After extensive email exchanges this was my latest email to them. To recap: I bought a top of the line loaded x220 system and peripherals costing over $3000. I was quoted about 15 days for turnaround. My order showed up in parts over 35 days. This impacted my ability to get work done for my customers. A key item, a DVD drive kept slipping in delivery dates all the way to 2012 and then it was cancelled on me.
A couple of weeks ago I was able to find the DVD drive on the internet from multiple vendors. You can sell to resellers but not fulfill a paying customer's order. Did you consider buying back from a distributor and fulfilling my order? Did you consider telling me that I could purchase through one of your many vendors?
The additional slim power supply I purchased causes the touchpad to go haywire. After two weeks of tweaking everything on the system I found this out on a Lenovo user website where one smart user was able to figure it out a while back and let others know. Then I found a Lenovo blog where this has been going on since May. This means I was sold an item that was KNOWN to be a problem.
After I receive my full order I noted that the price has dropped considerably and I'm given the “match quote exactly” directive which is impossible to do unless you happen to work at Lenovo and have access to legacy data on parts and prices. (“Please note that closest configuration will not be accepted. It has to be the exact same configuration.” Per your instructions.)
If I should succeed in “matching quote” exactly you make it clear in all your emails that if it's not within 21 days of invoice you cannot honor it. My order date was 8/5/11. We are approaching 90 days and you are still asking me to do a quote match (impossible to do on the website because you changed part numbers) by going back in time to within 21 days of my order date. Just for my clarification, if I do manage to go back in time and get into Lenovo systems and do the match, will you credit my account within 21 days of my original order date?
MORRISVILLE, NORTH CAROLINA -- Had product for 30 days, and while watching a movie with my daughter the LCD screen started to go out on us. Soon, you could see a crack in the screen towards the bottom right section and plaid designs going throughout the whole screen. Tried to simply reboot to see if perhaps by any type of miracle that would help. But, this was to no avail.
So, due to the seller (TigerDirect) company not handling the warranties personally, I had to then contact Lenovo for service. They, at first seemed helpful and more than willing to service the product. I gave them all the information regarding the Netbook S/N etc, they stated that they would not be able to send me a mailer. So, I had to pay for shipment to their service facility. So, I then paid for the product to be shipped via UPS.
A few days later, they called to let me know that the Netbook had been received and that the charge for repairing would be $154.00. To my amazement, I asked them why exactly was I being charged for a 30 day old product that had a defect in the LCD screen? The representative stated that it was a customer induced problem, and that I had broken the screen myself. Needless to say I plead my case and stated that I had simply been watching a movie on the Netbook with my daughter when the problem occurred and there was no foul play, nothing was dropped, nothing hit the Netbook.
At this point, they were not going to budge, and were very belittling stating that they had professional technicians that know for a fact it was customer induced, and not a problem of theirs. They said their warranty only covered the hardware aspects of the products they manufacture. Not the LCD, which isn't exactly a software issue. Then tried to lay out analogies of the automotive industry and mechanics.
I then requested to speak with a supervisor, explained the whole situation that was now going on with me and Lenovo's support team. Again, nowhere, he simply stated that they will not fix this at no charge, and that if I wanted they can simply send it back as it was, when I sent in. I am simply beside myself to have purchased a product only to have it go out in 30 days, and not have this covered, then they have the audacity to suggest I buy their extended two year service plan...
In conclusion, I paid the $154.00, cause the Netbook is for my little girl, and I knew that they were not going to help me in any way, and only wanted extra money out of a "former" customers pocket. I recommend anyone who is looking to by a new Laptop or Netbook to simply stay away from this company, as they do not care to service when needed, and are simply RUDE and unprofessional.
MORRISVILLE, NORTH CAROLINA -- My son bought me a Lenovo (ex-IBM) Y550P laptop computer from newegg.com. He has had generally good experiences with newegg.com. This experience has shaken that confidence. When I received the computer I went to the Lenovo website and found that the one-year warranty was only 10 months. It seems the warranty registration date is the date Newegg purchased the laptop from Lenovo. Newegg failed to inform Lenovo of the retail purchaser. There was no registration form in the box nor is there a method to register the unit on the website.
An email was sent to Lenovo to ask how to correct this. They responded to send them a copy of the invoice from Newegg. I did so. When I sent it this was the beginning of 33 email interceptions and responses by some company identified as aegisglobal.com. They modified subject line with "Not Read" added and an attached file of encrypted data. No text body content except "Lenovo writes:"
Contacting Newegg resulted in them stating I had to deal with Lenovo as they had no way to know what serial number they sent me without opening the box. That is a flat out lie. An extended warranty was purchased as well and the unit serial number is included on it. Additionally it took three phone calls and an email to Newegg just to get the extended warranty contract from them. It was supposed to be sent via email within 48 hours of purchase. Did not happen.
Contacting Lenovo again, this time by phone, letting them know about the email interception problem when sending the invoice and that Newegg said I had to straighten this out with them resulted in the barely understandable customer service representative calling me a liar. No one there would request I send a copy of the invoice.
In summary, if you buy a Lenovo computer from newegg.com you may have less than the warranty you thought you were getting. If you must contact Lenovo you are in for a treat. Piss poor phone support and intercepted confusing emails from aegisglobal.com. Even when asked neither Lenovo nor aegisglobal.com will explain (or even acknowledge) how Lenovo is connected with aegisglobal.com.
I've owned IBM ThinkPads for all of my adult life, using them at work & home. IMHO, they were the most robust and reliable portable computers available at a reasonable price (between $1 & $2k). When I bought my last ThinkPad a bit over a year ago, I was surprised at the new company name: "Lenovo" and a bit concerned at the cheap feel of the package (it just didn't seem as solid as usual) but I was determined to give it a chance. Also, after so many years of using the trackpoint pointing device, I didn't want to give it up and it seemed only ThinkPads had it. Well, Lenovo seems to be phasing that out now but that's a rant for later.
Out of the box I had problems - there were no restore disks (just a restore partition) and as a former PC support tech, I know there is no substitute for O/S and Application Restore CDs. It took a lot of arguing & pleading to get support to ship me a set of CDRoms. Immediately the hardware startup security conflicted with Windows user security, an issue I never resolved. The speaker volume was never loud enough to hear anything properly and the cheap tinny speakers gave out entirely after a few months.
There was a defect that resulted in a hideous time lag in characters appearing once you typed them (sometimes I'd key a full sentence & have to wait for 30 or 40 seconds until it would flash onto the screen). This happened frequently across many applications. The system was prone to locking & crashing to Blue Screens and within 6 months the system failed to boot at all (the restore partition was useless as anticipated) & I had to reload the OS & apps from the CDROM's Lenovo begrudgingly sent me.
Once this occurred a second time, I decided I was done wasting time on a lemon and swore I was going to trade Windows for a Mac computer. Instead I bought a 5 year old used P3 IBM Thinkpad and a new MacBook for new stuff the aging (but still working) IBM ThinkPad could not handle. Thank you Lenovo for forcing me to break old habits and try a new direction after decades of Windows only machines.
I've been using Thinkpads for the last 15 years or so, since they first came out and have been a huge evangelist of them vs. other laptops. In the last year, I've lost almost all of the respect that had been earned over 15 years, because of poor product quality and equally poor customer service.
I purchased a near-top-of-the line Thinkpad T60 for about $2000 about a year ago. From the very beginning it had troubles (blue screens, failing Ethernet/wireless connectivity). I spent hours and hours with customer service trying all of the obscure things they suggested (which, if I didn't happen to be a technical person, would have been ridiculous to expect a consumer to do). When none of them worked, I shipped the laptop back, and endured a week without it, which as the CEO of a software company, was a big inconvenience, as I rely on my laptop for everything I do.
Over the past month, the BSODs have been coming more and more frequently, and I finally decided that my time was too important to be wasted with the lemon I had bought. Somehow, against my better judgment, I decided to go Thinkpad again, buying a T61 this time. There was no indication on how long it would take, but I assumed it would be a few days or maybe even a week, as I had experienced in the past.
After three weeks, I still have not received it. I just got off the phone with Lenovo customer support who informed me that it should ship within the next two weeks, but they had no more precise information. When I asked to speak with someone with better information, the representative said there was no one to speak to. As someone who runs a software company, I understand that unexpected glitches come up, but you can always compensate with good, open communication with the customer. Lenovo - my experience with you has been horrendous.
I wrote a glowing review a few weeks back about my new Lenovo / IBM Thinkpad T60 laptop. Well I'm back to give a follow-up review. I ended up going with the extended battery, which I now can confirm is awesome. I can go sometimes over 6 hours on wireless without plugging in to recharge. Very cool.
Overall I've been pretty happy with my model, except for a few details. I accidentally ordered the wrong display, I chose the XGA instead of the SXGA+ 15 inch display. The difference is in the maximum resolution you can set. The basic XGA (what I got) has a max resolution of 1024x768. Not bad, but I would have liked the option to bump it up to a higher resolution, supported only by the SXGA display. So if that is important to you, definitely splurge on the SXGA.
My main gripe so far has been with some strange high-pitched noise coming from the laptop when I'm running on batteries only. It is faint and really only noticeable when I'm working in complete silence. But it is one of those things that once you notice it, it bugs the crap out you!
I searched online and found it is a common problem with the dual-processors (Intel), and not limited to the T60 model. Apparently it is worse in some Gateway laptops, etc. Anyway, while searching the web I found a few suggestions that helped remedy the problem (so far... knock on wood!)
I guess the noise is related to some power-saving functionality built-in to the processors. So when it is running in battery-only mode, the processors switch to this energy efficient mode. However in this mode, they are more prone to making weird noises and sounds. So one remedy I found was to disable the power-saving mode of the CPU. It was simply an option in the system settings: Control Panel -> Power Options -> Power Manager -> Global Power Settings -> Advanced Button.
After doing that, the strange noise has mysteriously gone away which makes me very happy since I was seriously going crazy listening to it... and pondering returning the laptop. Long story short it would have broken my heart to return this laptop since it works so well in every other category except weird annoying noises. And since I got that fixed I am still extremely happy with my purchase... and would still recommend it to anyone as long as you know how to fix the strange noises. =)
Like most of the other people on this site, I have to discourage anyone from purchasing a Lenovo Product. Not only is the hardware a continual problem, but service is horrible. On my laptop alone, I have had 3 new motherboards, 4 new Drive and new memory (basically everything in the machine except a new keyboard and screen). And still the machine crashes every days. And yet every time I call for service, I have to fight with them as their usual answer is "reload the OS."
When we started our small business, we decided to go all Lenovo to keep management and maintenance simple. Now we are replacing all Lenovo products with Sony and Apple machines. We are so happy with the performance of the Sony and Apple products - we will never go back to Lenovo. As a small consulting organizations, we have significant influence over our clients' purchase behavior. And I strongly urge all our clients to avoid Lenovo products as well.
UNKNOWN -- In August 2013, I purchased a Lenovo T430 for my college bound daughter. With the computer, I purchased a 4 year next day, on site service agreement so she would have tech support while away at school. On Monday Jan 13, 2014 the computer crashed and Lenovo decided the it needed a new hard drive. Lenovo said that a hard drive was not covered by service agreement and she would have to install it herself. Luckily she was home on winter break.
On Wednesday Jan 15 we received the harddrive and I installed it. The harddrive was not the solution to the problem. Lenovo now decided it must be the System Board. This would be covered by the service agreement and an appointment was made for a tech to come out on Friday Jan 17. On Friday, the tech called me and told me that the part had not come in and we would need to reschedule for Monday Jan 20 (so much for next day). My daughter had to go back to school on Jan 19 without her computer to use.
On Monday Jan 20, I received a call from the same tech stating that the part could not be found anywhere in the United States (REALLY?) and maybe it could be found in Canada. He told me that if it could be found he would call me in a few days. I am very disappointed in this product and the service or lack thereof that I have received so far.
COOK, MINNESOTA -- I am writing in regards to an incident that occurred with my Lenovo Thinkpad W530 Laptop. While waiting for a metro coach... I was standing with my laptop hanging on my left shoulder... when a man went around me and knocked my laptop off my shoulder. After being a little more than annoyed with this very impatient man... I picked up my laptop carry case, boarded the metro coach and went home. I had no idea there was any damage to my laptop at that time.
Upon arrival to my home... I pulled my laptop out from the carry case to finish a project I was working on and when I opened it... I noticed that the lid was loose. As I began looking at it... I noticed a large crack on the left-side of the hinge assembly, along with some damage on the bottom left-side corner of the laptop. I can't imagine how this damage could occur... my laptop was within a Targus Checkpoint-Friendly 16" Corporate Traveler Case, which is well made and specifically designed for travel.
The crack on the left-side of the hinge assembly has become worse due to opening and closing of the lid, even though I have been very careful opening and shutting it. I do not expect any service due this event having occurred shortly after the warranty ended, but I am hoping that consideration will be given to the damage of my laptop. Thank you kindly for your time and interest.
Lenovo customer service is awful! My daughter ordered her first laptop to go to college. She researched it and placed the order directly with Lenovo. The next day, the exact laptop is discounted over $200 on Lenovo's website. She called Lenovo and asked if they would do a price adjustment. They said they would otherwise my daughter would have canceled her order and reordered it again. The laptop hadn't shipped yet.
Fast forward to two months and probably over 5 hours on hold and over 20 emails, they still have not honored their agreement to price adjust. I have gotten promised it many many different times, different agents etc with no results. I pray that the laptop doesn't need service because I am afraid that we will have paid $$ for support and they won't honor the service agreement. NEVER again will I order from Lenovo. I feel that they are dishonest and took advantage of my daughter. Find another laptop, it just isn't worth it!