Lenovo – The Worst Customer Support I’ve Ever Seen

Update January 21st

I just got a email back from Lenovo telling me to ‘Run a test in LSC and send it back in HTML format’. What. First of all I thought is what the hell is LSC, never heard of it. A Google later, its Lenovo Solution Center, a piece of software for Windows to Diagnose issues. Yep, just run a Windows application when I cant get into Windows. Also he wants me to provide more information about ‘Plugging in a HDMI Cable.’ Joy.

After my Lenovo Yoga 710’s SSD died after only two months worth of use, I looked to get it repaired under warranty with Lenovo, so I submitted a service request the same day, on February 14. I explained clearly what the issue was, the diagnostics issue I went thought; I didn’t just put “computer aint workin”. I got a automated email saying my ticket was registered that day. Fast forward to the next morning, and I got two more emails (from a different email address for some reason), one saying the exact same as yesterdays email, but with a different ticket number, and other one saying my ticket has “been updated and the repair is underway”. What Lenovo had done was closed my original ticket and opened a new one; bit odd I thought but still, they should reply to the new one, right?

5 Days Later, the ticket was closed in the same way as my original ticket, with not even a WORD said by anybody. The repair was “Completed” without the laptop leaving my desk. I didn’t get a canned response to my issue or a message if I got the wrong department; even Steam Support (which got a F from the better business bureau) responses with some information. I then use their email tool to contact them, and its been two days since I got a email stated “You will receive a response shortly.”    Update Jan 21st above.

I gave up, and went to the retailer, John Lewis who I didn’t go to in the first place as they should be ‘Better’ at repairing their own laptop. A 10 minute call was all it took to get my laptop to be paid for by courier to be taken for repair (we don’t have a John Lewis local). I’ve had so much stress over this laptop and i’m so glad it’s getting repaired.

Shame on you Lenovo, shame on you. I really like your products, my phone is a Motorola G4 and I love it, and the Yoga 710 is great! Trackpad isn’t the best but at least it’s better than your support.

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