Horrible Lenovo customer service

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nombrecinq · #1 Post by **nombrecinq** » Mon Feb 05, 2007 3:13 pm

I first ordered a T60p on Dec 7th, 2006. Then I found a better deal so I cancelled the order and ordered a new one. Lenovo then charged me for both computers and sent me both.

There was a glaring dead pixel on one of them, so the customer service rep told me to open the other computer. That computer had a great screen but the keyboard was wobbling inside the chassis. So Lenovo set up a return for both of them and an exchange for one.

It's now two months later and I still don't have a computer. I had a URL to check the status, and it changed from shipping January 25th to February 7th. The funny thing is that now the system says that there is no such order number.

I can't get ahold of anybody at Lenovo. The customer service reps I was in contact with have pretty much ignored me except for one, but the response isn't always timely like it should be. I'm just about fed up with this whole process.

One of the reasons I bought a Thinkpad is because of the supposed superior quality, except that I received two lemons. What are the chances of that? The other reason I ordered one is because I thought they had exceptional customer service. If ever I needed a replacement computer... I thought IBM/Lenovo was the best in getting one to the customer ASAP, and I definitely need a reliable laptop for business meetings. If ever I have a problem with the computer and need to send it back for repair or replacement, I really can't afford to wait 2+ months. I don't even have the first one in my possession now.

I don't know what to do, although I'm thinking of going with a different company that'll take care of me a bit better.

The Spirit of X21 · #2 Post by **The Spirit of X21** » Mon Feb 05, 2007 4:43 pm

That sounds strange - they ignored you? They should have supervisors you can complain to. At this point, I would start to get a bit pushy. You paid at least $2k for the thing, so you deserve a proper response about your machine.

nombrecinq · #3 Post by **nombrecinq** » Mon Feb 05, 2007 5:04 pm

I'm starting to get pushy actually. This isn't right that I've had to wait this long. The most important thing is that when something goes wrong in the future and I absolutely need a computer for business, then I need to get a replacement or loaner right away. I thought that's what IBM/Lenovo was good at but maybe I thought wrong.

ronan_zj · #4 Post by **ronan_zj** » Mon Feb 05, 2007 6:41 pm

trust me.
IBM, no, I should say Lenovo Thinkpads does have good quality than others.
I believe I will still buy Thinkpad in future.
buddy, you can try to call them again, and let them transfer ur line to the supervisor.

newbie1983 · #5 Post by **newbie1983** » Mon Feb 05, 2007 7:20 pm

you sure? I saw your posts on another forum. I updated to the latest intel drivers, have never had a memory parity error since. I am pretty sure it's a wireless driver problem. Cos the day before, I was watching youtube on ethernet cable, never had the same BSOD.

nombrecinq · #6 Post by **nombrecinq** » Tue Feb 06, 2007 3:06 pm

An update to my situation with Lenovo. After not being able to access the order status, I gave them a call this morning. Apparently the order was cancelled, and I was definitely not notified. They just cancelled the order and would probably keep my money if I didn't have a problem with that.

The supervisor I spoke with placed a new order for me, but I wouldn't receive that for another month at least. I'm cancelling the order and I have no plans to do business with Lenovo again. These turnaround times are no good, and the lack of attentiveness i'm getting (or not getting) from the company is definitely not the way to keep customers coming back. It's unfortunate that a product line with such a strong track record is being fumbled by the new owners.

I still need a notebook, maybe I'll try an Asus. Actually, any computer will do I just need one in my possession after I pay for it.

freakwave · #7 Post by **freakwave** » Tue Feb 06, 2007 3:20 pm

I am just wondering, if you need it so desperately, why dont you buy from a retail store where they have them on stock.

I am not quite sure but there should be plenty of stores (also online) where you can get just the device you want.
Then just get a onsite support contract, so when anything is wrong, IBM will show up at your desk and fix the problem.

I did this procedure with my thinkpads and am absolutely happy. Had about 4 requests: (2 battery replacements, where they just sent me a new one, and 2 onsite requests (harddrive replacement and one motherboard replacement).
The 2 onsite issues where fixed within 24 hours.

Hope you find a good computer !!!

nombrecinq · #8 Post by **nombrecinq** » Tue Feb 06, 2007 3:34 pm

The computer I ordered from Lenovo was a T60p, with a 15" Flexview. I didn't know those were available in any retail store, otherwise I would have purchased there. Am I missing something? I'd love to buy one in a store.

pianowizard · #9 Post by **pianowizard** » Tue Feb 06, 2007 3:34 pm

nombrecinq, I am sorry to hear about what you went through. Based on what I've read on this forum, Lenovo's service indeed has gotten sloppier in the recent months. The chance of receiving a lemon also seems to have gone up. I have owned >20 Thinkpads and can assure you that when a Thinkpad is manufactured properly, it's more solid than nearly every single laptop made by other companies.

I agree with freakwave that the best way to buy a Thinkpad is through other retailers. You should consider Euclidcomputers.com and CostCentral.com.

nombrecinq wrote:The most important thing is that when something goes wrong in the future and I absolutely need a computer for business, then I need to get a replacement or loaner right away.

The best and perhaps only way to guarantee that is to own two laptops.

YourOldBuddy · #10 Post by **YourOldBuddy** » Tue Feb 06, 2007 7:58 pm

I understand how this can happen if you already had an order cancellation in the system.

nombrecinq · #11 Post by **nombrecinq** » Tue Feb 06, 2007 8:01 pm

I cancelled the order and I'll think about buying a new one, but I might also try getting an Asus instead. The Lenovo was a good deal, I bought it around Xmas when they have serious discounts. But it wasn't a good deal because I wouldn't have it for another month. That's 3 months since original purchase date, and they can't get me a [censored] laptop. Just inexcusable. Any idea of where a good place to buy a T60p online would be... besides Lenovo directly?

dfumento · #12 Post by **dfumento** » Tue Feb 06, 2007 8:06 pm

nombrecinq wrote:Any idea of where a good place to buy a T60p online would be... besides Lenovo directly?

Pianowizard above already answered your question:

I agree with freakwave that the best way to buy a Thinkpad is through other retailers. You should consider Euclidcomputers.com and CostCentral.com.

These are both reputable sellers of Thinkpads at good prices.

I'd drop the requirement for the Flexview. I used to have them but I'm quite accustomed to the non-Flexview of my X60 and you will get better battery life. You are also much more likely to get a Thinkpad in a timely fashion.

pianowizard · #13 Post by **pianowizard** » Tue Feb 06, 2007 8:40 pm

dfumento wrote:I'd drop the requirement for the Flexview.

That's a very good suggestion. I really think the advantage of the Flexview is exaggerated if not imaginary.

#14 Post by **BillMorrow** » Wed Feb 07, 2007 1:02 am

nombrecinq wrote:I cancelled the order and I'll think about buying a new one, but I might also try getting an Asus instead. The Lenovo was a good deal, I bought it around Xmas when they have serious discounts. But it wasn't a good deal because I wouldn't have it for another month. That's 3 months since original purchase date, and they can't get me a [censored] laptop. Just inexcusable. Any idea of where a good place to buy a T60p online would be... besides Lenovo directly?

which T60p model do you want..?

ALSO, FWIW, last i heard, the 15 inch 1200x1600 flexview display was no longer available..
at least for now..
the 15 inch 1050x1400 flexview IS available..

SO!, which one do you want..
what is the model/type number.. ?

also, i would not take lenovo unilaterally cancelling your order..
i would [censored] loudly..

further, i would have kept the thinkpad with the loose keyboard as that is a trivial fix..
hindsight being 20/20 of course..

snife · #15 Post by **snife** » Wed Feb 07, 2007 9:11 pm

I don't understand the reasoning behind considering a ThinkPad and then considering an Acer - they are completely different classes of machines; Acers are for light, home use from what I have seen of their sturdyness, also, in the UK I have never seen an acer that didn't have a stuck pixel and I get about 20 odd ThinkPads every quarter and have never seen a stuck pixel (have seen only a couple of dead ones too) so I do think they must use lower graded panels.

Don't buy another vendor out of spite as you'll only end up regreting it - Lenovos' ordering process is far inferior to its products and post support so stick with it and maybe try to get one off a businees partner instead (like Bill).

I agree that you should have kept the one with the wobbly keyboard - if the sales guy you spoke to had even a clue about a ThinkPad he would have advised you to call post sales to be given the instructions to reseat it and probably fix it very easily.

Horrible Lenovo customer service

Horrible Lenovo customer service

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