Who has had problems with Lenovo?s Customer Service?

Having had a disaster of an experience I've shared my bad experience here, only to have some Lenovo fanboys attack me acting like I'm the only one and being unreasonable.

Based on what I've read there are a lot of people who are unhappy. Feel they have been lied to. Some have canceled orders only to have items shipped and it cost them money.
People who have spent hours on the phone with CS trying to resolve some issue.

So this poll is to see how many are happy with Lenovo and how many are in the same group as I, a dissatisfied customer who will never order from Lenovo again.

Seems this is an important issue in the decision making process on which machine to purchase.

I can assure you that if I'd know this in May that I'd go thru so much hassle from Lenovo and have to wait until October I'd never have have even considered the T61P

 

MonsterMaxx, you need to relax. I didn't attack you - just your presentation of the facts. I clearly admit that Lenovo isn't right. They HAVE messed up. I'm just pointing out that your "vaporware" and "backorder since May" nonsense is a total twisting of the truth.

 

I ordered a T61p on 7/12. I got it on 8/14 or 8/16 - something like that. A month yes... on a machine whose ESD was 7/31 - however it said, when I ordered, that the screen would delay my shipment 3-4 weeks. 8/16 from 7/12 is 3-4 weeks. It was a pretty long delay, but well worth the wait.

 

i'd have to agree with ponicg
i was considering ASUS or Lenovo and Lenovo had the better hardware and I was willing to wait.
I'll admit I've been having troubles with them too but I won't escalate it until they send the email saying they have to postpone my order, in which case, I'll just cancel and get the ASUS seeing as how I NEED a notebook soon.

 

This is a good thread everyone should vote in the poll. However, the topic title might bring in more people who had problems then those who are satisfied with Lenovo.

 

I have to side with Monstermaxx. My Lenovo experience has been the worst customer service/buying decision of my life and I've worked in the consumer electronics industry for over 35 years. Companies that treat customers with the disrespect that Lenovo has demonstrated repeatedly, deserve to go away, and they usually do after some period of time.

 

I'm satisfied with Lenovo.

Ordered 8/2, ESD 9/4, recieved 8/13.

 

Well when you start making off the wall comments about chinese etc, what do you except. If you don't like Lenovo go somewhere else and take your unhelpful comments elsewhere -- they don't benefit anybody else on the board.

See:

 

I was pretty happy with my T-61...granted I ordered it so it wouldn't have any delays on it =] Ordered 8/12, shipped the 14th, got it the 17th.

I once did have to call CS with a shipping problem (mistake on my side) but they were really corteous and told me that all was well. I did have to hold for about 4 minutes though.

 

4 MINUTES?! THATS MADNESS!!!

Honestly, 'Lenblowvo' sounds just about as stupid as whoever types it....

...wait a second..

 

this forum isn't a place to attack people...
but i think that most people who have posted in this thread are satisfied / neutral to lenovo's service

 

In my case, I can assure you that I didn't attack you in the thread where I asked you to keep it down a notch, when calling Lenovo "communist schmucks". If it felt that way I apologize. I was asking you to be reasonable. Separate the issue from the nationality of the company, so to speak. I honestly think this whole "Lenovo is a Chinese company and hence they are to blaim for all ThinkPad problems" is getting very annoying and tiring. I find it to be an ignorant way of thinking. But there is a difference between stating one's opinion and attacking.

Just about all major electronics/IT companies are having components or products made in China/Asia, and today you cannot single out one country, when it comes to quality defects or bad leadtime. If you look at the supply chain process of many major cooperations today I'm sure you will agree.

As I said I can completely sympathize with you when it comes to your issues. It is only natural to be upset about your situation. I would be angry as well. However, in your case, I would probably just find another notebook and supplier. It may not be the optimal solution or fair, but it might reduce your stress levels. In all honesty, doesn't it get tiring having this negative thing in your head all the time? I know it would for me.

However I cannot respect the way you sometimes conduct yourself on NBR. Throwing names around and often writing in a bad tone/manner do not grant any respect in my book.

In the thread where I participated, you automatically assumed that I didn't have any experience working with Chinese and hence pulled the "I am superior to you and thus you do not know what you are talking about" card. Or at least that's how it felt to me. I'll let others be the judge.

Honestly, your comments do not lead me to believe that you have had major experience working with Chinese on any significant level. This I base on my experience with serious expatriate business people in China. Regardless of their opinion about China, they do not rant in an immature and rude manner like I find you to do sometimes.

Since you have had a bad experience, you have shared it with the rest of the people on NBR. Good. Thank you for that. It is useful and valid information. But I would prefer you calm down a bit. People tend to respect your message more if you do.

To answer your question: I have not had any issues with Lenovo's Customer Service. I am currently awaiting a response from them with regards to obtaining a set of Windows XP recovery disks to downgrade my Vista installation but it has only been 1 day from when I sent the e-mail. In another case they were quick to call me back after 30 minutes. So far no complaints.

 

Looks like Lenovo is taking a beating on ResellerRatings too.
I haven't added my comments yet...

 

Link the thread in which you described your full reason for all the hate.

 

http://forum.notebookreview.com/showthread.php?t=157971

there's the link to his full reason.

 

Look in the T61P shipping thread.
It's not hate. It's right and wrong. IMHO what Lenovo is doing is wrong, it's unethical and unprofessional.

Some users have stated that I'm the only one. Based on what I've read I do not think that's accurate.
Based on this poll 40% have also had an unpleasant experience. And that's even with all the Lenovo Lovers here supporting them.
Not quite as bad as GW's approval rating, but pretty bad.

ResellerRatings puts Lenovo at a 3.9 out of 10 with a national average of 7.5. That puts Lenovo WAY below the national average.
Would you not consider that sub par?

 

To your standards.

 

If you've had such an unpleasant experience with Lenovo, why don't you walk away from here and try to forget all of your misery... sounds like your are only content when you are griping..

 

he's just venting i guess and warning potential buyers of the bad customer service he has had with lenovo....understandable...but unnecessary to make so many new posts / repeated posts about it.

 

Not fair at all.
I was pretty solid in Lenovo's corner (after all, I spent a pretty big chunk of money with them and have waited for 3 months already) until this big FU they gave me. They screwed up and haven't fixed it. I'm still in limbo. May keep it (if the machine is great) may flip it and make a few bucks for my grief.
Lenovo knows what they need to do to make this right and they are choosing not to. They told me it was my right to file a grevience with the BBB and to tell others of their behavior. I'm simply expressing my right.

I hate having to gripe. Why on earth would that make me content? That's a stupid accusation. I have way better things to do with my time and certainly don't need the stress.

People are asking questions about availability and quality and customer service. I'm simply answering the question with honesty and disclosure. Hopefully I can save a few good people the grief and lost productivity.

 

thanks for the info Monster....honestly we appreciate your warnings.
but i'm pretty sure people who are ordering the thinkpads know that they'll have to wait a bit (a long time even) before it ships.

 

Depends on the configuration and timing.
Some components are in very short supply.
My components were aplenty, so I've placed my order on 07/04, it shipped on 07/06, got delivered on 07/08.

 

This will not be a very accurate poll.

How many people who are happy with Lenovo's Customer Service are going to open a thread with this title? The title suggests that the poll will be about existing CS problems or an investigation on the number of people who have had problems. If you want to compare between positive and negative CS experiences, change the title to something more neutral.

 

My experience (detailed at: http://forum.notebookreview.com/showthread.php?t=170612) consisted of being lied to and having my laptop and money stolen by Lenovo.

The higher ups at Lenovo (Tony Bumarch[[email protected]] and David Churbuck [[email protected]]) have gone out of their way to completely ignore not only my particular situation, but also the circumstances that led to my situation - ensuring that the events leading up to my situation will not be addressed and will therefore plague other customers of Lenovo.

The lesson in all this? Don't trust the initial information you're given by Lenovo Customer Service, as theres a good chance it's not correct, and if you go about following incorrect instructions and it ends up screwing your order up, then Lenovo will blame you for it.

 

Stop crossposting and resurrecting old threads.