Lenovo's lousy support

[singmob]

On the bright side, free kopi at service centre, many flavours

 

[LonelyMan]

Local support TNC are drafted by local legal advisers that seek to screw consumers. They serve to protect the company interest and not to provide consumer service.

I worked with HP, Lenovo and Dell (consumer), HP business support is the best and even due to my own fault for dropping the laptop they replaced the case for me FOC. Lenovo doesn't even bother to entertain my call or email. Dell because we had a few consumer laptop bought, they wouldn't even bother to keep me happy by at least checking for exceptions.

 

[Ark Law]

Local support TNC are drafted by local legal advisers that seek to screw consumers. They serve to protect the company interest and not to provide consumer service.

I worked with HP, Lenovo and Dell (consumer), HP business support is the best and even due to my own fault for dropping the laptop they replaced the case for me FOC. Lenovo doesn't even bother to entertain my call or email. Dell because we had a few consumer laptop bought, they wouldn't even bother to keep me happy by at least checking for exceptions.

any experience with Dell business support? I kinda reach the point where I think all brands offer crap consumer service and only the business tier support gets the fast lane treatment.

Even Dell discontinued ProSupport for consumer products

 

[Encrypted11]

I worked with HP, Lenovo and Dell (consumer), HP business support is the best and even due to my own fault for dropping the laptop they replaced the case for me FOC. Lenovo doesn't even bother to entertain my call or email. Dell because we had a few consumer laptop bought, they wouldn't even bother to keep me happy by at least checking for exceptions.

Consumer HP laptop, years back I got a full chassis replacement + lid assembly in factory wrap (including display panel, wireless antennas, webcam etc) less the existing motherboard migrated. Essentially new laptop less motherboard and connected components.

Panel was damaged due to my user induced fault though it had no visible cracks or damage (adding too much weight on lid). For the chassis, there's some corner bulge since purchase and there's alu surface corrosion from palm sweat. I asked for reseating but the replaced the body after the service call.

I only had standard 3 year warranty. During collection the frontdesk guy hinted pretty obviously that HP alexandra (servlink managed) has a "one time exception" card to play with. That wasn't the same experience with Lenovo servlink at paya lebar AZ I had in regard to what qualifies for part replacement.

Manufacturer policies do affect how these contractors behave.

 

[86technie]

any experience with Dell business support? I kinda reach the point where I think all brands offer crap consumer service and only the business tier support gets the fast lane treatment.

Even Dell discontinued ProSupport for consumer products

Cuz issue is even if you wish to say a particular brand CS is bad.
Majority of brands the service center are usually outsource
to different vendors.

How their vendors handle their customers is up to their discretion.
Used to work at HP service center Alexandra before, really demanding
KPI and customer demands like what you guys brought up.

The SC there is managed by vendor so even if you bash the parent company. I do not know whether will parent coy pass down the info to the vendor especially their CS level.

Anyway as far as I know, not all CS are rather good.
Whether HP, Lenovo, Fujitsu, Asus and etc. are almost the same.
Now Dell wise is different, have been dealing with them for so long
that I find them rather reliable.

Yes even Dell, they themselves also outsource to different vendors to handle different projects like server.
A tip from me, please don't have high expectations of CS level like
as if you will get from BMW/Merc after sales.

Just be specific on the problem and what exactly you want.
Even if you find their advice no good, not what you want.
Just negotiate till there's a agreement.
Not happy, ask to speak to the manager/Team lead in charge.

Being in the IT line, that is what I usually ask either from customers or contractors.
Cheers.

 

[Encrypted11]

Oh ya.

Reminds me of the "expedite" flag you can ask the front desk CS to put up .

But I find isolating the cause and identifying the issue helps at least with HP this doesn't work the same with all SCs/manufacturers. For HP servlink seem to be able to back order the replacement part in advance replace when the tech confirms at a certain degree (I always log a case on phone before coming).

The flexibility of having the tech call you up as the replacent is complete offering an instant pickup vs. full diagnostic before returning the laptop is great.

The service form says 3 biz days IIRC. But my encounters are 1-2 biz days unless there's a weekend lag.
These things combined help a lot with reducing turnaround time.

 

[86technie]

Oh ya.

Reminds me of the "expedite" flag you can ask the front desk CS to put up .

But I find isolating the cause and identifying the issue helps at least with HP this doesn't work the same with all SCs/manufacturers. For HP servlink seem to be able to back order the replacement part in advance replace when the tech confirms at a certain degree (I always log a case on phone before coming).

The flexibility of having the tech call you up as the replacent is complete offering an instant pickup vs. full diagnostic before returning the laptop is great.

The service form says 3 biz days IIRC. But my encounters are 1-2 biz days unless there's a weekend lag.
These things combined help a lot with reducing turnaround time.

Wonder anyone handle Fujitsu before?
They lead time is terrible, one HDD replacement takes months.
However some coy/Gov are using their laptop.

 

[Encrypted11]

[/B]

A tip from me, please don't have high expectations of CS level like
as if you will get from BMW/Merc after sales.

Just be specific on the problem and what exactly you want.
Even if you find their advice no good, not what you want.
Just negotiate till there's a agreement.
Not happy, ask to speak to the manager/Team lead in charge.

Being in the IT line, that is what I usually ask either from customers or contractors.
Cheers.

Have to agree. When I need a component replacement, isolate the cause and ask directly. Don't expect the CS of any SC to porh you except about making sure and checking if the front desk highlights the right info to the tech. A no-nonsense, no taichi bullsh!t fast turnaround repair is enough.

Not sure about fujitsu. But I have a friend with a 13" lifebook with the motherboard busted due to fan failure and lack of thermal protection kicking in years back.

Iirc, it was the typical weeks of repair and slow turnaround sinkee experience. That's all I know.

 

[Techno Pride]

Bro, i am talking about HP.

not lenovo.

lenovo is known for shitty Support.

don't expect much from a China Owned brand.

shame on IBM for letting lenovo use their "Thinkpad"

it is utter rubbish

My bad. Thanks for sharing your experience.

 

[Techno Pride]

Bro LocalITguy talking about HP.

IIRC HP years ago, you will be only made to sign a form with just a few clause:

-If a replacement part is unavailable, they will substitute it with an equivalent or better part
-Data loss should be expected, you have been warned to backup your files before sending in
-Something that protects them against internal tampering induced damage
-May have carbon copy of form on what physical anomalies the frontdesk should check and circle on diagram like missing rubber feet

Nothing about signing away your consumer rights. HP local CS isn't toxic like lenovo.

Thanks, man. I'm not so angry now, but still bewildered why anyone would sign that Lenovo repair form.

"I agree that the damages are due to my fault" (paraphrased) really takes the cake. It shows what the Lenovo senior management and lawyers think of the general public.

Btw I don't distinguish between in-house and outsourced support. Did Lenovo hire these guys? If yes, then they're also Lenovo.

 

[Techno Pride]

Most call centre staff are drones who can only read standard answers from a FAQ database. They may not know much about the products or issues, and they are hired because they are cheap. Not that they can provide quality service.

Man hour is very expensive. The mindless drone on the phone is helping his boss to save $$$ by not authorizing site visit.

 

[Techno Pride]

Cuz issue is even if you wish to say a particular brand CS is bad.
Majority of brands the service center are usually outsource
to different vendors.

How their vendors handle their customers is up to their discretion.
Used to work at HP service center Alexandra before, really demanding
KPI and customer demands like what you guys brought up.
<snipped>.

Hi thanks for sharing.

Were you pressurized to issue quotations to con-vince the customer to pay for repairs and parts? That is to say, there is quota not only on the repair but also on the sales.

 

[nickwh]

Back in early 2015, i had a Lenovo laptop Y series (the one with the red litted keyboard), the left caps lock button went loose just barely 2 months of usage. You could literally "peel" it up abit if you happen to press slightly harder, seemed like the hinges were poorly done.

Called in to their service center and had a hard time explaining to them that it was not a damage but rather really poor quality keyboard. I even took pretty sharp photos at all angles and showed it to them via email.

Nobody really responded after my call and i had to send 2 email reminders to ask what's the status, in all it took almost 3 weeks for me to know that they are not going to help with it.....

Their reply was that the extended 3 years warranty does not include accidental coverage and they are unable to help with the replacement. They went on to say as per photos, no broken clips were observed on the key caps......(exactly no broken clip so the quality was really terrible and not accidental damage)

It was annoying and they said i could escalate to their higher management so i did and same thing, they were firm that they can't help. So i asked how much to repair it because i do not want this laptop anymore and would repair it to sell it off. Not sure what happened later but ultimately i know they didn't follow up much and i went to taobao and ordered the full keyboard and installed it myself, all in costs me barely 30 bucks as compared to sending to SLS to fix for >120 bucks as quoted by couple of shops.

The keyboard i got from taobao was way better than the original one, definitely not filmsy on the keys and had a much more solid feel. Shortly, i sold it off to my colleague because it irked me. I tend to want to rid it from my sight on products with weak or poor customer service....which reminds me, last one was a XFX video card......

I reckon for myself, decent customer service is pretty important.

 

[Techno Pride]

They're playing mind games with you. How are they to provide "decent customer service", when that is at odds with their bosses' bonus money? Less repairs, more bonus $$$.

Good on you for taking the initiative. Though they should really be paying you for doing their job for them.

http://forums.hardwarezone.com.sg/notebook-clinic-77/lenovo-laptop-servicing-issues-4626504-2.html

 

[WoShiNiDeCrone]

Back in early 2015, i had a Lenovo laptop Y series (the one with the red litted keyboard), the left caps lock button went loose just barely 2 months of usage. You could literally "peel" it up abit if you happen to press slightly harder, seemed like the hinges were poorly done.

Called in to their service center and had a hard time explaining to them that it was not a damage but rather really poor quality keyboard. I even took pretty sharp photos at all angles and showed it to them via email.

Nobody really responded after my call and i had to send 2 email reminders to ask what's the status, in all it took almost 3 weeks for me to know that they are not going to help with it.....

Their reply was that the extended 3 years warranty does not include accidental coverage and they are unable to help with the replacement. They went on to say as per photos, no broken clips were observed on the key caps......(exactly no broken clip so the quality was really terrible and not accidental damage)

It was annoying and they said i could escalate to their higher management so i did and same thing, they were firm that they can't help. So i asked how much to repair it because i do not want this laptop anymore and would repair it to sell it off. Not sure what happened later but ultimately i know they didn't follow up much and i went to taobao and ordered the full keyboard and installed it myself, all in costs me barely 30 bucks as compared to sending to SLS to fix for >120 bucks as quoted by couple of shops.

The keyboard i got from taobao was way better than the original one, definitely not filmsy on the keys and had a much more solid feel. Shortly, i sold it off to my colleague because it irked me. I tend to want to rid it from my sight on products with weak or poor customer service....which reminds me, last one was a XFX video card......

I reckon for myself, decent customer service is pretty important.

lol same here got myself a yoga last sept...the first time when i tried to insert the lenovo wireless mouse dongle, it was pretty tight but working though...removed once to try on another usb port, other usb port was using normal strength to insert and remove. put back to the first usb port and cant remove it anymore...usb port and mouse still works till 2 weeks ago...bought to lenovo and they freaking quote me $300 for repair. FIRST AND LAST LENOVO PRODUCT EVER.

 

[Ark Law]

bought to lenovo and they freaking quote me $300 for repair. FIRST AND LAST LENOVO PRODUCT EVER.

Lenovo servicing keyima?

 

[Techno Pride]

lol same here got myself a yoga last sept...the first time when i tried to insert the lenovo wireless mouse dongle, it was pretty tight but working though...removed once to try on another usb port, other usb port was using normal strength to insert and remove. put back to the first usb port and cant remove it anymore...usb port and mouse still works till 2 weeks ago...bought to lenovo and they freaking quote me $300 for repair. FIRST AND LAST LENOVO PRODUCT EVER.

How the authorized repair center is forced to screw the customer. 10 minute video.
https://www.youtube.com/watch?v=VFmKlcjvta0

Your relationship with the service centre is adversarial.

 

[Encrypted11]

My experience told me otherwise too. My last experience with Lenovo was a Thinkpad T430s. It experienced a keyboard keycap falling issue lately because of the flimsy plastic clips below them. 2 directional keys were affected.

Fun fact: key cap falling in backlit versions are also a repeated on lenovo forums along with the warranty denial claims that are routinely hidden by the mods.

You can still pretty much find user references to the key feedback and how the non-backlit keys feel 'denser' and gravelly (thinkpad only) than the backlit ones.

There's a Louis Rossman video where he put the different keyboards under a PCB microscope and multiple video references to the same issue. This was true for the gen 1 "7 row thinkpad chiclet", but in the 4th and 5th gen this is still true on inferior build quality of their backlit keys.

 

[orbvius]

if u not using bitlocker, reset tpm in bios for the hanging issue

 

[Techno Pride]

Fun fact: key cap falling in backlit versions are also a repeated on lenovo forums along with the warranty denial claims that are routinely hidden by the mods.

You can still pretty much find user references to the key feedback and how the non-backlit keys feel 'denser' and gravelly (thinkpad only) than the backlit ones.

There's a Louis Rossman video where he put the different keyboards under a PCB microscope and multiple video references to the same issue. This was true for the gen 1 "7 row thinkpad chiclet", but in the 4th and 5th gen this is still true on inferior build quality of their backlit keys.

"fun facts"

screen flickering? Stop blinking your eyes

Good thing Lenovo can't delete stuff here...
















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