Lenovo/IBM support - first impressions

Many non-Thinkpad owners read this forum in order to try to get an idea what they might be getting themselves into if they purchase a particular brand notebook. For that reason, I'm posting my first impressions of lenovo/ibm notebook support, and contrasting it with my experiences with Sony's notebook support...

Some of the items here might seem silly, but they matter considerably when your having a problem. (ie: the support person really should speak the same language as the customer.)

Sony call reason: needed a replacement AC adapter for a known issue.

ThinkPad call reason: wanted to know if the diskeeper bloatware could be transferred to a full Vista Ultimate installation. I also wanted a physical copy of the recovery disks in case I was too lazy to burn them myself.

Sony call hold time before speaking to a human: 27 minutes

Thinkpad call hold time before speaking to a human: 4 seconds

Sony native language/country: Not English, from the phillipines

Thinkpad native langauge: English (with a southern accent), from Atlanta, GA (USA)

Sony number of call transfers: 3

Thinkpad number of call transfers: 1

Sony total time of call: > 3 hours

Thinkpad total time of call: 5 minutes.

Sony resolution: none. I hung up over 3 hours of hold time and called back the next day to scream.

Thinkpad resolution: complete - can only transfer the diskeeper license if I 'update' from vista business to ultimate - but not if I do a clean install. They also submitted the order for replacement recovery discs.

...
other thoughts:

The thinkpad support lines are open 24/7, while the sony support times are limited.

The thinkpad support automated phone menu's are more confusing as there are many more support options.

It was an extreme pleasure to talk to someone in my native country even on the weekend... I was bracing myself for the "out-sourced out of country" call center.

 

I used to work at the Sony Tech Support call center back in 2001 (VAIO group) which is located in Fort Myers, Florida. I read and heard that they were planning a major reorganization or possibly closing down the call center all together. The last I heard they received a reprieve from Corporate and are still in operation.

Each call center handles a certain type of call. You may have been transfered to the spare parts call center which if memory serves me correct is on the West Coast. Also to my knowledge all Sony Call Centers are still based in the US.

It's good to hear positive experiences from Lenovo Tech Support.

 

Shootout reviewers like CNET should include an evaluation of technical support. Take a common issue, making the call and measuring wait time, transfers, understandablity of the people you're dealing with, resolution, etc.

If they can be subjective it'd be interesting to see

 

they all say that call centers are in USA but when you call them , they speak Enlish with foreign accent like I do. I also called lenovo tech. The rep had an indian accent. They might be recent immigrants.

 

Unless things have changed all Sony Tech Support Call Centers are still in the USA.

 

I disagree. There's no doubt in my mind that when I called Sony's tech support, it was NOT in the US. The first hint is the noise of the phone connection - sounds like low quality VOIP. The second hint - which was conclusive - was me asking him where he was located.

This was for a tech support call placed at 7:50pm ET on 4/4. This was the first tier of Sony's notebook support. It was that night that I pledged never to buy another Sony notebook again...

 

I don't want to give the impression that I have anything against support being out-sourced to other countries - IF they speak the language of the caller fluently. It's completely useless to call a support line and not be able to understand what the engineer is saying. Unfortunatly, my experience indicates that this isn't the case.

 

It must have changed then because when I worked at the call center in Ft. Myers we handled all VAIO desktop and notebook calls 365x24hrs a year.

 

I'm pretty satisfied with lenovo service.

Once I had a problem with my lenovo 3000 n100. I called to arrange the pick up today at 6pm, and the next day when i got home in the afternoon, the laptop is already at my door! and the problem was fixed. The speed was crazy. Only 1 day, repairing and shipping... can't imagine that.

 

I know hardocp checks tech support in it's reviews all the time, quite interesting to say the least.

 

They haven't reviewed Lenovo though