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    Awful onsite service !

    Discussion in 'Lenovo' started by raeef, Jun 30, 2010.

  1. raeef

    raeef Notebook Enthusiast

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    The only thing that needed to be replaced is the bezel/ palmrest. This guy was in rush and he wanted to replace it in less than a minute. He used excess force to remove the old bezel and then replaced it with the new one. He turned it on to check and it worked. I checked it after that and I found out that the left corner wasn't installed correctly and the screen latch was stuck and also touchpad and fingerprint reader were not working. I called him and he came back he removed the keyboard to reconnect the bezel connector and tried to push the left corner. I told him the latch won't work so he opened it and fixed it( or I thought so). I found out again that it was a temporary fix I called him back he did his things again without fixing it. I decided to call Lenovo after he leaves, I removed the bezel and found out that he broke the latch from the inside because of his excessive force. I replaced another bezel that he left ( wrong part number) and now I ended up with more problems than my initial problem. I called Lenovo and asked for a new part so I can do it myself.

    I think this is the last time I use onsite service. I had bad experience with Sony and now Lenovo. Outsourcing without training causes problems!
     
    raeef, Jun 30, 2010
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  2. cn_habs

    cn_habs Notebook Deity

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    Are you located in North America? If you are, IBM's onsite reps shouldn't suck that much. Be firm and escalade the issue to IBM. Best of luck to you.
     
    cn_habs, Jun 30, 2010
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  3. thinkpad knows best

    thinkpad knows best Notebook Deity

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    Can we please stop bringing up IBM on these matters, IBM has no role in whatever Lenovo's service does... at all, it's been 5 years since they sold their PC division to Lenovo..
     
    thinkpad knows best, Jun 30, 2010
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  4. marlinspike

    marlinspike Notebook Deity

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    Really? When I had an on-site rep come, he was someone contracted with IBM, said that when Lenovo bought out the computer line, their contract shifted with it.
     
    marlinspike, Jun 30, 2010
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  5. raeef

    raeef Notebook Enthusiast

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    Yup, I am in Boston.
     
    raeef, Jun 30, 2010
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  6. dimm0k

    dimm0k Notebook Consultant

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    How does one get onsite service? Is this something you paid extra for?
     
    dimm0k, Jun 30, 2010
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  7. erik

    erik modifier

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    individual experiences can and may vary depending on the individual technician.   unfortunately not everyone performs the same level of work, just like any job.


    respectfully, you are incorrect.   IBM is the service and tech provider for 'Think' products.   IBM also (still) owns 20-something percent of Lenovo.   this hasn't changed since 2005.

    when you call the support number listed on lenovo.com (800-426-7378, aka "800-IBM-SERV") you will speak with an IBM technician depending on the product.   ThinkStation and ThinkServer products are supported by the IBM System X and BladeCenter team in Atlanta, GA.   ThinkPad and ThinkVision products and accessories are supported by various IBM call centers.   most of Lenovo's support site is hosted off of ibm.com.

    'Idea' and 'value line' products are serviced by another resource.

    on-site service is handled by IBM and Lenovo business partners except in larger areas where actual IBM employees will perform the work.


    yes.   please call the warranty entitlement department at 800-426-0005 to inquire about upgrading to on-site service.   you may also purchase online via this link:

    http://shop.lenovo.com/SEUILibrary/controller/e/na/LenovoPortal/en_US/config.workflow:StartWarranty
     
    erik, Jun 30, 2010
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  8. raeef

    raeef Notebook Enthusiast

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    I paid $26 using online warranty upgrade website.
     
    raeef, Jun 30, 2010
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  9. T_Sous

    T_Sous Notebook Geek

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    Doesn't it depend? I don't have a Lenovo/IBM. But where I am if a company needs a Tech they hire a local tech its not their personal employee. I've had a tech come out about 6 times.. Yes its very annoying and he was quite violent with my laptop. I guess he was in a rush.. But I know how you feel.
     
    T_Sous, Jun 30, 2010
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  10. lead_org

    lead_org Purveyor of Truth

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    the quality of service depends on the training and attitudes of the repair technicians....
     
    lead_org, Jun 30, 2010
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  11. cn_habs

    cn_habs Notebook Deity

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    Seriouslyyy man... do you work for IBM or what?
     
    cn_habs, Jun 30, 2010
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  12. vimvq1987

    vimvq1987 Notebook Consultant

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    I doubt that there's a hot line support service? Call them and complain about what you've got. Most supporters I've contacted are very gentle and supportive, that's what I can say about IBM-Lenovo support service.
     
    vimvq1987, Jul 1, 2010
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  13. JabbaJabba

    JabbaJabba ThinkPad Facilitator

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    The level of the service reps will vary within the US, just as it can in any other country. I find no evidence of North American service reps being better than those in other countries.

    I've had on-site service carried out in Europe and in Asia. In all cases, they have provided quick but diligent service/repair.

    After each case was closed, I was sent a questionnaire via email asking about my satisfaction with the repair. I assume the OP will receive the same and can use this as one channel of complaining.
     
    JabbaJabba, Jul 1, 2010
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  14. lead_org

    lead_org Purveyor of Truth

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    Not all Onsite Service is carried out by IBM around the world... in Australia it is carried out by Bytecraft...
     
    lead_org, Jul 1, 2010
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  15. halobox

    halobox Notebook Deity

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    When I needed to get my warranty for a T400s fixed, it was IBM that did it. All of the downloads still come from IBM servers. So they ARE still involved.
     
    halobox, Jul 2, 2010
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