PartServe: leaders in in incompetence and extremely poor customer service.

Since purchasing my first Lenovo Legion in early 2018, I considered myself to be Lenovo's biggest brand ambassador and have since converted many others to their brand. Their products are fantastic and offer niche specifications for people such as myself who work in highly specialized fields.

However, my perspective of Lenovo had changed drastically since January 2022 when my second Lenovo Legion had started to give display issues, hindering me from doing any work.

As I have an active premium warranty, I proceeded to contact the Lenovo call centre where I had spoken to a gentleman called Douglas Dube who was very eager to assist me, who had also, to my disappointment, discovered that there is an issue with my warranty as is has not been listed as such on their database, preventing me from getting any support from their side until the issue with my warranty had been resolved. What's worse, is that when I had first contacted the call centre on January 13, 2022, I had been promised that my warranty should be updated within 42 hours, where in fact, it had taken 3 weeks to resolve with a total of 50+ calls and 22 emails later, thanks to their incompetence.

After going through an agonising 3 weeks of pure and consistent disappointment just to get my warranty updated so that I may receive the service for which I had paid for, my warranty had finally been updated and could I finally proceed to get my device issue resolved.

Not too long after, have I been placed in the 'not so premium' hands of Lenovo Premium Care, where a lady by the name of Shiri from the Lenovo Premium Care unit in Ireland and UK had called and emailed me to apologize for the dreadful service I have been receiving up until then. She then also confirmed that Lenovo's repair partners in South Africa by the name of PartServe, will be coming through to my address the following day for an on-site visit/inspection as it is part of Premium Care warranty service features. Therefore, I had taken leave for the following day to ensure that I am indeed available upon their arrival as they had an inability to provide me with an estimated time of their arrival. To my disappointment, once more, I had been left with empty brand promises and a bag full of regret as not a single technician arrived after 2 weeks and countless emails and phone calls since their first confirmation. This had happened a total of 3 times over the course of 2 weeks before they actually succeeded in fulfilling their services for which I had paid for.

What’s more concerning is that when the technician had finally pulled through after waiting an additional week, they had replaced my screen completely, but ended up providing me with an even worse screen than I had before. After 4 more on-site visits from the technician, 4 screen replacements, 53 emails, and two months later, my issue still isn’t resolved, and I am still sitting with a faulty device.

To this day, I still have to remind them that I am still waiting for my device to be fixed. I am disgusted in their poor service, poor communication, lack of understanding, and the fact that they forget about me completely. The last email I had received from them was on the 10th of March 2022 with no further communication since then.

My trust in Lenovo had since been broken completely, especially considering that I have spoken to 5 different employees at PartServe and Lenovo Premium Care namely, Chad McPherson, Denise Chetty, Serena Emeri. Douglas Dube, and Shiri who had all failed in providing me with the services I had paid for.

PartServe and Lenovo South Africa, your leaders in incompetence, empty brand promises, and extremely poor customer service.

I expect Lenovo to not only replace my screen (seeing as how this issue was never resolved or repaired), but to replace my entire laptop, on par with all the specifications I currently have.

I won’t hold my breath though.

Lenovo and PartServe, you are beyond disappointing.