Lenovo customer service: terrible, be aware of

Helo folks, I want to share my consistently negative experience with lenovo customer Service.
I called them 3 times. Here is short description of each call.
1. I had little problem with wireless connections. Representative refused to look at it upon service contract covering only hardware issues. I checked it later, nothing about it in a warranty contract.
2. I noticed that my registred sale date was wrong in Lenovo System. When I called and informed them - they not only did not beleive the copy of my credit card statement, they made me to go to the store 6 months later and get a copy of purchase receipt. It was already after I bought 3yr. of additional warranty. Nice way to treat your customers, a?
3. I called them with the problem about little pointer red button which started falling off from the keyboard.
I was on the phone 3 hr. Spoke to 3 levels of managers. Each was giving me different lie about:
1. this item is not covered by warranty. When i asked guy to point the warranty on internet and exact place which he used for his argument, he admitted he.., well..., lied and this is the company policy not to cover this part.
2. After it, his manager told me they do not have part # for it that's why they can't issue replacement. I requested his boss to pick up the phone.
3. Next guy was very nice and admitted that this is a company policy to satisfay as little replacements as possible but nevertheless agreed to send me 3 buttons.
And we were discussing $1 part...

I think their mentality will soon bring them to the same downfall as Dell. I think eventually Lenovo will succeded in upsetting their customers who will stop buying their products.

 

wrong registered sale date? Your problem sound like mine...

The trackpoint can be bought on ebay cheaply, no need to waste your time over them.

 

I bought my first Lenovo (t410) couple months back and i think that was my biggest mistake.

1. Have gotten BSOD once/twice a day, but the problem was fixed with recent driver updates (finally).

2. It would freeze randomly. Currently sent out for a repair.

3. Tech support guys seemed to have very little knowledge.

Once, I get it from the repair, I will be selling mine.

 

IBM Technical Support are nice. Shipment to Hawaii is very costly but they would always ship them via UPS 2nd Day. I'm not sure if they still handle the Lenovo issues. I called them about two years ago.

As far as Lenovo customer service, I didn't like it either. It took me two weeks to get it shipped because my billing address and card address didn't match and I found out when I called them. I didn't receive any notice.

 

I agree about trackpoint.
However it's not the point. The point is their arrogant attitude which encourages cust. service employees not to satisfy customers when but treat them as adversaries.
I bought HP desktop. When I called to HP for don't remember what for, representative quickly offered pc exchange. I even asked: do you have enough reasons offering me that?
Her answer was: here in HP customer is always right.

 

In my experience, if you start moving up the complaints chain Lenovo gets more responsive. However, I agree that they need to change their game in so far as CS is concerned.

 

That's unfortunate you've had a bad experience. Maybe mine was out of the norm, but I recently had my screen replaced under warranty and the service I received was great. I was on the phone for less than 10 minutes, they sent a repair box the following day, and I had my notebook back with a new screen within a week.

I just wanted to put it out there that Lenovo customer service isn't always bad.

 

Lenovo has directed IBM Service to replace something only on failure (provided it is not user induced and coverable under the warranty term). So the technician has to ascertain that your system or parts have failed before suggesting repair or replacement.

Regarding the trackpoints, this is a purchasable part, but not a directly replaceable part.

 

I have absolutely NO complaints about Lenovo service. When my T61P has needed warranty attention lenovo has promptly supplied it. Service has so good that I just renewed my 3 years of warranty and I'm happy that I did.

Renee

 

Every time I've dealt with Lenovo's Customer Support/Service they have been wonderful. Answered all of my questions to the "T". However, my T61 has never (knock on wood) needed any kind of warranty service as of yet (nor will it, since my 3 year on-site is up this year). However, I would image that they would also have excellent service reps as well to handle any kind of issues with your Thinkpad that you might have.

Again, sorry to hear you've had a poor experience, I just think that the majority of us has had positive experiences. (Well, other than the long "on hold" waits, but you'll get that with any big companies today).

 

Every time I call Lenovo customer service I get transferred to a guy in Bangladesh or Malaysia who speaks in a non-human tone, and always answers in "There's nothing I can do, is there anything else I can help you with."

 

I think people are talking about two different things here.

Lenovo customer service is horrible. They are your typical outsourced help that have no power, poor grasp of English, no sense of responsibility, and will straight up lie to you.

IBM technical support (warranty service) is good. Fast and easy service.

 

I don't know if I was speaking to Lenovo or IBM, but when I ordered my X200T in November last year, they called me up to tell me that I had chosen a normal screen instead of a capacitive screen and asked if I would want to upgrade to the capacitive screen. Of course I accepted, but I thought it was particularly nice of them to call me up about it. (At that point I think the Australian store was slightly out of date and had the old "multitouch" screen option up, not the enhanced multitouch)

 

Maybe ooXXoo,

All I know is that I have gotten repairs of the top when I didn't ask for them. I have purchased Computrace. I was hospitalized for a year and they recovered my computer when I was hospitalized. Had I not had computrace, I would not have a lenovo now or certainly not the T61P I had.

Renee

 

No its not

 

ggolub: Which country are you from?

I think you should share more details than that, by e.g. linking to your thread about the R400. I think you should also mention that you are referring to support in Latvia as most users on this board are from the US.

My own experiences with Lenovo/IBM warranty support in Scandinavia and Thailand have been very good. I believe I have had more than 10 different cases opened with them over the years and each case was solved satisfactorily.

 

This thread should probably be locked. I have the exact opposite experience. Lenovo support was great and IBM warranty support sucked.

But what does that prove?

 

That probably means that nothing is constant and things change or may vary.

Sorry, here it is:
http://forum.notebookreview.com/lenovo-ibm/526468-r400-quick-overview-build-quality-experience.html

Thought that I dont want to repeat myself all over again, but little information could have been good, I agree.

 

The only proper way of evaluating Lenovo's customer service is to have a distribution curve based on customers feedback from a large sample done by an independence customer satisfaction research company.

For all we know is that you are ain't happy, however you could be in the bottom 1% who are unsatisfied with their service. People should not jump to conclusion based on one experience, you might be just unlucky.

It is usually people who are not satisfied that are like to make a thread or complain about it, thus produced statistical bias.

 

Thats true, but either experience should be posted about.
And I rather believe you folks at these forums than buy into reading stats at engadget

 

Truth be told, positive opinions may also be biased (top 1% for instance), though I agree it's much more likely that negative opinions will initiate a thread. After all, as customers, we expect a helpful customer service and take it as a given. Nobody will start a thread because their PC arrived in one piece or in perfect working order, you know? Or because Lenovo replaced a defective part under warranty! But apparently this is not always the case and everybody should be aware of that. Negative experience threads provide a venue for others to side with or counter OP's experience, provide suggestions, etc., and this is quite useful for everybody IMO.

Certainly the purpose of such threads should not be to scare others off, but instead try to find alternatives and solutions.

 

I had the keyboard replaced on my T400 and the people at the Atlanta center were very courteous and prompt. They didn't give me the third-degree or inundate me with questions. I even told them what model number of keyboard I wanted and they sent that to me. My T400 has been *knock on wood* just a solid machine (it's 3 years old) that I have not had anything else to call them about! I have heard that if you get the call center overseas (outside the US) that's when there is a problem.