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Ultimate Geek
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Topic # 89867 9-Sep-2011 16:27
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Just thought i'd share my woes with prospective Lenovo buyers.

First a timeline
21st of July - I placed a order for a laptop from Lenovo.
4th of August - It arrived.

On the 4th I found out the laptop was faulty. Basically I could not use the charger, or any charger for that matter as the laptop would promptly power off. I tested it with a friends charger (exactly the same) finding the same issue.

On the 5th I spoke to Lenovo and they picked it up from my place 1-2 days later.

Since then (around a month ago) it has been away being repaired. It still is away being repaired.

Last week my replacement part's status went from "Unknown eta" to next week. Today (Friday of that "next week") when i ring for the update its back to having a unknown ETA.

At this point I am aiming for a refund, this is getting past ridiculous. Currently they are calling me back on Monday because they want to contact the service center (yet again) to get an update before they even consider giving me a refund.

I can wait a week or two, however at this rate it'll end up being 2 months plus.



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  Reply # 519714 11-Sep-2011 22:28
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firstly, i would be expecting a new replacement unit for a DOA, not a repair job.

a month for it to be repaired is ridiculous too. i've had mainboard replacements in laptops completed onsite, within a couple of days of lodging a fault, by service companies here in NZ.

try hitting them up on twitter... on @Lenovo_ANZ




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Ultimate Geek
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  Reply # 519730 11-Sep-2011 23:24
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Have posted on their main twitter (/lenovo) and now their NZ/AU one (cheers for that).

Hopefully i'll get a response.

I like lenovo laptops, just not so happy with their service at the moment.

 
 
 
 


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  Reply # 519733 11-Sep-2011 23:39
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Under the CGA you have the right to reject the goods and receive a replacement or a refund (Your choice) if the retailer does not fix the problem within a 'reasonable timeframe'. I would say they would be hard pressed to argue a month is a reasonable timeframe.




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Ultimate Geek
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  Reply # 519738 12-Sep-2011 00:41
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Yes I realise that.

I would prefer this all got simply resolved. Wishful thinking i guess.

I may have to push for that on Monday.

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  Reply # 519755 12-Sep-2011 07:42
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I sent my out of warranty lenovo notebook away for repairs last year .

It was serviced by 'visual group' here in NZ I think. I'd suppose yours has gone to the same place.

Didn't take too long from memory, and, I got the repairs for free too.




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Ultimate Geek
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  Reply # 519861 12-Sep-2011 11:29
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To Lenovo's credit it seems there is a rep on this forum.

Have sent through a email as requested.

Lets hope this gets some results!



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Ultimate Geek
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  Reply # 520563 13-Sep-2011 17:18
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Slight update.

The customer service rep i rang on Friday told me he would call back on Monday. Its now just after 5pm on Tuesday and that hasn't happened.

The Lenovo rep on geekzone has refered me via email to some one, who is looking into this.

I have recieved this reply yesterday "Still waiting on the ETA for parts and have made contact with the senior guys to lock down an ETA". No word back as of 5pm today.

This really seems like a shambles to me.



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  Reply # 520571 13-Sep-2011 17:40
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I have just emailed the customer service rep dealing with me personally, asking for a refund.

Though they may be doing all they can to resolve this in a timely manner, the reality of the situation is it has been far too long and I no longer see this as being worth my time.

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  Reply # 520575 13-Sep-2011 17:47
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ArcticSilver: Have posted on their main twitter (/lenovo) and now their NZ/AU one (cheers for that).

Hopefully i'll get a response.

I like lenovo laptops, just not so happy with their service at the moment.


I like my lenovo too. I had a problem with the HDD starting to fail, ran the tools phoned their support line, gave them the evidence and the shipped a replacement one direct to me ex-aus which arrived within 2 days.  Good service that time.




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Ultimate Geek
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  Reply # 521248 15-Sep-2011 01:17
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So, after waiting for my refund to be approved, imagine how impressed I was when i recieved the following email:
"Hi Scott,

Heard back from management and refund has been approved.

I will need your pick up address please. Once I get the returns number loaded, I will then pass that onto to you. Upon return of the unit your refund will be transferred back to you.

I look forward to your response. Thank you."

 

I DO NOT have the laptop. Lenovo has the laptop in their repair center.

The laptop has a UNKNOWN eta.

 

This is far from resolving the problem, it is just dragging it on!

 

Will I get my cash back within the next 6 months?



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  Reply # 521275 15-Sep-2011 08:26
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ArcticSilver: So, after waiting for my refund to be approved, imagine how impressed I was when i recieved the following email:
"Hi Scott,

Heard back from management and refund has been approved.

I will need your pick up address please. Once I get the returns number loaded, I will then pass that onto to you. Upon return of the unit your refund will be transferred back to you.

I look forward to your response. Thank you."

I DO NOT have the laptop. Lenovo has the laptop in their repair center.

The laptop has a UNKNOWN eta.

 This is far from resolving the problem, it is just dragging it on!

Will I get my cash back within the next 6 months?




Blame CRM. These systems don't allow for such scenarios. 

 



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Ultimate Geek
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  Reply # 523332 20-Sep-2011 03:13
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Guess what, it gets better!

After replying to the rep at Lenovo, reminding her that I DO NOT have the laptop, I recieved an email stating "I'll arrange pick up of the machine from the repair centre and arrange the refund accordingly."

Great, finally the message is across, well at least i thought.


Today, I recieved this email:

"Hi Scott,

Returns number has been created  #### and the courier advised to contact you if not done yet.

Thank you"


I just cannot belive this. I feel like I am talking to a brick wall. No one has given me one straight answer about anything. It is a HUGE mess.


Lenovo has my laptop AND my money and they are holding my refund until they have internally sorted it out!

I have spent hours with Lenovo rep's to get absolutely no where.


What makes matters even worse is the rep I am currenting speaking to (quoted above) was the one I was advised to speak to by the Lenovo rep on twitter/this forum.

I would deerly love to get esculated to some one who can actuly help me get this resolved!

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  Reply # 523350 20-Sep-2011 07:41
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ArcticSilver: Guess what, it gets better!

After replying to the rep at Lenovo, reminding her that I DO NOT have the laptop, I recieved an email stating "I'll arrange pick up of the machine from the repair centre and arrange the refund accordingly."

Great, finally the message is across, well at least i thought.


Today, I recieved this email:

"Hi Scott,

Returns number has been created  #### and the courier advised to contact you if not done yet.

Thank you"


I just cannot belive this. I feel like I am talking to a brick wall. No one has given me one straight answer about anything. It is a HUGE mess.


Lenovo has my laptop AND my money and they are holding my refund until they have internally sorted it out!

I have spent hours with Lenovo rep's to get absolutely no where.


What makes matters even worse is the rep I am currenting speaking to (quoted above) was the one I was advised to speak to by the Lenovo rep on twitter/this forum.

I would deerly love to get esculated to some one who can actuly help me get this resolved!


You are caught in the cogs of a great big CRM machine.   You know, they chart customer interactions on a big flowchart and program that into their system. 

When I had my issue, I phoned the lenovo office in Wellington ... you could see if they can assist. 

 

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  Reply # 523368 20-Sep-2011 08:40
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Did you pay for the laptop on a credit card? If so, contact your card issuer and discuss doing a charge back.




Twitter: ajobbins




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Ultimate Geek
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  Reply # 523614 20-Sep-2011 16:00
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ajobbins: Did you pay for the laptop on a credit card? If so, contact your card issuer and discuss doing a charge back.


This is not a option at present.


An update:

"My apologies Scott, I've been organizing a few pick up's and have the updates mixed up. It is being picked up from depot so please ignore the email update below."

Understandable, but it still doesnt address the issue that they already have the laptop (from my prospective).


On a lighter note:

Ordered a new HP Elitebook from www.pp.co.nz

Unfortunitly they accidently sent me the version with a Intel HD 3000 rather than the Radion HD I ordered. However, they took ownership of the problem and instantly offered me a full refund OR compensation.

I now have a slightly less powerful laptop with a SSD (compensation) on its way. I am a happy chappy Smile

Mistakes happen, Paradigm resolved the problem promptly and without any hassle. Hopefully Lenovo can take a page out of their book.

As a side note, I have used pp.co.nz for my computer parts for years, I would highly recommend them as their service is second to none.

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