Worst Experience Ever.... Can Lenovo really be this bad???

I thought I would share my experience with everybody (sorry its so long), as I used this board and Lenovo's site (where I have posted the same message). I thought it only fair I give back and post my experience and thoughts.

I spent about 3 or 4 months reviewing notebooks and waiting for the right sale to come along. My ideal notebook was the X301, but due to the crazy high cost and little to no deals on it I had to pass it up, I ended up with the X300, as a week or so before Christmas Lenovo decided to give some great discounts on it. Before I got that I was thinking I would end up with a T400, which I think is probably a great option still. I have been a fan of Lenovo for some time now, I have used T30, T42, X61, T61 for work for over the past 6 or 7 years. To take it a step further of how much this story is going to slide, I should also mention that I work for a major corporation (Fortune 500) and I actually and one of the decision makers on which computers we purchase and I handle those relationship.

I spoke with multiply Lenovo rep's about Lenovo's price match policy and return policy, so I have a good understanding. Lenovo will match and credit you the difference if the price drops within 21 days of purchase; and if you want to change or cancel your order BEFORE the item has shipped you can do so. With that knowledge I went ahead and pulled the trigger on an X300 and I started watching and following closely as to when I would get my new laptop as well if any price difference.

Then it happened, the price dropped and a discount was being given on the X300 that made my system almost $200 cheaper at the same time I saw that the price on the T400 had dropped to its lowest price in months. After a day or two of waiting I called Lenovo (before my laptop had shipped) and asked them to please cancel my X300 and I would instead purchase an T400 and I also decided I would purchase an S10 (both for roughly the same price as the X300). The FIRST call I made the sales rep told me there was some issues and he could handle it for me but would have to call me back. After hearing nothing I called the next day and again requested the same thing, only this time I received and answer that shocked me. I was told that I could cancel my order BUT they would have to charge me a 15% fee, even though my order had not been shipped yet. I asked about the policy and the sale rep said that is all he could do and if I wanted he would escalate my call to a manager and I would get a call back. Never happened. Two days later my X300 was shipped out and I still called Lenovo stating my case and all my previous conversations, but due to the rep would simply state that I could return the X300 but a 15% fee. At that point I had come to terms I would take the X300 but now I needed to get the price match. After making another call, I walked the rep step by step through the site to show him the price on the exact same configuration and how it was almost $200 cheaper. He said that he would submit a request and in 7 to 10 days I would see a credit on my credit card. During that same conversation I told asked the rep since I have not received my laptop can I still purchase an extended warranty, he said not a problem and submitted a request and that I would receive an email confirming the purchase and see the charge on my credit card.

After watching the UPS tracker my X300 finally arrived, the first thing I noticed while unpacking it was that there was no Vista Business CD/DVD (Systems was configured with XP Pro). Maybe a simple mistake, I'm sure a simple phone could resolve it. After starting the system and going through the initial startup the system had to restart, upon the restart an error popped up. Strange since it has was only been turned on for less than 5 or 10 min?? I then thought with no backup/recovery DVD I should go ahead and create one using Lenovo's nifty toolbox system... guess what? After a number of tried the DVD burner would not work, not with DVD's or with CD's (trying almost every format and multiply brands). I still decided to move on, I then wanted to start to configure it to my home network, everything was going great until I tried configuring the Bluetooth components. I tried anything and everything I could think of, but still no luck (yes, the system was ordered with Bluetooth PAN installed). So now I am excited because I get to call the famous IBM/Lenovo tech support.

With my first call the rep could literary not speak legible English, it was so bad I had to ask politely to be transferred to somebody else, and guess what? He decided to just hang up on me. Ok, so I call back and its a slightly step up, I explain there are two new problems and the system is literally less than an hour old. So here is what genius one had to say, first with the error message... I need to reinstall XP as not all the system was loaded. Before I say how that ended, we worked on the Bluetooth and the DVD burner situation, I told him that I don't believe the Bluetooth module was ever installed from my testing. We went through about a one to two dozen steps and testswith both the Bluetooth and DVD burner and his response.... It appears there is no Bluetooth chip installed in your laptop and you have a faulty DVD burner and the only way to get them fixed will be to send them to Lenovo which will take 4 to 5 weeks!!! Now back to the XP problem, after I was told I need to reinstall XP I asked him how since I never got any back up/recovery CD/DVD and I could not even make one and never getting a DVD to upgrade to Vista Business. His response... sorry to hear that, you need to call sales and they will get it to you.

So, I now have to call back and speak to sales, went through everything and guess what, I have to PAY to get the XP disks even though Lenovo didn't install it properly BUT he will send me the VIsta Business one. He said he would but in a request and it should be sent out in the next 3 to 4 business days. Still no confirmation on that yet.

At this point I am loosing my mind and I am most seriously regretting not taking advantage of some of the other great discounts from the #1 and #2 computer companies. But that would require me to eat the 15% restocking fee, so I deal and I call and try to keep things moving forward. After a few more calls I am told that my situation is being sent to a high level manager who will return my call in 24 to 48 hours. We are now in over 120 hours and NO CALL!!! I just got off the phone with a rep and apparently they only have 2 of my calls on record (not including the tech support) out of the 9 I have made.

So where am I? I have a brand new laptop that runs with errors and will not run office because of them. I am owed almost $200 and there system says I only am owed $70. I am still waiting for the Vista DVD. I have no Bluetooth and need to send it in for review and repair and will be without it for probably a month. I have been trying hard to be able to purchase the extended warranty but nobody at Lenovo wants to sell it to me.

I finally gave it, spending a significant amount of money on a computer should not be this much of a horrifying experience, I called and asked for a return authorization. I am going to decide over the weekend and go with it, I mean should an experience really be this bad? All the calls and things I was told would happen and be made, not ONE has happened, NOT ONE!!!!

So my advice to Lenovo, give Sprint a call, ask them how having bad customer service can ruin a good product. Ask them how it will destroy your business and drive all your customers to your competition. Oh, and as I mentioned earlier I have meetings next week about purchasing anywhere from 2000 to 3500 new laptops. Guess who is going to suggest we explore other options and other vendors?

My advice to anybody that has managed to read all of this, RUN do not walk past go. I am not saying don't buy Lenovo, but certainly know what you are getting into. And one last thing, the reports or posts about the screen not being that good on the X300, not true, I think its great and love it!

Also, curious to see if Lenovo will keep the post up or take it down.

 

All I can offer is heartfelt sympathy.
Terrible expirence for you. If it helps at all I have seen a couple of other Lenovo nightmares ( all other companies too)
but they have resolved them and shown good service. I hope the same happens for you.
Best of luck.

 

Wow—sorry to hear about your useless Lenovo experience. For what it’s worth, I am very pleased with the product, but Windows was also generating near constant errors a few hours after I started up my new system and performed one of the automated Lenovo system updates. Truth is I planned to do a clean install all along and once this was done this notebook, along with the T61 keyboard Lenovo shipped out for free due to poor QA, became the best one I’ve owned to date (and I’ve used dozens of notebooks over the years).

I hope you get this sorted out satisfactorily.

 

Other than removing the ethnic slur that you repeated here as it violated our forum rules (not sure about NBR's), I left the message up. If you did as much research as you claim, you should have seen any number of messages posted there that were far worse rants than yours, so I'm not sure why you think we would have taken it down.

 

When I called Lenovo(about a broken HD) I spoke to reps from down south and they spoke perfect English. I was super happy after dealing with the dell reps. They sent me my disks in 2 days and hd in 2 days. Sorry to hear about your trouble.

 

Yeah, Nonny, I have to agree with you. I couldn't disagree with lenovo and I couldn't find much that they had done wrong besides having an agent with a heavy accent.

Renee

 

Really? I keep forgetting how sensitive everybody is and how some things can just be taken out on context. So I don't hurt your feelings, or for that matter the feelings of anybody else I have removed it so you can now feel better and know that everybody is now forced to get along happy

Out of EVERYTHING that I write, that is what you decide to comment on and focus on? What about how awful Lenovo treats their customers? What about how if they do not change this practice they are going to drive away their customer base?
But I suppose you are right... you did pick the right points to comment on. Way to go, I am glad to see what the priorities of this forum is, lets protect the companies and drive focus away from the real problems!

 

Really??? So my experience is something that should be accepted and that is what I and EVERY other consumer out there should expect? This is what customer services has come down to?

***So let this be an OFFICIAL, notice endorsed by Renee, that my experience is the norm when dealing with Lenovo and if you have any dealings that are similar, TOUGH, deal with it, because this is the acceptable level of service that you have to live with***

I really don't want to spend the time to go look at all of your posts but I certainly hope not ONE of them you have anything negative to say, not ONE you complain about ANYTHING, because frankly you should just accept what you are given..... right?

 

I am sympathetic to all the troubles you've gone through with Lenovo, and hope it ends up favorably for you. However, making racial slurs and personal attacks on posters that might not share the exact same opinion with you is not going to get you much sympathy.

 

What racial slurs did I say?? Are you are referring to the comment about the call with accent? Because I NEVER made any type of comment about what type of accent it was. I would hate to have words put in my mouth....


But, I thank you for your sympathy and understanding. That is the true message of the post and the message I wanted to put out there. So again, thank you!!!

 

before this gets sensitive, I want stand behind DANMGY. "Chinese censorship" is not racial in any context.
and what he really meant, IMO, is that he was wondering if Lenovo would have this thread censored like China censors its citizens' internet use

you guys are little too quick on the draw, eh?

 

Not everyone here is a guy and certainly were not in a hurry. He has an attitude that he deserves the best treatment in the world. It an old story. If you want buy into it. Personally I don't care for the attitude myself. If you want to subscribe to it do so.

Renee

 

I don't understand what the problem is? You wanted the price match, which you're gonna get, though with some effort. You didn't get the recovery discs, which I don't think they send anymore. You didn't get bluetooth. I understand it's upsetting, but hardly a reason to come here and write a book about how this is the worst experience ever.

This unfortunately is the way the tech world works now. Manufacturers are under enormous cost pressure. The ThinkPads of yore probably were better built with better support, but they cost two to three times as much. It means the X300 you just got a great deal on would have cost a lot more and maybe you wouldn't have been able to afford it. Support and build quality, though I still believe ThinkPads are better than most, get squeezed people can pay less. There's no right answer.

I myself didn't see the ethnic slurs. Maybe I missed it. I think calling support and getting a tech who can't speak your language is a legitimate gripe. People have hammered Dell and HP for doing it. Lenovo shouldn't get a free pass.

I think a better pursuit of your time might be to post here asking about the best way to go about getting what you want. I usually find persistent, but firm works best for me. Getting so worked up over something so minor is probably not good for you in the long run.

 

Guy is used for persons of either gender, informally. Look it up.
His attitude is subject to interpretation and was not the subject of my post, nor was it the issue he posted about.
So what was it again you wanted to say to me, since you are not addressing him in your post?

 

I dont really want to get into it here. But from the original poster, it sounds like theres no level of consistancey, or communication inbetween lenovo tech reps/sales/etc...

Ive never had a problem with lenovo myself, but i know it sucks when this happens.

But hey, when this does happen to me, i shop else where, soon people will catch on, and the company will post horrible sales. All we have to do now is get the US gov to stop bailing companys out.... lol

 

That's your power in the equation.

 

First off, talk about hitting the nail on the head, you did it!!! What truly is funny is that there are T&C's on this website and Lenovo's which dictate censorship, it is black and white, either it is there or not. But you put it perfectly, China is the majority shareholder of Lenovo and their government, well... is not know for being the most PC when it comes to free speech.

But thank you. You understood my statement.

 

So far they have told me that they are not going to give me the true price match, they are stating it is $130 less that what is owed. I have screen shots and have quotes that I created which document that. I have to fight them on it.

I am suppose to get the Vista Business DVD so I can upgrade, they do not send XP recovery DVD. If you want that you have to pay $30.

Don't forget the broken DVD burner. For such high quality, not batting a 1000.

Not to sound to harsh, but really??? NOT my problem, this is their business, do it right or don't do it. I deal with tech companies A LOT, some good some awful. But I do also see the other side and understand what your point is, so I do see that.

It is why I did buy it, and it does feel built rock solid. And know body noticed, but I did give kudos that I thought the screen was better than reports have said.

The real funny thing is that every single person is assuming they know why the accent was. Maybe I just can't stand a deep southern accent.... I mean I do know the south will rise again, but I shouldn't have to listen to that for tech support.... or was it something else that everybody was thinking of????

Curious, huh.

It is like the say, you get more bees with honey then vinegar. I do honestly want to thank you for your concern, and trust me I am VERY persistent with them, daily calls and listening to that awful hold music is starting to hurt my brain I think

But really the goal was so that I would write this an if only ONE person was on the fence and pushes them away from Lenovo, mission accomplished.

 

You are absolutely right, all you have to do is go look at Sprint. You ask around and what most everybody says is awful customer support. Their sales have tanked for years now, put them close near bankruptcy, and its going to take them a long time to get it back up.

As for the US bailout... you get what you pay for, unless its the UAW.

 

Oh, well, now you're just being silly. Of course we have rules on the Lenovo forum. And there are rules here at NBR, and Bill has rules at TPF. If forums didn't outline rules to maintain some decorum, they would just descend into chaos.

I'm not sure what your complaint is anyway. I didn't remove your message. It's right where it's been since you posted it. Check for yourself:

http://forum.lenovo.com/lnv/board/message?board.id=Special_Interest_General&view=by_date_ascending&message.id=3333

 

Renee, how about I have the attitude that a company should stand behind their product? How about I have the attitude that I spent a significant amount of time trying to rectify the problem with Lenovo and got know where?

So enlighten us, what is acceptable? Because I will not bend over grab ankles and take what is given?

If you do not care for my attitude, how in the world could I possible accept every single person to agree with me?? I can't so I am okay with you not liking it, but are you okay with my feeling the way I do?

 

Tell me something, why is a moderator from Lenovo out defending their forum? Tell me what DID you remove and WHY?

Of course there are rules, but hey its not like I live in Russia, right? Yeah, I am pretty sure I don't live in Russia and god bless, I have the right to say what ever the hell I want to.... except on Lenovo's website.

But really? There will never be a straight or right answer, we are going to have to agree to disagree on this one.

Also, if it where my company and I had a forum, I would censor the HELL out of it and not let a single bad thing on there. , I know, funny, huh.

 

I'm here because I've been an active member of this forum for over two years - long before Lenovo opened their own forum, and I became one of their volunteer moderators.

I already told you in my original message in this thread what I removed and why. See http://forum.notebookreview.com/showpost.php?p=4351472&postcount=4

I expect the moderators here would tend to disagree as would Bill and I and the rest of the mod team at TPF.

Very.

 

I suspect this has been an exercise in futility. People are concerned about quality, but for the most part it's within the context of price. It's the way the world is now. It sounds like you got a raw deal from Lenovo, but I don't know why you'd be so bitter about it.

 

If you feel that you are being wronged within lenovo's own terms, I would handle it via your credit card company if you do decide to return the laptop.

 

Have you tried going to the official lenovo forums and contacting mark@lenovo? It seems like a lot of people have contacted him and gotten positive results.

Btw just to let you know, no one reads walls of text. That's probably why no one responded to you.

 

Terrible experience indeed.

I suggest you to register a complain with BBB: http://welcome.bbb.org/

 

Not the worst experience ever, not even close.

 

I believe op is referring to his OWN worst.