CB Computer Hardware Lenovo Lenovo product 11cds0d300 mj0kammr

Lenovo review: Lenovo product 11cds0d300 mj0kammr

Charlie Walsh of Longwood, Florida, US

Jan 20, 2024 12:42 pm EST

Verified customer

Featured review

MAJOR POOR SERVICE ISSUE: PLEASE READ IN FULL!

The product 11CDS0D300 has been a 100% lemon since I purchased it 7 months ago. Major continuous blue-screen crashes over the first 7 months. Lenovo Technician came to my office and replaced the motherboard. He also came back later to install the software as it would not load successfully. The machine ran okay for a few months and then started the same blue-screen crashes. Through a series of service requests and attempt to resolve, the machine was given a new Case # [protected] on 12/19/2023 and escalated to Customer Care Case Manager Kendra.

Informed by Kenrda on 12/21/23 that she had approved a full replacement, and it was being processed to ensure I received the correct replacement to get all the features of the broken machine. I asked her specifically about returning the broken machine and I was told Lenovo would provide all shipping arrangement to send the broken unit back upon receipt of new PC.

My case was turned over to a Customer Care agent named Nikolaus. Nikolaus informed me on 12/27/2023 I would be receiving a full complement replace Product 11CDS0D300 and he confirmed it was ready for shipment. DID NOT HAPPEN! Nikolaus informed me January 2, 2024 that the replacement he promised was no longer available. UNREAL! I was informed I would now received a less-equal machine #12K00005US. I reviewed the specs and it did NOT include a DVD/CD player which broken unit did and I need! Nikolaus was rude and simply informed me I could buy one from Lenovo. UNACCEPTABLE!

The new unit was shipped without the same specs as the broken unit and I was not happy. Replacement unit was shipped 1/3/24. When received, I contacted Nikolaus to inform him that I needed a label for returning the old broken PC and a box. He advised I could use the old box the replacement came in. Start of troubles.

As I attempted to install and load the replacement, MAJOR CHALLNGES. Because the broken machine had all my data on it, very seriously private data from clients, as I attempted multiple times to use the Lenovo app for migration, the blue-screen came up several times. I attempted to get support from Nikolaus to resolve and he was really no help but keep insisting very directly and rude that I must send the broken unit back within 10 days. I told him I was unable to send it back until I retrieved all my data from it. After much argument, he extended the return shipment a few days to January 20, 2024, today's date.

In the interim, I had to hire Geek Squad to help with the migration of my data to the new machine. Stressful to say the least. Throughout this ordeal the only thing that Nikolaus cared about was ensuring, to the point I felt threatened, that I must ship the old broken unit back by the 20th of January. OK - HERE IS THE CHALLENGE NOW AND TOTALLY IGNORED BY NIKOLAUS! HERE IT IS...

The box I was to use that the replacement unit came in is way too small for the broken unit to be shipped back to you in. It is too wide and too tall - IT WILL NOT FIT! Through an incredible volume of emails, I made every possible attempt to get Lenovo to send the proper size box only to be informed by Nikolaus that I must purchase a box which is NOT what I was told in the beginning, and such is simply poor customer care! I should not have to purchase anything to return a true lemon of a PC! I asked Nikolaus multiple times to escalate the issue to get a proper box sent to me to return the broken PC. He stated to me that he was the top person at Lenovo on this issue and there was no one to escalate to - he was the only one and he refused to help me. In desperation, I told him that I would NOLTY SHIP IT BACK without him sending me a waiver absolving me from all responsibility if I cram the broken unit into a box that does not fit! I even sent him a picture of the PC showing the large expansive 1inch thick cable box and component box on the back of the PC that is part of the unit. He advised me to remove it! IT DOE SNOT COME OFF! He ignored the reality that the box is too big and the unit will not fit into it.

As it stands today, the 20th of January, I will not send this unit back unless you send a proper box that it will fit into or a waiver absolving me from responsibility if it arrives smashed! I sincerely hope you can see the multiple issues I have had with Nikolaus and this replacement issue. While I am appreciative of the support up to the time that Nikolaus took over, he does not belong in Customer Care. I have 3 Lenovo PC's now including my laptop! I have never had any issues until Nikolaus. Now I have a replacement PC without a DVD/CD player because the unit Nikolaus told me was coming was not available and his total lack of understanding and support in getting a right-sized box for shipment.

I WILL NOT PAY FOR ANYTHING TO FIX THIS ISSUE! I WILL NOT BE INTIMIDATED BY NIKOLAUS INTO HIM CONVINCING ME TO CRAM A PC INTO A TIGHT BOX! I WILL NOT UNDER ANY CIRCUMSTANCES PAY FOR THE REPLACEMENT PC JUST BECAUSE YOU CANNOT SEND A BOX! UNREAL<

I am awaiting a response from anyone other than Nikolaus. Maybe Dilip Bhatis, VP Chief Experience Office would like to know? Maybe Michael Gartell from US IBM? PLEASE RESOLVE THIS ISSUE!

Desired outcome: SEND THE BOX AND SEND ME A DVD/CD PLAYER TO REPLCE THE ONE ON THE BROKEN MACHINE!

Confidential Information Hidden: This section contains confidential information visible to verified Lenovo representatives only. If you are affiliated with Lenovo, please claim your business to access these details.

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