Lenovo Excellent Service

Ordered MY t61p on 7/11 got it on 8/11 or so.. Two issues

1. My LEFT Touch Pad Button Makes a noise
They Over Nighted me a new palm rest with everything

2. My Hard Drive makes two sounds, one like a pick sound and two like a marble droping..

They over nighted me a replacement and restore disks

Awesome

 

woah! sounds great! Hopefully i'll be a Thinkpad owner next year!

 

Yes they are absolutely amazing with sending replacement parts. I had some keyboard problems, called the 82-THINK number after a 10 minute hold or so I was on line with someone in Atlanta and once I told him the problems he was already working on sending me a replacement, no questions asked. Even better, it was sitting at my doorstep the next morning when I woke up. I was stunned.

 

Brusso, what hard drive did they send you as a replacement? The HDD that you had before, what was it also ? I believe the marble dropping is naturally part of the Seagate Momentus 7200.1 100 GB that mine came with.

 

Regarding the marble dropping sound.
If it's a 7200 rpm 100GB Seagate, chances are the new one will make the same sound. All of them do that (at least it seems like).

 

i posted about that noise and the response was that it was not natural, When I spoke with atlanta they said it soundes like the platters were hitting, sounded a bit far off for me.. What about the hollow sound like a pick on a gitair string?

what is making the sound?

Brett

 

Yah they've been great so far for me, with what little I've experienced with them. UPS tried to deliver my package yesterday and I tried to get them to hold it at the storage center for pickup since I have a job and cannot stay at home waiting for a package. They told me since its international and Lenovo has some sort of contract that says it must be signed at the given address blah blah.

So I called Lenovo direct and they promptly three wayed me with UPS and got them to hold it for me. Not a replacement or anything, but its all the little things

 

Lenovo doesn't provide excellent service, IBM does...luckily the technical support team is still IBM not lenovo.

 

Imaging they move tech support to China.

 

My 7200 rpm 100GB doesn't seem to make those noises.

As for excellent service? God forbid you have to send it off. Or they ask you to run diagnostics and don't even know what the results mean. And tell you to send them your laptop to fix but keep your brand new laptop for over three weeks while you WAIT for them to get their act together and send your machine back, fixed, not fixed, ANYTHING.

I would NOT say their service is superior. I would say they don't return calls, when you get someone they're sympathetic but can't do anything.

 

Here we go again. Lenovo is a Chinese company and that is really bad - or so it is insinuated. Lenovo's service is worse than IBM's - or so you think.

But yet you still buy their products. Get over it please. It is getting quite old and annoying. And often without any merit or documented argumentation of why one is better than the other.

The fact is that so many people are basing these statements on subjective opinions. Companies make mistakes. So do people. Today, no (big) company is perfect. Neither was IBM when they still were in charge of their PC business unit.

As for tech support (head office) moving to China... Let's just imagine that. I don't necessarily see why that would be so bad. First of all many companies outsource their hotline support to i.e. India because of the cheap labor and their English skills. Some with bad results and some with good. But as for China, I think you'd be surprised how many skilled people you can find in China, both when it comes to IT skills and language skills. Far from all are working class people with few academic skills.

It would also make sense to create a hub support center close to decision makers with multilingual support for i.e. the Asian region. This is better done in China/Asia than in the US. The US is a big market for ThinkPads but I think it is ignorant to comment as if everything has to be within the sphere of the US. Or at least that is the way I read it.

I have had no problem with the service I received in Thailand or Singapore. But even if the service was bad I wouldn't start the whole Lenovo vs. IBM story unless it had been intensively tried. I don't know if the people I spoke to were from the old IBM organization or not. But regardless I consider it Lenovo service as I am entitled to this when buying a ThinkPad from Lenovo.

 

ok, well i replaced the palm rest no prob, but i tried to backup my old hard drive and i get the error not all partitions containing data or whatever backup failed?

the hard drive they sent me was a segate, as is the one in my system..

As for forigen support, its bad, really bad. I cant deal with it anymore, I have not gotten a resolution to any issue using those call centers, they can oly work from the script.. I have had issues with linksys and netgear, india is a total joke and the philipines being a bit better. Yesterday got a call about my car lease being up from an indian call center and I can not stand it anymore, Bring your call center ops back to AMERICA were they belong and thats it, raise your prices because i would rather pay more and get working products.. the hell with all this cheap crap, I purchased two VPN routers about 100-200 dollars each and guess what.. They dont work... and they admit they dont work.. lol

Brett

 

Did I mention "China" anywhere in my post? I don't about the location of the company. I am talking from personal experience. MY brand new T61 crashed after 14 days and when I called IBM they were being very nice about the whole situation. The offered a new HDD to be sent to me and they even (honestly) suggested that I get my whole laptop replaced instead. Unfortunately IBM cannot process the return.

SO I had to *gasp* call Lenovo. After about two days of arguing and finally talking to the supervisor I was able to send in my defective machine. However, the supervisor was very nice.

Regardless, I will order another T61 today because they are still better IMO than Dell and the over priced MBP.

 

i did the lenovo backup and restore, that works very well.. a total of four dvds and I was able to duplicate my entire hard drive to the new one in about 2 hours total time

 

I agree that Lenovo has a quick shipping service (credit to the shipping service they employ) but worst repair service. Just to illustrate - I bought a T60 tablet in June and the fan started making annoying high-pitched sound when using in tablet or lap modes within a week. Sent the notebook back and waited for 3 weeks. They finally sent the notebook back in a haste after I expressed my intention of getting refund to buy another notebook. The notebook arrived with the same high-pitched noise, albeit not as loud, from the fan AND TWO ADDITIONAL PROBLEMS: THE TABLET AND FINGERPRINT SCANNER NO LONGER WORKED. IN ADDITION , ALL THE SCREWS IN THE BACK WERE LOOSE. 3 OR 4 OF THE SCREWS REQUIRED MORE THAN 7 OR 8 TURNS TO TIGHTEN BACK. I called the service and again inquired about the possibliity of a refund. This time I was assured that they would escalate send it back to the 'management repaire center' in a different location. The next day they sent me the box for shipping the notebook back with THE SAME ADDRESS AS THE FIRST REPAIR CERTER, THE 'NON-MANAGEMENT REPAIR' LOCAION. More than two weeks later, the notebook was returned with the fingerprint reader and tablet functioning but much to my chagrin, It has exactly the same high-pitched noise as the first 'plannar' they replaced, which leads me to believe they just put the original 'plannar' back and shipped it back to me. Furthermore, the notebook is now missing some of the screw covers along the edge of the LCD and they did not properly align the edge of the plastic lid before they put the screws back. Two repairs and 3 months later, I am left with a lemon (a $2000 paper weight) that's not fit for meeting or presentation because of the high-pitched noise from the fan. Tired of dealing with Lenovo and totally lost faith in their ability to repair, I have since bought another notebook for those purposes. To those of you patiently waiting to be the owner of the latest technology from Lenovo, my advice is that if you unfortunately get a lemon, it will take as long a wait (if not much longer) to get it repaired because they do not have enough parts supply even for the production line (hence the wait to begin with) let alone for service.

 

This was IBM, not Lenovo, correct? since the tech support is handled by IBM? Mine is to be sent for repair next week. I was told it'll be shipped back to me in about 7 business days. I hope they keep their word 'cause this is my only home computer and even 1 week w/o it is very hard on me.

 

I believe you mean X60?

 

I am Chinese. Also in China now. The thing maybe is not so worse as you thought. Chinese's wisdom and diligence make them more and more powerful.