I hope I am posting this on the correct category. My intentions are purely sharing my surprising experience thus welcoming any positive feedback possible.
I have a very unpleasant experience with the official Singapore's Lenovo Service Centre. Here it goes...
Being a multi-brand notebook reseller, we have encountered numerous service centre woes. But kudos goes to IBM, they never fail us by even delivering any user replaceable spare parts within the next working day any time during the warranty period.
Now, Lenovo has a different service centre. That already caught me by surprise but was able to compose myself as I know Lenovo & IBM are 2 different product world totally. Located at Bukit Timah Shopping Centre, inconvenient non-centralised location I suppose. But then again, we know Singapore is easily travelled. Got up to 5th floor, and I found a company called Megalink with a big Lenovo sign up their internal wall. Right, Lenovo appointed another company to take care of their technical services.
The moment I walked in, I was greeted by a lady whom was loud on the phone, hopefully not scolding a customer, I told myself jokingly. I was attended by a gentleman instead and he called an 'engineer' out from an unseen room whom attended to me. So I told him, this brand new Lenovo Y400 notebook had a faulty harddisk out of the box. He verified it to be true.
But disappointingly, he couldn't provide me a one-on-one. Being ever run an RMA Dept, I do understand some of the difficulties giving a one-on-one. I was promised at least 3 days.
The story begins here. After 3 days i received no calls from Megalink. I was curious and gave them a call to know whether it was ready for collection since my customer is waiting. I was told to wait for another 2 days. The reason I was disappointed was because why wasn't I informed that it couldn't be ready in 3 days. Any professional service centres would have called to informed. Isn't Lenovo a professional product?
Waited eagerly for another 2 days came 4pm and true enough, no one called to update me any status. And when I called in to ask, they just simply told me the stock hasn't arrived!
Let me exclaimed, "Oh my goodness, gracious me!" What is wrong with me? I do understand companies do have policies, but how about this one? Lenovo's policy is to bring in the 120Gb SATA HDD from China since they have no stocks in Singapore and Lenovo's policy is try not to inform the customer because stocks came in late?
To me, this is just ridiculous, but to my customer whom have just about to buy that notebook, he was asking what made it so difficult for us to go to Sim Lim Square and purchase another HDD? I will be speechless in this forum but I didn't go speechless with Lenovo.
Time will tell whether their integrity will remain by fooling around with promises made to a customer. I'm sure the response in here will be a mix of pointings on my stupidity as well, being fooled by a service sheet with no proof of conversation?
Again, I am posting in this forum to share my experience, and no defamation whatsoever is intended. Just disappointed that I was made to believe that I was the fool.
Finally, a Lenovo engineer who took my case seriously, decided to replace the faulty 120Gb HDD temporarily with a 100GB one which they have in stocks. Well, though it took me 9 days to get a HDD replaced, though not the same size, but at least, this quieten me down. Set was delivered personally to my store by a thoughtful engineer whom went his own way to get this problem solved in an analytical manner.
Though my Thinkpad carries the Lenovo branding, I still send it in to the IBM service centre @ Changi. My experiences with them have been excellent so far.
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Though my Thinkpad carries the Lenovo branding, I still send it in to the IBM service centre @ Changi. My experiences with them have been excellent so far.
Yes sir, ThinkPads are still under the care of IBM, Lenovo Y400 like mine will be taken care by Megalink appointed by Lenovo. I second that, IBM Service Centre is among the best.
Finally, a Lenovo engineer who took my case seriously, decided to replace the faulty 120Gb HDD temporarily with a 100GB one which they have in stocks. Well, though it took me 9 days to get a HDD replaced, though not the same size, but at least, this quieten me down. Set was delivered personally to my store by a thoughtful engineer whom went his own way to get this problem solved in an analytical manner.
Thanks for tuning.
Downgrade HDD? Will they replace it with the correct capacity when the stocks arrive?
Though my Thinkpad carries the Lenovo branding, I still send it in to the IBM service centre @ Changi. My experiences with them have been excellent so far.
Thinkpads is still under the care of the service centre at Changi.
Downgrade HDD? Will they replace it with the correct capacity when the stocks arrive?
Well, that's what I was promised, but a buyer walked in and grabbed that notebook as he was happy with the 100Gb configuration. Hopefully, I will not be in the mood to ask for compensation again...
1 months after my warrenty expiry. my harddisk crashed
brought it down to Lenovo (At Mumbai because out-station at India)
Checking cost about SGD60
After check and confirmed Harddisk Crash at Bad Sector...Repair costs
SGD518 !!!!!!!!!!!
Winner, kill people put fire....
SGD518 for a HDD replacement and software installation? I suppose... should have thought of doing it yourself or send it in to any other computer shops. I'm sure the cost of a brand new HDD and software installation are much lower as compared.
I have the battery unable to charge problem even though it was replaced 4 months ago.
When I checked their forum page; seems like alot of people having the same problem.
Shouldn't they considered recalling the battery?
So I called their service centre and was led through a merry go round.
The service was exceptionally bad.
Which service centre in the world expect the customer to know the parts number? (The part number that they want is different from the website number) Lenovo does!!!
Finally when I managed to get the part number; the line to the parts department was answered by a message telling me they are too busy to answer.
Altogether I spend an hour trying to buy a simple battery pack; but still to no avail.
I have the battery unable to charge problem even though it was replaced 4 months ago.
When I checked their forum page; seems like alot of people having the same problem.
Shouldn't they considered recalling the battery?
So I called their service centre and was led through a merry go round.
The service was exceptionally bad.
Which service centre in the world expect the customer to know the parts number? (The part number that they want is different from the website number) Lenovo does!!!
Finally when I managed to get the part number; the line to the parts department was answered by a message telling me they are too busy to answer.
Altogether I spend an hour trying to buy a simple battery pack; but still to no avail.
Will not buy Lenovo again for my next upgrade.
During my woes with Lenovo HDD change, I was given a Lenovo number for complains only. The Resolution Officers will listen to you and follow up with your case. Whether or not it is going to be fruitful, no one knows.
Though Thinkpad/Thinkcentres is now under Lenovo, the quality of the product and service is still worlds apart as compared to the N and Y series and the latest IdeaPad. Thinkpad/Thinkcentres maintaince are still under the excellent care of IBM at Changi. In fact, I only recommand Thinkpads/Thinkcentres to my clients.
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