After appearing dramatic enhancements in telephone assist closing 12 months, Lenovo turns out to have taken a step backward. The corporate’s telephone brokers came upon each Lenovo-specific and Home windows-related questions, every so often bouncing us backward and forward between departments with out giving any forged answers.
Thankfully, Lenovo continues to provide forged assist each on the internet and by the use of social media, although the corporate used to be once in a while sluggish to respond to us at the latter. The PC maker has even offered some to hand new assist choices, together with a “Rescue Lens” that permits consumers to make use of their smartphones to turn assist brokers their faulty units, in addition to a Premier Strengthen choice that allows you to get get right of entry to to in-house technical professionals for a price.
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To place Lenovo’s customer support to the check, I used a Legion Y720 and tried to get solutions to a few questions over the telephone, on the internet and by the use of social media. I requested the corporate’s brokers for lend a hand with protective in opposition to the Spectre and Meltdown vulnerabilities, activating Cortana and converting the RGB lights on my laptop computer’s keyboard.
Internet and Social Strengthen
I discovered Lenovo’s assist site tough and most commonly useful, however it is messy in some spaces. The web site’s house web page makes it simple to search out your laptop computer, whether or not you need to kind within the product title or serial quantity in a seek bar or use a listing that organizes Lenovo PCs by means of classes. As soon as you will have entered your laptop computer’s serial quantity and entered its devoted assist web page, you’ll be able to simply view your system’s person information, guaranty, and numerous standard discussion board subjects and downloads that relate on your PC.
On the time of this writing, Lenovo’s assist web site had a large, yellow banner up most sensible noting that the corporate is conscious about Spectre and Meltdown, with a hyperlink to a assist article that additional explains the problem and what to do. This responded considered one of my 3 questions proper off the bat, and I used to be inspired by means of the extent of transparency and immediacy Lenovo showcased in line with those main vulnerabilities.
Sadly, discovering solutions to the remainder of my tech-support questions wasn’t really easy. Even as soon as you might be to your laptop computer’s particular assist web page, the use of the web site’s seek bar yields a mishmash of person guides and discussion board articles that frequently don’t seem to be particular on your system. For instance, once I appeared for tips about converting my Legion’s RGB keyboard lights, the highest end result used to be a reference information checklist all of Lenovo’s stand-alone peripherals. Whilst I had no success discovering a transparent way to my keyboard factor, I used to be no less than in a position to discover a troubleshooting information for Cortana.
Lenovo provides live-chat assist on its site from 10 a.m. to 10 p.m. ET from Monday to Friday, and the provider proved very good in my checking out. I initiated a talk consultation on a Wednesday afternoon and used to be hooked up to a assist agent named Dennis nearly in an instant. When I requested Dennis for lend a hand with protective my laptop computer from Spectre and Meltdown, he requested me to attend a couple of moments whilst he appeared into the problem. Even supposing it took a couple of mins for him to go back (the chat lasted eight mins in overall), Dennis appropriately recommended me to replace my running gadget and connected me to the similar Lenovo Safety web page that is featured on the most sensible of the corporate’s assist web site.
Lenovo’s social media choices had been a combined bag, with the corporate’s Fb assist account proving extra dependable than its Twitter one. Even though I needed to wait over four hours to get a reaction on Fb, I used to be in the end hooked up to an agent named Jan, who appropriately guided me to my Legion’s Nerve Middle app for converting my keyboard’s lighting fixtures.
I despatched a tweet and a right away message to Lenovo Strengthen on Twitter soliciting for lend a hand with Cortana, and I did not get a reaction to both question. I despatched some other message a couple of week later, and this time, I were given a reaction nearly in an instant that connected me to an invaluable educational. Whilst it used to be great to have in the end gotten lend a hand on Twitter, I want it hadn’t taken a couple of makes an attempt.
Lenovo provides 24/7 telephone assist or even supplies a to hand callback choice that allows you to input your factor on-line and obtain a choice as soon as a assist agent is able to help you. Alternatively, whilst I had no factor achieving Lenovo at any hour of the day (and used to be constantly hooked up to pleasant brokers), I infrequently were given the lend a hand I wanted. Simplest considered one of my 3 calls got here with regards to fixing my drawback.
I made my first name on a weekday morning at about 10:30 a.m., to invite about Spectre and Meltdown. What I anticipated to be a regimen change was a 38-minute nightmare of being bounced backward and forward between brokers.
First, I used to be hooked up to an agent named Samit, who requested for my serial quantity, created an account for me after which notified me that I needed to be transferred to Lenovo’s tool workforce. A couple of mins later, I used to be hooked up to Carlos, who requested me for main points on Spectre and Meltdown, as he had by no means heard of the ones problems. Carlos put me on hang to analyze the issue and returned to inform me that I might be hooked up to a technician who can be extra aware of it.
If handiest that had been the case. I used to be then transferred to a technician named Marcus, who mentioned that having a look into Spectre/Meltdown can be “means out of scope” for his workforce. Then, I used to be transferred again to a member of the tool workforce who in the end had no answers and attempted to get me to subscribe to Lenovo’s top rate tool services and products. I with politeness declined after with regards to 40 mins of being at the telephone. It is disappointing that none of Lenovo’s telephone brokers looked to be knowledgeable about Spectre and Meltdown, making an allowance for the corporate’s site addresses the problem entrance and heart.
My 2nd name, which came about on a weekday night, used to be shorter however similarly unhelpful. When in search of lend a hand with converting my Legion’s keyboard lighting fixtures, I used to be hooked up to Harry, who famous that he did not suppose it used to be imaginable to take action. Once I requested if he used to be certain, he put me on hang for five mins and informed me that urgent Fn + C would trade the lighting fixtures, which used to be wrong. Once I famous that this system did not paintings, Harry mentioned that my Legion should now not be designed to have customizable lights and failed to say the Nerve Middle app on my pocket book. The decision lasted 10 mins.
I made my ultimate name early within the morning to invite about activating Cortana. In the end, I were given some semblance of lend a hand. Once I defined my factor to Vincent, he directed me to my laptop computer’s microphone settings, to ensure my factor wasn’t tied to my mic. After we verified that my microphone used to be running, Vincent recommended I restart my PC and famous that I had to be hooked up to the web for Cortana to paintings.
Vincent, who used to be pleasant and affected person thru the entire procedure, famous that you’ll be able to summon Cortana by means of merely announcing, “Hiya, Cortana,” however he failed to lead me to the Settings menu that allows you to toggle “Hiya, Cortana” within the first position. He in the end recommended I test Microsoft’s assist web site for lend a hand with the problem. Whilst Vincent were given me handiest about midway to the place I had to be, I favored that he made a couple of makes an attempt to resolve my drawback and that he directed me to an invaluable useful resource.
All Lenovo shopper laptops include a 12-month guaranty. (Industrial fashions lift 12- to 36-month warranties, relying at the configuration.) The corporate covers delivery prices for any maintenance underneath guaranty, apart from a couple of low cost fashions.
Lenovo provides numerous paid prolonged warranties, starting from a one-year improve for $49 to a three-year extension for $109. Different improve choices come with unintentional injury coverage and longer battery protection.
After Lenovo’s very good 2017 appearing, it is disappointing to look the laptop-maker drop the ball in the case of speedy and helpful telephone assist. Alternatively, the corporate nonetheless delivers in getting solutions on the internet, whether or not you might be chatting with considered one of its live-chat brokers or looking for lend a hand on Fb and Twitter. (Alternatively, the corporate’s tough choice of on-line lend a hand articles might be arranged higher.) General, you can nonetheless get quite a few lend a hand from Lenovo’s on-line assist — simply steer clear of the telephone if you’ll be able to.