1 Jan, 2018 → by ClaimboUser455535
thinkpad x1 carbon 2nd gen (2014)

1

Dear Lenovo-Support, my name is Nikos Alexandris. I own a ThinkPad X1 Carbon 2nd Generation (Machine Type: 20A7005R-, Serial Number: R900XR5C) which I bought from ’www.cyberport.de’ (ordered on 08. April 2014, Internal Order ID: [protected] 1). I am disapointed and dissatisfied with the last four support requests, tickets: 4033MDM, 4037TPM, 40398HS and 403CDS8. I paid for probably the most expensive laptop of this series (please check the specs of this laptop) and made this choice mainly because of the 3 years *On-Site* support. I expect that Lenovo recognises its mistakes in this case of the laptop I own. And understand please the enormous amount of time I lost during this period of several weeks (almost two months). Details [deleted from original mail -- short background of mine, meant to make it clear that I am familiar with Computers, Computer Hardware and Software.] Support from Lenovo I was very pleased to buy this laptop which made me a happy Linux user. And before November 2016, I was overall satisfied with the support requests and your (Lenovo Support) responses. In fact, it’s not the first time me or family members preferred to buy a ThinkPad or a Lenovo product. I, or we, owned a ThinkPad with the Serial Number: L3-PBDA205076. As well a Lenovo Yoga Tablet 3 10”. Request for a recovery media Since many, many, months ago, I asked for a recovery media (for the original operating system) for the X1 Carbon laptop. My experience tells me that it’s good to have some media off-disk, the one disk that is occupied by the operating system and applications, and data. So, I moved my Linux stuff to another SSD, and kept the original SSD so as to try to re-install Windows normally. I needed to do two things: a) confirm that Windows works just fine, and likely it’s a Linux related bug that causes the CPU related warnings and error messages, and, b) activate the GPS sensor which is integrated in the Sierra 7345 M.2 (Part Number 04X6014). My request was not satisfied. Then, around October/November the laptop’s originally installed battery has dropped enormously in terms of its capacity. This caused various problems, in the normal expected funtionality of the computer. I asked, on the phone, for a recovery media (#4033MDM) along with a screws set. I received the screws, so far so good. I was pointed to download the recovery media online. And here begins the story. My laptop is/was not eligible for an on-line download. So, -1 point here for the Lenovo Support service. New Service Request Tickets I opened a new ticket, after Linux started misbehaving, and warning for CPU related problems (the messages that can be seen with Linux’ `dmesg` command line tool). #4037TPM was about getting the original recovery media. I received DVDs for a laptop that has no DVD drive. Ticket #40398HS was about requesting the same thing. Though I did try to extract from the DVD’s iso images, and cloned them over to bootable USB sticks (the recovery process never reached a success status, it always crahsed on the way, while installing various stuff). Details on the support In one of this conversations on the phone (either for #4037TPM or #40398HS), I was told that Lenovo does not support Linux. Excuse me, how is this relevant with my request for a recovery media for the original Windows OS? Software is one thing. And hardware is another thing. The computer did not function as it worked for the last two years, likely the battery’s low performance was related. I asked support to re-install Windows. I did not ask for any Linux-related support. I asked this to confirm all works fine with Windows (and excluding any Hardware issues). Again, I don’t see the relevance of the statement of your employer. In this last ticket (#40398HS), Mr. G.N., and I, clearly “agreed” that I will receive a recovery USB stick. Again, I received DVDs. When I called again, speaking again with Mr. G.N., he told me “Let me ask if there is a USB stick for this laptop to recover the original operating system” or similar. Please, check your records, since Lenoco claims to record the conversations. Why did it take two tickets, so many weeks and, essentially, an enormous loss of time and money from my professional life, to ask this simple question in the beginning? Finally Finally, ticket #403CDS8, somebody picked up my laptop. It was sent to ESAG AG (in Switzerland). They replaced the original SSD which, I assume, was the faulty one. Even this service did delay the delivery of my laptop for one day. Unfortunately, this day was a day I had to travel professionally. Without my computer, I had to cancel this trip. Why so much time lost? I insisted from the very first time, for a recovery option, or someone to check my PC on-site. It would simply save my time, your time, and altogether have a normal resolution of the situation. Finally, I am sorry that I have to repeat that... I am disapointed and dissatisfied. I paid for probably the most expensive laptop of this series (please check the specs of this laptop) and made this choice because: a) I would have 3 years *On-Site* support and b) I can install Linux as well. I expect that Lenovo recognises it’s mistakes in this case of the laptop I own. And understand please the enormous amount of time I lost during this period of several weeks (almost two months). Sincerely, Nikos Alexandris -- Nikos Alexandris | Remote Sensing & Geomatics GPG Key Fingerprint 6F9D4506F3CA28380974D31A9053534B693C4FB3
Helpfull? 0 votes

Post your comment:



Do you want to help? Probably you've just been in a similar situation, know the solution and want to help? Perhaps you are just a kind person who has advice on the merits. Please write your comment — you can do a good breed.

If you are actual Representative of Lenovo Group you can contact the user using the comment form and help resolve the situation. The user can always mark his complaint as "resolved". Maintain your brand image, it is FREE.

Copyright © 2023 CLAIMBO.COM. All rights reserved.