My recent experience with Lenovo customer service

I first ordered a T60p on Dec 7th, 2006. Then I found a better deal so I cancelled the order and ordered a new one. Lenovo then charged me for both computers and sent me both.

There was a glaring dead pixel on one of them, so the customer service rep told me to open the other computer. That computer had a great screen but the keyboard was wobbling inside the chassis. So Lenovo set up a return for both of them and an exchange for one.

It's now two months later and I still don't have a computer. I had a URL to check the status, and it changed from shipping January 25th to February 7th. The funny thing is that now the system says that there is no such order number.

I can't get ahold of anybody at Lenovo. The customer service reps I was in contact with have pretty much ignored me except for one, but the response isn't always timely like it should be. I'm just about fed up with this whole process.

One of the reasons I bought a Thinkpad is because of the supposed superior quality, except that I received two lemons. What are the chances of that? The other reason I ordered one is because I thought they had exceptional customer service. If ever I needed a replacement computer... I thought IBM/Lenovo was the best in getting one to the customer ASAP, and I definitely need a reliable laptop for business meetings. If ever I have a problem with the computer and need to send it back for repair or replacement, I really can't afford to wait 2+ months. I don't even have the first one in my possession now.

I don't know what to do, although I'm thinking of going with a different company that'll take care of me a bit better.

 

I do find that a very unfortunate circumstance. All my tangential contacts with IBM/Lenovo support have been impressive.

My roommate freshman year (2 years ago) had his back-light go on his T-series and they had it back to him within a few days. My roommate this year had something on the motherboard go and sent it in without hard-drive or RAM and he was out his laptop less than 48 hours. Part of that is that the vast majority of the professors here use Thinkpads, quite possibly as their primary machines and clearly can't afford to be without them for long.

Part of it is that their tech support might be awesome, but it sounds like you're dealing entirely with customer support, a difference I've had make evident when dealing with HP recently.

 

Well, Lenovo is known for a sturdier built product, but not necessarily service. If I was looking for the best possible service I'd be checking out the Asus resellers or something like a Dell or HP with onsite service contract options.

 

An update to my situation with Lenovo. After not being able to access the order status, I gave them a call this morning. Apparently the order was cancelled, and I was definitely not notified. They just cancelled the order and would probably keep my money if I didn't have a problem with that.

The supervisor I spoke with placed a new order for me, but I wouldn't receive that for another month at least. I'm cancelling the order and I have no plans to do business with Lenovo again. These turnaround times are no good, and the lack of attentiveness i'm getting (or not getting) from the company is definitely not the way to keep customers coming back. It's unfortunate that a product line with such a strong track record is being fumbled by the new owners.

I still need a notebook, maybe I'll try an Asus. Actually, any computer will do I just need one in my possession after I pay for it.

 

I'm canceling my order with Lenovo, because I found Asus V1JP with better features and I saved 400 dollars.

 

Hey guys, I am in a similar boat. Ordered on 12/13/07 and they shipped me a box of parts. Not kidding. I have been fighting with them ever since to get my money credited back to my card and actually have the parts placed within my machine.

 

Bigwormie, I cancelled my order today and I think I'm done with Lenovo. The Asus V1JP is a pretty nice machine. I'm actually considering the Asus W2PB but it's a bit expensive. Anyway I was hoping to have a nice Thinkpad to tote around with me but I guess not.

 

When I about to call to cancel my order with Lenovo I received some emails... OMG! My stupid sale representative didn't cancelled my original order. Now I have two orders shipping out already. Because, I changed my original order from 1 year protection to 3 year protection, thus they need to make another new order, but not my problem.

Ridiculous and there is more to this story for another day.

I'll be watching my credit card for charge of $2,756.23 and another charge of $2,884.03.

 

That's what they did to me, they shipped two originally after I cancelled the first one.

 

Real crack team of experts they have there at lenovo. A group of untrained monkeys could do a better job (not building the machines but selling them and getting them into customers hands)

 

nevermind !

 

If I may suggestt, hound them everyday until they give you the answer that you want. I mean really, you are the customer, the customer is always right. Hassle them because it's not your fault that they made shoddy equipment. I'm going to forward your comments to mynotebookreview.com (they communicate with manufacturers) and hopefully you'll get a response soon. if you like, you can register at mynotebookreview.com get a new computer as a prize; all registrants are entered to win.

I hope that helps. Let us know when Len takes care of the problem.

 

It's fine with me to copy my comments to mynotebookreview.com, but please get my name right. It's klezmer41, there is no "s." I don't expect to hear back from Lenovo on this, they have absolutely terrible customer service. They also just fired about 1,400 people in North America. I'll sign up for your site.

 

I have mixed impressions of the customer service. As long it's about hardware the service is excellent, but as soon as you get problems with the included software, the security solutions they don't make much of an effort, if any, to help you, unless you make them.

The Password Manager, the function that logs you in to password protected sites, interacting with the built in security chip, crashed my IE7 repeatedly.

At first the support person simply said that Password Manager "apparently" wasn't compatible with IE7 and he could or would not do anything to adress the problem in any way. He just said that they provided no support what so ever for such problems.

Since Password Manager is delivered with the computer, and in my opinion should be included in their support commitment as it is dependant on the security chip I persisted and insisted that there must be someone responsible for these issues.

The support number goes to IBM, and he said I could call Lenovo, and also that they probably just would forward my call back to IBM, which they did (surprise).

This time there was a new support person who at first refused to adress the problem in any other way than saying that "we don't proovide any support for this". When I asked him to forward me to his superior (not to complain about him personally, simply because I wanted to get some kind of complaint noted about the organization of the support) he made an effort and asked around with some "expert" nearby. He also made a "case" out of it and gave me a case number.

So I finally got some help, so I could download the latest Client Security Solution from their web site, quite a lengthy process since I'll also have to download and install the latest Rescue and Recovery. We'll see if it works out.

So.., in my opinion an answer like "I don't know" or "we don't have any support for this" or "try google" isn't really an acceptable answer from any self respecting support organization, and when you buy a Thinkpad this seems to be what to expect if you run into problems.

Not too surprising perhaps, since these security functions seems to be quite complex, with many separate suppliers shuffling responsibility away to someone else. I no longer wonder why so many TP-users deactivate the security functions, but it shouldn't be this way. These functions were one of the reasons I bought this computer in the first place, they should take more responsibility for these functions at the end user.

 

I received a new X60 Tablet in Feb. Really loved the machine, great digitizer, fast, light. Just what I wanted. But the screen went bad after a couple weeks--bottom third jittered. I'd paid for the onsite service, because I'm so dependent on my tablet (this is my third one). First IBM repairman left it unusable. Second one took the machine in for repair. Six weeks ago. They claim they just can't tell me when it will be fixed. I've demanded RMA and refund. No cooperation. To say I'm unhappy would be a massive understatement. I've ordered a Fujitsu (my first two were Fujitsu and I always got great service from them). It will be a long time before I'll look at Lenovo/IBM again.