Amazing, outstanding Service... Lenovo and my X31

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makai · #1 Post by **makai** » Wed Mar 12, 2008 4:15 pm

Just wanted to pass along my wonderful experience with Lenovo depot repair.

I was lucky enough to acquire a X31 some time ago and just recently a few problems started occurring. The LCD was beginning to show some signs of a failing lamp where a dark "M" shaped spot started showing up along the lower edge of the screen. Also, a few keys on the keyboard would only work intermittently and I found myself whacking those keys quite often. Also, the fan, at startup, would make a loud "whirring" sound. The sound only happened at startup, but it was reason for concern.

My warranty was going to expire in April, so I thought I should get things checked out before that. Well, I sent the X31 to the depot and received it back in less than a week. The fan and the LCD were replaced, although it did take an additional phone call to again explain the LCD problem. However, when I received the laptop back from repair, I found that Lenovo must have forgotten to check out the keyboard, but after speaking to them about it, a new keyboard was shipped to me in less than a day! Outstanding!

I've dealt with IBM service before, and am glad to report that Lenovo carries on that same extremely fast response! I am a very, very, happy camper!!!!

Indeed, I will extend my warranty on my X31 right after I finish this posting!

I know some have had bad experiences with Lenovo, but I for one am so pleased that Lenovo is carrying on for IBM! No wonder I love my Thinkpads!!!

makai

JonathanGennick · #2 Post by **JonathanGennick** » Thu Mar 13, 2008 7:39 am

Makai, that story is great. Thanks for posting. Good customer service and all the great access to repair manuals for self-support is a big part of why I look only at Thinkpads when it comes to Windows-based notebooks.

weepy · #3 Post by **weepy** » Thu Mar 13, 2008 7:50 am

somehow I doubt this level of support will be available in most of the rest of the world outside USA

andyP · #4 Post by **andyP** » Thu Mar 13, 2008 8:17 am

weepy wrote:somehow I doubt this level of support will be available in most of the rest of the world outside USA

In Germany there is no reason to complain, I sent a T60 away for a new MB on 03/06 and it arrived back today 03/13. The rule of thumb is 1 week including the transport time.
I called yesterday needing a KB under warranty, it arrived today.
No complaints here.

t20user · #5 Post by **t20user** » Thu Mar 13, 2008 9:29 am

Good info to have. This negates some of my longstanding suspicions about Lenovo and their ability to deliver in similar fashion to IBM.

weepy · #6 Post by **weepy** » Thu Mar 13, 2008 9:31 am

andyP wrote:
weepy wrote:somehow I doubt this level of support will be available in most of the rest of the world outside USA
In Germany there is no reason to complain, I sent a T60 away for a new MB on 03/06 and it arrived back today 03/13. The rule of thumb is 1 week including the transport time.
I called yesterday needing a KB under warranty, it arrived today.
No complaints here.

"this level of support" referred rather to those under 1 day shipping times...

JonathanGennick · #7 Post by **JonathanGennick** » Thu Mar 13, 2008 10:48 am

weepy wrote: "this level of support" referred rather to those under 1 day shipping times...

LOL! I've no idea how less-than-one-day shipping works. Where I live, and given the carrier that Lenovo uses, "next day" shipping means at least two days. Weather and other mixups can stretch "overnight" to a week.

andyP · #8 Post by **andyP** » Thu Mar 13, 2008 2:37 pm

weepy wrote:..snip
"this level of support" referred rather to those under 1 day shipping times...

I've had occasions where a depot repair was necessary and, after speaking with the depot, they have ordered the parts in advance and called back when they have them, agreed an appointment time and the TP has been brought to them and repaired immediately, basically "while you wait".
That I call customer friendly and efficient service.

makai · #9 Post by **makai** » Thu Mar 13, 2008 4:37 pm

Yah, I've dealt with sooooo many bad companies in my life, by contrast, it's really been a pleasure with IBM and Lenovo. I mean, big companies like Sony, Canon, Dell, and countless others have let me down to where I will no longer even look at their products.

Once I had a Canon 420EX Flash that died in less than 6 months after I bought it. Canon wouldn't repair it and stated that it was my fault it died. It wasn't, but there was no convincing them! Not only that, they wanted to charge me over $450 to repair a flash that cost less than $249 at the time I bought it new. What's up with that??? I really had no recourse but to buy a new flash to replace the broken one. Yes, I bought another Canon, unfortunately, but the experience has left a bitter taste in my mouth! If it weren't for the fact that I love my Canon stuff, I would look elsewhere. In the future, when the time comes, I will!

Companies think that service is not important after they get your initial investment. A sad but true comment, as I've experienced! However, IBM and Lenovo has proven to me time and again that they don't operate that way and is why I will always spend my money on their products rather than on a Dell, HP, Toshiba, or other.

It's so simple, really, so why don't these other companies get it?

Amazing, outstanding Service... Lenovo and my X31

Amazing, outstanding Service... Lenovo and my X31

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