So I've had issues with Lenovo.
They replaced the screen yesterday. But it was cracked, no problem, as long as they come back and fix it (but if you note below, they don't think it's worth the cost benefit, they'd rather just throw me a bone)
Back in February I sprung for the extra gigabyte of RAM. I thought it would be fantastic for the slow as snails Microsoft Vista.
Well last night I thought I'd check if anything else was wrong with my lemon of a laptop (it's actually a great laptop, but my specific one - lemon).
Lo and behold. It's missing an entire gigabyte of RAM that I paid for. After all I've seen at Lenovo... I just wasn't that surprised. Great laptop, horrible service. They must have run out of money after they hired all those engineers (I don't believe there are better laptop engineers out there!)
Here is an email I sent to the relevant parties at Lenovo and IBM (and Apple). I also sent further private emails to the CEO of Lenovo (Bill Amelio) and IBM (Sam Palmisano).
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To all involved,
I understand the effort and expense you have all gone to in replacing my screen. I appreciate the expense, time and effort. There is no doubt in my mind that people have worked very hard behind the scenes to help make things right. You have all been one of them and I do appreciate that. However, there are still some ongoing concerns and there are outlined below.
Attached are pictures of what has been mentioned as 'something we probably don't cover under warranty, as I have heard from third party sources, but could be wrong, that the damage is purely superficial and does not impact the use of the screen.' yeah right, look at the pictures.
Picture no. one is timestamped 15 minutes after the technician left, I realised I better have evidence, as all along the way I have been treated like I have been wrong, and have only received a replacement screen as some sort of 'above the realms of normal service' exception. Note you cannot see the crack from front on, and neither the technician nor myself noticed it, until I looked at an angle after I had turned the machine off. The next picture is after one day of normal use. It has cracked all the way through. I am still using it, but I will not be moving it.
As for your offer of a full refund.
I reject your refund offer. The cost of downtime as I try to get another laptop running is not negotiable. This machine has already cost me money in down time. A refund offer does not even begin to cover the cost of my time.
As I have mentioned from day dot, all I have ever wanted is a laptop that works.
I do not enjoy being treated like I am wrong, and that somehow I am responsible for your loss of money on this transaction. I very well know you are losing money on this. I do not care.
You bought into a contract to supply me with a laptop that worked and as specified. You did not.
When you repaired it, you went into contract with me to repair it correctly. You did not.
Here is a summary of events, and let me know if this isn't how you see it.
What I did wrong:
- I broke my power jack, and then paid you guys to fix it.
What it has cost me:
- Time. Downtime for my business
- Money. My Vodafone wireless internet still gets paid even if I don't have a laptop to use it on.
What you guys did wrong from the moment I bought it:
- 6 weeks to ship
- Brown stained screen
- Broken microphone
- No Multitouch as specifically ordered on the phone (check your recording)
- Did not supply and install 1 extra gigabyte of ram, as specifically ordered and paid for (I'll agree that I did not notice this till two days ago, but it was an unexpected surprise)
What you guys did wrong since repair:
- Took 6 weeks to repair, of which for 4 weeks you lost my signed agreement for repair and did not begin repairs on my machine until my laptop had been sitting in your repair shop for 4 weeks.
- Still did not supply a Multitouch screen.
- Treated me like some kind of cost blackhole and therefore something to be avoided at all cost.
What you guys did right:
- Given me onsite service, the technician was fantastic. Apart from the broken screen, I was very much impressed by his work.
And now:
- You want me to take a refund of invoice amount?
It's going to cost me to take that refund, and you're refunding me... wait for it.., for RAM you never even installed!?
Here is my non-negotiable offer of three options:
Send a technician to my house next week.
Replace broken screen (Multitouch or SXGA your choice, whatever is faster)
Install the RAM that was paid for but never received or installed
Extend my warranty to 3 years from the minute the technician leaves my house.
Provide me with a heavy discount on the next X series tablet.
Or.
Replace the screen with the one the technician took away (a non multitouch), install and supply the RAM. Swap my X61T for the next X series tablet at launch.
Or
Replace it with another X61T Multitouch, replace the hard disk with the one I'm using now so that no data is lost.
Provide me with a heavy discount on the next X series tablet.
I honestly love your laptops. When they work. I want to tell the world how great they are. I could have taken a refund a long time ago, and just shut the hell up. but I stayed and fought because I actually do like the laptop. I wouldn't have made the purchase otherwise. I know you guys can do better too. I'm not a customer that wants to go away. I want to tell everyone how awesome Lenovo is.
Problems are somethings that we deal with everyday, and they aren't anything to worry about. It's only when they blow out of proportion and aren't handled right, then they become something that is an issue.
Regards,
Richard Yong
Mobile: +61 412588389
Skype: richardwryong
Email: [email protected]
Web: www.richardyong.com
flickr cred: Irina Soulki
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