A One-off Lenovo Customer Experience

I sent my new Lenovo Yoga 2-11 laptop, running Windows 10, to the Lenovo Repair Center for diagnosis since the keyboard was not working. When I called customer support to confirm that Lenovo had received the laptop (after I had mailed it via FedEx), the representative told me that she did not have the records and she would have to “follow-up with the case manager.” Long story short is that the laptop was “diagnosed” by the repair center (case number: 7023080445).

After the laptop was returned to me, I see the problem still seems to persist and the computer is unusable.

• When I first rebooted Windows 10 and logged into the machine as Administrator, the computer keyboard seems to work. Microsoft Edge and Notepad works as expected.
• However after I create a “new account” (as my name), I am not able to setup the PIN. In other words, the keyboard characters that I type on the keyboard don’t seem to show up on the screen. Then I skipped the PIN creation process and tried to use Microsoft Edge and Notepad. The keyboard seems unresponsive while attempting to use both these applications.
• After that I had to do a shutdown and then restarted the machine. While attempting to login, I see only a blank screen.
• I then contacted Lenovo Customer Support where the representative positioned it as a software issue and “out of scope”. Now here is my question. Since Lenovo Repair Center did a fresh reinstall of Windows 10 and used the Admin account to confirm that the computer was working, they could have easily created a non-Admin user account to reproduce (view) this scenario I have described above.
• By punting this back to the user and having me reach out to Microsoft, it puts me in limbo and sandwiches me between a rock and a hard place.
• In a digital world where customer experience is “king”, I have not seen an iota of customer obsession from Lenovo Customer Support.

Based on this one-off customer experience:

• The process for returning my laptop for repair was time intensive
• Information about the status of my repair was not easily accessible
• The speed of repair exceeded the normal SLA
• The repair quality did not meet the customer expectations

While this instance is not meant to be a generalization, it is definitely a data point for both Windows 10 and Lenovo. As an end user I welcome any action that is taken to help this customer use this machine productively. Quite honestly I have not been able to use this machine in the last 4 months since I originally bought it in Dec 2015.