Warranty/Customer care/ misleading?

Ok, So after my AMD issues and botched repairs, My case was escalated and the above team saw fit to replace my machine as a good will gesture.

Firstly, said manager tried to get me to accept a 4080 replacement to my 4090 machine. Made many excuses until I cited warranty rights of equal or better than.
I then properly get offered the 4090 Gen 9 Legion Pro 7i, I am over the moon, after AMD woes I thought the move to Intel would be great. Since AMD warranty cannot be extended for no apparent reason and the Intel machines can.
I double and triple check the spec of the offered laptop. Most definitely a 4090. I have to send my machine off and wait a couple of weeks for my machine to arrive.

Finally, I get it today. Set up most of my stuff, fire up HWinfo only to see it is a 4080 machine. As you can imagine, I am pretty annoyed. Have nothing but issues with AMD, get my claim low balled before being properly offered a replacement only to get the lesser laptop anyway. So likely again I will have to return this machine before I will be able to get the one I should have been sent anyway. Leaving me again without a primary machine.

I thought I would make the most of the situation to learn a little about the Intel way of things, being a 14900HX chip undervolting and overclocking should be an option in the BIOS, apparently not. The BIOS has no such options available and neither does Vantage. So this 14900HX 4080 machine doesn't have any of the HX options. No BIOS updates for it, everything is up to date. This can be addressed which is why I am bringing it up.
Chances are I won't have this one for long as I'm going to be getting it swapped for a 4090 model. I just hope that the next one is correct and can have the advertised features used.

The service I have received has been both great and terrible as you can understand this is leaving a little of a bitter taste in my mouth. I am still looking forward to getting the correct replacement, hopefully it is... and hopefully the HX options are actually there like they are in the Gen 8 machines for 13th gen.

EDIT: I had to reflash the BIOS, reload defaults and do an EC reset for the proper options to appear. But now, it can be undervolted. Random as hell issue.

EDIT 2: So the EMEA guy screwed up the returns procedure, gave no contact and then cancelled that, and gave me a days notice to get it ready to return. Then apparently cancelled that and has not contacted me since. Now I am again roaming through the no mans land of getting Premium Care to escalate the situation again to try and get this incorrect replacement 4080 swapped for the correct 4090. This is getting beyond a joke. Premium Care nor I can actually get hold of EMEA unless its via email or escalation. So I have no idea what is going on and I've got to wait for someone to contact me to hopefully get my *** machine sorted. This is turning into a horror story you see on bloody reddit.

  • Sounds like quite an ordeal. The level of effort and work you have gone through would stump a lot of people who aren't as technical. 

  • Companies should have an escalation team for when things go wrong repeatedly

  • This is the escalation team, it went from premium care to an advanced customer care service. They offered the new machine but screwed up along the way.

    Guy also managed to initiate a pick up proceedure without doing anything with the case or contacting me. The 4080 machine is being expedited to Slovakia tomorrow and hopefully they expedite my 4090 to me too. 

    Its a bit of a joke when I have been without a machine or working machine half the time of owning it. I just want the right machine and it fully functioning.

  • In my opinion warranty replacements should be equal value or better. Anything less you're sending the wrong message to the customer about how you are handling their issues with your product. 

  • That's crazy. So basically as soon as you are out of guarantee, you shouldn't change anything about your device anymore, including updates.

  • TomTom are all about the upsell to new devices even if you have one with maps for life, which means the life of the device and however long they see fit to update it for. When the battery dies in their satnav it's essentially useless without the charger lead anyway. You were supposed to be able to use them for short walking distance directions too when new.

    My Wife's car has TomTom satnav built in and you can add point of interest updates via SD card but there's no way to update the maps, so it's kind of useless now the car is 6 years old. She got it last year used for a ridiculously good price from VW approved used cars with genuine 8,800 miles on it (previously it was registered as a motability car, used for shopping trips only by the mileage by the one person that had it from that scheme. getting it taxed for normal usage was an experience) Apart from a scuffed underside on the parcel shelf where the wheelchair was in contact with it, the car looked and drove like brand new.

    Their smartphone app is better to use these days than a physical satnav or for that matter just using a free mapping service like Google Maps instead.

  • Yet another plot twist.

    I honestly hope this gets resolved properly soon as I am getting very stressed by this situation.

  • That seems very, very unfortunate! It just goes to show that a few people being inattentive can really damage someones customer service experience. For reference all the interactions I've had with Lenovo (although admittedly not many) have been painless and easy. Best of luck this get's sorted out for you   -- please keep us informed as to how it goes

  • Thank you.

    The EMEA rep botched 2 pick ups for the current laptop, I now have to print out another 6 pages of customs crap to hopefully get it picked up on monday. Then if the gods permit it, the guy will finally ship the 4090 version I should have had in the first place.

    I know to some this remark seems cheeky, but after royally screwing things up many times after supposely wanting a quick and stress free solution to this problem... this has genuinely stressed me out, and screw up after screw up... all I've gotten is "sorry for the inconvenience".

    Yes, of having a top tier machine fail, replacement parts and after service being sub par... guy tried his best to make me drop to a 4080, conveniently sends me the 4080 instead of the 4090 then screws up getting it sorted several times too? This honestly is shockingly bad.

  • I'm surprised that a 6 year old VW has TomTom included, considering that Audi, BWM and Daimler bought Nokia's map service "Here" in 2015. If you want an alternative to google maps you could try the app "Here we go", it's in my eyes way better than google maps.