Terrible Support

My experience with your support department and technical services has been consistently unprofessional, inefficient, and frankly, unacceptable.

I brought my laptop in due to screen ghosting. After a week, I was informed there were no issues and the operating system was reloaded. Upon collection, I reiterated that this was a hardware problem, but I was assured the issue was resolved.

Within a day, the screen ghosting reappeared. I documented the issue with multiple photographs, which I promptly submitted with a new support ticket. Another week passed before I received a response, again stating "no issues" and instructing me to collect the laptop. Only after I specifically asked if the provided images had been reviewed was there an acknowledgement: "oh yes, there is definitely a problem with the hardware, I will speak to the technicians."

Despite this acknowledgement, a week and a half later, I was once again told there were "no problems" and to collect my laptop. My husband, who is in IT, then called your team to provide a more detailed explanation, suggesting a faulty panel or ribbon. He clearly stated that we would not collect the laptop until the problem was actually fixed.

Another week later, I received a quote for R47,000 for a faulty mainboard and associated work. This exorbitant cost, which is more than the price of a new, high-spec laptop, was attributed to a "Lenovo Europe quote." I was also informed that this would be at my expense as the laptop was “out of warranty”. This was in fact incorrect, but your staff just did not take the time to request the paperwork to confirm this.

Upon contacting Evetech, where the laptop was purchased, they confirmed that they should 100% support the device under warranty and that I should not be liable for hardware faults. My subsequent attempts to discuss the invoice with your team were met with rudeness and unhelpfulness especially since from that point their phones weren't working and everytime I got transferred it would cut off.

I then added the invoice to the ticket which then finally got a response, saying they were waiting for the “warranty approval” from Lenovo.

This morning, the ticket was updated to indicate that a replacement panel is now in stock, contradicting the previous diagnosis of a faulty mainboard. This shift in diagnosis, without any clear explanation, further highlights the disarray within your support processes.

My experience clearly demonstrates systemic failures within your organization: Disconnection between Service Desk and Technical Support: There is a clear lack of communication and coordination, leading to repetitive and incorrect diagnoses.

Inadequate Technical Support and Ticket Review: Your technical staff repeatedly failed to properly read through tickets, examine provided evidence (like screenshots), or accurately test the device.

Disregard for Customer Input: Even with clear visual evidence of the problem, your team has consistently dismissed my concerns and failed to believe the customer.

Lack of Transparency and Poor Ticketing System Management: The ticketing system is not updated accurately, and the "ETA Status" of "In stock" is vague and unhelpful, providing no real estimate for resolution.

*********** Diagnostics: The fluctuating diagnoses (from no issue, to mainboard, to panel) strongly suggest that your technical staff are not performing competent diagnostics.