Loading ...This is my 4th time calling IBM / Lenovo support and it’s not getting easier or faster. Let’s take a quick look at what Apple Support was like:
- Call Apple Support
- Press a menu option
- Press another menu option
- Wait for 1-3mins, talk to a person, fix problem/get replacement/whatever
Let’s have a look at my ThinkPad Support so far:
- Call Lenovo Support
- Press a menu option
- Press a menu option
- Press a menu option
- Press a menu option
- Press a menu option
- Wait for 10-30mins to get a person
- Told I have the wrong department, get transfered
- Wait for 3 mins
- Get order status, could be back ordered, get transfered to another department to check if it’s back ordered
- Wait for 5 mins
- Told that the package is back ordered, ask for an ETA, told I need to get transfered to get the ETA
- Wait for 6 mins
- Talking to new agent, told it’s back ordered for a month and a half — Note, this is an UltrayBay battery… aparently made by Unicorns at the top of Mt. Olympus by hand
I really am not making this up, this is what just happened to me for the 4the time. I’ve never been transfered less than 2 times (getting the correct department the first time) and been transfered 6 times one time until on the 6th time I ended up at the SAME department I called in the first place, that took an hour and a half. The call average is about 35mins as opposed to probably 8mins with Apple.
I would also point out that I was told on the phone that if you request hardware replacement after 30 days, you are sent a refurbished part no matter what. Only if the device is replaced WITHIN the 30 days do you get a new part. That’s precious, where the hell was that notice on my support agreement? Oh it wasn’t.
It’s obvious I’m mad and frustrated, but why is the quality of this “support” so consistently pad? It’s probably good ThinkPad’s are decent machines, I could not fathom a company comming into the market with a flaky product and offer this level of support and hope to be in business for longer than a year.
If I had to buy another laptop again, I would take a long look at something else.
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March 22nd, 2008 at 8:59 pm
After seeing people using ThinkPad in my company and I was having very good impression about IBM thinkpad, I planned to purchase Lenovo Thinkpad T60. I wasn’t aware that thats going to be worst decision taken by me. When I received it, everything was working fine. Suddenly after 4 days wireless stopped working, it was new laptop indeed. I called to customer care. It took me 2 hours of time to resolve driver problem. Then I realized that my Ethernet connection was not working since beginning because I always used wireless connection. I called again to customer care, they simply asked me to send Laptop to service center. I sent it service center and I received it after 4 days. Still Ethernet wasn’t fully functional. I called to customer care again and again he suggested me to update the Ethernet driver.
*The Worst*
I never realized that after receiving my laptop from Lenovo service center, left mouse button above the Trackpad was completely out of order. (Button was completely down, Hardware problem). Before it used to work fine. So it was spoiled by technicians of service center.
I called again to customer care, the asked me to send my laptop back to service center. Now here is the worst support. It was completely their fault. Since I use my Laptop extreme, I decided not to send it to customer care because they might create new problem again and asked me to send my laptop back….So my laptop always travels from my home to Lenovo Thinkpad service center and service centers to my home. And I will have to live without my laptop.
-> Customer care always asks to send your laptop to service center. (They don’t know why we have purchased the laptop, to run our business or to use it as personal machine. Each time it is difficult to take a backup of your complete data, erase them from drive and restore them to laptop since data can be personal or confidential. Customer care don’t know these things)
Let your company deal with all these problems but personally never ever go for Lenovo Thinkpad laptops. You can go for Lenovo Thinkpad laptop if you are luckiest person of the world. It was IBM Thinkpad which used to be considered as good as Apple laptops.
After Lenovo acquired it, they are like ordinary laptop now.
March 22nd, 2008 at 9:07 pm
rohitmak,
I’m having a very similar problem with my Lenovo right now and the support service has sucked balls so far.
March 24th, 2008 at 2:35 pm
Riyad,
So looks like Lenovo sucks all consumers. I would suggest, instead of sending your laptop to their service center, ask them for nearby their business partner who repairs Lenovo laptop. Thats would be easy for you to get everything done perfectly in front of your eyes. If you have any hardware problem, ask them to send it to you. Take that to service nearby their service center and get installed it.
March 24th, 2008 at 2:42 pm
Rohitmak,
Actually I have to get my laptop serviced this time due to a dead fan, and I filed a service request Saturday, saying it wasn’t a high priority and got a call Sunday morning on Easter from a guy that is getting a box overnighted to me… if this pans out and they fix it, I’ll be completely renewed on their support to be honest.
I’ll keep you guys posted.
April 21st, 2008 at 4:03 am
I bought a Lenovo ThinkPad Z61P in 2007 dec.
Since then, i had nothing else but problems.
I live in Hungary, there’s no Lenovo Support here at all.
I had to talk to IBM staff who dont give a shit..
Wireless doesnt work normally, FNkey + F1-F12 (thinkpad wizards) dont work after hibernate / sleep.
Access connections is messing everything up. Wireless is sometimes turned off by itself, sometimes i just need to reboot the comp to succesfully connect.. its a MESS.. and their support is even worst
April 21st, 2008 at 8:17 am
DoesntMatter,
That really sucks man… you can’t send your laptop in for repairs at all? They won’t even ship you a return box?
I know it sounds like over-kill, but have you tried wiping and reinstalling the Lenovo factory disks? I wonder if it’s just a bad install of the OS with some misconfigured drivers?
Can you return or swap the laptop from where you purchased it locally or online?