On September 15th, the video went out on my Thinkpad G41. I had purchased onsite support, so the parts were sent to a technician who came out to repair the laptop on September 19th. He replaced the system board, the inverter, and the LCD. He finally diagnosed it as a bad VGA card and ordered the new card. He said he would probably be back by Friday, September 22. That date came and went. He called and said the part was back ordered he should have it by September 29th. That date came and went. On October 11th, I called Lenovo and was told the part was still out of stock and would be indefinitely.
They escalated my case to a complaint resolution manager who called me back and told me the 20 items would be coming in on the 20th. That date has come and gone. No calls from the complaint resolution manager.
I called Lenovo tech support today and found out that they had closed my case. The tech opened a new case and confirmed that the part is still out of stock.
This is completely unacceptable. I paid extra for onsite support and an extended warranty. It is not my fault Lenovo can't manage their inventory correctly. They haven't even apologized to me for the delay or offered to comepensate me for the down time. This is a business computer.
Have any of you had problems like this with Lenovo? How did you resolve it?
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