SL500 Problems and Poor Lenovo Customer Service Followup

I bought a Lenovo computer because my IBM ThinkPad was the best computer I have ever owned. When I was doing research, I noticed a new line coming out, the SL series, and decided it was time to buy a new computer. I was impressed by both the price and the series of safety features such as a roll case and hard drive disengagement due to dropping. But, it was quickly apparent that my new ThinkPad was not nearly as good as my old one, and has been plagued with problems that have caused me to send it in for months at a time. Since I got it a little over a year ago, I think it has been with Lenovo being fixed more than in my hands.

The first time I sent my computer in, a mere 3 months after getting it, the screen had vertical lines across the screen, the hard drive was clicking and whirring, it would randomly turn off, two of the keys had popped off while typing, and it began to shock me. My computer was kept for over a month while ordering the parts. When it was returned to me, while most problems had been resolved, the shocking had not been fixed, and within a couple weeks the screen started to flash pink. At the time, I could not afford to send my computer back in, and I was able to reverse the problem for a few minutes at a time by pushing lightly on the speaker bar. A couple months later I finally had time to send it in, reported both problems, and my screen problem was promptly fixed within a couple weeks.

Finally, in the beginning of December, I opened my computer and the plastic around the hinge snapped, making opening and closing the lid impossible. I immediately called customer service and they created a case number and made the order to send out a box. During the end of the call, the representative asked a series of safety and information questions including, "Does your computer produce any electrical shocks?" To this, I responded that it had, and that I had reported it on both my previous experiences, but that nothing had been fixed or addressed. I was told that my case needed to be escalated to the SWAT team, and that I would be sent a new box, one addressed to North Carolina. I was given a new case number and told to wait for the box. I waited a couple weeks, and when it did not arrive (only an old box to be sent to Atlanta had come), I called back. I was told that no box was sent out because they had found a different solution to my problem and never called to tell me or fill the order. I had to wait for Lenovo to send a different wall plug. I was told I would get a box after that for my computer’s hinge problem. Once I received the new wall-adapter and no extra box, I called back and was told by the SWAT team that my case had been closed after they send the replacement adapters and that I needed to call customer service back to get a new case for the hinge, the problem I actually called about. Please keep in mind I still could not open or close my computer during this time.

So, once again, I called customer support, and this time, after being on hold for two and a half hours, I was told that my new case had been created and the box would be sent. I needed to leave town, so I left my computer, ready to be packed with my parents. My box still had not arrived when I returned a week later. I called again, was given a member of the shipping staff, who simply agreed with me that the box had not been sent, then put me back on the line with customer service to get yet another new case number so they could try to send yet another box.

Finally a few days later I received my box. I sent it in, and about a week later received a message that that I caused the damages and that they were billable to me, for the amount of $350. I called back to explain the problem, and was told to wait a couple days and that they would explain this to a supervisor.

Again nobody called me, so I called back and had to start over. This time, I was given a representative to handle my case, but then I was told that the damages were still billable to me, and they were going to email me pictures explaining why the repair would not be made for free. I received no pictures, called back, and, when neither my original representative (that I talked to first) or my new case representative was available, I refused to get off the phone until I spoke with a supervisor. After waiting nearly 20 minutes, he got on the phone, I explained this whole story, and he finally told me that he would call Atlanta himself to fix it. I finally received my computer back a week later.

I was asked to fill out a customer survey, and filled it out with this exact story. I was contacted by Lenovo within a week, and the representative on the phone said that he was sorry about the problems, wanted some details on the case, and said he would call back to try and make the situation better and help them make up for their errors. After talking with him for almost 30 minutes, I never received a call back, and now, after giving them a chance, I would like to share my story so that other people do not make this error.

While working at Indiana University Technology Services, I had previously recommended Lenovo computers many times to people I was working with or helping. I sincerely hope I did not cause them as much grief as I experienced over the past few months, and do not plan on recommending Lenovo computers in the future to anyone in the future.

I estimate I've spent almost 20 hours of the phone with Lenovo, and my computer has been with them for nearly 4 months throughout the last year.

 

The SL500's hinge attachment to the case is pretty weak... and the failure that you described is quite common. Other than overheating, the hinge failures is the second most common problem that people have reported to me regarding the SL series.

This is one of the reason that i don't recommend SL series, i always recommend the R series instead.