Two Recent Good Lenovo USA Support Stories

[BruisedQuasar]

One key started going bad on my then 8 month old Lenovo Edge. It took five minutes to get support. No problem getting a new keyboard shipped to me. Entire call took less than 8 minutes. I had the keyboard in two days just as they estimated. A month later I had a Linux distro new version install go bad. Found the discs I burned for recovery did not have Windows on them and of course the factory reinstall partition was gone.

Again, I had two discs on their way to me in a matter of minutes. Windows 7 and the drivers. Completely Free of charge. I was surprised when I found, just as the Tech told me, the discs automatically restore my drive to original factory install, including the Lenovo partition.

I've owned Thinkpads beginning with a T-23 and a T-60 after that. I have never had to contact Lenovo before. I have had to contact many computer makers since 1981. I saw support seriously deteriorate in the 1990s across the board, with the exception of a few companies such as Compaq (Compaq was a world class laptop maker then) and Dell. Dell ruined their unique, popular online forums, the consumer line deteriated and so did their support after 2005.

I was surprised by the efficiency and response I received this summer (2011) from Lenovo America Support.

[ausmike]

Hiya Bruised*;
...glad you ARE HAPPY - am sure lots of others might not agree with ya ......
but I can also say - TECH SUPPORT = is getting better!! - maybe cause the 'support' is now back with IBM OUTSOURCING DEPT - thats what I heard!

weirdst part is = sicne I travel a lot , I am lucky/unlucky enough to see-use that THINKPAD WORLDWIDE warranty support - at all three/four major support locations of IBM/LENOVO.... and yet i always come away with bad taste ...after calls to ATLANTA ONLY - weird that!

also suprise to me is/was HOW DIFFERENT the 'return/replacement' parts policy is/are eg i had a SSD failure (while in Europe) and tech come to repalce it , didnt even want the OLD SSD back - he told me you can get rid of it !!! and than i had simialr experaice with my mSATA drive failure in USA , and they called me twice ' to make sure i did send the OLD ONE BACK" .......fun fun fun !!

anyho.... my rant is over to today !

Cheers mate