Re: W700 - purchased at the Service of the United States in Germany

Dear Lenovo Service:

This mail is a customer very disappointed and angry of lenovo who owned several "ThinkPad" produced by the past both at work and at home.

Well, this is my story - I ordered originally my W700 on 26 Nov 09. After of many calls/emails to Lenovo customer, the machine finally arrived on December 22, two weeks after the original delivery date (Oakland, CA, USA) not to mention that I had to cancel my flight/lodging the 17 in Germany which I had arranged before hand a tolerance of 9 days of delivery time would be appropriate. It turns out it was a bad management and cost me US $350 to reschedule my flight itinerary;

On 31 December, I was on a flight to Germany for training of technique of 8 months. The third day after my arrival in Germany, the laptop screen is suddenly cleared and restart/connect to an external monitor both ended up a failure.

So the next day (4 January), I called Lenovo in Germany Customer Service line and explained my situation and literally supplies to speed up the process (I had badly need for modeling 3D CAD to work); Guess what, the representative was told that he did not know if my warranty can be carried over to Germany since the original purchase was made in the United States. Including, I told her that I bought an additional 3 years international warranty and they should be able to verify with a small "click" with the mouse. on the contrary, it took them 5 days to get back to me telling me that the guarantee has been verified and MOST UNACCEPTABLE, they asked me to send the computer laptop for the filing of repair on my sense of the part I find time at the post office and have to pay for shipping... it is not how the company was performed in ancient times with IBM. In the old days, I would get an empty box delivered to my door the next day and everything I need to do is put my laptop in and picked up by the local courier. IT IS RIDICULOUS; This isn't how Lenovo should treat its customers; as a loyal customer of IBM/Lenovo for years, this isn't how you pay me back with...

aside from the default screen/graphics card.

  1. the keyboard is terrible. Flexible, noisy and feels like a piece of cheap plastic
  2. the program kept sends me errors when I tried to burn the "Recovery DVD" (of course, it was until the system broke down and became completely devoid);

To a valued customer of Lenovo (if you really want to say so), I would make the following requests:

  • have the laptop fixed as soon as possible;
  • replace the original keyboard with keyboard FRU42T3143;
  • provide a DVD of Win7/WinXP original;
  • reimbursement of my port (I'll include the receipt in the box of the future)
  • HAVE SOMEONE ACTUALLY ACKNOWLEDGE THIS MESSAGE AND RESPOND. (not too much to ask, isn't it?)

Note of the moderator; subject edited for relevance

senw, welcome to the forum,

I'm sorry to hear that you have encountered problems. I'm not able to help you directly, but would like to offer the following as documents of information for you, if all goes well, he could ease your pain a little / or not, you will have to be the judge.

  • have the laptop fixed as soon as possible;

You are invited to send your W700 to Geodis to Heppenheim; I have sent customers ThinkPad for them for almost 10 years and have never been disappointed by the level of service systems received, IMHO, they are excellent at what they do. The rule of thumb is 5 working days, including shipping to and back again.

  • replace the original keyboard with keyboard FRU42T3143

I don't know if they will be able to grant this wish, but it is certainly worth asking explaining them your concerns. It's something that is unknown territory for me because the situation is, in my experience, never came.

  • provide original DVD of Win7/WinXP

You can certainly order a set of recovery discs for your system that you have been unable to create your own. It may take some time because they don't have them in Germany and will be sent from abroad.

  • reimbursement of expenses of Harbour

At least that an additional servicepak was purchased for "collect Courier' standard warranty in Germany called 'bring-in '; the customer is responsible for getting the system to the repair center. It of unfortunate for you in this case, but has been the standard procedure even when IBM ran the show. It is a zone where levels of service may differ from one country to the other.

  • HAVE SOMEONE ACTUALLY ACKNOWLEDGE THIS MESSAGE AND RESPOND. (not too much to ask, isn't it?)

It is a peer to peer forum, where members try to help others. There are a few employees of Lenovo who help you here in their free time, but unfortunately, there is no guarantee that you will receive an official response.

Concerning

Tags: ThinkPad Notebooks

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