I purchased a Lenovo Smart Tab For Xmas 2019. By late January 2020, device would no longer charge. There is no physical damage to device. Contacted Lenovo about charging issue on 01-28-2020. Received a service order number and was told return instructions would be e-mailed. They were not. I contacted Lenovo again on 2-06-2020. Lenovo cancelled the original service order and submitted a new one. The sent e-mail for new service order had mailing address mistakes. Once again, I contacted Lenovo on 2-06-2020 to correct the mailing address mistakes. Again, their response was to cancel the current service order and to create a new one. The third and final service order was created on 2-06-2020. I followed their instructions for photographing the tablet, packaging the tablet and including the charging peripherals in the return package. According to the tracking number for the return, the package was accepted at the Lenovo Service Center on 2-13-2020. The Lenovo online Repair Status web page has not updated. After four weeks I contacted Lenovo customer service to check on the repair status. At, first they told me the repair had not received the tablet yet. When I informed them on the tracking verification for 2-13-2020, customer service put me on hold for fifteen minutes. When customer service returned to the phone call, they told me that they had received the tablet and that I would be contacted within two days about its status. There was never a return contact. A week later, I contacted Lenovo customer service again to check on the tablet return status. I was told the matter was being escalated, and I would be contacted by a manager within two days. Again, there was never a return contact. Once each week for the next three weeks I again contacted Lenovo customer service with the same result each time. I was told the matter was being escalated, and I would be contacted by a manager within two days. Again each time, there were never return contacts. I then tried using the Lenovo e-mail forum for repairs. I never received any response. Next I tried using the Lenovo Repair chat forum on Facebook. It took two days to get a robo-response which asked my why I wanted to return my tablet for repair. (It ignored the fact the tablet was already at the repair center.) After my tablet was at the Lenovo repair center for three months, I again contacted Lenovo Customer Service. They told me I needed to be patient and blamed the delay on Covid-19. I reminded them that Covid-19 was not an issue the first seven weeks the tablet was at the repair center and wanted a repair status update. Lenovo customer service told me I would be contacted in a week. At that point stated that I had only had possession of the tablet for one month and the repair center had it for three. This is unacceptable and Lenovo needs to send me a new Smart Tab if they can not repair the original one. The customer service representative told me that she would escalate the matter and that a manager would contact me in three days about the replacement request. She also told me she would closely monitor the case. It has been two weeks since my last contact with Lenovo Customer Service. I have never received a return contact via the customer service representative or the purported manager reviewing the replacement request. I will never purchase any Lenovo products in the future. The $300.00 Smart Tab failed within 30 days of use, and the Lenovo Customer Service and Repair Center teams have continuously lied to me. They have never made any of their numerous promised return contacts.
