Just to vent: Lenovo UK has spectacularly bad customer service

If you want customer service, do not buy a Lenovo. Simple as that. I ordered a Thinkpad, which Lenovo forgot to outfit with a WAN modem. They refuse to even acknowledge the problem. Spectacular. Read the thread from the bottom (to which I still have not received a reply from Lenovo), and you'll see. On the phone they are even less helpful, I should tape those conversations... The best part: the last customer service rep I just talked to simply HUNG UP on me. Grrrrrr. Never Lenovo again.





From: xxx
Sent: 05 November 2010 18:01
To: '[email protected]'
Subject: FW: For attention: Alina, RE: RE: Problem with T410
Importance: High


To whom it may concern,

not receiving a reply to my email below is not acceptable. Please respond as soon as possible to notify me of your planned actions. Thank you.

Kind regards,
xxx




From: xxx
Sent: 02 November 2010 15:55
To: '[email protected]'
Subject: For attention: Alina, RE: RE: Problem with T410
Importance: High

To whom it may concern,

My non-functioning Thinkpad is a completely unacceptable situation (see below). I have not been contacted by the German team as promised, nor does either the German nor the UK team feel responsible when I call on the phone.

Please call me at +xxx as soon as possible to offer a solution.

Kind regards,
xxx





From: IBM Frontoffice [mailto:[email protected]]
Sent: 21 October 2010 11:15
To: xxx
Subject: Re: RE: Problem with T410, for attention: Christina


Dear Mr xxx,

We have contacted the German team and they will contact you as soon as possible.

Kind regards,
Cristina
Front Office


-------- Original Message --------
Subject: RE: Problem with T410, for attention: Christina
Date: Wed, 20 Oct 2010 13:10:12 +0100
From: xxx
To:

Dear Lenovo team,
Can you please confirm the receipt of my email below and that the issue is being addressed. Thank you.
Kind regards,
xxx


-----------------

From: xxx
Sent: 18 October 2010 16:19
To: '[email protected]'
Subject: Problem with T410, for attention: Christina

Dear Christina,
As discussed today on the phone:
I had ordered a T410 (Type 2516-CTO, xxx) from Lenovo UK (see order below). I have since transferred to the Munich office, so the laptop is in Germany now.
The WAN modem never worked, and I finally had time to send the laptop in for repairs in September. The unit was returned completely unrepaired since it apparently has no WAN modem inside at all, which the German repair team claims is a manufacturing mistake and so they cannot fix it. Allegedly there is no spare part for this problem either. The reference number for this was xxx, technician was Mr. xx.
After receiving the unit back after waiting for 3(!) weeks, I called the German customer service team, who were extremely unhelpful. The supervisor Mr. xxx said he cannot help me and offered no solution, which I find unacceptable.
Please advise how I can get the WAN modem inside my laptop (as I have paid for) so I can finally start working on the road. Thank you.
Kind regards,
xxx

 

Seems like nobody at service center cares
Someone will point you to some help in this forum, just wait a bit.

On a side note:
Last thursday I received call from IBM Latvia and was told that they will order parts for my machine repair and call me next day-friday to arrange repair time.
Its wednesday and still no call
Thats they way they work, some get excellent service while others get crap service based on location. I pretty much doubt anyone gets good service from IBM here in Latvia.
Im gonna wait for couple of more days and contact involved Lenovo personell to help me out with this, because its the only way to get IBM sloths to do something to get my machine fixed.
I dont care why they have not given me a call, its their problems if they have any, all I care is my laptop being repaired and not why they havent even contacted me to inform about possible delays. Call me if you have problems and cant arrange service in time. Ignoring customers you simply show how much you suck at being professionals.
Ive been calm and gonna stay as such, but if everything fails with my laptop then there is no way to get me into buying another Lenovo no matter how much I like them.

 

"Customer Service" is actually inversely proportional to "Lip Service." (See Fig-1)

That goes for any company. The more you whine, the less help you get. Lenovo has never been anything short of a barrel of monkeys for me (for you squares out there, that's the most fun you can possibly have.) Maybe it's because I'm very patient and let them do their job and ask them instead of tell them what to do. Then again who knows. Could always be your luck of the draw.

Sorry to hear about your troubles and I hope your issues get resolved, I just want to say that Lenovo has always done right by me and my W500.

Click to see Fig-1

 

You know it's strange but, I seem to keep reading about how customer service is different for different countries with various companies. I'm not sure why it's that way.

 

Every country has a different infrastructure in place (i.e. whom Lenovo outsources their customer support to), with different customer composition (i.e. ratio of retail customers to corporate customers), also different country place different emphasis on customer services (generally depends on the culture and the development of consumer market). Lastly, there is different level of training for the customer support staffs.

All of which causes a variation in the customer support service level around the world. It is probably better to compare the customer service satisfaction within the same industry in that country, so i.e. Dell UK versus Lenovo UK, etc.

 

I gotta say -- based on my experiences with both their US and UK support, I'd have that Lenovo's UK support is much, much worse than their US support.

Of course I also should point out that the above is just based on my experience, and that the plural of "anecdote" is not "data."

 

I think Lenovo should audit their own customer service experiences by pretending to be a customer with a problem... it's not hard to do!

 

Kind of like a mystery shopper ha?

 

that would work if they are interested in improving customer service, i think they know what problems exist within their customer service area.

 

To OP has this problem been resolved?

 

I also had problems with the USA repair centers..they were suppose to fix my speaker which wasn't working..they sent it back with same problem and my screen hinge problem wasn't fixed also..best bet is take it to local authorized repair center and get it fixed. So the problem is pretty much standard they cannot fix nothing right..I will never send my laptop to repair with them. I found a local service center. They fixed my problem in 1 hours..

 

Pyromania42,

Hey - sorry to hear that you are having a tough time on this. This is certainly not the kind of service experience that we want to be know for.

I'd like to help but will need some more details. Can you send me a private message with your name, address, phone #, and the system type and serial number.

Let's see what can be done to get this resolved.

Best regards,

Mark