Lenovo NZ absolutely awful, or is it me?

Forums › Laptops and mobile computers › Lenovo NZ absolutely awful, or is it me?

surfisup1000

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#208522 15-Feb-2017 18:03

Usually when i read subjects like this I cringe, but in this case it is absolutely true!!!

I'm trying to replace the trackpoint cap on my 3mth old lenovo X1 notebook as it has worn out and makes the trackpoint useless!! But lenovo don't sell this part in NZ, although it is listed on their parts page...

http://lenovoquickpick.com/nzl/accessory/4XH0L55146/thinkpad-super-low-profile-trackpoint-cap-set

The lenovo parts guy i spoke to thought the part is blocked from sale in NZ because it is a childrens choking hazard!!! Seriously!!! Even though they sell the similar but incompatible part for other lenovo models.

So, i tried the US online store, where it is for sale....

http://search.lenovo.com/search#w=4XH0L55146&fsearch=1

But, they have blocked exports out of the US online store.

This part is impossible to purchase in new zealand from anyone!! So , i raised a warranty repair request for them, but, the warranty staff say it is not covered by warranty. Also, it gets worse, I must purchase an entire keyboard assembly, return the notebook to them and I will be billed parts , labour, and delivery. They will only replace the entire keyboard, not the cap.

I told them the situation was ludicrous.... i'm not sure what to do, lenovo appear to be a bunch of clowns and I cannot contact anyone higher up as they hide behind the freephone service number.

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#1720754 15-Feb-2017 18:15

You'd probably have more luck speaking with those involved in regulating small computer components as choking hazards.

Rikkitic

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#1720762 15-Feb-2017 18:28

Take a look at this. It might work for you and they ar emore than happy to ship to NZ.

https://www.aliexpress.com/wholesale?catId=0&initiative_id=SB_20170214212250&SearchText=Lenovo+ThinkPad+Super+Low+Profile+Trackpoint+Cap

Plesse igmore amd axxept applogies in adbance fir anu typos

richms

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#1720764 15-Feb-2017 18:29

I got one ages ago off ebay for my old T43 or something equally archaic and it was an aweful thing. Clone in the wrong plastic, way too loose on the nub and would push off just by moving it hard. Its an input surface which I am sure lenovo/ibm spent ages perfecting so someone copying it with calipers and buying "rubbery plastic stuff" will never be good.

Richard rich.ms

Dynamic

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#1720805 15-Feb-2017 19:21

Threaten to take it back? Reasonable spare parts must be available under NZ consumer law, and they are failing in that obligation. "Lenovo NZ saying my hands are tied is not good enough. Sort the problem or take the computer back."

Alternatively, if the trackpoint cap has worn out after 3 months, it IS a warranty issue due to faulty workmanship or design.

If you don't want to return the machine or push the point with warranty, find a friend in the USA or use YOUSHOP or similar.

“Don't believe anything you read on the net. Except this. Well, including this, I suppose.” Douglas Adams

surfisup1000

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#1720818 15-Feb-2017 20:09

Dynamic:

Threaten to take it back? Reasonable spare parts must be available under NZ consumer law, and they are failing in that obligation. "Lenovo NZ saying my hands are tied is not good enough. Sort the problem or take the computer back."

Alternatively, if the trackpoint cap has worn out after 3 months, it IS a warranty issue due to faulty workmanship or design.

If you don't want to return the machine or push the point with warranty, find a friend in the USA or use YOUSHOP or similar.

Great point, I did mention this to the lenovo repair center, and he said he is fully aware of the CGA law and that lenovo is complying with the law.

I guess strictly speaking, they do offer the replacement via an entire keyboard assembly replacement.

I looked at youshop, but the US lenovo online store seems to block this too. They require US phone numbers, US addresses, US billing addresses.

I'm pretty sure I'd win this in the disputes tribunal but I was getting so frustrated with them and that would be a total last resort. I've spent hours on the phone trying to sort this out, contacted their facebook page... lenovo seem to have locked down this particular part tighter than anything i have seen previously, even cannot be sourced from ebay or amazon which is a bit unusual.

But, lenovo are being obstinate to the greatest extent and everyone i speak with strictly follows lenovo procedures and channels and try to make excuses as to why the part is not available and why I should pay for an entire new keyboard .

I'm pretty sure this is a simple error in their supply chain but it is impossible to get anyone to fix it.

Rikkitic

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#1720823 15-Feb-2017 20:22

It is hard to believe that they can be that anal about shipping some rubber caps. Are they trying to see how fast pissing off their customers can drive a company out of business?

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MikeB4

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#1720842 15-Feb-2017 20:44

Lenovo is horrible. Their support is one of worse and the reason I dropped them.

Here is a crazy notion, lets give peace a chance.

loceff13

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#1720845 15-Feb-2017 20:54

It's not fit for purpose under the CGA so return it and if they refuse to take it back then go to the Disputes Tribunal(it would cost more to represent themselves than resolving your issue so they will likely get it sorted before an actual hearing).

timmmay

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#1720850 15-Feb-2017 21:01

I found their support good the one time I dealt with them, faulty fan when it arrived.

The product isn't durable, return it and buy something else. CGA.

matisyahu

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#1720866 15-Feb-2017 21:22

I know this isn't the place to 'air the grievances' but I stopped trusting them years ago the first and last time I bought a laptop of them when I was at university. At this stage if I were to go and purchase a laptop I'd go with a Microsoft Surface Book - used one in the past and it is one of the few Windows based laptops that really can compete head to head with a MacBook Pro when it comes to build quality, a great touch pad, software is tested and well integrated with the hardware without additional crapware.

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jonb

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#1720917 15-Feb-2017 23:05

Lenovo NZ support is atrocious, as in they just do not bother repairing. If it is in warranty or CGA period just press for a refund or replacement. I had a Yoga 3 Pro, just needed a space bar or keyboard replaced and they kept it two months with no progress. Also our company, a Fortune 500 on top support schedule given the no parts routine so isn't just had for consumers.

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timmmay

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#1720982 16-Feb-2017 07:06

matisyahu:

I know this isn't the place to 'air the grievances' but I stopped trusting them years ago the first and last time I bought a laptop of them when I was at university. At this stage if I were to go and purchase a laptop I'd go with a Microsoft Surface Book - used one in the past and it is one of the few Windows based laptops that really can compete head to head with a MacBook Pro when it comes to build quality, a great touch pad, software is tested and well integrated with the hardware without additional crapware.

I have a surface pro 4. If you just want a small laptop it's ok, but as a laptop it's only ok, it's a below average tablet, and it's a below average desktop. I would only buy one of these if you needed super mobility.

surfisup1000

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#1721000 16-Feb-2017 08:33

Rikkitic:

It is hard to believe that they can be that anal about shipping some rubber caps. Are they trying to see how fast pissing off their customers can drive a company out of business?

They are that awful ... and i didn't even tell the full extent of the horror story that is lenovo.... I first tried to order the caps late last year at first, and I gave them my notebook model and serial number etc, and the lenovo person gave me the wrong part number which I then ordered. They turned up and didn't fit... i cannot even be bothered trying to get a refund on that.

MadEngineer

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#1721023 16-Feb-2017 09:27

Good hardware, imho. I've only had to use their support once out of hundreds of their machines which was for a failed hard drive and that was repaired onsite on an m71. Shame about your experiences.

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jonb

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#1721051 16-Feb-2017 10:24

MadEngineer: Good hardware, imho. I've only had to use their support once out of hundreds of their machines which was for a failed hard drive and that was repaired onsite on an m71. Shame about your experiences.

Agree good hardware, my work Lenovo laptop is a tank. Just the support in NZ when it does go wrong has been poor in my experience. Maybe they have taken a business decision that is cheaper to not repair, which is fine, as long as they would follow that up with being quick to replace or refund.

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