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cromag · 11-08-2013, 08:06 PM

Got a Lenovo laptop from Newegg a few weeks ago.

After trying to get it working myself, and being on the phone with Lenovo customer support, we finally figured out that the wifi was defective. Everything else about the computer seems to work just fine, but it doesn't even recognize wifi as a networking option -- not in Windows 7, nor in Ubuntu (I set it up to "dual boot"). (It will get on the wifi with Windows 7 and Ubuntu using a USB adapter that I have.)

I called Newegg and explained this, rather than simply shipping it back, because I wanted to make sure they understood that everything else about the computer works fine. Also, that they can get into Windows 7 from the boot screen by choosing that option when they turn the computer on (although I expected Newegg technicians to be able to figure that out). The customer service rep on that first call didn't say that the dual boot would be a problem -- in fact, my kids used dual boot computers all throuigh high school -- sometimes they needed Windows for a class assignment, but Linux was much safer for surfing the web, etc.

Got an email from them today, timestamped at 1:00 our time, saying they found no problem and, because Ubuntu was installed they couldn't access Windows 7, so they were returning the computer. Obviously, the first service rep I spoke to didn't take good notes.

I called back at 2:00, less than an hour after they sent the email, explained the problem again, and how they could access Windows 7. The customer service rep I spoke to relayed all the instructions to their technicians ... who informed her the computer was already on its way back to me.

They'll issue another RMA, and when the computer gets back to me I'll pack it up and ship it back to them ... again ... and trust them to do it right. Or, I can go through the exchange with Lenovo since the computer is still under warrantee, of course.

It has already spent about two weeks getting ready to be returned, in transit, and being "checked out." Given travel time back to me, turnaround back to them, and (assuming all goes well this time) travel time for the new laptop to get back to me, and it will have spent about a month in transit.

Newegg is a great place to buy things ... but so far this is the worst experience I've ever had trying to return a defective item for replacement.

11-08-2013, 08:06 PM	#23138
cromag Surfin the alpha waves ~~ Posts: 26,555 Karma: 459765791 Join Date: Dec 2010 Location: New Jersey Device: Jetbook Lite & Mini, Nook STR, Kobo, Hanvon N516, Kindle 2, Androids	Got a Lenovo laptop from Newegg a few weeks ago. After trying to get it working myself, and being on the phone with Lenovo customer support, we finally figured out that the wifi was defective. Everything else about the computer seems to work just fine, but it doesn't even recognize wifi as a networking option -- not in Windows 7, nor in Ubuntu (I set it up to "dual boot"). (It will get on the wifi with Windows 7 and Ubuntu using a USB adapter that I have.) I called Newegg and explained this, rather than simply shipping it back, because I wanted to make sure they understood that everything else about the computer works fine. Also, that they can get into Windows 7 from the boot screen by choosing that option when they turn the computer on (although I expected Newegg technicians to be able to figure that out). The customer service rep on that first call didn't say that the dual boot would be a problem -- in fact, my kids used dual boot computers all throuigh high school -- sometimes they needed Windows for a class assignment, but Linux was much safer for surfing the web, etc. Got an email from them today, timestamped at 1:00 our time, saying they found no problem and, because Ubuntu was installed they couldn't access Windows 7, so they were returning the computer. Obviously, the first service rep I spoke to didn't take good notes. I called back at 2:00, less than an hour after they sent the email, explained the problem again, and how they could access Windows 7. The customer service rep I spoke to relayed all the instructions to their technicians ... who informed her the computer was already on its way back to me. They'll issue another RMA, and when the computer gets back to me I'll pack it up and ship it back to them ... again ... and trust them to do it right. Or, I can go through the exchange with Lenovo since the computer is still under warrantee, of course. It has already spent about two weeks getting ready to be returned, in transit, and being "checked out." Given travel time back to me, turnaround back to them, and (assuming all goes well this time) travel time for the new laptop to get back to me, and it will have spent about a month in transit. Newegg is a great place to buy things ... but so far this is the worst experience I've ever had trying to return a defective item for replacement.