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Microsoft and Lenovo - VERY poor customer service


gaz36f

New Member
Posts
3
#1
I bought a brand new Lenovo Yoga 13 from a Lenovo shop in China. Windows 8 was pre-installed. In the shop, I requested (on 3 occasions) that Windows 8 be set for English. They told me that I could easily change the language settings when I got home.

However, when I got home I was unable to change the settings. After a quick google, I discovered that Windows in China is a special single-language installation named Windows 8 PRC. It is impossible to change the language.
Obviously, this is no use to me as I don’t speak China. I contacted Lenovo who passed me on to Microsoft. I contacted Microsoft who said that I had to go to Lenovo. Microsoft insisted that Lenovo could simply change the installation to a multi-language version. Here is part of the transcript from online Microsoft chat support:

“Since this is a preinstalled product or Original Equipment Manufacturer (OEM) This was bought by the manufacturer of your computer to Microsoft and they were the one who installed it as well on your computer. The manufacturer have the capability to change the installation to all language installation.”

I have been back to Lenovo (both the original shop and the after sales service office) several times but have had no success. On my latest visit, 4 days ago, I refused to leave the shop until I received a full refund or a multi-language edition was installed. In the end (after a lot of arguing via a translator), they agreed to install the multi-language version. They said I could collect the computer the following day. However, after repeatedly calling them each day, they have no finally told me that a multi-language version cannot be installed.

I am currently left with a computer that is not fit for purpose (although they even still have that as it’s the manager’s day off).
Thank you Lenovo. Thank you Microsoft. Never again!
 

My Computer

System One

  • OS
    windows 8

Enigma

New Member
Member
#2
I also have a Lenovo that I just bought here in the US (G700 model) and like it quite a bit. I cant speak one way or the other on Lenovo's customer service, since I've never dealt with them. I hate to say it, but your best bet is to download a Windows 8/8.1 iso from the Net (make sure it's multi-language/english first!), format your HDD, and then do a clean install and call MS. The downside is that they may or may not help you activate it. Good luck!
 

My Computer

System One

  • OS
    Windows 8.1 Pro x64, Windows Server 2012 R2 x64
    Computer type
    Laptop
    System Manufacturer/Model Number
    Lenovo G700
    CPU
    Intel Core i7-3632QM, 2.20 GHz
    Motherboard
    Lenovo
    Memory
    6 GB DDR3
    Graphics Card(s)
    NVIDIA 720M, Intel HD 4000
    Monitor(s) Displays
    1 monitor
    Screen Resolution
    1600x900 (max)
    Hard Drives
    1 TB HDD (5400 RPM), 1.5 TB HDD (5400 RPM) installed in a 12.7mm disc drive caddy
    Case
    Lenovo
    Keyboard
    Lenovo
    Mouse
    Laptop/notebook keyboard/touchpad
    Internet Speed
    It varies, since I'm mobile most of the time
    Browser
    Chromium (the open-source browser which Google Chrome is derived from)
    Antivirus
    Kaspersky, Malwarebytes, Spybot, Privatefirewall
    Other Info
    I will add more information here later

gaz36f

New Member
Posts
3
#3
Yes, thanks for this Enigma. Actually, I have already contacted Microsoft about this and they won't activate another copy. They say my problem should be resolved by Lenovo. Lenovo say my problem should be resolved by Microsoft. In the meantime, I'm left with a machine that is not fit for purpose and two major corporations are blaming each other and are unwilling to help. And, yes, I agree - it seems like a good computer. It is a shame their customer service is so poor.
 

My Computer

System One

  • OS
    windows 8

Enigma

New Member
Member
#4
I've sent you a private message, I didnt want to post it publicly since it could get me in trouble with the mods/admins here. I will say no more than that, and will be glad to help you in any way possible.
 

My Computer

System One

  • OS
    Windows 8.1 Pro x64, Windows Server 2012 R2 x64
    Computer type
    Laptop
    System Manufacturer/Model Number
    Lenovo G700
    CPU
    Intel Core i7-3632QM, 2.20 GHz
    Motherboard
    Lenovo
    Memory
    6 GB DDR3
    Graphics Card(s)
    NVIDIA 720M, Intel HD 4000
    Monitor(s) Displays
    1 monitor
    Screen Resolution
    1600x900 (max)
    Hard Drives
    1 TB HDD (5400 RPM), 1.5 TB HDD (5400 RPM) installed in a 12.7mm disc drive caddy
    Case
    Lenovo
    Keyboard
    Lenovo
    Mouse
    Laptop/notebook keyboard/touchpad
    Internet Speed
    It varies, since I'm mobile most of the time
    Browser
    Chromium (the open-source browser which Google Chrome is derived from)
    Antivirus
    Kaspersky, Malwarebytes, Spybot, Privatefirewall
    Other Info
    I will add more information here later

gaz36f

New Member
Posts
3
#5
Oh, thank you so much for this Enigma. I wasn't aware I could do this. I didn't even know what that was but I just googled it :). I will give it a try and see what happens. Many thanks.
 
Last edited:

My Computer

System One

  • OS
    windows 8

Enigma

New Member
Member
#6
We can also talk via email if you wish. I would suggest you edit your previous post and remove any references that start with K. Click my profile, you should see a way to contact me privately.
 

My Computer

System One

  • OS
    Windows 8.1 Pro x64, Windows Server 2012 R2 x64
    Computer type
    Laptop
    System Manufacturer/Model Number
    Lenovo G700
    CPU
    Intel Core i7-3632QM, 2.20 GHz
    Motherboard
    Lenovo
    Memory
    6 GB DDR3
    Graphics Card(s)
    NVIDIA 720M, Intel HD 4000
    Monitor(s) Displays
    1 monitor
    Screen Resolution
    1600x900 (max)
    Hard Drives
    1 TB HDD (5400 RPM), 1.5 TB HDD (5400 RPM) installed in a 12.7mm disc drive caddy
    Case
    Lenovo
    Keyboard
    Lenovo
    Mouse
    Laptop/notebook keyboard/touchpad
    Internet Speed
    It varies, since I'm mobile most of the time
    Browser
    Chromium (the open-source browser which Google Chrome is derived from)
    Antivirus
    Kaspersky, Malwarebytes, Spybot, Privatefirewall
    Other Info
    I will add more information here later

jimbo45

New Member
VIP Member
Guru
Hafnarfjörður IS

Posts
4,373
#7
Hi there

Complaining about "Customer Service" won't get you anywhere these days -- as ANYBODY who has ever tried phoning a large company's call centre -- usually located in India / Philipines etc. where once you've navigated through the zillions of options you don't want, waited 25 mins with the inevitable message accompanied by HIDEOUS "Music??" "Due to High volume of calls ...." etc you finally get someone who you can't understand and who can't give you any help anyway -- will testify. Try and solve the problem yourself first by other means if you can.

If you've got W8 / 8.1 PRO you can then download a Language pack.

So compare an English PC with yours to get the correct links via control panel to set the Language -- the ICONS should be the same even if you can't understand the Chinese text. Look for the Globe symbol with an A on it (Language).

then on the main text click the first choice (add a Language) -- you should see ENGLISH on the list in English (i.e non Chinese) characters.

Download that and set the display language to English -- use another machine so you know what part of the menu to click.

Re-boot -- and you should now find your PC displays in English.

Don't forget the Keyboard (input) settings and remember also to set the LOGON display as well to English.

Use the English computer as a template for clicking the correct options on the Chinese menu until you get the English display.

(Of course if you have any Chinese friends they should be able to sort this out for you).

You probably got a decent discount on the computer anyway (anything I've bought in China has been MUCH MUCH cheaper than buying it in Europe) so if you don't have W8 Pro simply pay for the upgrade from W8 standard -- it won't cost an arm and a leg. I suspect that the guy in the shop was referring to setting the COMPUTER to English (do it in the BIOS) rather than the installed OS.

BTW I've never heard of a "Single Language Version" -- OK Windows 8 standard might not be able to install additional languages but after an upgrade to PRO it would be able to install additional languages.

You most certainly CAN install any version of Windows on that Lenovo --you were being given COMPLETE B/S in the shop -- you might have to switch off the PROTECTED BOOT option though -- you can leave the UEFI option. Just CHANGE the BIOS language to English so you can see all the options. If the protected boot is enabled you can only boot that copy of windows the machine came with.

Screenshot enc of Add Language option :

Cheers
jimbo
 

Attachments

Last edited:

My Computer

System One

  • OS
    Linux Centos 7, W8.1, W7, W2K3 Server W10
    Computer type
    PC/Desktop
    Monitor(s) Displays
    1 X LG 40 inch TV
    Hard Drives
    SSD's * 3 (Samsung 840 series) 250 GB
    2 X 3 TB sata
    5 X 1 TB sata
    Internet Speed
    0.12 GB/s (120Mb/s)

Nemix

New Member
Power User
Posts
203
#8
Lenovo's service is slow but their actually not that bad if you catch them on their mistakes they will go an extra mile to make it up to you.

Microsoft has good customer service and in your case which is pretty rare I don't think Microsoft's to blame although they do have the power to do something about it more then Lenovo does.

I'd say it's the sales person who sold you the laptop either not knowing that you cannot change the language or knew it and still sold you the laptop anyways to make an extra buck or two.
 

My Computer

System One

  • OS
    Windows 8.1 Pro
    CPU
    Intel Core i7-2670QM
    Memory
    Samsung 8GB
    Graphics Card(s)
    NVIDIA GT 555M
    Hard Drives
    Intel 525 120GB | HGST Travelstar 1TB
    Mouse
    CM Storm Xornet | Microsoft Sculpt Comfort
    Internet Speed
    25 Mbps | 600 Kbps
    Other Info
    Seagate Backup Plus 1TB

Enigma

New Member
Member
#9
I appreciate Jimbo's approach, it certainly is a valid option that you may want to look into. But most manufacturers include alot of junk on the PC that you'll never use, so I still recommend a clean install. As I said, you can contact me privately and I'll help you set everything up. We'll probably need Skype, maybe TeamViewer, and a few other things, as well as somewhere to download a clean Windows 8 disc image. I can help you with all of that, and if you follow my instructions then nothing will go wrong. The Chinese govt's firewall might be a small issue, but it's nothing we cant get around.
 

My Computer

System One

  • OS
    Windows 8.1 Pro x64, Windows Server 2012 R2 x64
    Computer type
    Laptop
    System Manufacturer/Model Number
    Lenovo G700
    CPU
    Intel Core i7-3632QM, 2.20 GHz
    Motherboard
    Lenovo
    Memory
    6 GB DDR3
    Graphics Card(s)
    NVIDIA 720M, Intel HD 4000
    Monitor(s) Displays
    1 monitor
    Screen Resolution
    1600x900 (max)
    Hard Drives
    1 TB HDD (5400 RPM), 1.5 TB HDD (5400 RPM) installed in a 12.7mm disc drive caddy
    Case
    Lenovo
    Keyboard
    Lenovo
    Mouse
    Laptop/notebook keyboard/touchpad
    Internet Speed
    It varies, since I'm mobile most of the time
    Browser
    Chromium (the open-source browser which Google Chrome is derived from)
    Antivirus
    Kaspersky, Malwarebytes, Spybot, Privatefirewall
    Other Info
    I will add more information here later