Escalation required:*This is in regard to service request number ***KD*Y – where my sys...

GetHuman-anuragso's customer service issue with Lenovo from January 2019

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Escalation required:*This is in regard to service request number ***KD*Y – where my system would get hot and would turn off and had to wait to turn it on. He came with a new fan and a new motherboard to replace. Technician almost broke my machine. *After the service, my keyboard is ill fitted with keys not able to be pressed (frame not fitted properly) with a key out, has scratches*dents on keyboard & body* and my motherboard was treated as if it is plastic top.Technician did not know how to open the machine and was pulling parts apart without knowing there are screws holding stuff together. I have recorded this on my mobile camera. I had to google and tell him that there are screws below keyboard that he has to open before pulling and flexing the keyboard. (I Literally opened him a YouTube video otherwise he was going to break the system) Once he disassembled everything, he put back new fan and new motherboard but system could not turn on. So he said Motherboard is ‘Dead on arrival’ and he will therefore put my old motherboard in (the same motherboard that he pulled out mercilessly flexing different parts – since at that time this motherboard was a waste to him). I also did not have any option as I wanted a running system so that I could backup my data. Since he was able to boot up before assembling everything together, he said I don’t need motherboard the new fan would do the job. I was horrified mean if he would have not touched my motherboard and just changed the fan, I would have been OK and tested out if my system was sill overheating. But after the huge amount flexing and force he had applied to my old motherboard (let alone the antistatic band that he did not use), I certainly would NOT take that. I would definitely want a new motherboard since the one he brought was DEA for plus the damage he inflicted on my old motherboard is the second reason.*Lastly, he started putting everything together but was missing a ***** of the outer body. So to my surprise he took out a ***** from inside the laptop (what unprofessionalism) and put it outside. He said that inside ***** was “EXTRA”. And at last came keyboard part which he didn’t know how to put back so he forced it in. But was not able to fit it properly and I have an ill fitted keyboard with key out, not able to press keys and scratches and dents. When I asked what is this, his answer was “When you bring your car to mechanic, there are scratches and dents”.*He said I can create a new request for keyboard and someone will fix that. I mean this is very unprofessional and thank god I took pictures and video and I am ready to go to the court.* **I talked to IBM and they generated a new case for me (Service Request * ***L*V* - i will be sending my laptop to service depot), so I hope to get justice. Not sure if they would have any comments (of what is wrong) so writing this email. Please replace parts that have been damaged (motherboard, keyboard and body shell).
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Lenovo

Customer service issue
Reported by GetHuman-anuragso
Jan 14th, 2019 - a mon ago
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GetHuman-anuragso started working on this issue
Jan 14th 5:56pm