Praising Lenovo customer service

I thought I'd share my roller coaster experience with Lenovo

April: I purchased my first Thinkpad X61 from US Lenovo (i'm in Canada). The PCMCIA slot was extremely tight and it was difficult to insert and remove pc cards. I br

June: I brought the laptop into my local IBM certified repair center. The system board had to be replaced as the PC card slot was soldered on. Took 2 weeks to repair as the system board was backordered. After receiving the laptop back, I discovered the VGA output was not working, the Bios battery was dead, and the TPM security chip already had a previous owner. I complained to Lenovo and was directed to the Customer Complaint department. The CSR agreed to do an Onsite repair as I can't afford to have no laptop for another 2 weeks.

July: The onsite technician came to replace the system board. System board was working, but he order the wrong one! He brought a system board with an older C2D chip, while mine had the T8300 Penryn chip.

Early Aug.: Second onsite technician came with new system board. Brought the correct system board this time, but it was defective!. During every boot, it gave a "Fan Error"!

Basically, my 4 months old laptop had been completely dismantled and put back together 3 times!

I spoke to the CSR in complaint department again and told her that I think it wouldn't be unreasonable at this point to request a replacement with a new laptop. I was upset with the poor quality control and was concerned about the structural integrity of the laptop and didn't want to go through another repair. The CSR agreed.

October: still waiting for my replacement laptop. The CSR informs me that the X61 parts are now hard to come by so they are sending me a X200 (see specs below) and they would upgrade my 1 yr standard warranty to 2 year onsite. (yay!) I informed her that my X6 ultrabase that I have won't be compatible with the X200 and she agreed to exchange it with the X200 ultrabase. (double yay!)

November: I have now received my X200 and the ultrabase and both are working great!

I just wanted to share my story with everyone here. I have experience both the negative and positive sides of Lenovo. The CSR was very polite during all of our corrospondances and was very helpful. I can tell she sincerely wanted to rectify my prior bad experience. If things did not turn out as it did, I probably would have turned my back to Lenovo for good. But it was there dedication to customer service and satisifaction that restored my confidence in Lenovo again!

 

Sound Like Lenvo Did Great

they Had Grat support on my x61t too when hard die

sent me replace hard disk and recovery disk no issues


I aggree Lnevo custome Services seem be pretty good

 

Oh cool, I remember you saying you were going to get an x200. Concrats.

 

If I had an experience where it took seven months to get a working laptop I would be livid. Of course I would never actually reach that point since I'd just buy something else...