06-05-2018 10:56 AM
I bought a Lenovo computer w/warranty less than a year ago at BB in San Diego. Charger stopped working went to store terrible customer service. Manager did not want to help. I was told they had ordered charger and wait for to be delivered 3 to 4 days. Received email after 4 days they needed serial number to send charger. Serial number nowhere to find outside computer tags but only in the computer system. No way to get serial number when computer discharged and no charger to get the number. Called 3 times there parts division. After almost 2 weeks sent wrong charger. Called again customer service rep put me on hold for almost 30 minutes and at the end she terminated the phone call without leaving me waiting for her to assist me. I would like to know if there is anyone out there to that can help me solve this issue and file a formal complaint at the BBB, Consumer affairs and BB headquarters, thank you.
06-05-2018 01:37 PM
If you purchased a Geek Squad Protection (GSP) plan to cover this computer it should not be this hard to get a replacement charger. I bought a Lenovo laptop last year and I absolutely love it.
I have emailed the General Manager of this store asking them to get in contact with you to get you the correct charger for this laptop. Let me know what they have to say, and what steps they take to make this right for you.
I have filed a formal complaint in this matter here at our corporate headquarters. We don't have the ability to file a BBB or Consumer Affairs complaint; that would need to be done by you. If you have any specific requests of me please let me know. I look forward to hearing from you.
06-05-2018 04:26 PM
06-05-2018 06:06 PM
I hear what you are saying but your GSP doesn't work that way. I can promise you Melissa and Antonio are not the General Manager of this store as that person's name is Martin. Let's see what the store can offer before we jump to the conclusion they cannot assist in a faster way than they did in the past. I will let you know what they say.
06-06-2018 04:17 PM
06-06-2018 04:47 PM
I did hear back from this store and I stand corrected that it looks like Melissa is the General Manager of this store, and she should be contacting you. I have asked them if there is any way to get you a new charger faster than placing another order for one. I will let you know if I hear anything else, and please let me know if you don't hear from this store by Friday 6/8/2018.
06-07-2018 09:30 PM
06-08-2018 12:09 PM
That is disappointing to hear, but I can promise you any delays are not intentional. Our regional and district managers are not customer facing employees, and our management in our stores should be fully capable of handling any situation that comes their way. I have emailed Melissa again, as last time I spoke to hear she was working on getting a faster solution for you. Once I hear back from her I will post back to this thread.
06-08-2018 12:54 PM
I did hear back from Melissa on this and she advised me a new charger should be delivered to here store today. She said she spoke to you and you advised her you would be picking up this new charger on Saturday 6/9/2018. Let me know if you need anything else.