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Need replacement part. Customer service hotline did not respond.
I just tried calling Lenovo (877.453.6686) and after the prompts, it just kept ringing; Nobody answered. I have a (hopefully) simple request. The rubber piece fell off of my screen and I can't find it. It's the piece that prevents the screen frame from rubbing against the palm-rest. I need a new one. I tried looking for them online to purchase but I have been unable to do so. It's for a Lenovo Ideapad S10E. Type: 4187-39U
I’m sad that my nice S10E looks ghetto right now.
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Inappropriate?Eric,
If you have the S10e model, the support numbers are different. Try calling 800-426-7378 and choose the option for Lenovo support from the VRU.
The 877-453-6686 number is the right number for most of the consumer IdeaPad line and it is supposed to be 24 / 7. I would assume some kind of glitch in the phone switch, but we would like to investigate further to ensure we are available to all our customers. Could you share when you tried this number? (date and time?) This will help us track down the possibility of an outage.
If you have any trouble getting this issue resolved, please contact me in the company forum - http://forums.lenovo.com I'm Mark_Lenovo there.
Best regards,
Mark
I’m Happy to help!!
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Inappropriate?I called Jan 31 at 11:30 PM CST.
Also, if that is not the right number for the S-series, it might be a good idea to add it to the Lenovo Support phone list. When I select "IdeaPad" from the phone list, it takes me to the 877 number. There is no option for S10/S10E. Not a big deal, but I think fixing it would help both your customers and employees to prevent needless transfers and such.
I'll give the 800 number a call soon. Thanks. -
Inappropriate?Eric,
Thanks for the feedback! - I've crawled through those pages today and found that there are two navigation flows there and some of the listings are downlevel or missing in one of the flows. I've apprised the responsible team, and expect that we will update this as soon as possible.
Mark -
Inappropriate?I thought I'd follow up in case others have the same issue.
I called Lenovo three weeks ago and everything went fine. The CSR told me that they would ship the part to me. Since I hadn't received the part yet, I called Lenovo tonight and the CSR told me that my case was canceled because the part has to be replaced by a certified technician. It's just a rubber piece that covers up the screws on the top left of the LCD frame and prevents chaffing against the palmrest. I'm perfectly capable of replacing it as long as I can get the part, and I would prefer that. But Lenovo insists that I send in my laptop.
Overall, I'm pretty disappointed with the service I have received because Lenovo never called me to simply tell me that my case was canceled. When I got off the phone with the Lenovo CSR three weeks ago, he told me that it was a user-serviceable part and that it would be sent out as soon as possible.
Also, Mark, I sent you a private message yesterday on the Lenovo forums but I have not received a response.
I’m disappointed.
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Inappropriate?Eric,
I've responded to you now through private message in the forum. We don't have a part number for these 4 small rubber nubs (there are 2 sizes - the outer pair are larger in diameter and the two near the center are smaller)
Since there is no service p/n they aren't directly orderable, which is why the proceedure would be to replace the entire bezel.
I'm trying to get some sent from our supplier in a small quantity and will mail to you as soon as I receive. I realize that missing 1 out of 4 of these stops can be a detractor in your user experience and I apologize for the inconvenience.
Best regards,
Mark
EMPLOYEE
