Eventually, I dug up another number and actually reached someone at Lenovo support. Unfortunately, the techie on the phone quickly let me know that although G50 is eligible for the free upgrade, getting help to do so isn't free. Why not? "The warranty covers hardware, not optional software," she said.
Optional software? The OS isn't optional, and the system is advertised as upgradable. What a travesty.
I figured I might have reached someone at Lenovo support who misunderstood the upgrade issue, so I put on my tech writer's hat and got in touch with a spokeswoman for the company. She was nice and seemed sorry that I had a frustrating experience. She also gave no indication that Lenovo intends to support customers who need help upgrading their PCs. She did, however, say she will look into the problems I had reaching support.
I’m disappointed in Lenovo. The company makes some good PCs, but when a customer needed help, Lenovo was out to lunch.
Best Buy, on the other hand, is fighting to stay relevant in an age where most people choose to shop online. One way to do that is to deliver good service — exactly what the company did the other day. Well done, Best Buy. Enjoy the Snidely.
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