How Not To Do CX, Lenovo Style

Generally the world of sensible know-how improvements collides with the planet of dumb customer support provisions. That collision often doesn’t bode effectively for the shopper.

In my case, that state of affairs is especially true. I purchased Lenovo’s Chromebook Duet 5 for a beautiful value from a serious nationwide electronics retailer. In hindsight, that was a purchase order I want I may undo.

The Duet 5 is regarded in quite a few dependable critiques as one of the best general ChromeOS pill/removable pc out there this 12 months. Its bigger display screen and removable full-size keyboard make a usable and enjoyable pill expertise not out there with pure Android units.

For me, that accolade falls far in need of reaching that mark. In reality, in case your major want for a Chromebook is to run Linux apps, suppose once more about not shopping for Lenovo’s Duet 5. You would possibly get a unit like mine that doesn’t do Linux though it’s speculated to work. That failure is just not thought of a legitimate declare below Lenovo’s guarantee.

I’ve develop into fairly keen on Chromebooks. ChromeOS units complement my dwelling workplace cadre of Linux computer systems. They hyperlink to my Android cellphone and its apps. I can run the identical productiveness apps and entry their knowledge instantly on the Chromebook.

What fed my attraction to the Duet 5 is its logical follow-up to the very talked-about 10.1″ authentic Duet I purchased a number of years in the past. The Duet line has a removable keyboard and is a stand-alone ChromeOS pill.

Placing need versus want apart, I debated the prospect of extra productiveness and comfort with a much bigger display screen at 400 nits, bigger keyboard, and 8GB of RAM. I knew the producer and the retail retailer in addition to the product line. Or so I assumed.

What may go unsuitable? Three issues: a failed product, no assist, and a guaranty that additionally didn’t work!

Perhaps One Too Many

The very last thing I wanted to purchase was one more Chromebook. Over the previous few years, I’ve used 4 or 5 fashions from HP, Lenovo, and Asus.

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The Duet 5 appeared to verify all of the bins. Because it turned out, the verify mark fell out of the field for dependable tech assist and customer support.

Nope, I couldn’t return the pc. By the point I found its faulty nature the undo window had closed.

I suppose this incident will nudge me to purchase costly add-on retailer warranties for inexpensive digital units. Including insult to damage, Lenovo tech assist stated the malfunction was “past the scope of the producer’s one-year guarantee.”

A last correspondence from Lenovo’s tech assist advised me that if I shipped the machine to its restore facility, all of the technicians would do is reset the unit to its authentic OS standing and take away Linux.

Heck, I had already finished the identical factor twice.

Lenovo Consumers Beware

This account is just not supposed to be a product overview. Reasonably, it tells what occurs when company vanity destroys the shopper expertise.

I often write about enterprise know-how points and open-source developments impacting the Linux OS. My reporting beat overlaps with e-commerce and buyer relationship administration (CRM) points.

As a tech author and product reviewer, I’m used to producers sending me top-of-their-line merchandise in hopes of exhibiting off their finest wares. Advertising and marketing marvels typically supply high-end configurations to curry customers’ consideration. They exit of their approach to ensure the reviewer is absolutely glad.

Too dangerous that mentality doesn’t at all times exist when lowly customers are on the receiving finish. However I used to be not utilizing a loaner unit I might ship again anyway, glad or not. I purchased this mannequin with no plans to overview it. I simply wished to make use of it.

My private expertise hardened my resolve to not purchase a Lenovo product going ahead. Not due to a nasty product encounter. Lenovo misplaced my buyer loyalty due to shoddy customer support and no dedication to resolving my problem with a malfunctioning pc that they constructed.

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The Gory Particulars

In keeping with Lenovo’s ill-conceived logic, the guarantee on Chromebooks doesn’t cowl person modifications. Since I activated the Linux partition, bumped into an issue, eliminated the partition, and reinstalled Linux apps not there after I purchased it, I used to be responsible of modifying the machine.

To make clear, all Chromebooks require the person to activate the Linux partition and set up Linux apps. That’s the similar course of for utilizing Android apps on Chromebooks.

Chromebooks are constructed to run the ChromeOS and optionally to run in separate built-in containers Android and Linux software program. Google certifies the {hardware} to make sure the software program works.

The ChromeOS equally permits customers to entry web sites in a browser surroundings. An added possibility lets customers entry these internet locations to run utility companies inside tabbed browser home windows or as progressive internet apps (PWAs) in their very own remoted home windows.

That’s what Chromebooks are designed to do on any producer’s {hardware}. Turning these built-in options on/off shouldn’t be construed as “modifying” the machine.

Tech Assist Hell

A number of weeks after receiving the Duet 5, I skilled solely an intermittent display screen flickering problem. That cleared up after a system replace. No worries. No considerations.

At that time I turned on the Linux partition and put in the identical Linux apps that I exploit on my different lesser-endowed Chromebooks. These units labored wonderful with the identical apps put in.

However the Lenovo Duet 5 froze after loading the Linux apps and working for a couple of minutes. Glitchy installations occur. So I did what’s commonplace troubleshooting. I reset the ChromeOS to its authentic standing. I then arrange the Linux partition and sized it effectively past the Google-recommended minimal dimension.

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Drawback NOT solved. So I wiped the Linux partition once more. This time, I put in a single Linux app one after the other searching for the offender throwing the others out of whack. Each Linux app in isolation froze.

Lenovo tech assist declined to research or check the {hardware}. The brokers prompt discovering an affiliated tech heart to pursue an answer.

Caught With No Choices

I gladly would have finished that. However the nearest such Lenovo restore heart was throughout state traces some 150 miles away.

I reached out to the Google Chromebook assist neighborhood for an alternate resolution. A assist individual there had me run the “df command” in a Linux terminal to find out the bodily well being of the partition.

The readout from that diagnostic confirmed the machine has a legitimate and dealing Linux container. That partially settled the query concerning the {hardware}. It didn’t, nevertheless, determine what different {hardware} points may be concerned.

The Google assist discussion board tech then prompt I search for a number of dud packages by following the process outlined above. However, after all, I already did that a number of instances.

Awful Classes Discovered

If you happen to plan to purchase a Chromebook simply to have easy accessibility to chose Linux apps, significantly take into account my expertise. Perhaps look elsewhere as a substitute of the Duet 5. Quite a few Chromebook alternate options exist.

Who is aware of? Perhaps the Linux apps will work wonderful for you in your Duet 5. As I stated, I’ve not had this case on some other Chromebook product I exploit.

Little doubt my expertise was a gross anomaly. The annoying half in all of that is that I’ll by no means know the trigger.

However should you purchase a Duet 5 from a retail outlet as a substitute of instantly from the producer, you should definitely affirm how that retailer honors the guarantee. You now understand how Lenovo honors its guarantee.

The opinions expressed on this article are these of the writer and don’t essentially mirror the views of ECT Information Community.

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