Computer not updating Windows Cumulative updated after owning for year (which is why I purchased Premium Care)--also can't use FastStart or the computer automatically restarts after turning off. Had same update issue after one year with my previous Lenovo. After several calls to Premium Care, Premium Case wanted to change out motherboard in my home, but due to Covid surge, I cancelled appt.
Gave one more try & called Premium Care on 12/18/21--spoke with Swapnil Thakare--he remoted accessed computer & tried several things that had not been tried before. Wanted to run a scan which would take some time & asked to call him back in an hour. Rather than connect with someone else & start all over again, I asked him to call me & he agreed. After the scan completed (about 45 mins), I noticed Swapnil working on the computer & figured he would call soon. The next time I looked at the computer, he had disconnected the remote access, but I did not receive a call. Tried multiple times to call Premium Care, but when the recording said it would transfer me to an agent, nothing happened. Later that day, I opened a chat with Ron (or Rod), who said they were having phone issues & that Swapnil had tried to call me 5 times (my phone was not busy--perhaps he could have e-mailed me). I said I would call Premium Care the nest day.
On 12/19 at 3:44 pm (MT) I spoke with Chris at Premium Care. He emailed or somehow contacted Swapnil--said Swapnil will call on 12/20 & asked what time was convenient. I initially said 10 am but changed it to 9am so I would hopefully be Swapnil's first call of the day since that is when he started his day.
Waited until 10:55 on 12/20 & finally called Premium Care--rep said Swapnil would call with an hour. Swapnil did call back 5 minutes later at 11am. He remote accessed computer & again tried various things while on the phone with me. I said to him that with all these issues (and the fact the same thing happened with my first Lenovo), I felt a replacement was in order. He told me he was surprised I didn't ask for that sooner--I mentioned I had requested a replacement but none would be given. At that point, Swapnil put me on hold so he could speak with his supervisor about a replacement. He later typed via remote access that his supervisor was also remote accessing & would try to help fix the computer. I let them work on the computer & remained on the phone--at 12:08 pm I noticed the remote access had been disconnected & while the phone line appeared to be open (but on hold), no one responded when I asked several times if he was still on the phone line. I immediately called Premium Care back to try to get connected to Swapnil, but rep said supervisor said 'No' to replacement I should be transferred to Microsoft support.
Is this what I paid for Premium Care--to be disconnected without any explanation? If the disconnection was a mistake, I should have been the courtesy of a follow-up phone call. This customer service was appalling & if this is the best Premium Care Lenovo has to offer, it has a lot to be desired.
Lenovo customer support has been notified about the posted complaint.
Jan 21, 2022
Updated by marly 1/20/22 When will I receive an answer from Lenovo? I submitted my complaint on January 14. Will the reply come to my e-mail or will I have to keep checking this website?
