Thinkpads Forum

The support person in Lenovo hardware to whom I talked with today was talking so rude as if he/she was doing me favour out of his/her pocket. Even though he/she walked down through all of the steps needed the attitude has to be really improved. Pretty much of all of us here invested 2000$ + expecting we get quality support for our assets compared to other companies. This is something which a truly professional company like IBM has to make sure when they are outsourcing the technical support to other nations.

skpsm wrote:The support person in Lenovo hardware to whom I talked with today was talking so rude as if he/she was doing me favour out of his/her pocket. Even though he/she walked down through all of the steps needed the attitude has to be really improved. Pretty much of all of us here invested 2000$ + expecting we get quality support for our assets compared to other companies. This is something which a truly professional company like IBM has to make sure when they are outsourcing the technical support to other nations.

Really? Every time I have called Lenovo/IBM technical support, they have done a really great job. One person even came on to the forum here to read about a problem I was having. I have had a replacement battery shipped to me within a week, a set of recovery discs within 2 days (that really surprised me), and a new stick of RAM in about a week. The only problem I have had was with a tech from my school not fixing what I asked them to on my laptop.

Sorry to hear about your experience. That person must be having a bad day.

However can't you tell whether it was a he or she?

I have a twofold opinion about this.
First the bad. When I bought my T60 back in December, I configured it, and bought it, on the last day of the December sale. For some reason, the website, even though it was 9:50 pm in Arizona, was refusing to give me the sale price. I then I called Lenovo to ask about this and a few doubts that I still had. Some sales rep answered the phone and at first he was ok, he offered to respect the sale price (which was the legal thing to do, since it was by then 10:05 pm). Then, he offered to configure it for me, and on the same breath he asked me, and I quote, "If you are going to buy it, then let's do it, otherwise there's no point in going through the whole configuration process. How much do you want to spend, because I don't want to go over everything and then have to go back". I am not lying, this is a direct quote (not verbatim, but pretty close).

I ordered the computer right then, and everything went fine. Nonetheless, the sales rep offered an extra stick of RAM for the inconvenience, but it never materialized. I called him numerous times to his mail box and emailed him, and he never even acknowledged my attempts at communicating with him. Eventually I just called the general Lenovo number and another rep answered and he was extremely helpful and diligent, and made everything right.

Now the good part. After this experience, I have called Lenovo three times, one like I said to complain about the other guy; one to ask for a new keyboard; and one to ask for recovery CDs. I must say that all three times the reps were very polite and extremely helpful, and sent me the keyboard and the recovery CDs with barely a question. The keyboard, and I am not lying, arrived THE NEXT DAY! The recovery CDs took a whole three days!

So, all in all, I can chalk up the first bat experience to a rogue rep. The rest of them have been nothing but helpful and friendly, and have answered all my questions and doubts to my complete satisfaction. I guess once in a while you just get a bad employee, or someone who doesn't like his/her job. In short, I am happy with Lenovo's service.

I also must say that IBM/Lenovo tech support is bar none the best I've ever seen. I've had things covered that weren't really eligible, but they did it for me anyway. Sorry to hear about your bad experience, but I definitely think it's an isolated one. In 8 years of using nothing but Thinkpads, I haven't had to call very often as they are so reliable, but when I did have to, they overnighted me everything with no charge for anything. I was actually pleasantly surprised that it has always gone as smoothly as it has.

It was a lady.Yes this is the first time I am having such an issue with support. All my previous support request was placed through electronic service call and it was awesome.