Review on Lenovo Ultra Light Touch Screen Fingerprint Thunderbolt by Joseph Harkins

First of all pluses. Lenovo makes attractive products at affordable prices. Here the good news ends. Reliability is questionable and customer service is just hell. I had two Lenovo tablets (Tab) and two laptops (Yoga and ThinkPad). Tablets worked well, laptops not so much. Both laptops needed (warranty) repairs. My experience with the Yoga 920 (after Lenovo replaced it with the Yoga C940) was the worst of my life, and I'm in my 50s, so that's saying something. The 920 had three motherboards that had to be replaced due to constant problems with the touchpad, which kept failing. After the third exchange failed, Lenovo finally admitted it was a design issue and sent me a replacement Yoga C940. This required a total of over 25 hours of phone calls to technical support and/or customer service over a 12 month period, as well as contacting multiple customer service representatives. At this point I was just happy to get a replacement. Unfortunately after 4 months with the new Yoga C940 I've encountered a (Lenovo known and ongoing issue) where a system update is causing Bitlocker issues and the device won't restart or reinstall. Although I paid for home service and a three-year extended warranty, Lenovo used the COVID pandemic as an excuse to require me to send the unit to their national repair facility. That was five weeks ago, and now he's in a black hole. I have FedEx tracking that the device was received by Lenovo. However, the online repair tracking has stopped working for over a month. Crazy that one of the largest PC companies in the world can't maintain a working online repair tracking system; that should tell you something. I've made over 10 calls to the support team. They initially told me that the device would be repaired and deployed within a maximum of nine business days. After that deadline passed, they had no excuse, so they started telling me that they (also from their side) have no way to get updates on my device because they have problems with the system. I asked them to call the repair depot for an update (seems easy doesn't it?); They assured me that they would do it and get back to me within 24 hours. Didn't happen. Incidentally, two different customer service managers made the same promise to me (they would get an update and call me back within 24 hours) and neither of them even showed the basic courtesy of calling back as promised. A third account manager informed me that my case had been referred to the account manager and a new replacement device had been ordered. When I asked for some sort of email confirmation they told me that the confirmation had already been sent but surprisingly it was sent to the wrong email address (correct email address but one letter misspelled) . It was a lie I checked the "fake" email address they claimed was being used and they immediately sent back a reply saying no such email address existed. I have left several messages with my "assigned" Account Manager, none of which have been returned. Bottom line, I had a completely broken laptop for almost 18 months. This device originally cost me over $1,000. Bought an extended warranty with home repairs. I spent probably 50 hours on the phone with customer service (between the two yoga departments). The replies were incompetent and often downright rude. That's not how you treat customers. Lenovo should be ashamed.