Leslie’s Lenovo Customer Service Experience

By dan | Published: December 1, 2009

I just like to share my hell experience with others. As a new customer
of Lenovo, I can't ask for any customer experience worse than these. I
ordered a laptop, went through the configuration: double and triple
checked. When I got the order cofirmation, I notice that all the items
were taken the default: not the one I selected. I sent an email to websales@lenovo.com
immediately (with 2-3 minutes). I waited for the Thanksgiving long
weekend, no response. I sent another email from my another email
account (just in case if it was blocked): no response. I just sent the
third email from my work email account while waitig for 45 minutes on
the phone.

Finally, someone answered my phone from oversea (just my wild
guess). She told me that the order is in process and she can't amend
the order. I need to call the sales team. Alright, please transfer me
to your sales team. Oops, she said their line is down, please call back
tomorrow!

I couldn't believe what I heard! Lenovo customer service sucks! It
will be the worst customer service in the planet! Wish me luck that I
can have my laptop upgraded.

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Pooja’s Lenovo Service Experience

By dan | Published: November 18, 2009



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

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Sheila’s “Rescue and Recovery” Lenovo experience

By dan | Published: September 16, 2009

Have a tale to tell of a Lenovo 3000 N200 and the failure of Lenovo support to send a functioning rescue and recovery disk.

I suffered a blue screen of death, on the laptop which holds all my
small business files. Not good, but made so much worse by the fact that
this was a Lenovo laptop. The rescue and recovery sector, supposedly
impervious to corruption, was corrupt, and inaccessible. F11 did
nothing, and I was left with an expensive paperweight. Thanks to
Backtraking and a bootable virus scan program, I was able to determine
that my hard drive was fine, and access all my data for copying.
Clearly, the problem was with the software, and all hardware was fine.
Unfortunately, I had to turn to Lenovo to send me the disks
necessary for recovery to the original factory installed state. The
initial order was placed, and paid for ($51.00) and I waited for 6 days
to receive it. On the sixth day I called for a tracking number and was
told that though it was in transit "now" a number wasn't available. I
questioned that, and point blank asked if the order was just being
placed. I explained that this was an important business computer, and
that I needed those disks yesterday. I was assured that they were "on
their way" and the tracking number would be available by the next
morning. I was also told it was "Microsoft's fault". Yeah, right.
Next morning, the girl who answered told me I didn't have a
tracking number because I had "just placed the order yesterday". I said
no, I placed it a week ago. She argued with me, like I made that up,
and told me it would be about 4 more business days, as the disks had to
be "special ordered". I told her this was unacceptable, I wanted the
disks, I paid for them, they were needed, and I wanted them NOW.
Supervisor entered the line at that point. Promised to find out what
was taking so long. That took him all day. Some "glitch" in the system,
you see. Riiiight. I now had been blatantly lied to 3 times. Patience
wearing very thin, I made it plain that if I did not receive the disks
by the following Monday, I would cancel the order. Voila, I received
the disks. However, the first disk, which boots the next 6 (yes, 7
disks, kid you not) didn't even go to the first screen and came back
with a "bad media" error. I called, and they tried to get me to send my
computer in (out of warranty, nets them big bucks). I told them I knew
I had only software issues, and therefore would not fall for this BS.
They sent out another set of disks. The second set, although going
through all 7 disks this time and making it look good, did not restore
my computer, and did not reinstall Windows. Tried it twice, which took
approximately 6 hours. Ended up with an error that one of the recovery
files is corrupt. I have had enough. I will redo this hard drive with
whatever version of windows I have laying around, give this piece of
crapola to my nine year old for his games, and buy myself anything but
Lenovo. Low quality product, incompetent customer service and shady
attempts to get me to send it in for expensive "cures" I don't need?
These lies and games I do not have time for. Lenovo sucks.

Posted in Uncategorized | 1 Comments

Tony’s Lenovo Experience

By dan | Published: July 22, 2009



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

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Konrad’s Lenovo Experience

By dan | Published: May 25, 2009

Konrad e-mailed me his Lenovo experience, it appears in its entirety below:

I just came across this site and I just wanted to express my
frustration with Lenovo as well. I have a T61 thinkpad and I can't
believe how it's given me so much problems. What initially started as a
random shutdown when running graphics intensive programs. When I first
called Lenovo support they had the audacity to tell me, "hmm I've never
heard of anyone having this problem before." The funny thing is when I
took a look on the Lenovo forums page they have an 800 posts long
thread detailing the exact problem

http://forums.lenovo.com/lnv/board/message?board.id=T_Series_Thinkpads&message.id=35071

Subsequently after I sent it to a depot to be fixed, the problem
has grown into a hard drive crash and subsequent replacement, an
unresolved first issue – as the random shut downs werestill occurring.
And now the service depot doesn't want to fix it anymore calling it a
'billable issue.

I had a Dell Inspiron laptop prior to this for 2 1/2 years without
any problems except for a battery getting old… so for my Lenovo
laptop to last me 9 months… I don't know… just so frustrated.

Konrad

 Thanks Konrad!  What was your ultimate solution?  Did you stick with Lenovo or did you get another Dell?

 

 

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Ann’s Lenovo Experience

By dan | Published: May 13, 2009

I received an e-mail from Ann today.  Her e-mail is posted here with her permission:

I ordered a refurbished Lenovo on the 19th of April, 2009. They sent me
a order confirmation on 4/22/09. The tax that was online and the tax
they put on the e-mail was different. Of course, the amount only
increased. This is aside from the $16 recycling fee that was charged
only in the order confirmation e-mail. Because they confirmed it on the
4/22/09, they logged it in their system as order received on 4/22/09.

I
sent them an e-mail inquiring about the discrepancy in the tax. They
sent an e-mail back on 4/27/09 that the tax is only estimated on their
website, and is not final until they send the order confirmation.

Ok, I wasn't happy, but I accepted that.

They
kept changing the estimated shipping date on their website. It became
5/12/09. Then 5/19/09. When it became 5/12/09, they sent me an e-mail
saying that the order was cancelled due to credit card problems.

This
was puzzling as I've been using the same card for years without a
problem. I have a descent credit score, two in the high 700's, and one
in the low 800's. I've used this card for multiple orders in the past
week without a problem.

I e-mailed Lenovo. Then I called using
the number 877-698-4465 that I found online. I was told that my order
was canceled because there was a problem with my credit card. I asked
what the problem was. I was told that it was because I did not respond
to their e-mail. Since the only e-mail I received were the 1) order
confirmation on 4/22/09 (which I responded to as the tax amount was
different), 2) 4/27/09 e-mail response to my inquiry about the
difference in tax, and 3) 5/12/09 cancellation of my order which I
responded to, I was kind of puzzled. I asked what e-mail? And I was
told it had to do with my order. I was also told that I would have to
go online and put in another order since the original was canceled.

I
told the guy on the phone that since I did not cancel the order, and
have waited several weeks for this cancellation, I am not willing to
place another order and wait another few weeks just to see if it will
go through this time. I asked to speak with his manager.

On
5/13/09, Doris called me from Lenovo. (919-[removed]). She, unlike the
first guy I spoke to, was polite and willing to help. She said she'll
look into it, then she called me back. Doris said that because my
billing and shipping addresses were different, Lenovo checked the
shipping address to see if it was listed as one of my credit card
addresses. Since the shipping was not, they sent an e-mail out on
4/27/09. Since there was no response to the e-mail, they cancelled the
order. (This had never happened to me before, and I've used the same
ship to address for years.) I told Doris that the only e-mail I
received on 4/27/09 was the e-mail response to my e-mail. There were no
other e-mail. I had checked each and every single one of my spam
e-mail, and no there was no Lenovo e-mail. I searched for Lenovo
anywhere in my inbox, and no there was no other e-mail. I told her that
it looks like someone made a mistake on their side, and they should
make sure this doesn't happen to any other person.

I
was told that since the original order was canceled, I can place
another order on their website. I said no. (Seriously, did I want to
place another order in the hopes that this wouldn't happen again in a
few weeks?)

Basically, if your shipping address is your work
place, or anywhere else you'd like to ship to, and it is not listed
with your specific credit card company, they can and will cancel your
order. They say they always send an e-mail out first, but I never
received one, and I suspect this may have happened to others as well; I
would not trust them to not to cancel arbitrarily out of the blue.

And if they cancel, your only recourse is to place another order. They do not give any other option.

In my case, I went out to Costco and bought a laptop the same day.

Having
been without a laptop for several weeks, with the only solution they
provide to THEIR cancellation of the order, is to have me place another
order (and wait and hope), I tend to think their customer service sucks.

I will never order from Lenovo again.

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The tablet dies again

By dan | Published: May 13, 2009

Last night when I returned home, I turned the tablet on and the screen stayed blank.  I removed the hard drive and verified that it worked in my SATA dock.  I took the RAM out to verify the system beeped when no RAM was in it.  The diagnosis – dead mainboard.  A new Lenovo repair order is underway.  Let the games begin.

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Day 27 – Lenovo X61 tablet returned from third repair

By dan | Published: February 18, 2009

Finally, 27 days after the original accident, I received my Lenovo X61 tablet back close to its original state. 

The service record for the third repair indicated that they replaced the following parts:

Part #        Part Description
42W3399    FRU LCD Front Bezel ASM FIN
42W3798    Lower Case w/ Label DALI M/T 7

It took Lenovo three repairs and 27 days to get it right.  If you are considering buying a Lenovo laptop or tablet – don't buy it on the expectations of good, timely service.

 

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Day 20 – Lenovo X61 tablet returned for third repair

By dan | Published: February 11, 2009

I sent my tablet back for the third repair today.  I filled out the usual paperwork indicating what issues I was having.

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Day 19 – A call from the Lenovo service center

By dan | Published: February 10, 2009

I got a call at work today from the Lenovo repair center.  The service rep said they had been forwarded the e-mail I sent to Sharon yesterday (Sharon never sent a response acknowledging my e-mail).  The service rep then proceeded to set up the third repair case and said a box would be shipped out to me overnight (I didn't bother asking him to e-mail me a shipping label).

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