Initially, I thought I was going to be taken care of by Khan and Tris which is also Technology Consulting Group. However, the bad experience I had with the Lenovo Repair Depot in TX continued on with the unforeseen circumstances being handled poorly.
My Thinkbook's SSD (solid state drive) gave out and was replaced in TX. When I got the laptop back, it was just a black screen when powering on. I chose to bring it here as a local authorized Lenovo repair place thinking I'd get it back much faster than sending it to TX again.
Khan initially thought it had no OS installed. So I had Lenovo in TX send me a thumb drive to install. Since, they do not do that here. While my laptop was there, Khan checked it out and apparently it did have an OS installed. The laptop turned on, and I just needed to set it up again.
I took it back, and set everything up like new. As I was installing all my programs again and updating, restarting was necessary, but all I got was a black screen every time and had to turn it off manually. So, of course I brought it back to be repaired that Friday on Halloween. Tris asked if I could return it, but I couldn't. (I would if I could have.) So he said the motherboard (whole system) would need to be replaced, and he would order the part from Lenovo. The timeline set forth for me to pick up my laptop was to be next Wednesday at the latest. It could be fixed the same day the part was received. I thought that was reasonable.
However, the part never came on Monday, and I didn't bother checking in on Tuesday. Wednesday rolled around, and the part still hadn't arrived when I called. I was taking off for the weekend. So I didn't bother following up Friday, and thought for sure it would be done by Monday. Well, Monday came and I was told they didn't know where the part was. Someone had signed for it, but it wasn't them. A FedEx investigation would have to be done. I was assuming they weren't going to wait for this part to be found but maybe they were! I don't understand why another week and a half went by after this.
The following Monday, November 10, I kept calling to inquire about the repair status. Several of my calls were ignored when previously my calls were answered. (They probably saw my number on the caller ID.) Eventually, I left a message and my call was returned via voicemail telling me they were trying to get a new part through Lenovo. I was unable to pick up the call at the time. What that meant, I couldn't tell you. Wouldn't you just call, order another part and know it was on the way?? When I returned Tris call and asked what the problem was about the part, he said they were ordering the part again, and Monday, November 17th would be the new date it would be ready. Before this conversation, I'd been trying to get a straight answer throughout the previous week and was unable to get one until calling incessantly and leaving messages to be updated. Well Monday the 17th came and went with no call. I kind of just gave up and was exhausted trying to chase them down for answers. They were no longer answering my calls, and I was tired of leaving more messages.
Wednesday came, and Khan calls me about 12:30 in the afternoon to tell me I can pick up my laptop by 1:45 or get it on Friday. Coincidentally, I was available and not busy with work! So, of course I put off whatever else I was doing to pick it up. I didn't even want to know what the deal was with Thursday and certainly did not want to wait until Friday.
So November 19, Wednesday, I was picked up my laptop with new motherboard installed. I appreciated Tris coming from his back office to greet me with Khan and let me know to call them if there were further issues. By now, my laptop was in their possession for two and a half weeks.
I went home and proceeded to get my computer up and running again. The minute I tried to switch it on, it went to a black screen. I was in disbelief but turned it off and on again. It finally turned on correctly, but it only restarted once. I decided I would not bring it back here but wanted to hear from Khan or Tris what else might be the problem. (I had decided I'd just send it back to TX.) So when I called Lenovo tech support, I could give them some insight. Well, as usual they ignored my calls. So I decided I would no longer be contacting them for anything in the future. They are nice guys but did not handle the situation transparently and professionally. No one should have to wonder what is going on with their repair or be notified to pick it up with only an hour window. Warranty or not, I would not return here for any future computer woes. read more