Lenovo's lousy support

[KlavierX]

I have a purchase of three PCs from Lenovo and two of them gave me problems. Tons of it. It froze up many times when using and both sets were exchanged, took two different trips down because it happened on different occasions.

The first time it happened, I called up the support hotline who guided me through the diagnostic test. Tested no issues and they just push off every responsibility saying it's a software user issue. Wow, that is some really useful tip I would say. I have used PCs for so long and this has never happened to me even once before. It works worst than my PC at home which is five years old. If it was a home PC for personal use, I would not have mind the waiting and hassle.

How is this acceptable when you are talking a business organisation facing difficulties having a smooth workflow because of some newly-bought PCs that got badly screwed up?

When I called today, I'm not in the office and they kept telling me that I have to be by the PC in order to try to resolve the issue. The system keeps freezing up and secondly, it cannot be powered on every on and then. So they expect me to forsake everything I'm doing and head over to do a diagnostic on the PC once again? And to have them telling me later on "Oh this is a software issue, maybe you would like to reformat your PC to see if it works."

I'm pretty sure using a PC for almost a decade, this is the first time someone tells me to reformat a new PC. I followed and did it of course but the freezing is still happening. The way they are handling the situation seems like they are reluctant to send a technician down to visit and see what's wrong.

Maybe they have forgotten, but even the best products can fall with mediocre service--not to mention some half-assed product that freezes over from doing some Excel and accounting work.

They can't even tell me what's wrong when out of the 3 PCs purchased, only one of the PCs with the same configuration and applications is working. The support hotline staff are sure to push it to a software issue without giving it much thought.

This is very unacceptable for a widely known brand, and the issues still remained unresolved after exchanging. The store did their part to help, and now the service side is not helping at all.

 

[Allanlee82]

its common practice to advise user to reformat their system if something cocks up and the support cant resolved, you will be surprise if a reformat on a new system sometimes solves the issue.

the last and final step is sending down the technician, cause they might have limited technician to service user. normally you would have to bring down the laptop/system to their service center? unless your warranty cover on-site service.

best is to take down the service number each time you make a call to the support, the number can be used in your next call.(most service center will have a service number for each call)
if you feel that the support is not working well for you or not solving your issue, request to speak to their teamlead/manager

 

[KlavierX]

3 years on site, and I did try the reformat which didn't work. Just annoyed how they made it seem for sure it's a software error. I did tell them all 3 pcs got the same apps and same PC config.

Thanks for your guide will try it out

 

[ykgoh]

Next time buy Dell for business users requiring support. Heard their support service is better.

Lenovo is not known for quality after sale service, after taking over IBM Thinkpad.

 

[Allanlee82]

agree with ykgoh, go for Dell if you want good after sale support.
I know all this cause i was a desktop support before, if we straight away assign the issue to the tech to go on site, will get fuc* by the team leader, will always have to try and solve the issue by ourself. but each time you speak to the teamlead/manager, it will always escalate very fast

 

[tremor]

Too bad IBM sold off their thinkpad, the best laptop ever.

 

[quekky]

same here, lenovo is cheap so bought a few to try

on 1 laptop usb port not working, they changed mobo already still not working, then they troubleshoot troubleshoot reformat then it works. do windows update not working again. they troubleshoot troubleshoot then say driver not supported for new updates, ask us disable updates

another model touchscreen not working, go down service center they say no stock have to order and waited for 1 month for stock to come

and strange thing when I test PassMark on both lenovo and dell (dell is 2nd gen intel, lenovo 4th gen intel, same cpu speed), dell is 30-40% faster. I tried google all the tuning methods, tried changing bios settings, tried between lenovo installer dvd and micrsoft windows installer dvd, tried update drivers, etc, all didnt increase much in the passmark number

 

[devilwahaha]

same here, lenovo is cheap so bought a few to try

on 1 laptop usb port not working, they changed mobo already still not working, then they troubleshoot troubleshoot reformat then it works. do windows update not working again. they troubleshoot troubleshoot then say driver not supported for new updates, ask us disable updates

another model touchscreen not working, go down service center they say no stock have to order and waited for 1 month for stock to come

and strange thing when I test PassMark on both lenovo and dell (dell is 2nd gen intel, lenovo 4th gen intel, same cpu speed), dell is 30-40% faster. I tried google all the tuning methods, tried changing bios settings, tried between lenovo installer dvd and micrsoft windows installer dvd, tried update drivers, etc, all didnt increase much in the passmark number

Its the same thing everywhere for consumer series products. The kind of support you're looking for only exists with business series products of most brands, or apple.

 

[ykgoh]

Its the same thing everywhere for consumer series products. The kind of support you're looking for only exists with business series products of most brands, or apple.

Maybe if quekky bought a Thinkpad, the Lenovo support tech will rush down to his house within 2 hours.

 

[Koenig168]

Most consumer tech support is crap nowadays.

I contacted Asus for a specific BIOS file and the tech support guy asked me to reinstall my Nvidia drivers.

 

[Ark Law]

Firstly, did TS bought an Ideapad/Ideacentre or Thinkpad/Thinkcentre line of products?

If it's the former, expect crap service because it's consumer level products at consumer-competitive prices

 

[watzup_ken]

I think it is a common problem on consumer grade PCs to have poor after sales service. Manufacturers will only invest more on after sales if you go with their business solution PCs which you can tell from the difference in the pricing. Basically you are paying for better quality hardware and support.

 

[dreamer_toons]

Maybe if quekky bought a Thinkpad, the Lenovo support tech will rush down to his house within 2 hours.

I was told that ThinkPad have better service but my last experience was otherwise.

Years ago when I called in about an unresponsive X1 keyboard, the technician came to my place and have the faulty keyboard replaced; all within 24hrs.

Years later, I replaced the X1 with a X230 and the screen developed a burn in image. Called for service and turned out to be a frustrating experience. The staff insisted that it was a software problem and suggested me to reformat the laptop, which I had already done so. Staff refused to service the laptop at my place which I'm entitled to on site service and kept insisting me to re-install windows. In the end, I bought down the laptop instead and the screen was replaced.

Doesn't mean buying a ThinkPad will guarantee better service.

 

[8-lane]

I also saw some ppl making quite bad compaints abt the service they got from Lenovo's service side (for their computers) on Lenovo SG's Facebook page.. are they that bad?

 

[KlavierX]

Most consumer tech support is crap nowadays.

I contacted Asus for a specific BIOS file and the tech support guy asked me to reinstall my Nvidia drivers.

I had a Asus as well their service isn't great also but better than what I am getting now.

 

[KlavierX]

Firstly, did TS bought an Ideapad/Ideacentre or Thinkpad/Thinkcentre line of products?

If it's the former, expect crap service because it's consumer level products at consumer-competitive prices

It's a thinkcentre M800 desktop, 3 of those

 

[Phelan]

I was told that ThinkPad have better service but my last experience was otherwise.

Years ago when I called in about an unresponsive X1 keyboard, the technician came to my place and have the faulty keyboard replaced; all within 24hrs.

Years later, I replaced the X1 with a X230 and the screen developed a burn in image. Called for service and turned out to be a frustrating experience. The staff insisted that it was a software problem and suggested me to reformat the laptop, which I had already done so. Staff refused to service the laptop at my place which I'm entitled to on site service and kept insisting me to re-install windows. In the end, I bought down the laptop instead and the screen was replaced.

Doesn't mean buying a ThinkPad will guarantee better service.

WTF burn-in image is a software issue?!?!?!

 

[ykgoh]

WTF burn-in image is a software issue?!?!?!

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.

 

[Encrypted11]

I was told that ThinkPad have better service but my last experience was otherwise.

Years ago when I called in about an unresponsive X1 keyboard, the technician came to my place and have the faulty keyboard replaced; all within 24hrs.

Years later, I replaced the X1 with a X230 and the screen developed a burn in image. Called for service and turned out to be a frustrating experience. The staff insisted that it was a software problem and suggested me to reformat the laptop, which I had already done so. Staff refused to service the laptop at my place which I'm entitled to on site service and kept insisting me to re-install windows. In the end, I bought down the laptop instead and the screen was replaced.

Doesn't mean buying a ThinkPad will guarantee better service.

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.

I brought it down to the Kaki Bukit Opus IT service centre for a service request but was shocked that the frontdesk girl brushed me off when she claimed that the issue I experienced was a user issue resulting in physical damage but I would agree from a third party standpoint it is debatable. There are also service bouncebacks with keyboard replacement issues documented on Lenovo forums, not only SG site.

I asked for a technician's POV at OPUS that morning (only via the frontdesk girl) and it was a second no. This time she also mentioned that port issues even, i.e. VGA port/USB etc spoil will not be covered under warranty. This is shocking to me.

Then I opened another ticket via their web chat and realised my T430s had onsite service warranty. The engineer came, replaced my keyboard with a new one. But this replacement wasn't a backlit keyboard unlike the original I had.

After testing it further, I decided not to pursue the issue as the non-backlit version was apparently sturdier and the key caps felt significantly denser and rugged both on feedback, touch and sound produced.

I am also experiencing an occasional fan error issue where the fan doesnt spin at all on use causing an overheat. I hope there wouldn't be a bounceback this time.

Thinkpad doesnt guarantee better services. This is Lenovo (via 3rd party contractor) providing support instead of IBM (@changi biz park) some years back when they still had a warranty services contract.

Anyone has an idea who's doing warranty services on behalf of Lenovo at the new service centre past ubi near paya lebar? If it isn't opus I might try bringing it there just to ensure my request doesnt get attended to by Opus.

 

[Ark Law]

Years later, I replaced the X1 with a X230 and the screen developed a burn in image. Called for service and turned out to be a frustrating experience. The staff insisted that it was a software problem and suggested me to reformat the laptop, which I had already done so. Staff refused to service the laptop at my place which I'm entitled to on site service and kept insisting me to re-install windows. In the end, I bought down the laptop instead and the screen was replaced.

Doesn't mean buying a ThinkPad will guarantee better service.

It's a thinkcentre M800 desktop, 3 of those

I brought it down to the Kaki Bukit Opus IT service centre for a service request but was shocked that the frontdesk girl brushed me off when she claimed that the issue I experienced was a user issue resulting in physical damage but I would agree from a third party standpoint it is debatable. There are also service bouncebacks with keyboard replacement issues documented on Lenovo forums, not only SG site.

Just did a quick google and it seems both idea and think lines have changed contractor. Pardon me no wonder it's so crap now. Looks like have to strike off Think series off my recommendation list.