, just to be told that "it's a Thinkpad product" and send me back there. This ping-pong game went on for multiple phone calls.

So finally, I decided to sent it in using a repair ticket I got online. I got the FedEx box from them, sent it back immediately and haven't heard a damn thing since. Finally, over a week ago, I called and told that I'd get a call back in the next day or two. Of course, it never happened.

I've been a Lenovo fans since the mid-'90s (of course, it was IBM back then). I bought a Thinkpad 760C, followed by at least five Thinkpads since. I believed in the product. But this is ridiculous. I'm done with Lenovo.

 

This is why I Buy used, don't have time for the smoke and mirrors warranties tend to be, buy my own parts do repairs on my own.

 

Lenovo tech support is unbelievably BAD. I purchased the on-site repair upgrade to the basic warranty, and the service has been abysmal. It's been over 3 weeks since I first called to initiate the repair, and we STILL HAVEN'T received a call from the tech to schedule a time to even pick up the laptop. So, the repair process really hasn't even started yet. I've now called back 8 times, and every time have been promised we'd receive a call within 24 hours. Nothing... I tried to escalate to a "manager" within the service dept, but both times I waited on hold 45 minutes or longer, and then the line just dropped. One time I was told I would receive a call back from a manager WITHIN 5 DAYS to explain why it was I hadn't yet received a call from the tech...but that I wouldn't receive the tech call until the manager had a chance to call me to explain why it was the tech call was so delayed.

I tried to call sales today to complain, or to find any other number I could call to move this along. They advised me to call tech support...

It's Orwellian.

I've never experienced anything this absurd. Do not buy a Lenovo, and for goodness sake, don't spend the money on the upgraded warranty service. it's a fraud. What's even more frustrating, is there is no avenue to complain or escalate.

 

I had a completely different experience here in Poland. I bought the machine back in Germany and it was no problem for them to replace my screen here when the backlight died.
Less than one week including shipping both ways.

 

I had a great experience with a defective AC adapter for a Legion laptop. I filled out a support ticket online, and within 24 hours they provided a tracking number for a replacement, which arrived via 2nd-day air. The package did not contain a return shipping label, so I hit up their online chat to ask about it. They told me they didn't want the bad power supply back. I wasn't about to argue and went on my way.

 

I have had Lenovo onsite service for three different laptops and have always had excellent and very responsive service from them in the USA. I would say that over the past 20+ years I have used the onsite service five or six times.

 

The cost of Lenovos exteneded warranty is very appealing. If I keep this Y740 I have I will definatly buy it. Even 1 year accideantal coverage is almost a give away.

 

A lot of credit card companies extend the warranty a year or two at no charge.

 

I sent it back today after only having it for less than a week. I tried to contact support by phone and just got a major runaround. After nearly and hour and several calls I wound up with hte first guy I spoke with. Thant was it. I formated and dropped it off at UPS