Lenovo technical support experience (blown wireless card)

Made my first technical support call to Lenovo today (that didn't involve a return), for a wireless card in my new C100. The boardcom thing started making morse code like noise, then it vanished from the network connections and showed a "!" in the device manager.

Called Lenovo, spent 4 minutes on the phone mashing 0, and finally got transfered to the hardware support line. Spoke to a nice woman who had me describe the problem, then issued a call #, and transfered me to the wireless department to further diagnos the problem. About a minute later had a guy on the phone who asked me a few more driver related questions, and then setup a shipment for a new card. No hassle what so ever (well, besides the broadcom card crapping out in class)

Total call length was 18 minutes, most of qhich was just kidna lost in the phone menu. Once I got hold of a person, the entire call went extrememly smooth.

You can't ask for better support. It appears that even the cheapest laptops they sell ($500), get the same support as the most expensive ones.

 

Good to hear! There was a recent write up in PC Magazine, an annual reader survey and Lenovo ranked near the top only behind Apple! Not bad, not bad all.

 

Oh thank god, it was just the card. Got the replacement in the mail today, installed it and it works just like before now

 

Yep, Laptop Mag gave it an A or an A+ YAY!

 

Yeah, my experience was similar. The DVDRW in my X6 Ultrabase was acting up so I ran a diagnostic on it. It failed on the DVD Linear test so I called up IBM the next day. The line was busy so I left my information. An hour and a half later, a man politely returned my call, asked for the FRU of the part, and after 5 minutes I had a replacement coming to me in the mail! Amazing.

 

same here. Had a slightly noisy power brick so I gave ém a call and explained my problem. Less than 10 minutes after I'd picked up the phone I had a new brick on it's way to me - no questions asked, didn't even have to bother about sending the old one back.

Normally you more or less have to give them some proof or something but when I told him about that he just told me he believed in me. I was stunned...I mean, whenever I try to have a hardware part exchanged (on the phone no less) I have to tell "X company" in detail about the 125 different methods (with results) I've tried in order to make sure it's that particular hardware part which is faulty. Yepp a big A for Lenovo in Sweden (though I think IBM still carries the service here). You definetly notice that Lenovo is bussiness, professional geared.

I called them once more regarding something which I can't remember right after I'd bought it and got the same kind of response. Very friendly and knowledgeable! This guy knew his ****. C'mon, hands in the air anyone who has called a support about a problem only to have them ask you to do things which you tell them you've already tried 10 times, and then they go all "uhhh,...aaaahh" , obviously becuase your problem isn't in their little handbook.