My Lenovo Experience...a sad tale

Hi everybody,
The following story is my experience with Lenovo support in general and how a chain of unfortunate events led me to the situation I am in today...

How I excited I was when i first ordered my brand new T400 on lenovo.com on August 12 2008. After a bit more than a month, on September 20, I finally received my magnificent T400, it brought me much joy to see the screen light up for the first time, but...

After a few hours of utilization, the laptop simply shutted down in a blink of an eye. I was intrigued at first, but it quickly turned to fear as the laptop would not boot up when I pressed the power button. Strangely, the morning after, when I tired to boot to the laptop again, it did...only to shut back down after 15min...

Therefore, I called the customer support service and after making me run a few tests they concluded that the problem was the system board and they said that they would send me a box so I could ship the laptop to the repair depot. I should have received the box in 2 business days....

After 5 days I still did not have the box, so I called back to customer services and I was told that there was a problem with my case (some stupid thing about me having an American guarantee but me living in Canada), a to make a long story short, I got the box after 3 weeks.

Normally, it should take between 7-10 business day for me to get back the laptop. Again, the hammer of bad luck struck me, it took 21 days...

This morning I went to get my laptop to the Purolator Depot, since there was an error in my address (go figure) and could not be delivered to me yesterday. It didn't matter tho I FINALLY had my laptop back and I was full of joy at the sight of my laptop booting up...

UNTIL IT SHUT DOWN AGAIN! in the exact same way!

What do I do now? The 21 days to send it back or get it replaced is far behind me and I got a laptop that I never got to use and that doesn't work between my hands.

 

call lenovo, explain, get your money back, buy something else.

 

GET YOUR MONEY BACK!!!!!

OMG I wouldn't even have waited THREE weeks for a BOX to send the laptop back lol FULL refund my friend!

 

wow. that sucks. i'm with whizzo. sorry about that.

 

get something else =[

 

that sucks. after it was discovered that i had a bad mobo that wouldnt allow my T400 to sleep, i got a new laptop sent to me in 2 days.

 

Man, I'm extremely sad to hear such a thing could happen to you. It's been a while since I heard a horror story that bad. It seemed like Lenovo was finally shaking the bad reputation that they had previously earned. Interestingly, if you go back and find some really old customer complaints, bad motherboards seem to be a consistent thing with Lenovo, for whatever reason. Hmm.

Anyway, I would attempt to get the money back, if I were you. I really don't think trying to get the computer fixed is worth the hassle at this point.

 

You will need to get on them. Research some of the other threads here with people who had bad experiences similiar to yours. Call them again and explain to them exactly what has happened and try to ask for a new machine. Don't know if they will honor it since the 21 days are up, but they should atleast fix it and provide you a running machine. The machine should have come with a 1 year depot. Try to get your case escalated up. It is going to be a frustrating process, but keep on them till this is resolved.

 

Seems like they did a poor job, and treated you as very non-important... Unless you really want a ThinkPad, you should get your money back and get something else.

But if you really want to keep that ThinkPad, and have no luck with Lenovo on the phone or email, try get in contact with Mark_Lenovo on http://forums.lenovo.com/lnv/ to see if he can help you.

 

Very good advise if all else fails, Mark has helped many.

 

UPDATE:
So I called Lenovo Customer Services again but this time I asked to talk to the supervisor and I asked him I wanted a full refund. Thank God, I finally met someone that seemed to have some brains. He looked at my case and told me he could not guarantee I could have a refund since the 21 days had passed but he told me I had a very strong case. He opened a DOA request and send me a e-mail which contained the e-mail adress at which I had to send my proof of purchase.

I scanned my original invoiced that I received by mail and e-mailed all this to the adress I was given.

All I can do now is wait....and wonder how will they actually get back to me.

 

So you have given up on Lenovo and getting a replacement? Going for something else? Hope things turn out well no matter what you decide.