Lenovo service = bad country

Just bought a new Lenovo X61, loaded and the docking station from the website. I paid $300 extra for the next day, on site service. It was delivered in just under two weeks.

Unfortunately, the docking station was DOA, and during a call to Lenovo service for help, the laptop got stuck in the docking station.

Oh well, these things happen thought I, even to the best of products. Thank God I bought the extra service package.

But no, Lenovo has no record that I bought next day on site (this is an information technology company?) I offer to forward the order confirmation Lenovo sent me, but no, they don't accept emails, they ask me to fax it to them (this is an information technology company?)

So the next day, it gets late-ish in the afternoon, no sign of service. I call Lenovo back; their computer still shows no onsite service. Oh, you sent a fax, they ask with surprise? That can take up to 48 hours for them to find the fax and enter the data into the computer (this is an information technology company?)

And on and on it went . . . call after call to the unfailingly polite but entirely powerless service department in Atlanta, to receive their empty assurances of their commitment to service excellence. But not so committed to service excellence that they could actually provide me with some service.

After a fruitless week with no action, I found, with a great deal of difficulty the telephone number the local Lenovo branch office here in Toronto where I live. I got in touch with Customer Relations and told them forcefully that they had to take the machine back and give me a refund.

They've agreed, although it took 48 hours for them to get an 'RA' number for me (return authorization).

I dread to think of the hassle that lies ahead to actually get the refund posted to my credit card.

KYP.

 

Moles,

This is really unfortunate - it sounds like we had a number of opportunities to have gotten the system entitled and delivered service properly. It seems like you kept a cool head and were really patient through it all. Sorry that we are losing you as a customer.

Could you send me a PM with your order number, any service case numbers, etc?

I'd really like to follow up on this.

Mark

Thanks

 

^I hope you never leave this forum nice to have a lenovo rep. on board.