New Lenovo Support Page (June 2011)

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#1 Post by **jdhurst** » Sat Jun 04, 2011 4:32 pm

For years (many years) the Lenovo Support page for any given model pointed to an IBM web page. You could key in your model number, and it would take you to a page. On that page you could click on Drivers and Downloads and get taken to a list of drivers in date order, most recent at the top.

It was dead simple, indeed trivial, to see what was new, and should you be interested, you click on the link and land on the MIGR page, download the driver and carry on.

That has just changed dramatically for the much worse.

You go to support as always and now it wants to know your model in a new way (dims the page). You key it in, but it does not remember it, so you now must enter the model number each time.

Then it goes to a new page for your model and shows a number of changes. So far, this is workable except for the quirk of not remembering your keystrokes (an Internet Explorer capability for a decade).

But now you click on downloads and things deterioate to the point of utter useleness.

You are given a category list of the drivers and you have to open each one to see if anything is new. 40 categories and woe betide you if you do not know which category to look in.

Now, it gets even worse. I downloaded the UltraNav driver for my T61p in late May. It is version 15.3.6.0. I did this from the IBM page showing me the most recent version. On the new Lenovo page, I click on the Mouse and Trackpoint category and the most recent version is V15.2.20 - much out of date. In addition, they are not showing drivers for 64-bit, only for 32-bit.

System Update was always a couple of months or more behind and does not sport all the updates. So now Lenovo has dumbed down the support page to match System Update.

Take a look. If you want to manually get your drivers as I do (because I want them for another system or a rebuild), then the new method is utterly broken and worthless.

I am not being overly harsh given what Lenovo has done.

See for yourself, and by all means help me and correct me if I have the wrong end of the stick.

.... JDH

ajkula66 · #2 Post by **ajkula66** » Sat Jun 04, 2011 4:48 pm

I'm with you...

Tried to do a parts lookup on a machine and it took me five minutes along with numerous curses in various languages...

Still have to figure out how to navigate the driver download section properly in order to actually get something downloaded...

Not a happy camper whatsoever.

YMMV.

#3 Post by **jdhurst** » Sat Jun 04, 2011 6:33 pm

I went back there and a survey popped up. I gave them a very bad rating (deserved) and made 4 consise points"
1. Remember forms data does not work.
2. Category is a very bad way to display date-sensitve data.
3. Drivers in the categories are old and out-of-date.
4. Some drivers not available in 64-bit version that used to be.

All in all, someone at Lenovo should lose their job for cause on this one. ... JDH

#4 Post by **Mark@Lenovo** » Mon Jun 06, 2011 12:03 pm

JD, George,

Thanks for the candid feedback.

While the implementation of quickpath and browse are different, the result should be that it remembers which system you have selected for the rest of the session. You can also create an account on the site and have it remember up to 5 systems in your collection when you log in. As you have noted, we are now having the user select a system and then group the navigation options relevant for that system. In the short term, we are working through browser compatibility issues, missing system information (as we migrate and revalidate data) and some back end issues that have caused the site not to work as designed. I expect we will get the kinks worked out.

There is a bigger thing going on here, and that is a consolidation of multiple sites and multiple infrastructures into a single WW system. Once we complete this consolidation, we can really focus our resources on making improvements to a single system and single way to manage content which should result in a better and more consistent experience for all our customers, whether they have Think or Idea systems.

With the bigger picture in mind, I hope you will continue to provide feedback on key usability concerns, and features that you really found helpful (I've read a lot of comments about the driver matrix).

Thanks guys!

Mark

donzoomik · #5 Post by **donzoomik** » Mon Jun 06, 2011 12:49 pm

Horrible, just horrible.
I tried to find some drivers but errors just kept popping up when i tried to identify my laptop. In the end i still had to use Google to find IBM page.

#6 Post by **Mark@Lenovo** » Mon Jun 06, 2011 2:28 pm

donzoomik,

Could you retry? We had some issues between 11am and 2pm EST today which affected the operation of both the browse and quickpath functionality. We understand the importance of having a reliable site and apologize for the trouble.

Which model laptop were you looking for?

Mark

ozzymud · #7 Post by **ozzymud** » Mon Jun 06, 2011 2:31 pm

Thank goodness I mainly own older IBM Thinkpads, and have already archived locally ALL drivers available for them... The new design really is a no-buy point I would have to consider when I'm in the market for a new laptop

That new design BLOWS!

#8 Post by **RealBlackStuff** » Mon Jun 06, 2011 2:41 pm

ozzymud wrote:That new design BLOWS!

The correct phrasing is: SUCKS!

ozzymud · #9 Post by **ozzymud** » Mon Jun 06, 2011 2:56 pm

one in the same if your refering to the type of "job" they are doing

One is the name, the other is how it's done

#10 Post by **JaneL** » Mon Jun 06, 2011 4:20 pm

ozzymud wrote: one in the same if your refering to the type of "job" they are doing One is the name, the other is how it's done

I am not amused by crude references. Stop it now.

Sent from my iPhone using Tapatalk

misfit · #11 Post by **misfit** » Tue Jun 07, 2011 7:40 pm

Mark@Lenovo wrote:Thanks for the candid feedback.
<snipped>
With the bigger picture in mind, I hope you will continue to provide feedback on key usability concerns, and features that you really found helpful (I've read a lot of comments about the driver matrix).

Thanks guys!

Mark

Feedback follows:

Well, I discovered this change the hard way. I tried to look up the model-type number of a couple of ThinkPads from around '07 that are up for auction here in New Zealand and had no luck whatsoever. The old, bookmarked page wasn't found and when I navigated to the new interface it simply told me that there were no results for the numbers I put in. Just as a test in case they were quoted wrongly I entered the numbers from this T60 (2007-7KU) and again got 'no results'.

Instead of making people jump through hoops for nothing why not just show an animation of the middle finger and say you're no longer going to support machines that are out of warranty?

I dread when I have to do new installs on any of my ThinkPads (only a few of which are listed below, sig files are limited). I guess that perhaps the folks here will band together and share drivers etcetera? If Lenovo aren't going to provide them, or worse, make you jump through more hoops than all of those third-party driver places that Google brings up then I don't see any options. I have a few drivers archived but nowhere near what I will likely need down the track.

Bobroberto · #12 Post by **Bobroberto** » Tue Jun 07, 2011 8:19 pm

Dunno what the ruckus is about, I still login and get the old site setup with the single 7 digit entry box. Am I missing something?

#13 Post by **jdhurst** » Tue Jun 07, 2011 9:24 pm

Bobroberto wrote:Dunno what the ruckus is about, I still login and get the old site setup with the single 7 digit entry box. Am I missing something?

I google around and found the old site and that is still working.

But when I go www.lenovo.com, click on support and enter my 7 digit model, it takes me to the new site. I notice right at this minute that the support server is down. I posted here (thinkpads.com) originally because I am comfortable here and do not care for the Lenovo support site (too many people).

Nonetheless, based on Mark's comment here, I don't think I am the only person who doesn't want to search by 40 categories. I accept his (Mark's) comment that Lenovo is working on it. System Update never grew up, so I don't know it the support site will ever get better now. .... JDH

#14 Post by **Harryc** » Tue Jun 07, 2011 9:38 pm

Firefox users can use the Lenovo MTM search and it will take you exactly where you want to go. I have been using it for years. Once installed and selected in the 'manage search engine' list, you can highlight a MTM anywhere and right click on it and select to "Search Lenovo MTM".
http://mycroft.mozdev.org/search-engine ... Lenovo+MTM

#15 Post by **jdhurst** » Tue Jun 07, 2011 9:43 pm

I endeavoured to post here in a rational manner. I would like to keep it calm and controlled.

I signed into the Lenovo forum and people there are exceedingly unhappy with the new offering. I did not post, but I do agree with the posters there.

For the time being, I can still get to the IBM site and that is what I shall use.

.. JDH

misfit · #16 Post by **misfit** » Tue Jun 07, 2011 11:32 pm

Harryc wrote:Firefox users can use the Lenovo MTM search and it will take you exactly where you want to go. I have been using it for years. Once installed and selected in the 'manage search engine' list, you can highlight a MTM anywhere and right click on it and select to "Search Lenovo MTM".
http://mycroft.mozdev.org/search-engine ... Lenovo+MTM

Awesome! How come I didn't know about that already?

Thanks heaps Harry.

#17 Post by **jdhurst** » Wed Jun 08, 2011 8:20 am

Mark has asked for an orderly discussion of the new site in the Lenovo Forums. Here is what I posted there just now:

I have 5 main criticisms of the new site:

1. It does not remember my model number input. I can live with this.

2. The content is by category and does not offer the ability to list by date to see newest drivers. I CANNOT live with this. I am dealing with client machines and I need fast access to current driver data. I cannot use a category view because it takes way too long (20 minutes or more) to find recent drivers.

I push my client to Lenovo because I can support the machines. I can no longer do that with the new site.

3. No more driver matrix. This is another necessary tool I CANNOT live without. If I know I need a particular driver, the driver matrix is the way to go.

4. The driver data in the new site is not current. When you are trying to fix an issue (Software rendering in IE9 with Flash), and IBM support on the telephone (new, in Warranty), one needs fast access to drivers. Category views are unhelpful in this environment.

5. In at least one case, 64-bit drivers are necessary but not available in the new site. I assume this will be fixed.

So I need a date ordered list of most recent drivers and I need the driver matrix. Category view does not do the job.

Finally, please do not hitch your wagon to Sofware Update. It is usually months behind any current drivers. To be cynical, do not make the support site bad to match Software Update. Make the support site better and bring Sottware Update up to snuff.

.... JDH

#18 Post by **JaneL** » Wed Jun 08, 2011 8:58 am

Thanks for posting that at LF, John. The first thing I looked for when we got access to the new site were the driver, HMM and video matrices because of their value to experienced users and support personnel. The more of us who drill that into Lenovo's consciousness, the better.

Jane

nichevo · #19 Post by **nichevo** » Wed Jun 08, 2011 1:05 pm

+1, could not find system components for the 1871-4AU I wanted on the site as per the old way. Have no idea whether warranty lookups, driver lists, etc., are affected. What a blessing is that mycroft add-on.

However, Mark@Lenovo, I am thinking of starting a whole new Thinkpad refurb/reseller/VAR business. One reason why I wish to specialize in Thinkpads is that, as has been said here, IBM made them eminently supportable. If Lenovo now wishes to gut my ability to assess, buy, rebuild and sell machines of the T4* series, T6* series and up...

...well, it's a sad day, but I guess I should thank you for letting me know before I take the plunge.

On the contrary, some sort of firm commitment to supporting the aftermarket could only redound to your bottom line, increasing the present value of new machines just as Honda advertises the higher resale value of their cars as a USP.

We can accept bumps in the road but don't betray us. There can be no good end for anyone that way and that includes you.

#20 Post by **JaneL** » Wed Jun 08, 2011 3:37 pm

While I want to encourage everyone to continue discussing this here, I'd also like to encourage you to post at http://forum.lenovo.com/t5/New-e-suppor ... r_Feedback where it will do the most good.

Keep it civil, just the facts, please. Frothy-mouthed rants, while satisfying, are not nearly as impressive as messages like jdhurst's business-like, bulleted list of problems and issues:

http://forum.lenovo.com/t5/New-e-suppor ... 53011#M187

#21 Post by **Mark@Lenovo** » Wed Jun 08, 2011 6:25 pm

All,

Thanks for the well considered feedback. I will try to keep an eye on this thread and follow up on Lenovo's forums as well. I'm a bit pressed for time at the moment, but wanted to check in and respond to a couple of the items.

Misfit,

I just tried 2007-7KU in quickpath and it works (at this moment). We've had some bumps - we've had some issues with browser compatibility, and missing content affecting quickpath as well as what I understand to be some scripting code in the home page that has led to less than desirable results.

Over the last couple of days we have improved support for IE 7. 8 and 9. Today we had some very early morning outages and then some maintenance to update the scripting. We have also continued to find and fix missing MTMs. I noted 2765 didn't work as reported by another user early in the week and I verified it didn't work, but find now that it does. We have had issues with MTMs that start with "0" like 0221 (which is an Edge) that you could find via browse, but not quick path. We are fixing those kinds of things. These are annoying and detract from what the site can be.

JDhurst,

Thanks for the well reasoned 5 point feedback. We are taking a look at what it will take to do a driver matrix - I'm not in a position to commit that we will, but I can say we have heard the feedback and understand the stated importance.
I believe if you create an ID on the site, you can save up to 5 models - that might help you . I know you have a lot to support. I've heard the date sorted driver request as well - will keep that near the top of the list for consideration in a future release.

nichevo,

The site has to work. It has to work for us - we rely on it to support you, just as you rely on it to support yourself and others. Please know that we are committed to making it work.

Please hang in there. Use the old site if you must, but please try the new and keep the feedback coming!

Mark

misfit · #22 Post by **misfit** » Wed Jun 08, 2011 6:52 pm

Mark@Lenovo wrote:All,

Thanks for the well considered feedback. I will try to keep an eye on this thread and follow up on Lenovo's forums as well. I'm a bit pressed for time at the moment, but wanted to check in and respond to a couple of the items.

Cool. I appreciate that you're keeping an eye on this thread Mark as I no longer post to the Lenovo forums. I found them too anarchic and threads too prolific. However that's where I first 'met' you, years ago.

Mark@Lenovo wrote:Misfit,

I just tried 2007-7KU in quickpath and it works (at this moment). We've had some bumps - we've had some issues with browser compatibility, and missing content affecting quickpath as well as what I understand to be some scripting code in the home page that has led to less than desirable results.

Yes, I've just tried it and see that it works now. Also it's the first time I've got the new 'results' page to display (regardless of type-model input) so now at least can see what folks are talking about.

Mark@Lenovo wrote:Over the last couple of days we have improved support for IE 7. 8 and 9. Today we had some very early morning outages and then some maintenance to update the scripting.

I use Firefox exclusively and yesterday couldn't get anything to display.

+1 for Date Ordered list of drivers and Driver Matrix.

Cheers,

donzoomik · #23 Post by **donzoomik** » Sun Jun 12, 2011 2:45 pm

I retried the site but just got more frustrated. I needed some drivers for my TP but I didn't even bother to go through all the sections.
Many sections have duplicate entries.
Many entries are duplicates across sections.
I want matrix and date-based listing back.

rleo25 · #24 Post by **rleo25** » Sat Jul 02, 2011 4:00 pm

Agree with you, the new support page design looks like for kids, lot of color, lot of images, lot of different fonts, it lacks the simplicity and clearness we all like in a support page and a more corporate one, the worst is that you rarely find quicly what you are looking for, things should be reshaped Lenovo, it looks like the quality of the web and commercial team is subpar with the Thinkpad design team! Or is it a merchandise move to position the brand into a more popular consumer segment?

#25 Post by **Mark@Lenovo** » Tue Jul 05, 2011 10:12 pm

All,

I thought I'd post back on this thread and let you know we are still working on the duplicate clean up, and have restored the driver matrix capability.

I've also posed a question for you to consider on another thread on this board - if you were to prioritize, would you want near term effort spent on automating driver matrices to ensure they are up to date, or to enable bookmarking of URLs for all individual downloadable files?

Which and why?

Thanks!

Mark

#26 Post by **jdhurst** » Wed Jul 06, 2011 5:18 pm

Mark@Lenovo wrote:All,

I've also posed a question for you to consider on another thread on this board - if you were to prioritize, would you want near term effort spent on automating driver matrices to ensure they are up to date, or to enable bookmarking of URLs for all individual downloadable files?

Which and why? Thanks!

Mark

I would have thought getting driver matrices up to date to be of higher priority. I would never bother to bookmark URL's for individual downloadable files. I have no need for that.

What I need, for any Thinkpad/Thinkcenter is a list of up to date drivers so I can download them and install them.

When I look up my 8891-CTO under the driver matrix link, there are many files I have that are not in the matrix. So it is not up to date. Since my machine is running Windows 7, it remains a current machine.

Cheers, .... JDH

mmichael · #27 Post by **mmichael** » Fri Jul 22, 2011 1:33 pm

I agree with you rleo25. The new page lacks simplicity.

rleo25 · #28 Post by **rleo25** » Wed Jul 27, 2011 8:54 am

Would like to get news from Mark Lenovo as to how are they handling this urgent issues to solve. In this forum and in Lenovo's one, can be seen enough and accurate feedback posted by users.

rleo25 · #29 Post by **rleo25** » Fri Aug 05, 2011 1:13 pm

Ok, things are getting better, I understand the complexities of the platform change, excuse me if I have been harsh. Support page is looking better, driver matrix is functional again !

#30 Post by **underclocker** » Fri Aug 05, 2011 2:53 pm

Just hire Apple to take over the managment of Lenovo's website , here's a good example of their work --> www.apple.com

How can a computer company keep making their site more difficult to use and less useful?