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

Tony sent me a letter this morning regarding his experience with Lenovo's Service.  The letter appears in its entirety below:

Complete Dissatisfaction with Lenovo Notebook and Support System

Lenovo                                                                                                                           
1009 Think Place                                                                                                                    
Morrisville, NC  27560

Lenovo,

This letter describes past and present problems that were suffered through the medium of a Lenovo 3000 G530 4446-23U laptop computer that was purchased from "Tiger Direct" on or about 05/07/09. The above stated laptop was purchase with the thought that this would be an excellent starter computer for my Father in-law. This computer worked approximately 35 days before the operating system malfunctioned. Subsequent to the operating system collapsing, technical help was procured from Lenovo at which time the Tech Rep stated, that Lenovo would send operating start-up disks to reboot the system.   After receiving the disks and with the assistance of Lenovo Tech Reps the uploading of the disks failed. Subsequently, the Tech Reps stated that the laptop required shipment to Lenovo's repair depot for further correction. The product was sent to Lenovo's repair depot, supposedly fixed, and arrived back at my residence on 07/16/09.  

 

After opening the carton and within 15 minutes of attempting to place the system into operation, it was surmised that the computer was non-operative because the operating system was locked at the "VeriScreen" function. Again, the Lenovo Tech Reps were notified and attempted to fix the problem. The Tech Reps were unsuccessful and additionally, had the audacity to suggest that we wait for additional disks to arrive from Lenovo to remedy the problem.

 

We are currently going on one month without the use of a newly purchased computer (unsatisfactory). After speaking with the Tech Rep about the act of uploading additional system/utility disks (we have already went this route), I called back and requested to speak with management about exchanging (immediately) this computer for a new computer. I was subsequently notified that speaking with management or for that matter others' at higher levels was not allowed and that I must wait for management to receive "the Tech's email" and respond to said requests (with 72 hours). I initially requested that I receive a new computer, which I believe is only right after having to jump through Lenovo's endless array of bureaucratic loops and backstops (plus non-use for 3 weeks - 1 month). However, after considerable thought, I have chosen to elevate my request to refund of purchase. This decision was based on the assumed length of time it will take to remedy this situation, in that it will increase the product non-use time to well over a month and that is completely beyond the comprehension and reason of acceptable business practices.

 

It is my belief that Lenovo must drastically correct the quality of product, their service and support systems, or both. If they fail to take the appropriate action for cases such as these, I sincerely believe that Lenovo as a business entity will lose a great deal of future revenue and in these times that could mean the ability to continue within their chosen industry.

 

Update: I spoke with Lenovo's resolution department on 07/21/09 and at which time was informed that Lenovo believes that my computer was fixable therefore I could either elect to accept the additional start-up disk or I could send it back to the factory/depot for another service attempt. I stated that yes, I believe that the computer was fixable. However, the wasted time resulting from endless fixing and sending my "new" computer around the country for poor service is not only a major and uncalled for inconvenience, but has forced me to purchase another laptop to replace the inoperative Lenovo notebook.

I additionally, wrote a letter to the place of purchase, as well as Lenovo Group LTD, and the Better Business Bureau. Be advised that according to the Better Business Bureau, Lenovo Group LTD has an "F" rating.  

 

Respectively,

 

Tony