IBM Lenovo UK support - sucks!

[kam1]

IBM/Lenovo UK support were meant to send me a replacement hard drive for my T43 on the 4th Jan - it is now over 18 days since my support request and I still havent received my replacement drive. (the good thing is that I have transferred my data onto my older T23)

Numerous calls to IBM support (UK based) - i have been told that the drive was meant to be sent "yesterday" - tell me that "they will call tomorrow" - not a single call returned - this is the first time i have used IBM support since the Lenovo takeover - i have found that the service sucks! (previously under IBM - I had an ac adapter sent over from Holland overnight - thats what i call service).

What can I do to get them to return my calls and at least keep me updated on the situation? Is this the kind of service we should look forward to in the future?

[ulrich.von.lich]

They should've called you if the HDD is out of stock or anything that may delay the delivery. Once I waited for like 3 weeks for a recovery CD set but it never arrived. I called them again and they sent me another copy immediately and I received it the second time.

I've had some good experience with IBM/Lenovo France. If they say they will call me back, they will. The Up & Running service even uses a non-taxed number so it's free if you have a fixed phone. (Calls to hardware support/parts sale department are charged.)

Generally I'm satisfied with their delivery time. On the pick list of each package, it's marked with a level of urgency. In my experience, parts such as wireless antennas, HDD covers or Ultrabay devices etc are marked as URGENCY 3, whose delivery time is about 2 to 5 days; However, more important components such as HDDs, keyboards or motherboards are usually marked as URGENCY 2, whose delivery time is about 1 to 3 days. Btw, they have their own transporters so no postal service is used (therefore no postages).

[Nick Y]

Well I have a fan on order with them for the T41p on 4/6 weeks delivery; T41p is out of action until a new fan becomes available!

The T41p had a new motherboard recently -standard GPU problem. When I took the unit part to look at the fan, I found that Lenovo UK Service Dept had broken the top of the laptop, where one of the screw fittings is located. They had pushed it back together so that it did not show until I took it apart. Not very impressed!

[kam1]

Whenever I call them they tell me that the delivery department is seperate and that they will request an update on my replacement hard drive - they promise to call me back but I havent received a return call or an email - if they are out of stock then they should tell me rather than making excuses.

[Nick Y]

If you have the part number, try their on-line ordering for delivery times.

http://www-134.ibm.com/webapp/wcs/store ... Id=3063814

I had to bookmark it as I find locating their web store takes hours on their website!

BTW, on the plus side, they have sent me a replacement keyboard, system discs and they did the motherboard upgrade free, but then it was under warranty.

[runixd]

Perhaps you were just unfortunate.
I'd just like to point out, a couple of months ago my t43p completely died, I called support and sent my laptop in, about 4-5 days after I had my laptop back with a new motherboard and a new graphics card. I later had some issues with the screen and within a week I had a laptop with a new screen fitted.
Right from the start I took the contact details of the person who was dealing with me initially (Lucas Ganderen) and he was my main point of contact all this time. I have to add that it was the most pleasant experience I ever had dealing with support, in fact I was so impressed I attempted to leave a feedback of my positive experience at Lenovo, but unfortunately they only accept complains.

In contrast, back in the days, when I sent a dead t40p in for repair, I was told that the motherboard death was caused by spillage, which is of course my own fault and I had to pay more than the laptop was worth at the time for a new motherboard, while there was never any water spilled on the laptop. All of that is in UK of course.