Lenovo review: Lenovo apologized for the mistakes on the broken hinge of yoga 7 14itl05 (no misuse and accidental drop)

I complaint that Lenovo has failed to settle this case with the customer since I reported the broken hinge problem on 8 Oct 2023. This was the date long before the warranty expired.

From 6 Jul 2024 to 12 May 2025, I had received 12 replies on Lenovo Case 2015683305 that were sent by Maggie Luk. She is the CX Case Manager, Customer Care Center, AP Services Support, Lenovo (Hong Kong) Limited. Since then, there has been more than 75 days that I have not received any reply from her. See Maggie's emails received during this period: 12 May 2025, 31 Mar 2025, 17 Feb 2025, 28 Jan 2025, 23 Jan 2025, 19 Dec 2024, 4 Dec 2024, 13 Nov 2024, 25 Oct 2024, 16 Aug 2024, 23 Jul 2024, 6 Jul 2024. [The longest time interval is 69 days.]

1. Lenovo apologized for the mistakes on the reported symptom of hinge broken that was diagnosed as a non-natural damage and fell beyond Lenovo’s warranty service.

"Besides, regarding our previous reply dated October 13, 2023, we deeply apologize that our staff mistakenly replied that the current machine issue is not covered under our warranty service. We deeply apologized for any inconvenience and frustration caused to you in this incident. Please rest assured that the concerned staff has been coached with the appropriate case handling technique to prevent reoccurrence of the same happening. We truly understand your unpleasant experience in this respect and would like to express our greatest apologies to you. We have already taken immediate action to improve our service quality and please rest assured that your comment has been relayed to the concerned staff and the respective session for review and future improvement. Your understanding in this regard is much appreciated. Nevertheless, we treasure your valuable feedback on the quality service which is indispensable to our growth. We assure you that we will enforce high standard and strive for service excellence." [CUSTCARE ID :0000225023, 6 Nov 2023]

2. A simple statement that may settle the issue and why "It is a special offer exclusively for you". See their reply on 7 Dec 2023.

"In lieu of a replacement, we're pleased to extend to you our commitment to ensuring your machine operates at its optimal level. We'd like to offer you complimentary service performed by our expert technicians to rectify any issues you've encountered. Our team will work diligently to ensure your machine meets the high-quality standards we set for all our products. Furthermore, as a gesture of goodwill and our dedication to your satisfaction, we are extending the warranty of your machine by an additional 6 months, at no additional cost to you. This extension will provide you with an extended period of coverage, offering you peace of mind regarding the performance and reliability of your equipment." [Lenovo Case 2015683305, 28 Nov 2023]

3. Failed to address my case before passing it to your junior staff to follow up since 14 May 2024

This case (Lenovo Case 2015683305) had been once handled by Karen Law. She is Head of GTAP CX, ANZ Services Operations Leader, Lenovo, Australia. But she stopped replying my email since 14 May 2024 and passed this case to Maggie Luk. See the following email communication dated 15 Nov 2024.

------------------- Original Message -------------------
From: Mr Yip ;
Received: Fri Nov 15 2024 14:21:27 GMT+0800 (China Standard Time)
To: CAP_Email_CustCare ;
Subject: Re: [External] Re: Lenovo Case 2015683305

Dear Maggie,

Thank you for sending me the reply on 16 Aug 2024 as an attachment.

"Reference is made to your further email dated July 27, 2024 regarding the issue of the Lenovo Yoga 7 14ITL05, MTM: 82BH004KHH, S/N: PF191HLL (“the current machine”). Following our previous correspondences and your communications with our Head of GTAP CX, Ms, Karen Law, who manages Lenovo Customer Care teams across Asia Pacific, you are invited to inform us if you would like us to proceed with the complimentary repair service for the current machine. We deeply appreciate your understanding and cooperation throughout these matters."

This was the reply I received on 16 Aug 2024 and it never answered my questions sent on 27 Jul 2024. Particularly, you are the "junior staff" delegated by your Head of GTAP CX, Ms. Karen Law to follow up this case after she had failed to address my case stated in three parts on 26 May 2024. Since 16 Aug 2024, my questions sent on 27 Jul 2024 have never been included in any of your following replies. Is it what Lenovo is purposely skipping it (so that the customer may have forgotten it one day)? Here I recall my questions sent on 27 Jul 2024:
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4. Sending "effectively the same" message repeatedly by Maggie Luk and failed to help the customer since 6 Jul 2024

It becomes obvious that Lenovo is not going to answer the customer's request of what has caused the broken hinge and ignores such request by repeatedly sending the "effectively the same" message 8 times to the customer since 19 Dec 2024. See the following example that has been received recently.

"Reference is made to your further emails dated March 31, May 5 & 11, 2025 regarding the issue with the Lenovo Yoga 7 14ITL05, MTM: 82BH004KHH, S/N: PF191HLL (“the current machine”). As previously mentioned, we have reviewed and responded to the matters raised concerning the product. In addition, we mentioned that the issue with the current machine could be fixed under our warranty service in accordance with our Company’s policy. Should you have any further inquiries specifically related to our repair services or warranty terms, we remain available to assist within the scope of our policies. Thank you for your understanding and cooperation." [Customer Care HK, 12 May 2025]

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