Tony sent me a letter this morning regarding his experience with Lenovo's Service. The letter appears in its entirety below:
Complete Dissatisfaction with Lenovo Notebook and Support
System
Lenovo
1009
Think Place
Morrisville,
NC 27560
Lenovo,
This letter describes past and present problems that were
suffered through the medium of a Lenovo 3000 G530 4446-23U laptop computer that
was purchased from "Tiger Direct" on or about 05/07/09. The above
stated laptop was purchase with the thought that this would be an excellent
starter computer for my Father in-law. This computer worked approximately 35
days before the operating system malfunctioned. Subsequent to the operating
system collapsing, technical help was procured from Lenovo at which time the
Tech Rep stated, that Lenovo would send operating start-up disks to reboot the
system. After receiving the disks and
with the assistance of Lenovo Tech Reps the uploading of the disks failed. Subsequently,
the Tech Reps stated that the laptop required shipment to Lenovo's repair depot
for further correction. The product was sent to Lenovo's repair depot,
supposedly fixed, and arrived back at my residence on 07/16/09.
After opening the carton and within 15 minutes of attempting
to place the system into operation, it was surmised that the computer was
non-operative because the operating system was locked at the "VeriScreen"
function. Again, the Lenovo Tech Reps were notified and attempted to fix the
problem. The Tech Reps were unsuccessful and additionally, had the audacity to
suggest that we wait for additional disks to arrive from Lenovo to remedy the
problem.
We are currently going on one month without the use of a
newly purchased computer (unsatisfactory). After speaking with the Tech Rep
about the act of uploading additional system/utility disks (we have already
went this route), I called back and requested to speak with management about
exchanging (immediately) this computer for a new computer. I was subsequently notified
that speaking with management or for that matter others' at higher levels was
not allowed and that I must wait for management to receive "the Tech's
email" and respond to said requests (with 72 hours). I initially requested
that I receive a new computer, which I believe is only right after having to jump
through Lenovo's endless array of bureaucratic loops and backstops (plus non-use
for 3 weeks - 1 month). However, after considerable thought, I have chosen to elevate
my request to refund of purchase. This decision was based on the assumed length
of time it will take to remedy this situation, in that it will increase the
product non-use time to well over a month and that is completely beyond the
comprehension and reason of acceptable business practices.
It is my belief that Lenovo must drastically correct
the quality of product, their service and support systems, or both. If they
fail to take the appropriate action for cases such as these, I sincerely believe
that Lenovo as a business entity will lose a great deal of future revenue and in these times that could mean the ability to continue
within their chosen industry.
Update: I spoke with Lenovo's resolution department on
07/21/09 and at which time was informed that Lenovo believes that my computer
was fixable therefore I could either elect to accept the additional start-up
disk or I could send it back to the factory/depot for another service attempt.
I stated that yes, I believe that the computer was fixable. However, the wasted
time resulting from endless fixing and sending my "new" computer
around the country for poor service is not only a major and uncalled for
inconvenience, but has forced me to purchase another laptop to replace the
inoperative Lenovo notebook.
I additionally, wrote a letter to the place of purchase, as
well as Lenovo Group LTD, and the Better Business Bureau. Be advised that
according to the Better Business Bureau, Lenovo Group LTD has an "F"
rating.
Respectively,
Tony