As an IT professional who relies heavily on my equipment, I purchased a high-end Lenovo laptop with their Premier Support package specifically for the promised "next business day" service. What followed was one of the most frustrating customer service experiences I've ever encountered.My ExperienceMy laptop developed a serious issue requiring a system board replacement. Despite paying a premium for next-day service, here's what actually happened:1. Initial Response Delay: Despite contacting support before their 3 PM cutoff time, they claimed my case was logged after the deadline, delaying service.2. Engineer Location Failure: The service engineer was unable to locate my office in central London - a prominent address easily found on Google Maps.3. Defective Replacement Parts: When an engineer finally arrived, the replacement system board was "Dead on Arrival" (DOA), rendering the repair attempt useless.4. Continued Scheduling Failures: After the failed repair, Lenovo scheduled my next appointment SIX DAYS later, completely ignoring the "next business day" guarantee I paid for.5. Refusal to Escalate: When I requested escalation, I was told the technical support team was "the highest escalation point" with no option to reach customer advocacy or management.6. Inadequate Compensation: Their solution to all these failures? A one-month warranty extension.The Reality of "Premier" SupportThe premium "Premier Support" package costs significantly more than standard coverage, with its primary selling point being guaranteed next-day service. In reality, this commitment appears to be meaningless, with multiple excuses provided to avoid honoring it.My device has not been fixed for over a week despite multiple repair attempts, severely impacting my work capabilities. Throughout this time, I've been met with excuses, missed appointments, faulty parts, and an apparent disregard for the service level agreement I purchased.What You Should Know Before PurchasingIf you're considering Lenovo's Premier Support, understand that in my experience:• The "next business day" service guarantee has multiple unexplained exceptions• Service quality appears inconsistent at best• Escalation options are extremely limited• There seems to be little accountability for service failuresI cannot recommend this service based on my experience. What should have been a simple next-day repair has turned into a multi-week ordeal with no end in sight. For professionals who depend on their equipment, this level of service unreliability presents a significant business risk.
