Thinkpads Forum

Folks, I'm fairly new here, and the few posts I've made have been critical of Lenovo based on issues with my on-site warranty and the company through which they've outsourced their on-site service (Qualex, in my neck of the woods). My point in posting this is that it appears as though Lenovo does pay attention to their user community, and http://forum.thinkpads.com is one of the places they monitor.

I was contacted this afternoon by a very concerned gentleman* from Lenovo who listened politely to my issues and assured me that every single one of them would be addressed. He shared his personal contact information, and requested that I get in touch with him immediately if any of my complaints went un-handled. It's apparent that the concerns I expressed here at Thinkpads.com were the reason behind the subsequent PM and phone call.

I have to say, his personal attention to my concerns was greatly appreciated, and reflects well on Lenovo's customer service. I hope the rest of my Lenovo experience continues in this fashion, and will report back after my next service visit (scheduled for 7/5).


* name withheld because I did not obtain his permission to post it

That's good to hear.

I'm really glad everything worked out for you!

My impression of Lenovo is... they have a big heart and they mean well, but sometimes they trip over themselves and cause a stir.

I agree.

Lenovo contacted me through this board about the new Z61p I purchased in January. It kept locking up when the AC adapter was plugged in. All else was perfect.

I got it fixed (partially) by a Lenovo engineering group in North Carolina and then I got a full refund three months after receiving it.

Lenovo US and Lenovo Direct Sales both treated me very well.

I'm looking forward to ordering a WUXGA Z61p this summer.

The saga continues: I was contacted this afternoon by the service tech that will be making the on-site visit on 7/5.

Unfortunately, it's the same individual that left me with problems on both of his prior visits (improperly reassembled laptop the 1st time, non-functioning bluetooth indicator and broken lid the 2nd).

So I'm not really looking forward to this visit . . . but we'll see what happens. I think I'll simply request a replacement if something else is screwed up (not sure I'll get it, but one can hope).

I am quite impressed. I haven't had any service related problems as yet, because my problems have all been to do with trying to get the laptop I want in the first place, heh. At least there are some people in the big bad hierarchy that care

Oh and best of luck!