Sorry. You mean Acer or Lenovo?

i think he refer to bad after sales service from Acer

Does Asus have bad after sales service too?
Both Acer and Asus are engaging Highpoint as the service agent in Malaysia.

Sorry I meant Lenovo, not Acer
I have never actually bought from Acer before.

Lenovo customer support is just bad. The tech support they are using is equally poor. Product quality is not great either. I'll spare you guys the torment but if you want the full story, I'll tell it. It just sounds like any of those Acer/Dell/Asus/Sony etc horror stories that you come across.

Please do tell me your experience.
I'm new to the laptop world so I have no clue how bad the after sales service they offer.

With pleasure. And this is without bias.

Went to PC Fair (worst idea ever), ordered laptop (Ideapad) in early Dec 2009. It's understandable that it came really late (late Jan or Feb 2010) because it was new and people in America only had it in Oct/Nov 2009.

After having it for 3 days, BSOD. Ignored it, but BSODs kept coming. I was busy with school, couldn't be bothered since it was a new PC (now I know better of course), contacted them only after a week+. First I contacted their main support center (1800 phone-line, under Lenovo) - totally useless.

They doggedly ask you to perform the Recovery (available on all/most Lenovo PCs), which I initially refused. They failed to understand the situation.

Continued to contact them continually, speaking with different people each time. Once, I happened to ask for a replacement machine (this was over 2 weeks since I bought the laptop), they told me it was too late. Of course I was ignorant of the law back then.

This continued, they asked me to send it to the service center. Even though I had bought on-site warranty, it wasn't "updated" yet, so I had to SPEND TIME and DRIVE there twice. 2nd time I went there (after 1 week), the guy switched it on, it BSODed right in front of him. So the ordeal continued.

Another time, the "manager" from the Service Center (this center is affiliated with Lenovo but is only contracted for their services, not belonging to their company) delivered the laptop to my house, when it BSODed right in front of him. Now, I was pissed (I wanted to take the laptop away during a trip).

This continued (ENDLESS phone calls, repairs taking WEEKS) until their Customer Care (another separate thing, but this is under Lenovo) manager told me they would get me a replacement. Imagine my joy at that.

Replacement arrives (March/April 2010), old one is returned. Replacement is as slow as the old one, but the main issue is White Screen (screen error, fails to power down, Google it with Lenovo). So after the same processes (ENDLESS PHONE CALLS, ENDLESS SERVICING, ENDLESS WHITE SCREENS), I email/call them (must have been at least 50+ times or more) and I demand a refund. They refuse (about 3/5 times), but after I threaten to sue (at least twice), they give in. This is July 2010.

Finally, in late, late August 2010, I receive a refund. Der Albtraum is over.

So, the entire time, their Support Center was useless, the Service Center was useless (BSODs were registered by Windows Event Logger many times, but they failed to act on it or even notice it, when I pointed this out the manager just kept quiet), and Customer Care was useless (took ages to do everything - how many customers do they have that has such a HUGE problem?).

They were asinine in their actions, and everything was poorly done. For this simple reason alone I will never buy an Ideapad/Lenovo no matter how attractive or unattractive the price or product appears. I doubt they would want me as a customer, because I actually wanted to utilise my RIGHTS.

Sorry for the late reply Lightning, was busy.

Thanks for sharing with me your experience.
Thank god in the end they gave you a refund.
If you weren't so determined and aggressive, I'm sure you would just be one of the victims.

So which laptop did you get as a replacement?

i thought both model comes with hd5650?

Well, just like many of Lenovo users and potential users, back in July this year I was actually interested in the Y460.

I actually even considered getting it and asking for some money back, as stupid as that was. But after a few days I asked for the refund, they said they would replace the Y550P with a Y560. The Y560 is ~RM100 more, but with a far superior GPU (one version has HD 5730), which is so much better (faster) and cooler than the GT 240M I had.

I think at the time the Y560 they offered me did not have 5730 (maybe it was 5650, which is what Y460 has), so it wasn't a very good deal anyway. And I did not want another Ideapad, and this was nearly the same (same CPU, 2GB more RAM, etc).

I even asked my relative to buy Lenovo (because I was impressed with the quality) at the start! But what it comes down to is that low end Lenovos are fine. At the middle range their prices are maybe above average, so a Dell or Sony or Acer or Asus may have more value. For me, Lenovo and HP's pricing just does not make any sense. Dell/Sony/Acer/Asus price the product according to the product (except Dell tries to force the more expensive processors to consumers by upping the price of the cheaper processors).

Do not get a high end Lenovo. A netbook will be ok.

If you want a high end laptop look to other brands.

I have not as yet bought a new laptop (since August!) but I am on the hunt.

Mostly it's because Dell's current config options are obscenely unfair.

Soon the new generation of laptop Intel CPUs will be out (earliest January, but maybe March).

Thank you for sharing your view, actually my sister is using the lenovo y460, during that time the graphic card was quite a catch. I did offered her asus as there is one particular model really popular among lyn users yet she still chose the y460 as she cared for the looks more than what it has to offer

Yes, Y460 does look like a good overall laptop, fast CPU (with 5650).

But at that price range Dell SXPS 16 is also available.

But the one I bought was only worth the price when it was brand new. And even then it wasn't worth that much - far more expensive than from conversion (of US price). Kind of ordered it a bit hastily (I thought i7 quad was good).

Nope, the HD 5650 is abt RM3499 and the GT 425M is RM 2999

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Added on November 12, 2010, 10:33 pmI'm not sure which service centre that you experienced such bad service, but the one i went was good and fast.

I bought my new Y460 within a week and then the keyboard was gone, so i called the service centre and the service was prompt. They even offer to pre-order the parts required for my laptop and wait for me to bring the laptop to their service centre (the one i went is in lowyat), and when i reached there it took less than 2 hours (it was 8pm) and is done.



This post has been edited by vince86: Nov 12 2010, 10:33 PM

I'm aware that there are Lenovo affiliated shops aplenty in Lowyat.

I do not, however, know if any shops in Lowyat are actually under Lenovo (I highly doubt this). It may not really matter - but I had to consider the legal aspect of things. You were quite fortunate (still, it doesn't take 2 hrs for a keyboard job, and I don't quite understand what your keyboard issue was, really). The one I went to was in Subang (the only one they directed me to, and the only one I actually went to).

However, know that I have dealt with all levels of the Lenovo staff, company, as well as their dealers and contractors. The Subang service center is contracted. The customer care is Lenovo. Lenovo also has its own people at the ThinkPad office (there's one in Uptown, there's some others). Lenovo also has its support center in Subang or somewhere in PJ/KL. At one point or another my laptop passed through all of these.

I'm just glad to have had my money back. Not having a laptop for a bit sure beats having a lemon that has more than its fair share of problems.

Like I said, lots of Lenovos have no problems at all. I had to go through 2 of the same PC with more than a handful of unsolvable problems, but if that wasn't bad enough, the extremely poor way that the staff handled the "checking" and "repairing" was just awful. When you have such a big problem one time around, I don't see how they can't make it ok the second time. Took them ~1 month just to send me a cheque.

I didn't ask them to compensate me for all the time spent driving and calling, as well as the expenses - but I would've had I succeeded in suing them. They buckled at the last minute.

One old laptop of mine just failed to start, but it was shipped/made in July 2004 and used from January 2005 - now that's quality (RAM upgrade from 256MB to 1GB of course).

besides the cover design...whats the difference between the Y560 and Y560d?

Its 3D ?

then id rather not have the 3D...with that kind of quality. of course for that sorta price..

Earlier this month I bought a Lenovo Y560D from a shop in PJ. It comes with i7-720 / 4 Gb ram / ATI 5730 / 500 GB HDD / DVD rom / 720p screen.

It has good sound, reasonably good screen, works fine till now... touch wood. No issues so far, unlike the Studio XPS 16 which I got in August.

Haven't come back for quite a while and the thread is still on, nice job!

@LightningFist

I know you're 1 of the 'unfortunate' customers which bought a product and encountered few unpleasant CS when the unit is down and you need it the most. It's the same issue with broadband services when you use ISP A but they have lousy CS while you subscribe to ISP B it's another case. For me, there's no such thing as perfect product and service. I've been in Tech Support for quite a while and I've encountered many customers whom were frustrated when the product they bought act weird/didn't work/faulty. Sometime situations like intermittent shutdown/freeze/BSOD are definitely hard to determine when we don't know the cause, which made us took more time to solve the issue. Regarding the 2 hours of replacing a keyboard, I would assume that after they did the keyboard replacement within minutes, they'll do other diagnostic tests just to confirm other parts are working fine which is what I usually do, at least I won't want my customer to return back in short period.

I've read that Lenovo did offer you another model but you choose to get your money back which is your choice. They did give options/solutions to compensate your loss. About the price/model/brand issue, it is rather subjective like you bought a Mitsubishi Lancer w/ A price but your friend bought a Proton Inspira w/ lesser than the price you pay. Just do some research on a few models that attracts you and compare or even go try it out before you make a purchase. I've bought my Y460 since April and touch wood so far it's still running strong. I'm a semi-hardcore user as I rarely shutdown my Y460(DL, game, multi-task) and I'm on single GPU mode which will make my laptop easier to get hot. If you want a better choice to get your next laptop with less hassle to deal with, I would suggest go for Dell because of their on site repair/service and most of the time they'll replace the parts with less to no questions ask. This is my own humble opinion and feedback, hope you get a better laptop next time.

You're right, I had really bad luck. But some of the tech people who worked on the laptops were negligent. They did replace the motherboard a couple times, but they failed to notice/record/note/report and/or act on the multiple BSODs that happened while they were supposed to be fixing it. 3 Lenovo laptops were used, I was fine with one of them (a temporary replacement) while the other two were just slow plastic ovens in my opinion.

You're also right about Dell, their service has been reasonably good, though I can't say the same for their products (I have been using 3 Dell computers).

I would go so far as to say they (Lenovo) owed me more than the original price of the laptop. The law allows for inflation to be taken into account, which is considerable given that the entire ordeal lasted nearly a year. I also had to needlessly travel to their service center on several occasions, and spend countless hours of my time (as well as the time of others) on the phone and using email trying to fix this problem - not to mention my phone bill itself.

If you're in US, yes, you're welcome to file a lawsuit. In Malaysia though, you still can file a lawsuit but it is not beneficial for both parties. Time consuming is one thing, but Malaysia's jurisdiction has a bit flaw especially when you want the oppose party to pay back your time+$$ spent during the whole incident. I'm not the expert on this, which is why I said, if you want less hassle, just go for Dell. I got a Dell laptop too before I bought my Y460, and it's still fine after 6 years(just the CPU tends to get hot easily... what to do, it's a P4 3.06Ghz XD)

P/S: I bought my Dell laptop while I was in the States, apparently a friend of mine bought the same model too and it broke down after the warranty expired. Because there's a lawsuit on another state which my friend and I found out later related to our laptop. Dell will replace the parts(any) for us once for free even the warranty expired since it's an order from the court and it applies to the whole nation. Nice indeed.