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How Not To Do CX, Lenovo Style

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Generally the world of sensible expertise improvements collides with the planet of dumb customer support provisions. That collision often doesn’t bode effectively for the client.

In my case, that state of affairs is especially true. I purchased Lenovo’s Chromebook Duet 5 for a lovely worth 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 opinions as the most effective general ChromeOS pill/removable laptop accessible this 12 months. Its bigger display screen and removable full-size keyboard make a usable and enjoyable pill expertise not accessible with pure Android gadgets.

For me, that accolade falls far wanting reaching that mark. The truth is, in case your major want for a Chromebook is to run Linux apps, assume once more about not shopping for Lenovo’s Duet 5. You may get a unit like mine that doesn’t do Linux though it’s alleged to work. That failure will not be thought of a legitimate declare beneath Lenovo’s guarantee.

I’ve turn out to be fairly keen on Chromebooks. ChromeOS gadgets complement my residence workplace cadre of Linux computer systems. They hyperlink to my Android telephone and its apps. I can run the identical productiveness apps and entry their information straight on the Chromebook.

What fed my attraction to the Duet 5 is its logical follow-up to the very talked-about 10.1″ unique Duet I purchased a couple 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 an even 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 believed.

What may go mistaken? 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 yet 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 cheaper digital gadgets. Including insult to harm, Lenovo tech assist stated the malfunction was “past the scope of the producer’s one-year guarantee.”

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

Heck, I had already finished the identical factor twice.

Lenovo Patrons Beware

This account will not be meant to be a product evaluate. Slightly, it tells what occurs when company vanity destroys the client expertise.

I often write about enterprise expertise 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 greatest wares. Advertising and marketing marvels usually supply high-end configurations to curry customers’ consideration. They exit of their means to ensure the reviewer is totally happy.

Too unhealthy that mentality doesn’t all the time exist when lowly customers are on the receiving finish. However I used to be not utilizing a loaner unit I’d ship again anyway, happy or not. I purchased this mannequin with no plans to evaluate it. I simply needed to make use of it.

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

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The Gory Particulars

In response to Lenovo’s ill-conceived logic, the guarantee on Chromebooks doesn’t cowl consumer 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 consumer 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 allows customers to entry web sites in a browser setting. An added choice lets customers entry these net locations to run software companies inside tabbed browser home windows or as progressive net 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 Help Hell

Just a few weeks after receiving the Duet 5, I skilled solely an intermittent display screen flickering subject. 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 gadgets labored wonderful with the identical apps put in.

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

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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 by one on the lookout for the perpetrator 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 group for another resolution. A assist particular person 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 Realized

In case you plan to purchase a Chromebook simply to have quick access to chose Linux apps, severely think about my expertise. Perhaps look elsewhere as an alternative of the Duet 5. Quite a few Chromebook 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 irritating half in all of that is that I’ll by no means know the trigger.

However when you purchase a Duet 5 from a retail outlet as an alternative of straight from the producer, you’ll want to affirm how that retailer honors the guarantee. You now know the way Lenovo honors its guarantee.

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

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