Lenovo Customer Service is EXTREMELY disappointing

[uks4z]

I have a t41p. While that was in warranty, IBM's customer service left nothing to be desired. But Lenovo! To put it mildly, they suck.

I placed the order for my 14.1" t61p on 10/3. Est ship date was 10/22. The next day I received an email saying my credit card didn't go through because the shipping address didn't match the one on file with the CC company. Well, I had already added the shipping address to my CC, but called the CC company anyways to confirm. They had the correct address. Called the number they gave me for the CC division to tell them that everything should be fine. Their business hours are 9 to 6 EST supposedly, but I got a recording at around 3 pm. Told them to rerun the CC, gave them my order #, the passcode they had sent, etc. Waited for a few days. No response. Called the CC division, again a message! Told them to call me back immediately and to leave a message on voicemail if I didn't pick up. Nothing!

Called customer service a few days later, they said the CC was still not run through. The guy put a message in to the CC division to rerun the CC. No response!

Called customer service on the 12th, told them what was going on, they put in another message to the CC division to run the CC and to call me once they did. The guy said they would call back on Monday (10/15). Monday came and went. Called the CC division and again, A FRICKING MESSAGE!!! Basically, if you call 1-800-426-3325 you will never get a live person.

Called customer service on 10/16, told them what was going on. They said the CC had been run on Monday, but my shipment was going to be delayed until the 2nd week of November. Why I asked? Because the CC hadn't gone through until Oct 15th and the screen size I ordered was very popular.

Well, I was [censored]. I ordered on Oct 3rd, and through LENOVO's FAULT, they didn't run the CC until the 15th. Why should I have to wait in line? Why did they wait so long? The person gave me the # for the CC division so I could find out what happened. Yeah, so I can leave another message??? I told her that I wanted to talk to a supervisor to have them expedite the order. She said none were available on the floor. Right. She said she'd put in a request for someone to call me and they would within 48 hours. I said they better because their customer service has been awful.

Well, what do you know. It's been 48 hours and NO CALL. I hate Lenovo. With a passion. I've always felt Thinkpads were a superior product, but I just don't know whether it's worth the hassle of buying one.

[Harryc]

Why didn't you just cancel and reorder after the first no response from the CC dept?

[uks4z]

Why didn't you just cancel and reorder after the first no response from the CC dept?

Well, because the special they had expired. I got a great deal saving approximately $1,000 off list. And I don't know why it didn't go through in the first place, which means I don't know whether it would go through the 2nd time. It might have been my credit card company's fault initially, but the way Lenovo handles customers is just unacceptable.

[Harryc]

Yeah I hear you. Well on the positive side $1000 is a great savings and probably worth a little hassle, but it sounds like Lenovo is experiencing staffing constraints, at least at the Credit dept. I don't recall ever waiting too long on hold for Maintenance though, so maybe they took some credit guys and put them on Maintenance answering phones . Good luck with your new laptop. T61/P's are very nice machines.

[Hellbore]

I had an almost identical experience with my T61p.

Lenovo's credit card services department is downright evil.

Once you actually get the laptop in your posession, life becomes MUCH nicer, because from then on you will get to deal with IBM instead. I had an issue with mine and am having to RMA the laptop and so far it has been good service.

So yeah, Lenovo has HORRIBLE service while you are trying to buy something, then once you get it, you should be fine.

[uks4z]

Well, I finally got a call back today and they say they'll ship by the 29th. That's a week delay, so if they meet that, I guess I can live with it.

Once you actually get the laptop in your posession, life becomes MUCH nicer, because from then on you will get to deal with IBM instead. I had an issue with mine and am having to RMA the laptop and so far it has been good service.

So yeah, Lenovo has HORRIBLE service while you are trying to buy something, then once you get it, you should be fine.

It's funny that the part that should be easiest (buying) is the most painful. But yeah, I'm hoping the laptop is great and customer service once I get the laptop is what I've experienced in the past with IBM.