csberry

The laptop returned from its FOURTH trip to Lenovo's repair depot in the past 45 days. I came into the office, opened the box, saw the repair sheet from this last visit, and became PISSED OFF beyond words. Despite the history of this support ticket; the list of repairs and replacements which includes replacing the mobo, CPU, and other parts as well as reimaging/reformatting the HD twice (I even include copies of the repair sheets from each visit when I send the laptop in); and the recommendation of the phone support guy to investigate the cooling system...the tech assigned to my laptop this time decided he knew better. Vincent decided that the only problem with my laptop was that I hadn't installed the updated Lenovo Toolbox software on the hard drive. Never mind that I wrote on the repair sheet that the HD was reimaged twice and every diagnostic (including the full suite of the Lenovo Toolbox) has always shown that every piece of hardware passes.

Vincent was too stupid or egotistical to believe all that documentation. So, Vincent apparently worked on my laptop on Friday, installed that software, and then immediately shipped it back to me. HOW THE FUCK DID HE THINK THAT SOLVED THE PROBLEM!

I'm getting to the point that I'm convinced that the repair guys in Memphis take a stab at the problem, do a token amount of diagnostic software, and then ship it back to me so *I* can actually test the laptop to see if what the did fixed it. Well, guess what! I've received the laptop back from you 4 times now and the previous 3 returns resulted in the laptop freezing before 24 hours have passed. Don't be proud that you "fixed" and returned the laptop in 24 hours. Keep the damned thing for 3 or 4 days to actually see if the problem occurs instead of shuffling it back to me in some crazed version of "laptop hot potato."

I immediately called Lenovo to complain about this. I was escalated to a "repeat repair" rep and he said that they couldn't take an action until there is actual indication that the work Vincent did didn't actually fix it. We ran the HD diagnostic and it, of course, said everything is peachy. So I have to wait until it freezes (history says it should happen before lunch tomorrow) and then I can have them send me a replacement HD since that is what the repeat repair rep said was the only other logical hardware solution. If that fails, then I get to have the engineers at Lenovo give it a look over and determine if I get a replacement.

JOY!

But other than this experience, I have been VERY HAPPY with Lenovo and their support staff.