Returns / Replacements are TERRIBLE
This is a current issue I am working on. Client buys a laptop from Lenovo - it fails 2 months after we buy it, and we have to wipe/reload. 2 more months go by, and it fails again - send it to Lenovo, and they wipe the laptop again. 3 months go by - clients calling in because the laptop failed AGAIN.
I escalate the request and they will not honor a replacement until they schedule "just 1 more repair and they promise it is going to be taken care of, or we have full justification for a replacement"
Client sends me the laptop, and I reach out to schedule this onsite, and wouldn't you know...She doesn't want to schedule the onsite anymore - she wants me to troubleshoot further and "change 1 thing in the BIOS that's known to fix this" blah blah blah "Only then can we schedule the onsite if it fails, AGAIN".
Honestly, this is a joke and I've advised the client so
When I opened this ticket it was around 4/13 - laptop still had 3 months of warranty left on it. Now that the support team has managed to draggggg this out I only have 2 months. Let's see if they ever get around to honoring the agreement or if they just run out the warranty, then tell us to kick rocks, even though their goal is to "reach a final and satisfactory resolution for me as quickly as possible."
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This is on 4/20/26 when she was trying to talk me out of the warranty replacement - got me to agree to the onsite only because it sets the way to request a replacement **WHEN** this device fails again.
This is her this morning (5/11/26) trying to backtrack on her original agreement:
