November 18, 2009
Bill DeLong
Vice President, Americas
Services, Lenovo Americas
Lenovo
1009 Think Place
Morrisville, NC
27560
USA
Dear Mr. Long,
I recently purchased a Lenovo laptop from Amazon.com.
Despite preordering it, my order was delayed by two weeks. However, on November
3 I did receive my order. And thus began my woes with your product and company.
I ordered an Ideapad U350 with the ULV Intel SU 7300 1.3GHz processor.
1. Upon receipt I inspected the machine to note that there
was a label that said Intel Centrino 2 inside. Amazon and your website
description mentions Intel Core 2 Duo inside. Confused, I called Amazon who
routed my call to Lenovo. Your unhelpful representative mentioned that
she could not answer my question because I had purchased the product from
Amazon. I was taken aback as she did not ask for a serial number, model number
or any other information to help me. After all, I was now a Lenovo customer
regardless of where I purchased the computer. Since then, I have reassured
myself by searching Intel’s website and a Google search.
2. I created a system disk image using the One Key Recovery
feature. My laptop came preinstalled with Windows 7 Home Premium. Because I
found the features too limiting, I upgraded to Windows 7 Professional. I
desired to update the system disk image, but was unable to do so. I called
Lenovo to request information on updating this disk image (as if I ever needed
to use the One Key feature, I wanted it to revert to my Windows 7 Professional
settings); your representative was poorly equipped or trained to answer my
question. One would expect a tech support specialist to be knowledgeable about
the products and issues they are working with. But not at Lenovo. Besides this
poor knowledge, he kept reading a screen to answer my questions. The answers
obviously not relevant to the problem at hand.
3. I also asked your representative about another issue I
was having a week after the purchase. The mouse kept freezing. Not knowing
whether it is a hardware or software issue I asked your rep for some help. But
once again, he could only guide me through the standard install / upgrade
driver process which has yet to resolve my issue. I was on the phone for two
hours and am afraid to engage in such an unproductive conversation again.
I have owned HP computers since 2000 and have been very
satisfied with their products and service. I have found the reps to be
knowledgeable, really trying to go out of their way to help me. This time, I
decided to ‘switch’ it up with Lenovo as currently you own the ThinkPad brand
of laptops, once part of IBM. However, I wish I had conducted better research
before my purchase. It seems like my issues with your products and services are
not unique. Your community forums are practically useless. Mark, your resident
admin on the forum, basically ignores messages. And so is your phone support. I
am not sure if you are aware of this, but the Better Business Bureau rates
Lenovo an ‘F’. I hope this is of concern to you -- it would be to me if I
wanted to retain my existing customers and gain new ones.
Now only if I could find a buyer for this laptop on eBay,
I’ll be happy to offload it and never turn to Lenovo again.
Sincerely,
Pooja
A very unsatisfied and disappointed NEW customer