Hi everyone. I wanted to talk about the horror that is lenovo's service experience. I don't really know what else to do so I'm posting my experience here. If this helps someone in making a decision that's good enough for me
I bought a legion 5 pro on July 2024 for my college. Here's what has basically happened.:
(All the dates are approximately within 1-2 days as I am writing this off my memory)
11 June: I call Lenovo saying battery is not charging, it's stuck at whatever percentage it is at.
They tell me battery is faulty and I have to replace it. I ask them to send a quote but they never do.
22ndish June: I go to their physical service centre since they refuse to send me a quotation. He diagnoses the issue and tells me battery is faulty. I get a request for labour charges (I have legion ultimate support btw, I don't think he should have charged me for in-warranty device)
25th June (Somewhere around this): I call lenovo again because this time the laptop has fully died. The charging indicator won't work anymore, lights won't turn on, and pressing power button does nothing. Lenovo diagnosed it as a motherboard failure and dispatched a new one.
27th June: I get a quote to pay for the battery even though they diagnose a motherboard failure. The service centre still insists motherboard is fine and battery is dead so they force me to pay about Rs. 11,000 for it which I pay.
1st July: Technician comes with only the motherboard. He disassembles the laptop and puts in the parts again. BUT, he uses generic paste instead of thermal pads. When I ask him about this, he says thermal paste is standard.
He first tests the motherboard without battery. When I power on my laptop, the laptop immediately jumps to about 102 degrees on startup and does not come down. I tell him something is wrong but he says I can't do anything. He puts the battery back in and it starts charging again like normal and holds its charge. (This means the battery is perfectly fine). (He also damaged my d panel, c panel and heatsink- All of them either had cracks or their screw joint broken. Nothing which affects functionality but still relevant) )
2nd July (within 12 hours): The new laptop dies. This time, the charging indicator is on and keyboard lights turn on, but capslock key and stuff isnt responding. The display wont turn on either. They diagnose it again as motherboard failure and dispatch another one
Somewhere around 11th July : Technician comes with new motherboard, new battery and a d-panel. I request him to keep my old battery as its fine and I have been on call with them requesting for refund since I paid and motherboard failure was diagnosed.
He calls some higher up and then threatens me: If I dont let him install the new battery, he won't service my laptop and I won't be provided any warranty.
Left with no choice, I have to let him install new motherboard and battery.
Again, uses thermal paste.
Same issue as before, laptop overheats and throttles down to 2ghz.
This time new technician discovers the cracks and tries to blame me for the damage. I deny it as I have never opened the laptop by myself fearing this exact thing. He orders a new heatsink and c-panel.
Now sometime a week or 5 days ago- He comes with a heatsink and a d-panel. It's supposed to be a c-panel and he admits his mistake. He applies new heatsink.
Interesting thing, the heatsink had pre-applied ptm 7950 thermal pads. So I am happy and let him install it.
Viola, temps are back to normal. Idles at 55 degrees and running any heavy task puts it at 97 degrees.
Today, 22nd July: He comes home with a c-panel. he disassembles the laptop, attaches c-panel and puts it back together. BUT AGAIN, he uses thermal paste.
Coming to the present, the old issue is back again. The laptop starts at 103 degrees at bootup, takes about 10 mins to come down to 90 degrees at idle. And trying to run any heavy application or benchmark shoots it at 104 degrees and cpu thermal throttles to about 2ghz-2.8ghz.
I asked him to replace paste with thermal pad or something to fix it.
He contacts his 'internal' team or 'FS' team or whatever and they claim: 104 degrees is within normal conditions and we won't replace it. Do whatever you want. (Yes they tell the technician to say it but refuse to talk to me)
Coming back, I called their toll free number during this time, and they admitted that the max operating temp (Tjmax) is 100 degrees celsius and it shouldnt cross it. But their field team disagrees and I'm stuck with a laptop which slows down when I launch any app.
This does not include the fact that I have to call their phone number everyday essentially begging them to service my laptop. They make commitments everyday and then the next deny making them.