Dear all,
I would like to seek your advice on my Lenovo Laptop Servicing situation. My machine was bought during the IT fair in Sep 2013. I have sent in for servicing to Lenovo Service Centre (MegaLink @ Bukit Timah Shopping Centre) for several times. My situation is as follows:
I bought my Lenovo Laptop in September 2013. I faced issue of battery problem (battery drains very fast – Battery status shows 1 hour plus (About 40%), 5 minutes later the machine auto shut down. When adapter is plugged in and machine is switched on, battery status is left with 6%). Two other issues are black blank screen (when mouse is clicked, the screen will start to blink) and I also faced hanging issues (5-10 seconds) while using the laptop. (P.S. Kindly bear in mind that I seldom use this laptop during this period, probably 4-5 times only).
I could only take time off from work in early October for servicing (This is because Lenovo Service Centre only opens during the office hours on weekdays and it clashes with my schedule).
During first servicing, they told me it may be due to firm ware issues, so they kept my laptop for 4 days to do upgrading. I took back my laptop 4 days later and was told that they have to order and replace a new motherboard (which takes more than 5 working days) for my laptop. At that point, I was shocked as it was a new laptop, barely used it and now I have to wait for days for replacement of motherboard. I felt that the machine was a lemon and requested to have a replacement of another new laptop, but my request was denied. They told me to do the repair/replacement of motherboard first and see how it goes. I was frustrated as I was worried I will face further problems with this machine.
I sent in for second servicing to replace my motherboard two weeks later. I collected my laptop 1 week later. After collection, I still face the same battery issue. As I was overseas, I could only return to the service centre in January.
3rd Servicing in early January, they acknowledged the battery problem and decided to order and change a new battery for me. Again, I insisted on a change in laptop but this time round, they told me my laptop has been 4 months already. They can’t change it due to their policy. I requested to raise my case to the higher management but they refused.
I collected my laptop again, battery problem persisted even with new battery.. 4th March 2014, I sent it in for servicing again! 4th time! They acknowledge the battery fault again and had to order another to replace. This time round, I ran out of patience and I was firmed on lodging a report to their higher management for a replacement. I insisted to have the management to contact me regarding my case and do not wish to collect the lemon laptop again due to previous experiences. The service centre told me that they will diagnose, lodge a report to Lenovo Care (Malaysia) and get back to me with the results. BUT on 7th March, I received a call from them, asking me to collect my repaired laptop. No report was lodged to Lenovo Care! It was only when I told them over the phone again, my report was only lodged the following week. From that day till 28th March, I have been constantly in contact with Lenovo Care (Malaysia). Despite knowing my multiple servicing situations, they refused to replace my laptop and insisted that I collect my ‘repaired’ laptop.
I am very frustrated with the above situation and the way both the service centre and Lenovo Care handle my case. The laptop is now about 8 months old and it has been in and out of servicing so many times! I have wasted so much time, effort and money!
Without having any choice, I went back to collect my laptop, requested to speak to a representative of Lenovo Singapore. The service centre told me that they were just an outsource centre and had no contact with Lenovo Singapore. They mentioned that even if I contact Lenovo Singapore, they will still direct me back to Lenovo Care (Malaysia). What made matter worse was they notified me that my battery warranty is left with 4 months! The 2 years warranty that was provided to me for my laptop does not cover my battery. Battery warranty is for 1 year.
I sincerely apologize for the long post. After reading the above, I appreciate your constructive feedback on what I should do next as they have left me, as a customer, with no choice but to accept a defective product.
I thank you in advance for your help and hope you can contribute.
Cheers.
I would like to seek your advice on my Lenovo Laptop Servicing situation. My machine was bought during the IT fair in Sep 2013. I have sent in for servicing to Lenovo Service Centre (MegaLink @ Bukit Timah Shopping Centre) for several times. My situation is as follows:
I bought my Lenovo Laptop in September 2013. I faced issue of battery problem (battery drains very fast – Battery status shows 1 hour plus (About 40%), 5 minutes later the machine auto shut down. When adapter is plugged in and machine is switched on, battery status is left with 6%). Two other issues are black blank screen (when mouse is clicked, the screen will start to blink) and I also faced hanging issues (5-10 seconds) while using the laptop. (P.S. Kindly bear in mind that I seldom use this laptop during this period, probably 4-5 times only).
I could only take time off from work in early October for servicing (This is because Lenovo Service Centre only opens during the office hours on weekdays and it clashes with my schedule).
During first servicing, they told me it may be due to firm ware issues, so they kept my laptop for 4 days to do upgrading. I took back my laptop 4 days later and was told that they have to order and replace a new motherboard (which takes more than 5 working days) for my laptop. At that point, I was shocked as it was a new laptop, barely used it and now I have to wait for days for replacement of motherboard. I felt that the machine was a lemon and requested to have a replacement of another new laptop, but my request was denied. They told me to do the repair/replacement of motherboard first and see how it goes. I was frustrated as I was worried I will face further problems with this machine.
I sent in for second servicing to replace my motherboard two weeks later. I collected my laptop 1 week later. After collection, I still face the same battery issue. As I was overseas, I could only return to the service centre in January.
3rd Servicing in early January, they acknowledged the battery problem and decided to order and change a new battery for me. Again, I insisted on a change in laptop but this time round, they told me my laptop has been 4 months already. They can’t change it due to their policy. I requested to raise my case to the higher management but they refused.
I collected my laptop again, battery problem persisted even with new battery.. 4th March 2014, I sent it in for servicing again! 4th time! They acknowledge the battery fault again and had to order another to replace. This time round, I ran out of patience and I was firmed on lodging a report to their higher management for a replacement. I insisted to have the management to contact me regarding my case and do not wish to collect the lemon laptop again due to previous experiences. The service centre told me that they will diagnose, lodge a report to Lenovo Care (Malaysia) and get back to me with the results. BUT on 7th March, I received a call from them, asking me to collect my repaired laptop. No report was lodged to Lenovo Care! It was only when I told them over the phone again, my report was only lodged the following week. From that day till 28th March, I have been constantly in contact with Lenovo Care (Malaysia). Despite knowing my multiple servicing situations, they refused to replace my laptop and insisted that I collect my ‘repaired’ laptop.
I am very frustrated with the above situation and the way both the service centre and Lenovo Care handle my case. The laptop is now about 8 months old and it has been in and out of servicing so many times! I have wasted so much time, effort and money!
Without having any choice, I went back to collect my laptop, requested to speak to a representative of Lenovo Singapore. The service centre told me that they were just an outsource centre and had no contact with Lenovo Singapore. They mentioned that even if I contact Lenovo Singapore, they will still direct me back to Lenovo Care (Malaysia). What made matter worse was they notified me that my battery warranty is left with 4 months! The 2 years warranty that was provided to me for my laptop does not cover my battery. Battery warranty is for 1 year.
I sincerely apologize for the long post. After reading the above, I appreciate your constructive feedback on what I should do next as they have left me, as a customer, with no choice but to accept a defective product.
I thank you in advance for your help and hope you can contribute.
Cheers.
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