| Address: | Hong Kong, Beijing, Morrisville USA |
| Website: | www.lenovo.com |
Date of Incident July 27, 2022.
Called to have overheating fan resolved. Agent ordered new fan, heat zinc and mother board to be replaced
Aug 2, Technician called to replace, Appt. Date Scheduled for Aug 11
Aug 11, Jaspreet, technician arrived to replace parts. Had difficulty taking apart computer and informed me that a major piece for computer motherboard was missing. Needed to order new parts. Computer now not functional. Told by technician I needed to call Lenovo to order new part.
Aug 11, Called world wide tech services and was informed that Technician was supposed to call Lenovo directly. I requested a Manager call me to discuss next steps. No one called me back.
Aug 15, 2022, Parts still not arrived. I had to call lenovo to make sure parts were ordered and mailed out.
Aug 16th Called lenovo to escalate to manager, Raj informed me he had done so.
Aug 17,
Parts arrived but no technician called. I called world wide tech services to arrange for technician to come to home and replace parts.
Aug 17th Technician Furgan Mohammed came to repair but could not proceed as the mother board was missing a processor.
Aug 17th. I had to call Lenovo to inform them of the missing processor. I also asked to speak to supervisor to replace this computer and give me one that works. I was informed that the customer relations team would call me.
Aug 22 parts arrived.
Aug 23, Emailed Kate at premium care and send pictures of my computer taken apart on my desk and left there. I requested a new computer to replace this one that is no longer functioning.
Aug 23, Spoke to Swapril who indicated that another repair attempt needed to be made before I could even consider a replacement if this computer was a lemon. I requested someone call me back to discuss what I should do at this point. No answer other than it would be escalated
Aug 25th, No contact from lenovo. Called technical support again, said a manager would call me back in 1.5 hours. No phone call.
Aug 26th, Phoned tech services again. No manager available. Escalated the issue to Brian Vandeventer. He is suppose to call me back in 1.5 hrs. Called at 8:30 am EST. Two hours later no call.
Aug 26th Called premium care agent at 10:30 am EST. Escalated to support team to see if a supervisor could address my concerns. Agent reports that a supervisor tried to call my number but was disconnected. I have no record on my call log or VM that I was called. Eric, your agent informed me that Mark, a supervisor might call me in 1 to 2 hours. If i don't hear from him I will receive a call from his assistant Julie...
I have spent 10 hrs on phone calls. 8 hrs of 1-1 technician time to repair.. This is not quality customer service for a product that costs 4000.00 and it literally a year old.
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