horrible service under warranty

I have a x61-tablet just over a year old. On June 6, the hard drive died. We contacted Lenovo and sent the tablet to the repair center. They got it on June 11. Since then, they have done essentially nothing. I have been traveling so I didn't worry much about it for two weeks.
At about two weeks, I was told that it was on hold for missing repair parts.
At about three weeks, I was told it was on hold for missing repair parts.
Two days later, I was told the parts were in and it would ship in 24 to 48 hours.
Five days later, I was told the parts were not in. After a long talk with a complaint rep, the best solution seemed to be to ship it back , ship the parts and send a tech to our house. (The parts are available 'in the field' but not'at the depot'.) I was told a request for a minor upgrade (ultra base and cd reader)would be put in and that I would get info on the tracking numbers ASAP.
That was Thursday.
On Friday I got a call telling me the parts were ready and asking permission to replace the hard drive. I gave it and called the complaint rep. He wasn't around. I left a message.
This is Monday.
The website has a different message "Waiting for customer input". I called. They know nothing except that the complaint rep is in charge. He is not returning calls. (I left him another message.)
I doubt I will ever get this laptop back. I'm unhappy because it's a good machine.
Anyone have similar problems? Andy suggestions?
Should I just ignore the warranty and get a local repair if there is another problem?

 

PM Mark@Lenovo(Mark Hopkins) on this board or you can find him on the official Lenovo forums here as well. He is a very helpful guy that works for Lenovo and can get to the bottom of stuff fast. Definitely get in touch with him as I know he has helped many others in your exact situation. From what he said, he browses this board once in a while but is always on the Lenovo forums.

BTW - Here is his email as well - [email protected]

 

Thanks. I've sent him a PM and posted on the Lenovo boards. THings are currently no better - I get a different story every time I call, and my complaint guy has incorrect info. He called, thinking that the machine had shipped, but then said the shipping data indicated it had gone to a different state than mine and the sig. didn't seem to be my name.

 

When they replaced the drive on my T42, they just mailed me a new drive. It seems odd they wouldn't do that for you.

 

This sounds completely crazy. So they shipped your machine out and somebody signed for it and took it???

How incompetent can they be, they didn't even have your correct address? Jez....

 

Disgruntled,

Thanks for posting and for sharing your case information. I believe another representative has contacted you and is working to resolve this.

Apologies again for your experience thus far.

Mark

 

I believe that they actually didn't send my machine to somebody else but rather put the info about that machine (incorrectly) into the report for my machine. The complaint rep said he gets a clickable spreadsheet of updates on reports and that the info that come up on mine said a machine had been sent to PA and signed for - but that probably that was somebody else's report. A new rep has called and , in theory, the machine will be repaired and on it's way today or tomorrow, but until it is in my hands and functioning properly, I'm dubious. The complaint rep said he would call back today around 4 - it's 5 and he hasn't called yet (but maybe, trying to be positive here - he has just passed control to the newer rep.)
I'm leaving town tomorrow so you all may not get any thrilling updates for a bit.

 

Don't give up. Keep pressing them and you should have your machine.