Marcos B.

I would write about my issue in full, but for those who don't feel like reading this review for 5 or 10 mintes, I will try to summarize:

-my Lenovo Ideapad flex 5 laptop for which I paid around 580€ stopped working properly 6 months after purchase (previously worked perfectly and I liked it). The screen wouldn't work at all. No way to access BIOS or anything like that. Problem was caused right after a Windows update. I did my research and many customers are reporting the same problem, in the exact same conditions, which suggests this might be a factory defect. It is Saturday the 20th of March and Customer Service is only Monday to Friday at least in Germany so I just open an online ticket and wait.

-Monday the 22nd of March: upon contacting Lenovo they try to upsell upgrade of guarantee so they can send a tech to my home to check my laptop before sending it to them; when I tell them I'd rather stick to standard guarantee they tell me that "due to the pandemic" it might take longer than expected. I ask them how long is that and they advice 10 days for the reparation of the device plus shipping times

-a few days after I send my laptop I receive a SMS message saying my case has been cancelled. I call customer service and they struggle to find my case. Finally they find it and ensure that everything is in order, that they have received my laptop and is awaiting reparation. They don't know why I received that SMS. Later I found out that my case has been duplicated in their system.

-during the next couple of weeks I tried to remain patient and I sent several emails asking about the status of my reparation as in the website if I introduced my serial number it said something like "case completed". One of the answers that I got to my email was on the line of "I can't find your laptop, are you sure you have sent it to us?". I called about 3-4 times and every time they assured me the laptop is there and still awaiting for a reparation, but they couldn't pull more information or pass me with a supervisor/responsible person.

-at the third week after I sent my laptop I received an email saying my laptop was about to be repaired but they were awaiting parts. I call again to ask how long can this take, they tell me 1 week tops for parts to arrive and give me a estimated date of when I will have my laptop back home: "by next Friday" referring to Friday the 24th of April. I am still waiting.

-on Monday the 26th of April I call them to know why did my laptop didn't arrive. They tell me they are waiting for parts. At this point we are 5 weeks into the issue or so. Lost count. My patience is depleted and I want answers. The guy on the phone does his job very well and is patient and polite but tells me basically the company is not going to do anything about my case: they are waiting for parts and waiting it is. No estimated date of when the parts will come. He estimates that they will come "by the next Friday", the 6th of May. The story sounds familiar. I ask him of alternatives but apparently there is not any: he can't pass me with a person with more responsibility in the company, nor provide a email where to address a complaint. The only option he offers is for me to leave a feedback when the issue is resolved. I explain him I want to speed up the solution and don't care about feedback forms. He apologizes and all that but no solutions at all. I ask for a substitution laptop. He says it is not possible.

-7th of May: I call again, they are still waiting for parts. This time the person who picks up the phone says she can contact her colleagues and they will email me with further information. I receive the email with "further information", which just says they are waiting for parts. I lose my temper and I write an unpleasant email where I make clear how unhappy I am with the company and it's way to fool their customers. A few hours later I receive an email saying the parts have arrived and that it won't take long. Draw your own conclusions here...

-8th of May (when I am writing this review): I receive an email saying my laptop has been repaired and will be sent to me after it passes a quality test. I will believe it when it is here. Then I will sell it as second hand and never buy Lenovo again.