My horrible Lenovo experience and why I will never purchase from Lenovo again (long)

Hang in there omph. I really hope everything turns out well. I am confident Lenovo will do good. Also Mark is one of the most helpful agents for a company I have ever seen. He's really active in the Lenovo forums and I've seen him offer help to many people there.

I'm very interested in your outcome.... why? Because I'm probably going to have to send my laptop in due to the 2dimm graphic crash issue. I'm definitely going to take pictures of my laptop before sending it.

 

File a complaint with the BBB.

 

I also want to extend my deepest apologies to not only Hellbore, but also morphy and to anyone else I lashed out on in my replies. I'm sure I alienated some supporters. But that is karma, and I humbly accept and will learn from it.

I assure you all though, I am usually not like this. I had already gone through so much over my laptop that when the unfortunate incident at the Lenovo forums transpired over the weekend, I simply hit a breaking point and didn't want to be pushed around anymore. When I heard criticism by posters on this thread contrary to what I believe was right, I wrongly flipped out on those that were only trying to offer my advice and help.

Please forgive me, I know now I was terribly wrong for doing so. I offer only my most sincerest apologies. /humbly bows

Yours truly,
omph


EDIT: Many of my inflammatory responses and remarks directed to Hellbore have been removed from the thread. I felt it was unnecessary to leave them in because they drew away from the main issue and now that I look back, I realize they were a bit excessive.

 

webdtc: I most definitely recommend you take pics of the outside and inside of your laptop if you can before you send it to the service depot (if you might recall my case involves tampered parts on the inside and I still don't know exactly where). I would really hate for this incident to happen to anyone else.

Mark has been very helpful and already has contacted a customer relations representative about my case and I hope to hear from her tomorrow. Thank you for your kind words and support.


SonDa5: I will give Lenovo one more shot to right this wrong. I really am not a vindictive person. This is the reason why I holding off posting this story or links to it on the forum.thinkpads.com (I was about to until Mark responded and my thread was reopened). As I stated in my message to Mark, I just hope I can get my laptop exchanged as I am very concerned as to what other parts of the laptop have been tampered with besides the keyboard and motherboard whether by the depot or the factory in which it was built. I might even change the title of this thread depending on the outcome.

However, if a just and satisfactory settlement is not reached, I will file a complaint with the BBB and resort to other recourses including legal and a creating web blog. I'm just trying to be fair. Thank you though for you advice.

/pray

 

I hope this is resolved positively. I was thinking about getting a Thinkpad to replace my current notebook, but this is very worrying.

 

This is Mark's message to me concerning my case that he sent around noon (I thought I had posted it, but it must of been another message that I was thinking of):


Omph,

With regard to your two service cases ####### and #######, for your T61p, 6459 , serial ######, there is currently a complaint open with IBM under CMT case #####.

We have requested the pics, and will either have that case transfered over for resolution, or will open a new one. Carolyn, who reviews billable disputes for Lenovo will collect the pictures and other information and should follow up with you shortly - hopefully this afternoon.

You can rename the post within reason.

Best regards,

mark


________________________________________________

Since I missed Carolyn's call today literally by 2 minutes, I hope I can get in contact with her tomorrow. I also changed the thread name on the official Lenovo forums to "Disputed Spill Allegations". I think that is a reasonable title.

 

"However, if a just and satisfactory settlement is not reached, I will file a complaint with the BBB and resort to other recourses including legal and a creating web blog. I'm just trying to be fair. Thank you though for you advice."


No, you are doing anything but trying to be fair. For instance, we haven't heard from Lenovo, only from you. That isn't "fair". You are stating here what you will do if you are not satisfied.

What you are are really doing is leveraging this forum and using it and it's reading to embarass Lenovo into giving you what you want.

 

Not sure that's entirely fair. Everyone who reports this kind of problem is in some degree "leveraging this forum and using it and its readers to embarrass Lenovo" into giving them what they want. Such information is useful to potential purchasers and to other members who may be facing a similar problem. This kind of information-sharing is one of the reasons for the existence of this kind of forum, though of course it's not the only one.

As with almost everything else, this kind of information-sharing is open to abuse. What's important, therefore, is the credibility and accuracy of the information presented. At this point, I'm inclined to believe omph, if only because of the level of detail and the fact that it's hard for me to believe someone could fake such genuine upset at such length.

 

Online Complaints, web blogs etc. Although a good way to "vent" will not Influence a company's decision in any way.

Even though I hear some complaints, I will be a new customer when the new x300 comes out. Great Product, crappy customer service.. Who cares. You can't blame Lenovo for lazy workers.... Why do you think most Company now Outsource? Americans are lazy. They want to get paid $30/hr doing nothing.

 

UPDATE: The beginning of what seems to be a happy ending....


(I was still sleeping at the time that she called so I was a bit lightheaded when talking to her, so I will try to recall everything to the best of my recollection - statements that I recorded adjacent to each other might of been switched around but the contents of the conversation are all there)



4/16 (approximately 8:30 am): I receive a call from Carolyn from customer relations.

She first says she has taken over handling my case. She then reviews a few facts about my case: my laptop was sent to the service depot to fix an issue; "spill damage" was reported to be discovered by the service depot; I am still waiting for a resolution. I validate her findings.

I restate my position that I found it quite suspect that the pictures of the "foreign substance spillage" discovered by the depot had yet to be sent to me. I assured her that the depot had my email address (it was printed on the Repair Control Sheet that I sent with the laptop and that I had also given my email to Bruce over the phone when he offered to send me pics). She replies that she had sent out a request for the laptop and pictures to be sent to her department for further investigation when she received my case. She goes on to add that even she had yet to receive email of the pics (oh well). In addition, she states that the service depot is not operated by Lenovo but by a third-party (it was a bit of a relief to learn this fact because I would of really lost faith in Lenovo if my case was actually handled by the company itself from the beginning).

To find a resolution for my case, she offered me two options: (1) I could wait for the laptop to be sent to her and have it fixed by Lenovo; (2) I could get the laptop exchanged to minimize any delay. I more than happily choose the second option because I was also worried about the condition of the my original laptop when it would finally get back to me.

The process of the second option involved the depot sending me back the laptop, a return box sent to me, me sending the laptop with all the accessories it came with back to Lenovo (HD, AC adapter, 1 out of the 2 512MB dimm chips, and battery were not included with the laptop when sent to the depot), and Lenovo sending me a replacement (I don't recall if returning my old laptop and sending me a replacement would happen sequentially or concurrently - I believe it is the former, but I will double check).

For replacement, she offered me two options: (1) I could wait for another laptop with my originally specs to be built and sent out; (2) she would find me a pre-built laptop with specs equal or exceeding my initial CTO. In addition, she adds it would be better for me to take the second option because CTO machines might take a while for them to be built and sent out, whereas a pre-built one naturally wouldn't. The semester for me is almost about over but I will be starting summer session right after so I needed a laptop asap still, thus I choose the second option.

She said she would find out what configurations they had that would meet or exceed my CTO and that she would get back to me on them later on in the day. I then thanked her and expressed gratitude that my situation is finally coming to a happy conclusion.



4/16 (2:09 pm): I receive a call back from Carolyn. She said she found a pre-built T61P that met or exceeded my original CTO. However, when she was going over the specs with me, I found out it had a WUXGA screen. My original laptop had a WSXGA+ screen and I found that the text was bit smaller than I actually would of liked so I told her for this reason I this option wouldn't work for me. She understood and said she would try to find another pre-built lT61P with the same resolution as my original build and that she would get back to me tomorrow (by this time it was already past 5 pm on the East Coast so it wasn't possible to get back to me today).



And that is where I'm at now. I am very happy that my case is finally coming to a close because I cannot afford to spend anymore time on dealing with this situation, and that the proposed resolution was to have my original T61P replaced so my worries that I would receive a "handled" laptop back is finally put to rest. The only concern I have is if the new machine also suffers from the 2 dimm issue... we will see....

I will continue to update my situation... but as it stands now, there seems to be a happy ending. In addition, if and when I get the replacement, I will be changing the title of this thread to a more appropriate "non-inflammatory" and positive one.... (I'll think of one later).

I honestly believe that this just and expedited resolution is attributed to the aid of Mark Lenovo, NBR, and last but not least and most importantly all the supporters I had on both forums, in particular this one. I thank you all from the bottom of my heart.

... now I can go back to studying with more peace at mind!

 

A good sign indeed! The squeaky wheel gets the oil. Consider yourself lubricated

 

If you think that all these events of unfolded according to a "master plan" I had from the start, and/or if you think that I'm was being unfair to Lenovo by offering them one last chance (FYI: customer arbitration is the final chance I had anyways for getting my situation resolved by Lenovo, so in actuallity it was the last chance for both Lenovo and I to sort the matter), and/or if you think I'm making all the stuff up, so be it.

For the record (and stated in a previous post in the beginning of this thread), my intention for posting on the official Lenovo forums was to maintain a record and the intention for posting on NBR was to share my experience with everybody on this forum. I personally have learned quite a bit from the experience of other customers of all brands on NBR.

However, after the unfortunate incident at the official Lenovo forums that happened over the weekend (which afterwards was remedied by Mark), do you honestly blame me for beginning to look at this thread as leverage? Maybe you would of viewed and done things differently. /shrug

In addition, suggestions such as filing with the BBB (which came from more than one poster) and looking at other methods of recourse were in direct response to other posters recommending the same or similar advice. Btw, creating a web blog was an idea given to me in a private message from a poster on this thread, which also included a link (as an example) of a web blog that discusses other "issues" with customers of Lenovo (I never have felt and still don't feel the need to post the link).

Lastly, irregardless of whether I posted this experience or not, this mishap was an "embarrassment" to begin with. But I'm satisfied at this point in time because Lenovo was finally able to come through and remedy this "embarrassment".

 

omph,
I think you made one mistake. I think you should have gone for a custom made machine that was brand new rather than a prebuilt one. I know that you are taking summer classes and need a machine soon. I custom ordered mine and got it in a week to my home. Since you are in the US, I think your order should be processed quickly. I say go for a custom built one and if they are willing to let you upgrade, go for what you think the best upgrade will be.

Second point, I don't think you should go for the WUXGA screen as it is dimmer(lower nit rating) than the other 2 options. I am not going for it.

Third point, If you get a prebuilt machine you might wind up in the same situation you are in now all over again. In Mark's message he said any machine built after 3/20/08 has the new fixed MOBO in it. I am not sure if this MOBO fix was retroactively applied to the prebuilt/outlet etc machines. If you get a prebuilt machine with the faulty MOBO you might have to deal with the depot all over again

 

wrighton: Thank you for believing me and your support.


kboyer:

Uhmmmm, I guess being lubricated is better than not...


Fire Snake:

I still have about 5 weeks left in my semester and I actually could really use the machine now. If I can get a pre-built machine that meets or exceeds my original CTO, I'll take it. I hope to find out tomorrow from Carolyn, but I still have the option to get my machine built.

I agree with you on the WUXGA decision. I read before I was going to purchase that it was dimmer and I personally like bright screens. Even if it had the same brightness as the WSXGA+, I found that the native text in some instances was just about right, so anything smaller would just be too small for me.

I didn't know that any machine after 3/20/08 had the new fixed mobo! Where is Mark's message stating this? I can always also ask when the pre-built was actually built. I'll check with Carolyn also on this new info you just gave me. Thanks.

I was also going to ask about adding Accidental Protection Coverage, but I just found outs its not available for consumers in California.

 

Good to see that things are getting better for you.

My T61p is the best computer I have ever used.

 

YAY! Is really what I want to say. I am so happy for you, I am so glad when the consumer (who has made a reasonable complaint) has won out.

And, more than anything, I am pretty sure it made a HUGE difference that you made a stink. From the onset, it is Lenovo's responsibility, but these large retailers need to rethink how they allow third-party shysters to ruin their name by providing fraudulent service. I hope Lenovo investigates this depot service they use in California.

 

I sent you a PM. Check it out when you can.

 

omph, that is great you got a resolution to your issue. I'm happy things are turning up for your laptop issues.

I would agree with TheFireSnake. I would have went with the CTO because of that 3/20 date. Hopefully you can confirm with Lenovo about the build date of your machine or get the model of the motherboard and compare it to the one being used in new builds (I'm sure TheFireSnake sent you a link to the Lenovo forums with the issue tip about the 2dimm problem).

Although I'm really happy this sounds like something that should never have happened. I'm glad that Lenovo stepped up to resolve it. It may have been the 3rd party that did the damage but it's still Lenovo's responsibility I think.

Good luck with your new machine. I hope it's issue-free

 

Congrats, omph, I hope you will get your new laptop soon.

 

Awesome, grats on the resolution. Now dont go around spilling anything at all on the second laptop

Hehe j/k...enjoy your laptop

 

Since school has started, I've been really busy with the new semester so I haven't had a chance to update my situation but I'm proud to announce, I finally received a replacement laptop and it only took 4 months!


What happened:
__________________________________________________


4/16: As all of you might recall from my previous posts, I got in touch with Carolyn, a Customer Complaint Advocate, with the help of Mark to get my situation resolved.

Her department was going to look into my case concerning the spill dispute with service depot and it was decided that I would receive a replacement laptop.

4/23: I received email confirmation from her that I would receive a CTO laptop with my original specs. She also told me previously that there was no order number so it was impossible for me to check myself the status of the machine unless I contacted her.

So, I waited patiently and every two weeks or so, I would leave a voicemail or email Carolyn to check on the status. She kept saying it was coming.

7/2: After one of my periodic email inquires, she emailed me back and told me the machine was held up due to a part constraint and would ship in the next 5-7 days business days. I said to myself, "finally". However, it would have been nice to know there was a parts shortage that caused my delay to begin with.

Summer school was already half way thru, so I was w/o a laptop that had office installed (I had a gotten a copy of office from the ultimate deal but I was waiting to install it on the replacement).

8/1: After waiting another month, the laptop still had not arrived, I began getting anxious because school was starting at the end of the month so I emailed and left a message on her voicemail.

8/9: After waiting for a week w/o a response, I began getting upset so I emailed Mark to again look into my situation for me.

8/11: Mark replied apologizing that the case was still outstanding and reported that Carolyn had not responded b/c she had been out due to medical issues. He ensured me that my cased would get worked on that week.

8/11: (Mark was right) I received a voicemail message from Greg who works with Carolyn to help resolve the situation.

Unfortunately, it took me several days to finally speak to him because I was unavailable when he called. Each time I missed his call, I would have to leave a voicemail for him to return my call.

When we did finally get to talk (forgot when), I explained to him my situation. He told me my original replacement was no where to be found. By this time, the T61P was no longer being made and the new models had already come out. Therefore, it was decided that I could configure a new machine that was similar in price to my original order.

It took me a little while to figure out what I wanted because when I'm not planning on buying something I don't like following what's new and hot b/c I can get green eyed (also had to call Greg and wait for his response a couple times regarding additional questions I had). I finally decided on a T400 b/c I wanted an LED screen. The WSXGA+ Samsung on my original T61P was too way too dim.

8/25: Sent him the configuration for a T400

8/27: Greg was able to do what Carolyn couldn’t. I was given an actual order number so I could track the status.

9/06: Order ships

9/10?: I receive my replacement laptop!!

_____________________________________________________


I'm glad this situation is finally resolved even though it took over 4 months to get a replacement laptop (after the decision had been made). I don’t think I would have been able to have gotten a replacement in the first place had it not been all the support I received on the forums and the help of Mark. I humbly thank you all!

I decided to rep all my supporters out there (I started a while ago). It might take me a while to rep everyone b/c the boards will only allow me to rep so many people each day.

I am also going to change the title of the thread but I'll think of one later because this post has taken a bulk of time (a small price for the support I rceived) and I have to go back to studying.

With all that said, I'm also having issues with my T400 (freezing and BSOD). The computer froze once already when I was typing this out. Going to cross my figures that there is a simply solution. I'm hoping it’s a software issue and that a fresh reinstall will fix it.

 

Hey omph! Long time no hear. I thought you took your new Thinkpad and ran for the hills and all was well ......

Couldn't believe what I am reading, you just got your machine a few weeks ago???!!! That is absolutely insane.

Hope your new machine works out well.