Lenovo support = Aces!

I've now had two instances where I've had to contact Lenovo support.

One was with sales, I didn't even need to call for this one. I ordered my X220, and a few days later I read about the Barnes and Noble link, configured the same X220 and it came out to $78 less than what I paid for mine! I started a Chat session and told the guy my worries, and sure enough, he told me that he submitted a request to get me my credit. Two days later and I got an email that said the request was processed and approved. Huzzah!

The other was with tech support, had to call for this one. My DisplayPort isn't working with an adapter (worked fine with an HP Elitebook so I'm assuming the problem is the port, not the adapter). I was relieved when the automated voice told me I was being connected to the Lenovo call center in Atlanta, GA, not India (no offense to anyone from there). Half an hour later, and I was told that the part is in short supply so it might take a while to get it fixed, but that I will be notified by the technician when he has the part

I am sold on Lenovo support!

 

Thanks for sharing; nice to have someone share their good news once in a while.


Have a Magical Day

 

Yes, I like that they can give the better price you find within a short time after purchase. I wonder if this is unique of Lenovo?

Did you wait "half an hour" for someone to answer, or did you have a half hour conversation? (Both seem rather long)

 

Yet, today when I called them they tired to charge me for the little sticky pad on the bottom of the laptop (I only had the laptop for a month and 3 came off already!!)

 

This kind of funny because when I called them and was transferred to the Atlanta call center I was all excited, then the guy who answered the phone still had an accent so thick I could not properly converse with him. The guy in Atlanta seemed like a nice enough guy, but it was really frustrating trying to communicate with him. I really think being able to clearly understand and express yourself in the english language should be a prerequisite to being a call center employee. After about 20 minutes on the phone trying to understand one another he finally mentioned something about a local depot then gave me a URL to locate one.

Once I discovered the local depot's I called one of them, took my laptop in and it was quickly fixed. I was pleasantly surprised with the accessibility of the repair depots, I live in a small city and there were 10 within the city limits and many more scattered around just outside.

 

The conversation with the lady lasted about half an hour, sorry for the miscommunication

Was this through the "Find service provider or service center" link on the Lenovo support site? I did a search for my location, but I'm not sure which icons indicate that they will actually honor my warranty and fix my laptop (premium partners, resellers, national resellers, etc)..i'm guessing "Service partner"?

 

I've been generally pleased with Lenovo tech support. They always come through, and even above and beyond. They recently sent me a X220 to replace a dead X61s, under warranty. Even came with a new 3-year Depot warranty (sadly, no TPP like my last one). I'm a big fan of them.

 

The URL he gave me was Lenovo Partner Portal | Locator

There were many available sites from big companies labeled as "premium partners" all the way down to what appeared to be a small home run businesses (random depot in the middle of a residential neighborhood).
There was even a location in a small neighboring town that doesn't even have their own grocery store lol.

 

well as long as they can repair the laptop in a fast and effective way, then home run depot doesn't mean much (also if you are relying on onsite technicians whom should have less tools, then home run depot doesn't seem all that strange). Also, they tend to be more conscientious of what they do, as losing the Lenovo job would mean a big financial impact for these small businesses then for large companies.

 

Is Easy Serv a separate company (one single co.?)? And those local home runs a different thing? Why doesn't Lenovo repair its own products?

 

I think you took my pointing out the home business the wrong way. I saw this as a huge positive that Lenovo was engaging as many repair facilities as possible thus making it easy for anyone anywhere to have their Lenovo warranty serviced easily. Also I agree that small business owners tend to take more pride in their work than employees working for a big faceless company.

For Lenovo to repair their own stuff they would only be able to maintain a few large depots located in heavily populated areas so unless you lived in a major city you would have to mail away your system which is a huge pain in the and takes much longer.

 

EasyServ is just a marketing name not a company AFAIK.

Lenovo doesn't repair its own products as it is cheaper to contract out repairs. No computer companies maintain their own repair depots nowadays.

 

Does it depend on where in the world you are though? In the US, we service ThinkPads through IBM, and the IBM repair depot somewhere in the Carolinas is very good with their depot service. Manufacturers go their each respective depot, I don't deal with shipouts, but likely they could be contracted.