02-23-2012 10:33 PM
I wanted to provide two very recent accounts of customer service with Lenovo. Both were excellent though I know it won't mean much to those of you that had the opposite experience.
For the first case, I purchased a Lenovo ThinkPad T410s on eBay at a great price. The machine was used but in good shape. However, the palmrest had a crack starting right at the point of the 1.8" drive bay (front edge). That is also the location of a screw pedestal. I called Support and the gentlemen I dealt with in Atlanta was very professional, listened to the case, and shipped the needed part. I had it the next day. The same thing happened on my previous T410s. Different location for the crack on the left side, but easily fixed. That's the key. There was zero hassle.
Yesterday I contacted Lenovo about another question I had on a X301 I purchased. The X301 was originally purchased in Germany but now resides in the states with me. The question I had for warranty support pertained to the getting service if needed. The gentleman in Atlanta I worked with captured the information and sent it to the right people. He requested my email address so I could see the query and response. Much to my amazement I received an answer in a couple of hours. When was the last time any support person asked for your email for a communique like that? Fing awesome.
Although I gripe about this and that, my heart is really in the right place. If Lenovo can just replicate that kind of service a billion times they'll rule the rest of the poor slobs. I'm also really hopeful the quality assurance will be improved and I have certainly noticed more hands on deck here in the forums.
I like what I see.
Solve some of the lingering issues and show you really do care. People will notice.