Lenovo customer care is rubbish!!!

I have just taken actions against Lenovo here is a copy of transcript with office of fair trades Australia,

Complaint details
Please provide details of the complaint in chronological order:
1. received goods approx. feb 2013
2.used device(tablet pc) for approx. 2months or less and there was a fault with sound.
3. contacted Lenovo warranty and was told they would send a box for me to send device to them to be repaired via air mail.
3. asked for tracking number for item was told it was the consignment number on the box with turned out later was wrong and was not told whom was the actual carrier was.
4. Item was sent approx. april 2013 Day after box arrived which was a Friday in april , Thursday the following week I ring warranty service to find out whats happening and was told that I should of received item back on Wednesday and after inquiring into where the box in my household was found an empty box. (I had not signed a secure post that only I was to receive)
5. after approx. three months of ringing Lenovo I was finally told they would send out a replacement in which they did.
6. I used the replacement device for work for approx. another 2 months in turn fails again.
7. after ringing warranty and explaining the situation that had occurred the first time they said they would send someone to my house to repair the the device the following week.
8. the following week nobody arrived nor was there any contact , I rang them for the next 3 months constantly and was given the same response "we are awaiting on parts".
9. Finally after that 3 months I was finally told they would send another box and I received that box approx. 23 Dec 2013 in which I placed the item and sealed and sent it away with the courier service, I tracked its movements without help from their end as they where to incompetent to give me a tracking number and gave me false information on whom the carrier is.
10. On the 29th of dec 2013 I received my first contact from Lenovo to notify me that they were sending someone out the following day to repair my device.
11. A repairman rang me the following day to ask my permission to come to my house in which I replied that I no longer have the device as it was sent to where they do repairs, he replied he will contact Lenovo to find out what is going on, I never heard back from him until I contacted him back later that day where he stated that Lenovo would contact me back.
12. I received no contact from Lenovo in regards to this issue so I contacted them myself on the 2/1/14 in which they replied that a service person should of been sent out to repair it on the date listed above, I informed him of where the device was sent and he replied with they are awaiting on parts to be delivered. finally over the entire course I have repeatedly asked to speak to someone in charge and for me to be given direct contact with one person in dealing with all this matter and was never given such help. I have spoken to a different person nearly every time I have contacted Lenovo and have had no help in resolving my issues. I have owned the device for nearly a year and my warranty is due to expire soon.

What has the trader offered to do to resolve your complaint or what reasons have they given in refusing your request?: They have met me with no resolve every time I have contacted them.
What would you like the trader to do to resolve the matter?: I would like them to return my device repaired as well as a 2 year extended warranty, and if it turns out that I have lawful grounds for compensation of my device as it was bought for business purposes I wish to ask for a simple compensation of my choice on another product in their catalogue. I also further ask that there methods of how they conduct these matters to be changed where they have better security on delivery methods i.e that only the owner of the device can sign for a package upon producing the correct documentation as I believe there is a breach of privacy in regards to secure digital documents on such a device is at stake. Further more they that only one representative from Lenovo be permitted to deal with individual warranty claim numbers and a direct line number or email be given for that representative that is handling the claim so as to assist the consumer in his line of inquiry of his product further more a customer feedback be implemented.

If we decide that the trader has breached fair trading legislation and the case goes to court are you prepared to assist us during that process (e.g. as a witness)?: Yes

Are you prepared to be contacted in future by us for customer satisfaction or other research that can help us impro! ve our services?: Yes


In short Lenovo is a dismal product, has poor service , lies to its customers and further more is totally incompetent as a business.

 

This is unfortunate to hear, however this can happen with any product and any company. I wouldn't lose too much sleep over it and just move on, if you do not you will just end up wasting a lot of your own time. I had experienced something similar with Lenovo and finally 3 months later they refunded my money. At the end of the day, no one and nothing is perfect, you just have to learn some patience and understand these things happen. Hope you get a resolution.


With regards,

Ducati_6

 

i think you emailed me about this too.

 

All companies get it wrong occasionally, some more than others! I personally never had a problem with Lenovo's service. Sony on the other hand were terrible in comparison.