I sent my Lenovo Tab M* in to be fixed on ******* at a non-refundable cost of nearly...

GetHuman5304035's Complaint issue with Lenovo from September 2020

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The issue in GetHuman5304035's own words
Replace or fix a faulty unit. The one that was sent to replace my original one had a bad memory, video, and sound card. So it was sent back in early August for repair. ... I sent my Lenovo Tab M* in to be fixed on ******* at a non-refundable cost of nearly $** (one rate-signature verified). At first, they did the job in returning it or communicating the problem with me within * business days. I get that things are a little backed up because of what is going on, so when I didn't have it in * weeks I called to check on the repair. I found out that it was going to be sent back to my home via FedEx the next day. I was away visiting a friend. Because the item had to be signed for with ID, I couldn't just have someone there or pick it up from the office. Normally this isn't an issue. I can pick it any package up at my local Walgreens.**However, this time that didn't happen. I contacted the store to make arrangements to pick up the item upon my return. Normally FedEx drop-off will hold an item for ** days before returning it to the sender. This time the driver somehow pick the package up and put it back on his*her truck before it could be checked in with the store. It was sent to a place that has nothing to do with the sender, Lenovo. I will give them that. I should mention that the item was sent to me on *****, arrived at my house*store on *****, was sent back out on the same day, and arrived in VA on ****.**However, I notified Lenovo of the issue on ******** and was told that it would be sent to escalations and, someone would get back to me within ** hours. By the **st still had not been contacted. I called them back and was told that an escalation supervisor was attempting to contact FedEx to find the package and would contact me one way or the other within ** hours. It is now the **th and there has been no phone call or email. So at this point, they have had responsibility for my device for almost * months. The fact that they can't get FedEx to track down a package after almost * weeks they sent out is not my problem.**I have been patient. I have tried following up and been given the runaround or hung up on more time than I care to think about. Not to mention the literal hours spent on hold. I love their devices, but their customer service *****!**I just want a device back in my hands or a full refund of device price and extended warranty. I haven't even owned the thing for a year! I bought it because it came highly reviewed after my old Samsung S* got fried by their firmware update.**Update: ******* After waiting ** minutes on hold, I finally got a hold of a rep only to be told that once again my case was going to be sent to escalations. After reminding her that it has already been sent there -- twice, I was then told that it was being sent to the highest level of escalations. This time it is supposed to be going to the managers. I have little hope of actually being contacted this week.
The phone system *****, you get put on silent hold forever, and no one ever contacts you for updates.
I want a replacement device or a full refund.
I have * Lenovo devices in all (phones, tablets, and laptops). At this point, I will not be choosing Lenovo family products as I have to update.
I found and email for escalations managers and emailed them myself.
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Lenovo

Lenovo Tab M* FHD
Complaint issue
Reported by GetHuman5304035
Sep 26th, 2020 - 2 years ago
Not resolved
Seen by 14 customers so far
Similar issue to 1322 others
0 customers following this
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Timeline

GetHuman5304035 started working on this issue
Sep 26th, 2020 7:24pm
GetHuman5304035 indicated the issue is not fixed yet.
Sep 29th, 2020 2:32pm
GetHuman5304035 indicated the issue is not fixed yet.
Sep 29th, 2020 2:46pm

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