David Gerard

regarding Lenovo UK service stealing my fucking RAM and forging the records: https://circumstances.run/@davidgerard/116217052540315029

just got email from BMJ of the original purchase. 32GB, mate. not the 16GB it now has.

lenovo silently closed the previous ticket. i pinged them just now saying i had the docs. how do i get them to you?

i stated what i wanted: lenovo to make good and replace the missing RAM that disappeared in the process of service.

the guy on chat is powerless, but I asked him to escalate and get someone to actually *email* me in writing re: lenovo's next action in this case.

then the connection dropped (thinking face spinning around)

oh and he didn't answer "how do I get you the docs", didn't even ask for them

i have the material now to go loud, but let's see if they get back to me.

11:35amWeb
Show threadgaytabase10h ago
@davidgerard i think you've tried quite hard and you'd be quite justified in e.g. cold emailing bbc news
Show threadDavid Gerard10h ago

@dysfun oh indeed, particularly if i can find other victims

i'll give them one chance to fix it though

Show threadDavid Gerard10h ago

@dysfun it does appear there is actually an internal DDR4 slot, which you have to take the back off to access. you can put 32GB RAM in there and it becomes a 48GB laptop!

said electronic gold is currently £239

i won't resort to that unless and until it's clear i can't get this fixed for £0

Show threadendrift 🏳️‍⚧️1h ago
@davidgerard @dysfun I'm planning to send a brand new Lenovo laptop with 48 GB of RAM in for service ASAP due to having a faulty display. I'll let you know if they steal my RAM.
Show threadDavid Gerard1h ago
@endrift @dysfun get photos of the BIOS screens beforehand at least
Show threadendrift 🏳️‍⚧️1h ago
@davidgerard @dysfun I'm going to take a photo of the RAM chip itself :)
Show threadsolo53m ago

@davidgerard @dysfun tbh contact gamer's nexus as well

they're super pro-consumer and would love smth like that

Show threadRatsnake Games 🔞10h ago
@davidgerard i'd file a police report immediately
Show threadschrotthaufen9h ago
@ratsnakegames @davidgerard Same. It’s theft.
Show threadOtte Homan - remember Geordie9h ago
@davidgerard Lenovo did WHAT ?!?!?
Show threadJari Komppa 🇫🇮9h ago
@davidgerard I'd bet this turns out to be a clerical error, but your customer service experience is still inexcusable.
Show thread食 Shoku the Umbreon9h ago
@davidgerard I would absolutely go loud with it. They screwed up, they know they screwed up, and they're trying to sandbag you now. It's just unfortunate that Mastodon doesn't count as going loud. I would maybe suggest Ars Technica. I feel like most of the similar stories I see them posts end up getting resolved fairly shortly after the story is posted.
Show threadIngvar8h ago
@davidgerard Police report? Sounds like theft (the taking of the RAM), possibly fraud (the claiming that it was only 16 GB, not 32 GB), and possibly (but I am stretching) failed duty of care.
Show threadRoger BW 😷8h ago
@vatine @davidgerard But don't call them Lenovo, they are just a bunch of cowboys ("Think UKI") working for Lenovo under contract. Lenovo may suffer reputational damage but they presumably knew that when they decided to stop paying real techies and get this bunch instead.
Show threadThe Penguin of Evil6h ago
@vatine @davidgerard theft requires intent. On the other hand telling the world someone in Lenovo may be stealing RAM seems wise.
Show threadPhilippa Cowderoy5h ago
@vatine @davidgerard That or small claims for the RAM and fit it yourself
Show threadPhilippa Cowderoy5h ago
@vatine @davidgerard (but also DPA/GDPR breach re their records keeping)
Show threadFOSStastic8h ago

@davidgerard Oh wow, Lenovo service is still just as bad as it was 10 years ago?

I've never bought another ThinkPad after sending my Yoga 460 in for repairs and getting it back scratched or with new defects, sending it in again, and repeat. Eventually they replaced it with an L370 Yoga, which was a downgrade (smaller display, fingerprint reader not working under Linux).

I'm sorry that I can't help, but I can at least confirm that I've had major issues with Lenovo service in the past.

Show thread@pndc8h ago
@davidgerard Sending a Letter Before Legal Action to their company's registered address demanding a suitable sum of money should get somebody interested in fixing the problem ASAP, or at least within the 14 days before legal costs get added to their bill.
Show threadRoger BW 😷8h ago
@pndc @davidgerard They'll be used to that, searching for Think UKI brings up a bunch of Financial Ombudsman rulings.
Show thread@pndc7h ago
@RogerBW @davidgerard My same search finds FOS rulings which contain the string "think UKI" but are referring to a "UK Insurance Ltd" which is abbreviated to "UKI", and the "think" is part of the prose. So I suspect that's a different company.
Show threadDoomsdaysCW8h ago
@davidgerard Shit. I'm sorry that happened to you. GO LOUD!
Show threadGraham Sutherland / Polynomial7h ago
@davidgerard tell them it's theft and you'll escalate to a police report if it isn't resolved within 48h.
Show threadRaven Onthill7h ago
@davidgerard damn. I haven't run into that since I dealt with a skeezy Mac service company in a backwater Oregon University Town. Give them hell!
Show threadOrion Ussner kidder6h ago

@davidgerard Gross.

I guess we all have to take screen shots of our hardware stats before we send them anywhere.

Show threadsaiarcot8956h ago
@davidgerard you might want to also email GamersNexus. They're in the US, but did recently do an investigative video in the UK.
Show threadtkissing5h ago
@davidgerard IANAL but it feels like the only thing you should ask for at this point is a summonable address.
Show threadFink 5h ago
@davidgerard smells like a story for https://gamersnexus.net/ x_X
Homepage, Most Recent | GamersNexus

Show threadDavid Chisnall (*Now with 50% more sarcasm!*)5h ago

@davidgerard

I found, with another vendor, that we way you get good support is not to talk to their customer support, it's to send a draft article to their press contact and ask for comment.

Show threadJason Petersen (he)5h ago

@davidgerard i would love to see this picked up by mainstream media

This is “crazy anecdote local news broadcasts would spend 5m on” territory.

Go loud!

Show threadmobidic3h ago

@davidgerard

Step 1: Create temp Google Account and rate Lenovo UK locations with 1 Star on GMaps - and leave your Ticke ID!

Step 2: Gather and preserve all evidence now: original proof of purchase showing 32GB RAM, service/job sheet, ticket refs, shipping records, chat logs, and clear photos/screenshots of BIOS/UEFI, OS memory info, serial no. and model.

Read ALT Text for more ...

#lenovo #Lenovocustomservices

Show threadJohns2h ago
@davidgerard FYI, @arstechnica loves this kind of shit!!
Show threadPytt4m1h ago
@davidgerard I had a similar situation where Lenovo replaced my motherboard during service without telling me. only reason I noticed is that the firmware splash screen now reflected the version used in mainland China. tried to get them to escalate and explain how this was a major issue, done without my knowledge. I had no luck getting anywhere.