Our small business has different Lenovo laptops/tablets, and this June they delivered to me an additional new one - ThinkPad X12 Detachable (i7/16Gb/1Tb/pen).
Little by little, by July (only about 6 weeks in age) the touchscreen stopped reacting to touching. This feature, in fact, is extremely important in our business (we provide online education, use touching by hands and pen on every lesson, you know).
By now Premier Support two times(!) delivered and replaced for us the lcd and lcd cable. No luck. Moreover, after the second replacement by Lenovo contractor, the device became mostly dead - now the whole display is just black.
Who wants to guess what was the next proposal from Premier Support?
Yes! They proposed [traditionally] to replace the lcd plus lcd cable (third time, guys!), as well as the motherboard! As you know, cpu+gpu+memory are soldered on the motherboard. So, actually, they are going to replace almost all components of the laptops.
Looks like the customer is number one priority for them, yeah... BUT, as you can see from all above, we couldn't use this ThinkPad for my business for 2 months - all the time after July 21 by now. Even with Premier Support! And that is the worst issue for me as a customer, guys...
At the same time, unfortunately, Lenovo still rejected my proposal to replace the whole device with a new one - even though it had a hardware issue almost from the very beginning.
As a result, I had to spend my own resources and rented an additional device to not reduce my business capacity and not lose some clients. In addition, as you can see, Lenovo also already spent a huge amount of resources - three LCDs, motherboard and contractors' work - which all together is definitely much more than the cost of a new replacement device, by the way :)
To be fair, Premier Support always reacts in time (2-3 business days). But still no success :)
So, we see that Lenovo support has strong procedures, follows them thoroughly and even does not count amounts of resources - which is definitely good. But, paradoxically, it seems like such an approach does not have the goal of caring about customer needs at all.
Even having Premier Support, I can't use the device at my work for an extremely long time!
Sorry about long-reading, I hope it was useful for somebody.
This is an ongoing situation, it is well-documented by Premier Support, and I'll keep you in touch, if interested...
What is your experience with Lenovo support hardware issue resolving?
By now Premier Support two times(!) delivered and replaced for us the lcd and lcd cable. No luck. Moreover, after the second replacement by Lenovo contractor, the device became mostly dead - now the whole display is just black.
Who wants to guess what was the next proposal from Premier Support?
Yes! They proposed [traditionally] to replace the lcd plus lcd cable (third time, guys!), as well as the motherboard! As you know, cpu+gpu+memory are soldered on the motherboard. So, actually, they are going to replace almost all components of the laptops.
Looks like the customer is number one priority for them, yeah... BUT, as you can see from all above, we couldn't use this ThinkPad for my business for 2 months - all the time after July 21 by now. Even with Premier Support! And that is the worst issue for me as a customer, guys...
At the same time, unfortunately, Lenovo still rejected my proposal to replace the whole device with a new one - even though it had a hardware issue almost from the very beginning.
As a result, I had to spend my own resources and rented an additional device to not reduce my business capacity and not lose some clients. In addition, as you can see, Lenovo also already spent a huge amount of resources - three LCDs, motherboard and contractors' work - which all together is definitely much more than the cost of a new replacement device, by the way :)
To be fair, Premier Support always reacts in time (2-3 business days). But still no success :)
So, we see that Lenovo support has strong procedures, follows them thoroughly and even does not count amounts of resources - which is definitely good. But, paradoxically, it seems like such an approach does not have the goal of caring about customer needs at all.
Even having Premier Support, I can't use the device at my work for an extremely long time!
Sorry about long-reading, I hope it was useful for somebody.
This is an ongoing situation, it is well-documented by Premier Support, and I'll keep you in touch, if interested...
What is your experience with Lenovo support hardware issue resolving?