Lenovo's lousy support

[dreamer_toons]

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

Yes, I was shocked too. Even spoke to few others over the phone and all insisted it was a software issue and reformatting would resolve it.

What frustrate me was I had to bring down the laptop and showed to them despite I had on-site warranty.

The ultimatum was during the collection, the staff told me that there was no problem with the screen but they had replaced it out of goodwill. That was the statement that made me not to buy any machines from them, at least not with our local service support.

Others may have better experience with them but this is my experience so far.

 

[Piezoq]

Lenovo has been trying to grab market share by undercutting its rivals. I think it's the biggest PC maker currently.

Between hardware (design and specs), software (Microsoft home or Pro), marketing and aftersales support, which is the easiest to cut?

Attractive pricing comes at a cost.

I recommend Dell and HP for business desktops. Toshiba and Fujitsu can also be considered for business laptops.

Lenovo is now Chinese-owned. The Chinese, as a whole, have not developed a service culture. Singapore is not much better.

 

[KlavierX]

ya dun have to think anymore about lenovo think series

 

[||||||||||]

Lenovo has been trying to grab market share by undercutting its rivals. I think it's the biggest PC maker currently.

Between hardware (design and specs), software (Microsoft home or Pro), marketing and aftersales support, which is the easiest to cut?

Attractive pricing comes at a cost.

I recommend Dell and HP for business desktops. Toshiba and Fujitsu can also be considered for business laptops.

Lenovo is now Chinese-owned. The Chinese, as a whole, have not developed a service culture. Singapore is not much better.

Lenovo is always Chinese owned. ThinkPad is licenced from IBM. I think soon they will not be able to use the name unless there's a new licencing between them

 

[ykgoh]

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.

I think nowadays service centres are all outsourced to third parties who don't give a hoot about protecting the manufacturers' brand reputation they are representing.

 

[ykgoh]

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.

Luckily she didn't tell you that it was just a "bruise" on the screen, and you needed to rub a hard boiled egg on it.


Heng ah!

 

[Encrypted11]

I think nowadays service centres are all outsourced to third parties who don't give a hoot about protecting the manufacturers' brand reputation they are representing.

HP still ok usually 2-3 biz days for carry in. Meet expectations. Their service centre is still housed at Alexandra tech park I think (probably not outsourced), next to the SEA HQ or so.

 

[localITguy]

HP still ok. Meet expectations. Their service centre is still housed at Alexandra tech park I think (probably not outsourced), next to the SEA HQ or so.

i can verify that they have local techs to work on ur laptop/desktop

dont waste them call support, all outsoucred to india


just call and tell them and bring to service center

 

[buzzmario]

HP still ok usually 2-3 biz days for carry in. Meet expectations. Their service centre is still housed at Alexandra tech park I think (probably not outsourced), next to the SEA HQ or so.

last time i use hp. now asus, dun know how hp service now. last time my keyboard not work, they come down, even mouse also change for me. services too good!

 

[sheringam]

I had a very very bad experience with the service centre 2 years back. My thinkpad was bought from ebay and it has problem in the charging. It couldn't charge unless I disable the battery in the BIOS and plug in the power adaptor. If I don't disable the battery in BIOS to charge, it will go flat but it can still power up with the power adaptor.

I went to the service centre, they took the laptop to repair. Few days later, I received a call from the service centre supervisior saying the laptop cannot be repair because it is bought from ebay. I asked them if they can't get it repair why accept it from the first place? Wasted a lot of time travelling from north to east area.

So I went down to collect, the laptop can't even power on. Previously it can be power on with the power adaptor. Totally can't power up at all. They have done more damage to my laptop and unwillingly to repair it. I email to the lenovo facebook address but in the end they can't do anything or not wiiling to assist. I will never buy any lenovo product unless they improve their after sales customer service.

 

[Encrypted11]

i can verify that they have local techs to work on ur laptop/desktop

dont waste them call support, all outsoucred to india


just call and tell them and bring to service center

Once you got a case working, the engineer will take time to contact you regarding your product. Even whether the part has shipped from China to SG (1 Biz day usually). There was once I was pleasantly surprised that they replaced the aluminium chassis of my laptop (that was corroded maybe from sweaty palms and partially a design flaw) when it was only an LCD issue which is usually classed as cosmetic and not covered.

No horse run really, among vendors that sell laptops to sg consumers.

 

[KlavierX]

my case funny thing is buy 3 sets, 1 set no problem.

2 sets got problem, change come back got problem again

 

[Piezoq]

Lenovo is always Chinese owned. ThinkPad is licenced from IBM. I think soon they will not be able to use the name unless there's a new licencing between them

I meant the "think" trademark.

 

[Techno Pride]

There is a form which the customer must sign before commencing repairs.

Anyone noticed the line above where the customer is supposed to sign? It basically says I confess that the damages are due to my fault...

You mean I've to confess that the damages are my fault before you can commence repairs? Worst part is it appears to be a standard form which many people signed when bringing in their devices for servicing.

It is not clear why the hundreds and thousands of peoplebefore me signed this form at the service centre. Surely I'm not the only one who noticed the extorted confession?

 

[Techno Pride]

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.

Louis Rossmann - How the authorized repair center is forced to screw the customer.
https://www.youtube.com/watch?v=VFmKlcjvta0

The manufacturers impose metrics or quotas on the authorized service centre.

EDIT: where the service centre's Management (TM) finds out that they're falling foul of the manufacturer's quotas or imposed performance metrics, they come up with nasty excuses to deny repair to fix their metrics.

 

[Techno Pride]

i can verify that they have local techs to work on ur laptop/desktop

dont waste them call support, all outsoucred to india


just call and tell them and bring to service center

Doesn't work, buddy. The standard form which the customer must sign to commence repair extorts a confession from the customer that the damages are his fault. A line above where the customer signs pre-repair states this. It's so blatant and nasty they didn't even bother to hide this in the terms and conditions.

The customer must confess fault before the service centre will begin repair. I can understand if they're putting a hold-harmless clause, but customer's confession of fault leaving Lenovo faultless?

I wish I was making this up, but I'm not.

 

[localITguy]

Doesn't work, buddy. The standard form which the customer must sign to commence repair extorts a confession from the customer that the damages are his fault. A line above where the customer signs pre-repair states this. It's so blatant and nasty they didn't even bother to hide this in the terms and conditions.

The customer must confess fault before the service centre will begin repair. I can understand if they're putting a hold-harmless clause, but customer's confession of fault leaving Lenovo faultless?

I wish I was making this up, but I'm not.

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

 

[Encrypted11]

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.

 

[localITguy]

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.

Agreed. HP is much better. Customer service wise, just don't call their Support online.(waste your time only) (Outsourced India) instead go to a HP store and have them sent in for warranty

 

[Koenig168]

Things like laptop I would go for brands with solid support, probably Dell or HP.