03-10-2012 10:22 AM
My new Lenovo computer is completely dead after only 4 months out of the box. While it is inevitable that such misfortunes occur from time to time, I was rather unimpressed with the service at the Grand Forks Best Buy. They wanted to charge me one hundred dollars to back up the data on my hard drive before sending my computer out for 2-4 weeks for repair; which is essentially like saying, 'sorry for selling you a piece of crap, but I would be happy to help you retrieve some data for an additional fee'. Best Buy is a great option if you are an impatient person and want to have a device in your hands by the end of the day. However, as far as the customer service is concerned, the person to person interaction was of no use since my concerns fell on deaf ears unwilling to budge due to a standard operating procedure. I strongly advise online shopping with Amazon over Best Buy, their customer service for products which they sell is by far superior. The closest thing I got to an apology was a 'sorry you are the 1% of the people that this happens to, but if I take this computer back and give you a new one, I will have to sell this one as an open box for half price.' If it is a piece of crap in the first place, I would hope you don't sell it again to another person.
In summary , while the defective computer is IBM's problem, it is a product you sell in your store and you should be willing to stand behind the products you offer, or at least try to help me retrieve some data for work before my computer's extended absence. This experience underscored how worthless it is to buy anything in the big box corporate store, I could have had the same experience buying online but at least avoid the worthless trips to visit the condescending leadership at best buy.
03-10-2012 11:48 AM
Having same issue on 3 month old Lenovo (V570). HORRIBLY disappointed with Lenovo's customer service. Heading to Bestbuy in a few to see how they will handle it.
03-10-2012 11:52 AM
03-12-2012 02:22 PM
It's disheartening that you did not receive exemplary service at our Grand Forks, ND store over your Lenovo computer woes. I'm truly sorry that your 4 month old computer is already dead, and although I can certainly understand your reasoning for declining the data backup offer, like Ash explained, it's optional.
Further echoing what Ash stated, your Lenovo computer comes with a 30 day coverage as well as a one year manufacturer's coverage. I also find it unfortunate that your computer isn't functioning, however, you may either bring it into our store for service or consult the manufacturer for alternative options. I'll be sure to internally address your raised situation internally with our Grand Forks, ND store management. If you have any other comments or concerns, feel free to address them here or send me a private message.
03-15-2012 08:39 AM
CSR at local Best Buy was courteous. He understood the issues I'd had in contacting Lenovo directly and accepted the system for repair under factory warranty. I was a little disappointed with the estimated turnaround time (up to 2 weeks...), but we'll see how that works out.
03-15-2012 11:37 AM
BestBuy did stand behind the product by offering to repair it. But backing up your data is your responsibility, not even the manufacturer would offer that service to you.
If you use your laptop for business, then it would be prudent to have some kind of a backup plan in place (like backing up regularly to an external hard drive or network storage drive and on regular basis).
I love the Lenovo line of products and have had wonderful support from them, but it may be because I buy the ThinkPad (business) line of machines and not the IdeaPad (consumer) line. QA and Support are different between the two lines.
03-15-2012 04:02 PM
Buy a usb adapter, pull your hard drive out and connect it to someone elses computer- back up the stuff or burn it to a few dvd's depending upon how much you have. Wont cost you more than 10 bucks(likely 5) plus the few minutes it takes you to set up copying the files