Very disappointed in Edge 11 + Lenovo after-care

I purchased a ThinkPad Edge 11 for my sister in Oct 2010 - it was a decision between buying the Edge 11 and the Toshiba Protege R700 (which I bought a few months previous to this). I ultimately decided that the Edge was the way to go... primarily due to two things (as the specs were quite similar): 1) reliability, and 2) what I presumed would be good support/after-care (as IBM ThinkPads are the business choice right?!)


From the offset we have had nothing but problems:

- The first machine that arrived would not complete the windows initial setup (at the last screen it just froze)

- After sending it for repair (not even having used it once yet!) it came back and would hang whilst shutting down (eventually this was fixed)

- And now after turning on there is *no* profiles available to log-in as... ie. she cannot log into windows. As she is a doctor and working in the other side of the country, I cannot help her with data recovery, windows formatting etc.

- She rang Lenovo support on Tuesday 11th Jan 2011 and they got her to do a hard drive test. She then rang back with the result of it the day after (Wed 12th) as requested, and she was informed that a new hard drive was required. (With her having to removing the hard disk and installing the new one herself?! - this I did not read in the warranty notes! I honestly thought the basic warranty would be return-to-base at worst!)

- The technical service representative said that the query has been escalated to a manager as the laptop has had quite a few problems already and someone would call her back the day after - no call/message/voicemail came on Thurs 13th as promised


This is definitely not what I expected from Lenovo - I thought Dell were bad with their infamous NVidia graphic card problems with my M1330 - but they redeemed themselves after giving me a 100% refund 3 years after purchasing it seeing as though it had just been laying in a drawer for the later 2 years of it!!


Right now my sister is using a GBP 150 netbook instead!

 

"no call/message/voicemail came on Thurs 13th as promised"

As seen this enough now that Lenovo has NO as far as return calls are concerned.

Renee

 

Lenovo support seem to be suffering for us none corporate folks. Lenovo needs to step up their game. Their ordering system is crap compare to rest of the industry and now it seems like they are also suffering from post-purchase support.