Katsmeow
Give me a museum and I'll fill it. (Picasso) Give me a forum ...
- Joined
- Jul 11, 2009
- Messages
- 5,308
I am having a terrible warranty service problem with my Lenovo Yoga 2 Pro notebook. I paid extra for 3 year in home warranty service with accidental damage protection.
I am now in an endless loop. Technical Support for this notebook is handled out of the Philippines. The support there escalated our case to community management. A community manager (in the US) was supposed to call within a specified time. We got no call. We call back to Technical Support and they say once it is referred to a community manager they no longer have access to all records and can do nothing except put in new request. They do that. We get no call. This has been going on for weeks.
For the background.
I was having problems with my laptop and we called it in. They sent out a technician to our home on 8/10 and he replaced my motherboard. Once replaced the laptop would not accept touchpad input and had problems with the keyboard.
He restored the laptop to factory condition (wiping my data which was OK). Still didn't work. He called Technical Support who worked with my husband on the phone for hours to try to fix it. Nothing worked.
DH got an email from someone in North Carolina who said this was unusual and asked us to ship the laptop to North Carolina (at their cost) We agreed. DH took the laptop to a Fedex agent who packed it for shipment, inspecting it. The notebook case was in perfect condition. This notebook is used not real often.
Notebook went off and on 8/18, Fedex delivered it back. The case had a crease on the front and a huge crack on the back. During the time it was gone, the guy who had asked it be sent to him never contacted us. The laptop came back with no communication at all. The notebook was non-functional as it would shift from laptop mode to tablet mode to tent mode randomly.
We emailed the guy at Lenovo and he said when he got it, the cracks were in it. He said the sensor was broken and the laptop appeared to have been dropped and that was not covered by warranty.
Problems with this: There was no damage when Federal Express packed it. The Lenovo guy obviously thought we were lying. Two problems with that. First their technician in our home would have noticed if it had a huge crack on the back and it was perfect when he worked on it.
Even more importantly - we had no incentive to lie if we had somehow dropped the laptop. We have an accidental damage warranty and dropping damage is covered. So, if we had dropped it we would have said so.
Why this guy said it wasn't covered by warranty I have no idea. My guess is that maybe he didn't realize we had bought accodental damage coverage and assumed it was under the standard warranty.
My guess is that it was either damage in transit or somewhere at Lenovo before he got it (he said the package didn't look damaged).
At the time I thought this would be easy to solve. Call Technical Support, explain we had accidental damage coverage (even though we weren't the ones who damaged it) and they would fix it. That is when the greater problem started.
DH called Technical Support (in the Philippines). He explained the problem and they escalated it to a community manager (DH was not very happy by this point). This was on a Tuesday and they said we would get a call by 6 PM Thursday (8/20).
On Friday, having received no call, I called back. They apologized and said that a community manager really had until Monday 8/24 to call us.
No one called. On Wednesday I called back. This time they gave me the phone number in North Carolina for the community manager assigned to the case. I called and left a voice mail. (His message said a return call would be made with 4 business hours). I called back and left messages for the next 2 days. I have yet to get a return call.
So, that Friday (8/28), I called a number he had on his voice mail if you need immediate assistance. I talked to someone there, explained the problem and he promised to get someone on the phone who could help me.
I told him not to send me back to Technical Support in the Philippines as they had repeatedly said they didn't have my records and couldn't help once it was in community management. He promised he wouldn't do that.
I was on hold for a very long time and then it rang through to.....wait for it....Technical Support in the Philippines. I was told they couldn't help me. The support person said all she could do was request a new community manager and she would put in there that the assigned one wasn't calling me back.
She said she had nothing else she could do. She had no one she could call. She couldn't transfer me to anyone. All she could do was request a community manager and I should get a call back within 3 business days. She did verify that the records she has do reflect that I have 3 year accidental damage warranty. She seem puzzled as to why I was told it wasn't covered.
That was 9 days ago and I have received no call.
I am at a loss as to what to do. The warranty has an arbitration provisions with AAA. The fees with AAA just to file a case are more than the laptop is worth.
The only thing I can thing is to file a BBB complaint and post on some customer service websites. Interestingly I read some complaints where other people complained of sending in a laptop and Lenovo saying it was damaged and the owner said it wasn't. However, those customers didn't have accidental damage coverage I do.
I've literally never had a situation where I couldn't get someone on the phone except people who say they can't help me and promise to have an escalated level of support call me and I get no response.
This is just beyond horrible. I have a warranty I paid extra for and it is literally being ignored.
Anyone have an ideas I haven't thought of?
I am now in an endless loop. Technical Support for this notebook is handled out of the Philippines. The support there escalated our case to community management. A community manager (in the US) was supposed to call within a specified time. We got no call. We call back to Technical Support and they say once it is referred to a community manager they no longer have access to all records and can do nothing except put in new request. They do that. We get no call. This has been going on for weeks.
For the background.
I was having problems with my laptop and we called it in. They sent out a technician to our home on 8/10 and he replaced my motherboard. Once replaced the laptop would not accept touchpad input and had problems with the keyboard.
He restored the laptop to factory condition (wiping my data which was OK). Still didn't work. He called Technical Support who worked with my husband on the phone for hours to try to fix it. Nothing worked.
DH got an email from someone in North Carolina who said this was unusual and asked us to ship the laptop to North Carolina (at their cost) We agreed. DH took the laptop to a Fedex agent who packed it for shipment, inspecting it. The notebook case was in perfect condition. This notebook is used not real often.
Notebook went off and on 8/18, Fedex delivered it back. The case had a crease on the front and a huge crack on the back. During the time it was gone, the guy who had asked it be sent to him never contacted us. The laptop came back with no communication at all. The notebook was non-functional as it would shift from laptop mode to tablet mode to tent mode randomly.
We emailed the guy at Lenovo and he said when he got it, the cracks were in it. He said the sensor was broken and the laptop appeared to have been dropped and that was not covered by warranty.
Problems with this: There was no damage when Federal Express packed it. The Lenovo guy obviously thought we were lying. Two problems with that. First their technician in our home would have noticed if it had a huge crack on the back and it was perfect when he worked on it.
Even more importantly - we had no incentive to lie if we had somehow dropped the laptop. We have an accidental damage warranty and dropping damage is covered. So, if we had dropped it we would have said so.
Why this guy said it wasn't covered by warranty I have no idea. My guess is that maybe he didn't realize we had bought accodental damage coverage and assumed it was under the standard warranty.
My guess is that it was either damage in transit or somewhere at Lenovo before he got it (he said the package didn't look damaged).
At the time I thought this would be easy to solve. Call Technical Support, explain we had accidental damage coverage (even though we weren't the ones who damaged it) and they would fix it. That is when the greater problem started.
DH called Technical Support (in the Philippines). He explained the problem and they escalated it to a community manager (DH was not very happy by this point). This was on a Tuesday and they said we would get a call by 6 PM Thursday (8/20).
On Friday, having received no call, I called back. They apologized and said that a community manager really had until Monday 8/24 to call us.
No one called. On Wednesday I called back. This time they gave me the phone number in North Carolina for the community manager assigned to the case. I called and left a voice mail. (His message said a return call would be made with 4 business hours). I called back and left messages for the next 2 days. I have yet to get a return call.
So, that Friday (8/28), I called a number he had on his voice mail if you need immediate assistance. I talked to someone there, explained the problem and he promised to get someone on the phone who could help me.
I told him not to send me back to Technical Support in the Philippines as they had repeatedly said they didn't have my records and couldn't help once it was in community management. He promised he wouldn't do that.
I was on hold for a very long time and then it rang through to.....wait for it....Technical Support in the Philippines. I was told they couldn't help me. The support person said all she could do was request a new community manager and she would put in there that the assigned one wasn't calling me back.
She said she had nothing else she could do. She had no one she could call. She couldn't transfer me to anyone. All she could do was request a community manager and I should get a call back within 3 business days. She did verify that the records she has do reflect that I have 3 year accidental damage warranty. She seem puzzled as to why I was told it wasn't covered.
That was 9 days ago and I have received no call.
I am at a loss as to what to do. The warranty has an arbitration provisions with AAA. The fees with AAA just to file a case are more than the laptop is worth.
The only thing I can thing is to file a BBB complaint and post on some customer service websites. Interestingly I read some complaints where other people complained of sending in a laptop and Lenovo saying it was damaged and the owner said it wasn't. However, those customers didn't have accidental damage coverage I do.
I've literally never had a situation where I couldn't get someone on the phone except people who say they can't help me and promise to have an escalated level of support call me and I get no response.
This is just beyond horrible. I have a warranty I paid extra for and it is literally being ignored.
Anyone have an ideas I haven't thought of?