Thinkpads Forum

Hi,

I have owned various thinkpads since the 1990's. Mainly refurbished offerings and then moving to deals on eBay. Few years ago - finally broke the piggy bank to get a base mode T61 - right when Lenovo/IBM sealed the deal. Nothing like getting a new ThinkPad - that new scent. They usually hold some resale value - which lends to cash for the next one.

Well, decided to get another new T serious because of the dual graphics card and I wanted a screen with more detail. I read all the reviews and even came to find this forum. Lots of debate and more dedicated to the finer details than me! Anywho, I'm a T series fan and I like the widecreen format. I placed a CTO order on 8/31/2009 and received the other day 10/15/2009. On the third day after initial order submit, I upgraded the OS from Windows Vista Basic to Windows Vista Business with Win7 Free Upgrade. Okayed by the rep, and as you can see, plenty of time to get that upgrade in. Well, received the T500 and it was still Windows Basic. But thats not all I noticed (head of the Lenovo dragon not talking to the rear)...attention to detail is going down the drain.

The labels for the OS, Processor, and Energy Star were off/crooked (okay - maybe thats picky), but there were scuffs and scratches, and the screen was not installed squared to the molding - it was off/gapped and tilted. Also, the lid had plenty of bow - there was gaps on the side and especially in the rear. I seriously question the tolerances of their materials and plastic moldings. Not very good fit in my book - and when one pays this kind of $ for a laptop with some tradition - DETAIL counts!

Okay - what did I like? I did like the WSXGA+ screen. The keyboard was excellent - actually felt just as good as the T61. Speed seemed okay. And, I like the black casing - always looks serious. Its a ThinkPad - that just makes me excited right there.

So, how did Lenovo handle this? Depends on who you talked to in the circle of visits with each department - had some debate and escalated. In short, Lenovo said they made the mistake - it just simply did not happen over in CN. And, they just can not replace the OS, you have to reorder the system. And, thats what happened. Lenovo is giving a full credit and shipping back the return at their cost. So I have another good 3 weeks wait. And, I'll see how this next one looks. Why go again with Lenovo - maybe just a bad sample and I'm not aware of much else out there with some signs of quality but maybe a HP.

I don't like to rant - but maybe the beast is too big and things are slipping for the ThinkPad. I think it was mentioned here, but if you make a change to the order and it has not shipped - cancel and reorder. But also note, you could miss some of the deals that were once with the original order selections.

I'll let everyone know about the replacement. Hope for better weather here.

So your ordered a laptop and noticed it wasn't the quality you were expecting and that they even fumbled the OS change instructions. You call them up and they admit fault, offer to take it back at no cost to you and are sending you a replacement.

Where's the problem again?

Mistakes happen - no company is ever perfect. If anything this can be used to serve as proof Lenovo does actually care (at least a little) about their customer. A very good thing if you ask me.

Yes you can argue that it shouldn't have happened in the first place - but like I said mistakes happen. Now if you get your replacement and it is also has build defects then I think you can complain about poor build/customer service.

In all fairness to the guy
- if you take six weeks to fulfill an order, that right there is already a red flag
- then not fulfilling the most basic concepts of what the customer ordered

All that goes before one even gets into the issues of poor build quality that should never have left the factory.

Looking at it like that, he does have a point and doesnt need to be told off for having the temerity - gasp - to say that this is just no good enough. Suppressing that kind of feedback or discouraging it is NOT going help Lenovo maintain the brand and it isnt going to even help you yourself as a Lenovo customer if it isnt voiced. Unless of course you want the kind of service he received.

I'm not trying to suppress, I'm just saying that Lenovo messed up and they were willing to fix the problem. It would be like going on a forum about McDonald's and complaining (while waiting on my corrected order) that they messed up my order, but then agreed to fix the order for me.

I just think it would have made more sense to post after the replacement had been received, that's all.

Its hard to see how you're not trying to suppress him. He gave us a running comment on
a) poor workmanship
b) pending response to a complaint

So, To his credit, he very explicitly separated the issue of their pending response, from their original action. And said he was waiting to see what part b) would end up as.

As a consumer I would prefer to see the live feed of what is going on i.e. that he got sent something sloppy. This could be valuable information, for example for someone who is considering buying Lenovo and doesnt have time to burn on back and forthing - he want to have his product arriving on schedule and ready to operate. (wow, shock)

After all Lenovo Thinkpad T series is in fact positioned as business critical products, its not an Acer netbook or something where we can assume the buyer has time to waste or has traded down and dont mind low quality.

So lets be fair to the guy and let him make his comment without critisizing him.

osamede wrote:Its hard to see how you're not trying to suppress him. He gave us a running comment on
...
So lets be fair to the guy and let him make his comment without critisizing him.

Well I don't feel like I was trying to suppress him and it was never my intention to do so.

I will admit my wording was much stronger than it should have been but I still think he should have waited until he received his replacement. That's maybe just me. But just as he is free to voice his opinion I am free to voice my own.

Well - this is not McHamburger... Customer Service, Customer Service Supervisor, Sales, and don't recall the last.

First three reps were saying tough - go buy the OS from MS, you got what you originally ordered, do warranty and get used?, etc. ALOT of complaining had to be done etc before Lenovo decided to do some changes. Lenovo (4th rep) could not argue against when the OS change was requested and order delays ... then, we are out of a computer for...lets see - still counting days. Is this not suppose to be a company for IT critical processes? If I didn't have a soft spot for years of ThinkPads - I'd say screw it. Then, top off what actually came - should have taken pictures for the nay sayers - T61 lines to the T500, something is giving here everyone.

What I received etc, shows a decline in a number of areas. I'm glad if your order topped the list - mine did not. Yeap, I'm a ThinkPad user who is making an experience known on a ThinkPad forum ... I'll come back here and let you know what the next one looks like. IMHO, I was taken by a number of items here, thought it should be known. Your $! I'm just a number of one out there.

Replacement showed up one day before the estimated delivery of 10/30/2009. I had been watching the order status and no tracking information update. Well, the enter family was out getting carry out and then I seen that missed UPS delivery on my door. Sure enough, Lenovo Direct.... darn it. So ran to UPS hoping they would have the package - no, truck was still out. However, I could come back before 9 pm - I got my T500 replacement

So whats different? I would not change a single comment on the first T500 or the daisy chain of reps I had to convince that Lenovo did not deliver. However, this time the order was here before expected (yeah, I thought on the 30th, they would delay). So its looksy time... Box/packing did its job - it had been handled a bit rough on its trip from CN. My expectations were controlled - hey, stickers are on straight, bow/bend in the lcd casing was still there - BUT not nearly as bad. I could not find a ding, scratch, or other damage. The LCD fit was slightly better - but there is still a molding problem in the upper right hand corner (leaving a larger gap in the non-active LCD border compared to the upper left). This must just be the case with the inner molding that houses the integrated camera. I'll live with it. Lenovo needs to get its fit/tolerances reviewed some. Keyboard - no issue, overall looks - black thinkpad looking to do business. The sound/speakers do seem better than what was in my ex-T61. I never owned the better IPS screens mentioned...I would have ordered based on past reviews (I like detail, sharp, clear, etc).

I have the Vista Business 64 with the free w7 upgrade. The OS is fine, but the annoying security pop-ups are redundant. This is my first taste of Vista...so can not say much more. I'm not sure how the w7 upgrade will work with Lenovo's recovery partition. I'll look on the other threads.

Since this a running thread, I hope there will be no need to follow-up. I plan to get 7 to 8 years out of this T500 (as long as I don't visit Lenovo's sales!). I'm pleased with the product, but Lenovo is slipping. Keep an eye on them...the little things in customer service and attention to detail just might make a difference.

Glad to hear the replacement was at least better, even if it didn't match the standard of quality that it should.