Yoga 720 and GeekSquad

First, I loved the Lenovo Yoga 720. The 730 had just came out, so I figured I was getting a deal with the previous version.
5 months… No problems. Occasionally the screen wouldn’t respond and I’d have to reset it. No biggey. Everyone in my house loved it.
Then, the touchscreen went out for good. The wacom pen would work, but it wouldn’t recognize actual touch. Considering I need to pinch and zoom with my fingers for any digital art program I use, this was a big deal. I looked up the issue. Every forum, even Lenovo’s own forum, had someone mentioning this issue. Everybody, except one, ended it with “I’ll update this when I get a resolution” and then nothing… No update. The only one I found with a resolution had their screen replaced.
Sounds simple, right?
Called tech support. They claimed they “never heard of this.” As a former tech support guy and regular googler, I was kind of baffled as to why or how. A single google search would’ve shown the issue… But whatever… Maybe this tech support is new… Or something.
They talk me into formatting my harddrive. This is what we, tech support, were told to tell people when we had no idea how to fix something without saying, “I have no idea what’s wrong or how to fix your device.” The screen went out, yet it must be a software issue? Yea.. Sure. Apparently, they are taught the same as I was.
Called back a few days later when it was done and I had time.
The guy offered 2 options. Send it in or take it to GeekSquad. 10 years ago, GeekSquad erased 2 years of music, all my pics, etc. when I took it in for virus that was in my registry. I was unable to edit it. I told them the exact 2 lines they needed to get rid of… Instead they formatted my sh*t. Well, that didn’t change my registry… It just erased 2 years of work and memories. Everytime I got on the internet, that virus would start replicating and infecting. The only way to stop it was don’t get on the internet… Which I needed. After explaining this, the supervisor at GeekSquad said,”Well don’t get on the internet.” He refused a refund and refused to do it right without charging me more money. So yea… F*ck GeekSquad.
I explained my beef the GS to the tech support and said I will gladly send it in over dealing with GS ever again. We laughed. Everything will be good in a few weeks, right?
After 10 days of no email or follow-up, the online site I was given didn’t recognize the ticket number I was given. “No product or service found.” Wtf? Is lenovo bout to jack a ninja?!? I received no email stating they had received and/or checked in my device. I called them up. The guy wasn’t able to find it. He puts me in hold.
He comes back on the line after 10 minutes or so.
“Sir, I found your device. They did receive it. They repaired it and are doing a ‘reliability check.’ Once that’s done, they will send it back. You WILL receive it by Friday.”
Oh snap… Cool. He kept emphasizing when I would receive. I just wanted it fixed. Saturday, Sunday, Monday would’ve been fine, but dude was deadset on Friday. Alright, man.
My wife gets it while I’m at work. Calls me with questions installing windows.
“Is the touchscreen suppose to work right away?”
“Uhhhh… Yes. It’s a touchscreen.”
“No. We have to install windows first.”
“Yes, honey. It works right away.”
“Well, it’s not working. We need to install windows first.”
I get home later that day.
Wifey, “Ok… Before you get mad. You have an appointment with GeekSquad in the morning.” It wasn’t working. I grabbed the report they sent with my laptop. “Installed new hhd -Team 7 GeekSquad of Memphis, TN”
“Reliability Check- (insert giant blank here)”
“Installed a new hdd? I have a 1 TB ssd and it was the mfing screen that was broke?!?!?!?!?! And f*cking GeekSquad?!?!?? They can’t do sh*t right!!!”
I show up to GeekSquad. I explain the issue to a wizard with dredlocks. I remembered exactly the company I was dealing with when he said,”Probably just a driver issue. Sign this and I’ll give you a call after I check it out.”
The piece of paper said “Crystal Collins” with what I’m assuming is Crystal’s address.
“Great… But who is Crystal.”
Of course, GerkSquad has someone else’s info. And of f*cking course they can’t change it. So I made the guy write and sign the back of the paperwork.
I get a call the next morning…
“May I speak with Crystal Collins?”
“No, you can’t, man.” and I explain the situation.
Well he called to tell Crystal that they had to mail it in to get repaired… To the same damn place that Michael mfing Lee just mailed it to… But this time, it’ll be different… It’ll be overnighted! Woo-f*cking-hoo. Fix it!!!!
I told him to mail it in. He explains that I had to call the 800# to get my phone number changed to my name. I’ll be damned if they send my $1250 laptop to Crystal. So I call the 800#… I get about halfway through and the guy says,”Sir… I just spoke to you. You called the Best Buy GeekSquad.”
“No I didn’t.”
“Uhhh… Yes, you did.”
Called again. Called again. Called again. 4 more damn times, their 800# rerouted me back to the dredlocked wizard.
He assured me the account was “noted.” Sure…. Whatever. I hate GS and the guy had no magic skills to fix my Yoga 720.
I got email updates this time. I received my laptop within a week… Working! The reliability check was actually filled in, however, this team was unwilling to sugn their name to it. They made a small dent while replacing the screen… But whatevs… It worked flawlessly… For a month.
Now it has a black line… On old monitors, it was known as the black lime of death. It’s a line of dead pixels. Eventually it grows to cover the screen.
I called back. Explained the situation. Etc. The guy started with an actual tech support. “Do you see the black line on the start-up screen?”
“Yes, I do.”
“Well, that’s a hardware issue. You’re gonna need to send it in…”
No…. I want my money back.
“Ok. I will escalate this for a replacement.”
“No, I want my money back. Y’all are going to send me a refurbished device and I know y’alls workmanship. I want my money back!!!”
Currently waiting to hear back from a supervisor.
My HP Beats laptop works better. Not a single issue other than it is slow.