lenovo customer service sucks

I ordered a thinkpad t61 on lenovo.com 3 days ago and found out I may make a mistake on the billing or shipping address and would like to contact the customer service.

These 3 days I've been trying to contact the customer service all the time. No one answers the phone even if I hold for a hour. Everyday I spend a whole hour to stay on the line waiting for anyone answer to phone. I sent email, twice, no one reply. I called the other # for general inquiry but they said they can do nothing but hold the line with me! What the heck!!!

It's a huge waste of time and really inconvinience. I doubt is there really any customer representative sitting in the office waiting for customers' calls? or they just register a number but never pay anybody answer the phone??

I've never seen such rediculous thing before. they offer the online shopping for people but don't have the shopping service!!

Is anybody have suffered from this problem before?? Now I have no idea what I can do to contact lenovo...

 

And other thing is there's a link in the email of shopping confirmation about order status... I click on that but it's showing the estimated shopping date is 08/31/07!!!!!!!!!! what the hell! I don't wanna wait for 3 months to get my laptop!

When I place the order, it showed that the estimated shipping date is 06/09!!
damn it!!

 

Right now Lenovo is trying to deal with hundreds if not thousands of calls all concerning this recent "Meyer deal" fiasco. Their phone system as well as computer system is swamped with customer inquiries.

Today is Thursday already. Might well wait till Monday morning to call them again. By then the telephone que lines might lighten up considerably.

 

Regarding the shipdate, have you read any of the recent threads on this forum lately? There is a glitch with their estimated shipping date software.

 

hmm...... I will try on Monday. Thank you so much.

I feel a lot better now.

 

Why is the meyer epp such a fiasco? How many people really bought a computer using his epp?

I think the real reason the lines are so tied up is because every person that has ordered or puts in an order gets a ship date of 8/30! I understand that they're having problems, but it shouldn't take a week to fix a glitch in the est. ship dates. What's I find even more obsurd is that with all the problems they seem to be having they still released the t61 15.4" and the x61.

 

Hey I hope I understand correctly. The one I ordered is t61 14.1''. And the one with problem is t61 15.4'' huh?

 

No, the 15.4" was just released today. The 14.1" t61's have been delayed for some reason. Most people who had shipping dates for the end of may have gotten emails saying their orders have been delayed. For how long nobody really knows. If you just ordered you should get yours withing 2-3 weeks. It's the people like me who ordered when the t61 first came out who had to wait for 2-3 weeks initially and will probably have to wait another 2-3 weeks for their orders to be shipped

I was just trying to make a point by saying that with all the problems lenovo is having, it wasn't wise for them to realease 2 new models today.

 

yeah....

Wel.. but I wish I could get an email from them. You know, now I am almost close to desperate trying to contact them so that I would like to hear anything from them, as long as they contact me. If it's bad news, I still have someone to complain to and have the chance to cancel the order, you know; rather than suffering from what I am going through now... totally have no clue about what I can do.

 

I have a X41 Tablet. Because the heat produced in these little machines, the plastic over the heat fan vent has become brittle and broken. I called customer services and was told that was covered by the warranty. I prompty returned the laptop. After a wait of 2 weeks..I contacted customer services,
and told that the repair was chargeable. I never received a call or email. After 8 calls, I was told the repair cost would be £150+. they then sighted the fan needed replacement as one of the fins had broken off. Which is a lie...as I inspected it myself.

After a quick search, the item, plastic keyboard bezel, registered as £11.45 as a part from their own web site. After a further 10 calls...I'm still waiting for the item be returned. Customers services ( Steve Carby and Elaine) have confirmed that they have no communication with the repair centre other than email. It doesn't have a contact no. or even an address. Its in Scotland somewhere. Would you send you credit card details to an email address? Yet we're doing it with our laptops. theres no sign or confirmation that it will ever be returned.

Lenovo shoudl rebrand their machines as lenovo... instead of using the IBM brand to peddle their inferior wears. Avoid at all costs. The warranty isn't worth the paper its printed on. Customer services is a beyond pathetic. First and last IBM ever !!!

 

This is a 4 month old thread.

 

Exactly....:confused2:

 

So... what's your point? Do we know whether it ended well for him, or not?

 

The point is that there is no purpose for resurrecting this thread.
You're probably not even aware of the reasons the OP was having the problems.
That's whole situation (meyer's fiasco) is long gone!

 

I agree.
Been there, got boned by Lenovo too.

 

No you didn't.

 

I am a law student concerned about the poor customer service and even poorer quality of Lenovo computers.

I am writing to warn any and everyone who is considering purchasing a new computer to NOT purchase an IBM ThinkPad T60! This is by far the WORST computer I have ever owned. First, the Lenovo customer service department is slow and unhelpful. I called customer service because my $1500 computer battery was lasting 45 minutes when fully charged. The customer service representative told me that the battery life is designed to only last up to 1000 charges (which means every time you plug in and then unplug = 1 charge) and so if you're a student going from class to class it is NOT going to last very long at all! (This would have been nice to know when I purchased the computer!!!)

I was extremely disappointed with my experience with Lenovo and would NOT recommend them to anyone. In addition to my battery woes, I've already had to have my computer stripped TWICE because of computer malfunctions! (And I'm not the only one! As I type this, a classmate is on the phone with IBM describing how she suddenly cannot even long on to her computer.)

I hope my experience can help others to not make the same costly mistake I did... Lenovo is a complete waste of money!! Go with an APPLE!!!

 

How many charge cycles did your battery go through? You can't expect a battery to last forever.

 

News Flash -- Lenovo does not manufacture batteries. They use packs from Sanyo, Panasonic, and Sony, just like you will find in your Apple, Dell, HP, and other notebooks. If you're constantly topping off your battery, be it an HP, Dell, Lenovo, whatever, the same thing will happen.

In addition, it sounds like you and your colleague are having software problems. Not being able to log in sounds like a forgotten password.

 

as a fellow law student..sleep mode is your friend between classes. Every time you plug in your laptop does not equal 1 cycle. A cycle is determined by usage of the battery, not how many times you physically plug the laptop in.

 

Right, for it to count as a cycle, it has to drop below a certain amount, which I believe is in the 70-80% range. I believe it's documented in the Lenovo Power Manager application.

 

Her battery cost $1500? Lol.

Also, aren't you not supposed to charge it to 100%? I've had my battery drop .90wH because of the power manager messing up and allowing my battery to charge to 100%.

 

Maybe Lenovo just hates law students. I first reported my computer problems to Lenovo mid-December, and I was just told today I wouldn't be getting my laptop back until the second week of february at the earliest.

Full venting below.

I bought a T61 in June, and the very first day I was getting BSOD, but was told it's just Vista being crappy.

So the BSOD and sudden random shutdowns becoem more frequent and I'm an idiot and don't back up my notes (Hey I said I was a law student not that I was smart-and also I don't put much stock in my notes anyway. But I assumed it would be possible to have some kind of data recovery.). Computer dies as I'm cramming for my Crim exam. The computer will not under any circumstances turn on.

I have my Dad take it to a their recommended service repair centre (listed as premiere on the website.) The Lenovo computer service rep fails to mention that I could get EasyServ mail in repair-which would have been easier given that I was deciding over the phone between two different service centers. (between home for christmas and school).

I stressed with the repair guy to please check the computer thoroughly to ensure that all problems are resolved. They assure me they've checked everything and it's JUST the hard drive. Which is defective and they replace and "send back to IBM"-which is now lost in the ether without ever offering me an option for data recovery.

So everything's gone FINE, I'll take my lumps. I get the computer back Friday by Monday the computer has died again, same issue I can't even boot up. Obviously there was more to the problem than the defective hard drive.

I call the Lenovo and get a customer service rep that not only has heavily accented english (forgiveable) but MUMBLES. Sometimes he's mumbling to himself, and sometimes he's mumbling to actually communicate something you need to know. He's very unsympathetic-"sometimes things just break down, I can't make it break down 6 months down the road and not the next day." Um-Your contracted out premiere service centre obviously did not check the computer thoroughly!!! You're at fault!

CSR tells me he'll send me a box and I can send it in to the IBM repair depot so I won't have to deal with contracted out repair guys. Guy writes my address down wrong. And purolater themselves makes several mistakes. This delays my shipping out of the computer for another week. I look at the shipping label and the address of the "IBM depot" does not seem legit, looks like they're just shipping to yet another contracted out repair centre. I'd have saved a whole week just taking it to another service centre myself. More than that I specifically asked the CSR, as well as the repair people from the first service centre what would be faster. I was assured from both that it would be faster to send to the IBM depot because then there would be no wait should my laptop need parts.

At this point I make a complaint. Someone from their complaint service calls back three days later AFTER hours during dinnertime. The call basically consisted of "There, there," and "There's nothing I can do." She promised to look into why the first service centre sucked but stressed it wasn't her job. THEN she told me to CALL HER back when my computer finally got shipped. Um isn't it her job to call me?

For the past two weeks I've tried calling mulitple times, and been blocked by voicemail. I've left my number and asked to be called back. NOTHING.

Two weeks later after hearing nothing back from IBM, not even "we received your laptop." I take the initiative to call in, only to discover that they're waiting for a part from CHINA which won't arrive until next week at the earliest, so earliest estimate for the return of my computer the second week of February. Who knows if I'll even get it then!! The biggest kicker apparently my system ____ (couldn't tell cause the guy was mumbling) or motherboard, basically my whole computer needs to be replaced.

I'm a law student I need my laptop to survive!! And given my tuition and financial situation I really have no choice but to wait for my computer to return.

Any suggestions on how to get this problem resolved faster?

 

Tell them to send you a loaner T61.

A member here, Hellbore I think it is, had an issue with his T61p where they needed to replace the planar and asked for a loaner and they gave him a T61p to use in the meantime while his other system was at the depot.

They said mid Feb the latest? You may think a loaner is not worth it given its already late Jan now but its not. Even if it got fixed by then and gets shipped to you, it may not still be fully fixed. With a loaner you can keep it for a few days to make sure your returned system is working properly before sending the loaner back.

Give them a sob story, that you really really need something in the meantime with school and all that.

Good luck

 

Thanks Morphy they said mid-february at the earliest.

I've tried repeatedly to get them to give me a loaner or replacement and they just say they no longer do that because people did not return them. I've private messaged hellbore to see how he finessed it.

At this point it's really complicating my life, not only is it compromising my position at work, but this weekend I can't go home to visit my sick relative because I have no computer access there.

 

The situation has gotten more ridiculous. I got my computer back today a bit earlier than their estimation. I can't even turn the thing on. The same issue as before. Did they even take it out of the shipping box to fix?

Are they just screwing with me now?