Lenovo's Incompetent Business Support for Thinkpads

I have an existing support case with Lenovo Australia, P4S81T6, which has taken an unreasonable amount of time in seeking a resolution. I recently dropped my X300 and filed for an accidental damage claim to have the laptop case and DVD drive fixed. After sending the notebook in on the 2nd September, I was literally left in the dark by Lenovo and IBM. There was no electronic system provided for me to track the progress of my repairs.

The first rep I spoke to informed me that if the notebook took an unreasonable amount of time to be repaired, it could be filed as a DOA as Lenovo/IBM has failed in its attempt to get the laptop repaired.

After repeated calls the following week, I've only been told that the laptop is under the charge of Solectron, the authorised repair centre, and that IBM is unable to provide me with further updates and that they will have to e-mail the service centre on this issue. Again, I received no further response or updates beyond that point, so I highly doubt anything was done following the phone call.

Approximately 2 weeks later, I filed a complaint to escalate the case as no one at Lenovo nor IBM got back to me. Again, no further attempts were made by Lenovo/IBM's customer relations to inform the customer on the cause of the delay. After an urgent call was made on the 19th September, a tech finally responded and informed me that they are waiting on a lid assembly. Ironically, I have ordered the exact same part and have received the part within a week. I have also ordered another X301 for a friend and that notebook took 1.5 weeks to arrive. It is complete nonsense that the notebook is waiting for parts to be serviced when replacement parts are indeed available and can be shipped urgently from the US warehouse.

Lenovo and IBM's service has been very poor in this regard. All the Lenovo/IBM reps I've spoken to, Andrew, Min Nion (not sure about the spelling), Adrian and James have failed to provide me with any resolution besides the standard generic line "Your laptop is in the service centre. We'll e-mail them to find out what the hold up is". IBM/Lenovo has offered no official apologies for the delay and does not even attempt to address the customer's concern seriously. One of the reps even AGREES that HP offers better aftersales solution than the messy IBM-Lenovo arrangement.

By contrast, both Dell and HP Australia are more accomodating and have actual reps who will genuinely handle a situation like this and offer a resolution for the customer. IBM's response has been pathetic so far. The X300 is a premium business product, but I have received a support level that is WORSE than that I get from consumer PC aftersales.

It is my intention to highlight this so others are aware of Lenovo's incompetence that is utterly SHOCKING for a business grade product. I buy a business notebook expecting business class support, but Lenovo and IBM can't even provide such a basic level of service. It has been more than 3 weeks and I still do not have a functional notebook returned to me. Lenovo's incompetence means its customers suffer significant downtime.

 

YEah, yeah...they pretty much suck. View other posts I've made on the topic(I can't search for them). Three weeks ago, I received my T400. I still haven't fully gotten it to work and it's been back through the mail getting fixed.

I strongly suggest everyone kick down the extra few dollars ($50 or so)for at least first-year on-site support. You probably won't need it, but it could save a lot of potential aggravation as you'll be talking with a local person, fixing your machine.