My experience with Lenovo has been mixed.
I found the ordering of the product to be exceptionally well done. I ordered my X200Tablet customized laptop on 7/24, and was promised a ship date of 8/6. Much to my surprise, it shipped on 7/28 and arrived on 8/3/2009. Wonderful!
Out of the box, nothing was missing and the computer booted up well. I was disappointed with the amount of bloatware installed. I basically had to do a full wipe and clean build of the system in order to recover the true performance abilities. Not unusual for a prebuilt though.
On 9/16/2009, after watching my 18 month old son scribble on the screen in MS paint, it occurred to me that I might wish to buy the extended warranty protection that would cover accidental damage. I went online to lenovo.com, entered my machine type and serial number, and selected the 3yr Depot Upgrade w/ 3yr ThinkPad Protection (which covers accidental damage). The prior page to add it to the cart listed the price as 237, but the cart showed it as 279, and after tax was a little over $300. Not a big deal, well worth it.
The following weekend, a crack showed up in the lcd screen. I immediately called lenovo customer service that saturday, and was informed that since I did not have an extended warranty, I would be charged $979 for the repair. I inquired how they knew that's how much it would cost, since they hadn't even seen the machine, and didn't know all the components that were damaged, and wondered if it was just a worst case estimate. Not so. The CS rep told me to call back on monday to speak with their "Entitlement Department".
This was the most unhelpful customer service rep I have ever encountered. I had to prompt him for everything. Here's an example exchange:
Me: "Hi! I've got a lenovo X200T with a cracked screen"
CS: "Yes?"
Me: "Well, um, it's not displaying right, and I need to get it fixed"
CS: "Ok."
Me: "Can you guys fix it?"
CS: "Yes."
Me: "OoooooK, how about we do that then?"
CS: "Alright."
.
.
.
I'm used to good customer service being a fellow (or gal) on the other end of the line who hears your problem and finds out what they can do about it. I literally had to drag this guy along to get what I wanted.
Anyways.
I call back on monday, and speak with another CS rep. I inquire if I can get the machine sent in for repair while I sort out the warranty issue. No go he says, they will charge me for it. So they CS rep transfers me to the Entitlement Department.
There, I speak with Ms. P, who is fairly friendly and helpful, and she initially says I have purchased the wrong warranty. I explain how I purchased it, and it eventually comes up that she has no idea what I've purchased. She requests that I fax her my proof of purchase. Pretty ridiculous, I think, that I have to go to www.lenovo.com, pull up my order, print it out, write "Attn: Ms. P, Case #: xxxxxxx", and fax it BACK to lenovo, to prove that I've purchased the warranty. However, I follow her instructions, and wait for her callback.
On Tuesday a prepaid UPS box arrives from lenovo, much to my surprise. I assumed that the CS rep and entitlement department must have worked it out and that my laptop was cleared for warranty repairs. Great! I pack up my laptop and ship it off, UPS picks up my box on Wednesday.
Thursday, I receive a call from lenovo CS informing me that they have my laptop and it will cost $750 to repair the screen, will I authorize the repairs? WTF?
I call lenovo back, and get another rep in the Entitlement Department, Ms. M this time. Ms. M informs me that I only have a 1 year warranty. She informs me I need to fax in proof of my extended warranty purchase. I inform her that I've already done so. She asks to whom, and I give her Ms. P's name. Ms. M has never heard of Ms. P. I complain that it's fairly ridiculous that I'm having to fax in proof of purchase that exists right on lenovo databases, but apparently the "Entitlement Department" is basically a mediation entity. Why we need a mediation entity to resolve a seemingly simple issue is beyond me. In any case, I once again fax in my proof of purchase, after obtaining Ms. M's word that she would call me as soon as she got it.
Ms. M calls me back on thursday, and informs me that I only purchased a 1 year warranty. I explain to her that the part number is indeed correct, and that the printed invoice only shows the first half of the warranty description, and that she should probably go and look up the part number.
My invoice read:
"41C9334 MOBILE 1YR DEPOT TO TOTAL 279.00 1 279.00"
The part number description on lenovo.com reads:
"41C9334 MOBILE 1YR DEPOT TO TOTAL 3YR DEPOT WARRANTY+ACCDMGPROT"
I'm currently waiting on hearing back from Ms. M and the fate of my laptop, which I urgently need for note taking. The convoluted process and hoops I've been made to jump through, and the generally poor attitude and understanding of the lenovo reps I have talked to have insured that, while they make great computers, I will never buy from them again. Their customer service is not worth the headache.
UPDATE: I've now heard back from lenovo and they've finally figured out that I did purchase an extended warranty. It's taken a full week from my initial customer service call to the time now when they are finally able to recognise that I have paid for warranty service.
Good:
High quality machines
Low CS wait times
Fast response when they do recognise the problem
Bad:
CS Representatives are exceptionally poor
-What they say they will do is not reflected in what they actually do
Lenovo departments don't seem to know what the others are doing
-Purchasing seemed unable to directly inform warranty that I had bought a warranty
Customer bears the brunt of the responsibility for getting service
I will not buy from them again unless I hear that their CS has improved dramatically. Judging from other reports and various online forums, they have a chronic issue with customer service - I hope that changes.
This review was modified by its author, patrickbeebe, on
9/25/09 5:12 PM.
