Today I've gone from 'I love Lenovo' to 'Lenovo stinks'. Just over a year ago, I spent $1800 on a very high end Lenovo laptop and another ~$8,000 on 7 other laptops (for family). The 8 machines are now 6 months past their 1 year warranty; so, of course, the motherboard on the super expensive one has failed. I called Lenovo to see if they could help me find the right repair shop, buy a new board, or otherwise assist a $10,000 customer in finding a solution to a very early and unexpected problem. I was...suprised(?) when, 10 seconds into my call I was told, "The laptop is of warranty, so I can't help you." Never being one to take no for an answer without at least finishing my request, I politely asked for a supervisor (in the most patient, but manly-toned voice I could muster). "All the supervisors are busy," I was told; but a promise was given that a one would call me back within an hour. Well, I never received that call, so I followed up the next morning. A Lenovo chat agent informed me, "you weren't called because the supervisor de-escalated [canceled] your request because the machine is out of warranty." To prove the point, I was shown text from the de-escalation comments which--I'm thinking by mistake--included the supervisor's other comment that, "[The] customer just wants a free repair." Now, to be clear, never did I ever speak to this mysterious supervisor so as to ask for said free repair; nor did I ask that of any other Lenovo representative. Somewhat chagrined, the agent declined to offer any further input or help, but did promise she 'would ensure' I received the aforementioned call-back within the next 2 hours. This is the point where we all give a big, collective sigh because, you guessed it, once again the call never came. "Why?" I asked. "There were no supervisors available at the time," I was told. "Thanks for letting me know before I waited for it to come," I mumbled with inaudible sarcasm. Long story less long, another two hour promise came and went without a call. Can a company really be this bad? I'm sure the amount I paid them was I significant to them, but that's a chunk of change in my world, and I would have thought it might qualify me for 15 minutes of attention.
