Horrible Lenovo Customer Support, & Sham Extended Warranty
Any advice on how to get in touch with someone at Lenovo who cares about customer service?
We purchased a high end laptop for corporate use which died after a few weeks of minimal use. Despite having purchased an extended warranty with onsite service, we were told that we had to return the unit to the depot. Three weeks later, we were told that there were no available parts. It was nearly 2 months before we were able to use this unit.
Fast forward to current day, we required a replacement part on the same in warranty laptop, and tried for on site extended warranty service again. This time, I was informed that there was no onsite service for this type of repair, it HAD to be sent to the depot. But, no worries, parts were available. We would receive the unit after a 7-10 day repair turnaround. Nine days later? Surprise, the parts are not available. So after a few days without notifications, I called for an update, and asked for an escalation since it felt like we would never receive service. I was told that since it had been nearly a month since depot arrival, my case was being escalated to a "case manager". I would receive a call within 3 business days. Of course, being Lenovo, 5 days later I have yet to hear from anyone so I call again today.
The service rep had my on hold for 20 minutes, because the case number 218433644 which I was given last week failed to pull up anything about my case. Then he told me that I had to contact my case manager. Really? Funny. First time I have heard this, or been given contact information for that matter. Good thing I called. So I email this case manager to discover via autoresponse that they are no longer with the company. The person who replaced him? On vacation. Seriously? Amazing how much worse it feels to have a "case manager" overseeing this expedited case. "Escalated Case Management" – this is how Lenovo defines Circle File – Garbage.interesting philsophy for supporting those who purchased $3000 laptop. For anyone considering Lenovo for business, one word – DONT.