My Experience with Tech Support

I recently got a X61s, but the ac adapter buzzes with plugged into the laptop. Another thing was I bought it with a 2 year warranty and on Lenovo's site it only showed one year.

So I called in on this past Sunday (awesome 24/7 support), I was on hold for about 5 minutes and then before connected I was informed that they are at Atlanta GA. I asked about my warranty first, I had to be transferred to another department where they handled warranties, but the nice thing was I actually was introduced by my CSR to the person at the warranty department, I had to send her my email invoice proving that I did purchase a 2 year warranty. After that's all sorted out, she transferred me back to tech support so I could get a replacement adapter (again I was introduced by them, very nice thing to do), I told him the problem and he said a new adapter will be sent to me and I can just put the defective one in that box and ship it back for free. And by the time I got home today, a package from PA was on my door step.

Overall amazing service.

 

This is not the usual customer service that we have seen from Lenovo. Maybe they are getting better?

 

I experienced this same level of CS when I had a keyboard issue and when I had a price adjustment to process and when I wanted to know what the status of my order was before it shipped. I have had many good experiences with Lenovo CS, and i am sure we are not alone.

 

Atlanta GA tech support is usually on point. Its when you get routed to India that the quality seems to take a drastic dip. This is in my experience of course, but Atlanta has always been good to me.

 

Any way to connect especially to Atlanta ?

 

Call during normal US business hours and cross fingers.

 

I have heard bad things about the tech support from India. No offense to East Indians.

 

Unfortunately, the Tech Support reps in India are only reading scripts and do not have any autonomy.

 

>.> Yah I dealt with Atlanta when I had my repairs done. The first parts got mixed up by UPS, so I just called them up and the second shipment came directly to me, they never even asked about the first shipment O_O'. This is the number for tech support in Atlanta 1800-426-7378. I never talked to someone in another country even once.

 

I think the tech support is still handled by IBM. I presume that's why it is SO good !!!

 

They do, but after hours the calls are routed elsewhere.

 

I have experienced the tech support for laptop (sony, IBM, HP, lenovo) in china, a few years ago... believe me, that's perfect... not sure how's that now...