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johnv474
802.11n
Posts: 223
Registered: ‎06-05-2011
Location: US
Views: 5,063
Message 1 of 11

Exceptional Lenovo Customer Service

There are many "upset customer" posts regarding Lenovo Customer Service.  The customer service I received for a repair/warranty issue excellent.    (At another time I could describe the very good sales experience but only mediocre post-sale price-match service).

 

I received my W530 a few weeks ago.  I found the PgDn button regularly did not return all the way back up.  One corner was catching on the edge of the keyboard frame, I guess you could say.  I ordered the base 1 year depot warranty.

 

I called the support center around 5 pm.  The center is in Atlanta, I believe.  While talking to him, I was repeatedly hitting the key while I described the symptom.  During that, the key top popped off.

 

My concern was that I had just received the computer after a few delays and really did not want to be without the computer for any period of time.  The W-series workstation has been my dream computer, and I had been saving for almost two years to buy one.  The thought of shipping it away was difficult, to say the least.

 

The rep offered to ship me a replacement keyboard so I could replace it myself.  I was happy to do this as an alternative to waiting.  I asked it to be shipped to my work.

 

At 10:30 a.m. the NEXT DAY, someone at the office stopped by my cubicle with the package.  It contained the brand new keyboard.  I was elated that it arrived so quickly and that I would not have to ship my dear computer away or wait for it to return.

 

I'm a big fan of Thinkpads (X, T, W, especially) and, for any quirks or flukes I have with them, vastly prefer them over any other machine I've had.

 

So, big compliments and thanks to Lenovo for the great warranty service for me!  I could not be happier with this laptop.

 

-JohnV474

Community SuperMod
Community SuperMod
Posts: 5,523
Registered: ‎06-26-2008
Location: US
Views: 5,060
Message 2 of 11

Re: Exceptional Lenovo Customer Service

'afternoon.

 

your experience mirrors mine over 10+ years of ThinkPads. T & X "Think" systems have been my mainstay, along with an A31p that i'll never let go of.

 

thanks for sharing your positive experience,

cheers.


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I am not a Lenovo employee

Guru
Posts: 976
Registered: ‎11-04-2009
Location: US
Views: 5,007
Message 3 of 11

Re: Exceptional Lenovo Customer Service

I never had a bad experience with any of my Lenovo products. I ended up having to ship my W520 back, which was easy enough. The Atlanta call center was extremely nice(I have the 4 year ADP + onsite), and unfortunately since it was an ADP claim, I had to send it in. They were pretty quick about the replacement,( even though I am extremely paranoid and thought it was taking forever)


Just a volunteer. Please post your questions in the forum, as I will not reply if they are sent in a personal message.

W530(2436): i7-3720QM, HD4000 + K2000M, 32GB RAM, 1TB, 750GB Ultrabay, 250GB mSATA , Ubuntu 18.04
Yoga 14(20FY): i5-6200U, HD 520 + 940M, 8GB RAM, 256GB SSD, Ubuntu 18.04
Yoga Home 900(27ibu): i7-5500, HD5500 + 940A, 8GB RAM, 500GB HDD, Windows Insider Fast
X1 Tablet (20GH): m7-6Y75, 16GB RAM , 256GB NVMe , Intel® HD Graphics 515
Legion Y530(15ICH): i7-8750H, 32GB RAM, 512GB NVMe + 500GB SSD, UHD 630 + 1050Ti
pliarch
Punch Card
Posts: 16
Registered: ‎06-18-2012
Location: London
Views: 4,887
Message 4 of 11

Re: Exceptional Lenovo Customer Service

Lucky you!

 

I 've been waiting for a replacement keyboard for almost 20 days ... 

Thinkpad W530 /i7-3720QM CPU@2.60GHz /RAM 24 MB /BIOS 2.62 /NVIDIA Quadro K1000M /Windows 7 Service Pack 1

Busman
Ctrl-Alt-Del
Posts: 20
Registered: ‎03-01-2012
Location: Montana
Views: 1,746
Message 5 of 11

Re: Exceptional Lenovo Customer Service

This was my experience too.  My W520 had the dead speakers issue, most likely caused by a shorted out speaker wire (there's an existing thread on the speaker issue).  I called tech support, talked with a very helpful person in Atlanta.  I was afraid they'd made me jump through a lot of hoops, checking stuff and testing things, reinstalling drivers and stuff all over again even though I had thoroughly troubleshooted the problem before I called.  I didn't have to.  They had me check one thing, trusted the stuff I'd already done.

 

Then, and here's the unbelievable part, I put the thinkpad in the box they sent, dropped it off at the UPS store, and had it back in under a week.  Gone only six days.  And it's repaired, so far, so good.  All though this process, my experience has been great. 

 

I'm glad this thread exists.  With all the problems and disappointments people have with their systems, it's great to be able to talk about the stuff that goes right, for a change.  My daughter has an Ideapad and had to call support.  She also talked with someone in the states who got her the help she needed.  I'm favorably impressed by Lenovo's support.

W520 4270CTO: i7-2760QM, 16GB RAM, Samsung 830 Series SSD 256GB, Quadro 1000M, Centrino Ultimate-N 6300
nnaydole
Paper Tape
Posts: 12
Registered: ‎05-30-2013
Location: West
Views: 740
Message 6 of 11

Re: Exceptional Lenovo Customer Service

I have been reading about folks who have had HORRIBLE CS.  I was afraid I might be one of those folks, but i have to say Lenovo has been awesome.  I ordered my laptop last friday from Regina, who is a rock star BTW. just on the ball.  Well it said it would ship on 6/3 i am like ok that's two weeks i can live with that.  Three days later i get an email saying, will be shipped on the 24th of June????  A MONTH????  i called CS and this guy was like i can cancel your order, i said no i just want to know WHY it's taking so long. 

 

I than reached out to Regina and she contacted shipping and got me an updated date...of the 2nd, My order now says the 5th, but yeah, that is A LOT better than a month from ordering.

 

I hope i'll have a good story next week once it has been shippped. 

tquade
802.11n
Posts: 51
Registered: ‎02-06-2010
Location: Canada
Views: 725
Message 7 of 11

Re: Exceptional Lenovo Customer Service

I'll add my voice to this list. Had a battery go bad after about 10 months. Called customer service, the person logged in remotely, poked around the battery stuff in Power Manager, said "not much to be done with that one", went off to check inventory, said they had one and I would have it within 2 business day. Next morning the replacement was in my hands.

 

Kudos to Lenovo!

 

Ted

p1nh3a6
Serial Port
Posts: 28
Registered: ‎12-26-2012
Location: Belgium
Views: 688
Message 8 of 11

Re: Exceptional Lenovo Customer Service

Same experience for me in Belgium... my W530 came without the smart card reader (should be included in my config at the first place).

 

After a few calls and email exchanges, they ordered the missing part. When they had received the reader, they called me immediately to arrange an appointment at my office in Brussels. Then they picked up the W530 on site and the next business day, they brought the upgraded W530 back to me.

 

I'm a 100% satisfied customer !!!

Thinkpad W530 2447-4GG, Intel Core i7-3820QM 2.7GHz, 1920x1080 FHD with color sensor, NVIDIA Quadro K2000M GPU, Crucial 4x8GB DDR3 1600 RAM, Crucial M4 256GB mSATA SSD (07MH), Crucial M4 256GB 2.5-inch SSD (070H), Toshiba 500GB HDD 7200RPM, Intel 6300 AGN, BIOS 2.53-1.11, Thinkpad Port Mini Dock Plus Series 3, Windows 7 Professional SP1 64bit
Guru
Posts: 976
Registered: ‎11-04-2009
Location: US
Views: 653
Message 9 of 11

Re: Exceptional Lenovo Customer Service

Just had another good experience with service. My hard drive on my W530 started giving the death click, so I called up (today is sunday where I am), spoke with a really nice gentleman, who set up my case number and is having a new hard drive sent out. Call only took 10 minutes, and most of it was listening to automated prompts while waiting for the rep.


Just a volunteer. Please post your questions in the forum, as I will not reply if they are sent in a personal message.

W530(2436): i7-3720QM, HD4000 + K2000M, 32GB RAM, 1TB, 750GB Ultrabay, 250GB mSATA , Ubuntu 18.04
Yoga 14(20FY): i5-6200U, HD 520 + 940M, 8GB RAM, 256GB SSD, Ubuntu 18.04
Yoga Home 900(27ibu): i7-5500, HD5500 + 940A, 8GB RAM, 500GB HDD, Windows Insider Fast
X1 Tablet (20GH): m7-6Y75, 16GB RAM , 256GB NVMe , Intel® HD Graphics 515
Legion Y530(15ICH): i7-8750H, 32GB RAM, 512GB NVMe + 500GB SSD, UHD 630 + 1050Ti
del_psi
Token Ring
Posts: 194
Registered: ‎06-21-2012
Location: US
Views: 637
Message 10 of 11

Re: Exceptional Lenovo Customer Service

The ThinkPad division of Lenovo definitely has some of the best warranty service I've dealt with.

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