Switching from Dell to Lenovo and looking for your opinions

[cmajewski]

I am working with a lawfirm that currently has all Dell laptops. We are looking to make the switch to Lenovo and Thinkpads. The first one will be an X60s for the owner of the firm who currently has a Dell Latitude 410.
Our main issue with Dell is the technical support. It has become horrible over the past couple years. What I would like to hear are opinions on Lenovo's support. Has it gotten better/worse since Lenovo took over?

Here is an example of our support from Dell:
The 410's dock connector is failing. It will not work properly on the dock. We have the "3yr Gold" support option with next day service. Not only does the dell tech show up a day late but he also doesn't know how to replace the motherboard on the 410. When he leaves the laptop starts doing all sorts of strange things and is running much slower. Dell dispatches another tech. He also shows up a day late but finally the laptop is working again.

I could understand if this was an isolated issue but on the last 3 support calls Dell has failed to provide the next day service we have paid for.

So let me know about your experiences with Lenovo...

Thanks,
Chris

[jdhurst]

I live in the Greater Toronto Area just north of you. I use a vendor I have used for decades for both purchase and support. This takes it out of Lenovo's hands. When I need a repair, I call the vendor and a person I often know shows up and fixes the machine properly the first time. I do recommend you find an honourable and trustworthy vendor in the Buffalo area and create a relationship with them for purchase and support.

Having said the above, I have had lots of occasion to use IBM in Toronto for AS/400 and some server repairs as well as PC repairs on an IBM gold card several year ago. I never had a complaint about IBM service.
... JD Hurst

[draco2527]

We have the "3yr Gold" support option with next day service. Not only does the dell tech show up a day late but he also doesn't know how to replace the motherboard on the 410.

These are Service providers, and to get certified (Dell, IBM etc) it not a big deal; what you need to find is someone that has knowledge with Dell equipment as well as having it done for a while!!! The tech is not showing up late because Dell did not do their part...they are showing up late because they chose too from the service provider....

You can call around and have a prefered service provider be your point of contact....and the gold support if for less time on hold while waiting for a "technician" to come to the phone...it has nothing to do with the next day service, only the amount of hold time you will be subjected too...worthless if you ask me!!!(I purchased 3/4 of a million dollars in Dell equipment last year...$3.3 Million company wide) Dell is a good service provider, but like anything that becomes too large, it has its shortcomings.....

EDIT: In case you are wondering, that kind of money spent on Dell gets you every year:

1- 20% off the best employee discount (EPP -20% additional) on one item

2- A Dell hat

3- If I beg they will toss in a shirt, one size too small as well.....

I called IBM/Lenovo and tried to trade the Dell stuff for IBM stuff...but they laughed in my face... LOL!!!