Horrible Lenovo customer support?

Was today someone's bad or something and don't worry, i'm not just complaining.

but i called today to see if could get my lcd bezel fixed, since it just started to crack and the bottom (only see it if it's close), for no reason at all. if i dropped it or did something to break it, i wouldn;t even bother. but it just started doing this naturally so i;m worried that there might be a bigger problem. It's not a big deal, but i do have a warrenty for a reason, so i thought i might get it fixed before it runs out and the problem gets worse.

To be clear, i have the warranty that came with the machine. I called Lenovo expecting the same great service, but i got something completely different. I explained my problem and the women just started speaking at a really loud voice "it's going to cost you $995 to get it fixed, Do you still want to do that" I told her that i thought that my machine is still under warranty and she told me that is not covered.

Since i have my thinkvantage tool open to get the model number and everything, i can see that i have 60+ days left. so i told her that and she comes back with "let me check your warranty." I'm a very patient person and rarely get mad, but at this point i was kind of confused and mad that she would just give me an answer without checking. she told me that i was not covered with accidental damage and well i guess i;m not, i;m not sure. but when i told her that the damage is not by accident, she got very defensive and told me a lot of stuff i couldn't make out. such as "it will still cost you 995 dollars and it would just be a waste of time to send in your machine and get it sent back. and how if there is no damage, they send it back, it;s still gonna cost 995 dollars.

To replace a piece of pastic should not cost anywhere near 995 with or without warranty

so i guess after complaning for this long, here is the real question.

Is that true, that the warranty that you get when you buy a machine does not cover plastic damage because it would be part of accidental and you do not get accidental protection when you buy the machine, even when the damage was not the result of an accident. this is not even a week after they replaced my power adapter and HDD.

hope lenovo's customer service is not going down and that i just got a lemon...of a phone rep.

 

i think that was just one bad rep. try hanging up and call again

 

Ya, just call back and talk to someone else like kevinf said. Support is always attempting to be helpful for me. Sometimes I have had communication problems with the Indian call center though...

But the one in Atlanta, GA was very helpful.

 

parts damage isn't covered if caused by the end-user.   but, if this happened on its own then it would be covered.

which Lenovo system do you own?   you don't have any listed in your signature.

 

Bad reps are everywhere. As said by others, try calling again. You just gotta find the right guy (or a girl).

995 for screen repair is ridiculous regardless though.

 

out of every ten support phone calls, i get one whom is new, and on most occasions they don't know everything. But some of these new people are cocky, while others will tell you off the cuff that they are not up to date on every procedures and rules.

So my advice is that if you get someone whom doesn't seem to know everything or they seem have no idea what they are talking about. Just hang up and call again.

Also, personally in Australia, the people on the night shift are usually more knowledgeable about warranty issues.

If the part was damaged due to poor fitting or design, then it would be covered under warranty, doesn't matter what the service support staff says. you can also escalate the issues if you are not getting anywhere.

 

Yep thanks guys, i'l call again tonight.

I have a T500 btw. I have had all good experince with Lenovo, this is a first so i'm hoping it's just the problem.

I figured even if she wasn't very nice, she could still be right, so i better ask before i get the same thing again.

Again, thanks a lot.

 

A wrong CSR ( customer service representative ) can turn your good day into burning Hell.

 

lol, it did!!! but i got a nice workout in afterwards, work off all that anger.

 

When I get responses I feel aren't productive I note the CSR's name and employee ID numbers or whatever they use, call back until I get someone productive and helpfull and if they tell me a different answer I report the previous CSR.

Learned my lesson from a terrible CSR I got when I called Comcast once. The rep insisted my cable modem wasn't working because my email address was incorrect and he couldn't fix it during the night shift. Called back 5 minutes later and me and the next CSR had a good laugh about it, but I didn't have this guys information to give to him so he could get the poor guy some training.

 

Recently, i have been in alots of trouble with reps.
They dont know anything, they can't answer anything, they can't tell me when they can get me the answer.
And yes, i called so many times that i have spoken with more than 5 reps.
Took me a month to get the PC fixed which I just bought and used for only a month.

If you feel like not wasting your time, just write a letter to higher authority.
It seems that is the only way to get them moving to me.

 

maybe that is the last possible avenue to take if you have no success with the CSR after many attempts.

 

Definitely write to management and complain if you have bad experiences. The only way to make them change is to let them know that customers want high quality service.

 

Yeah, I agree. I did that recently with good effect.