Ignorance of Lenovo Representatives

Lenovo, you are being poorly represented. And its hurting you. Here is an example of what I mean - a conversation i just had via chat.
Please wait while we connect with you with a Lenovo Chat Representative.
You have been connected to ^Gnanendra XXXXX.
^Gnanendra XXXXX: Thank you for contacting Lenovo Sales Chat. My name is Gnanendra and my Rep ID is XXXXX. Happy to help you today.
David: hello
David: I currently have an order in germany for a thinkpad tablet 2. However, it wasn't clear if it had the digitizer + pen. It was the thinkpad 2 3679
N3S23GE
^Gnanendra XXXXX: Hello David, how are you today?
David: the sku was
N3S23GE
David: Do you know if that model has the digitizer + pen
^Gnanendra XXXXX: May I know where you purchased it from?
^Gnanendra XXXXX: From a reseller or from Lenovo Germany website?
David: sorry took a while to get the link
David: Lenovo ThinkPad Tablet 2 3679 - N3S23GE
David: its is from a reseller
^Gnanendra XXXXX: Thank you for your time. It comes with Lenovo ThinkPad Tablet 2 Wi-Fi, 2GB RAM, 64GB.
David: yes, does it have the digitizer and pen?
^Gnanendra XXXXX: On the Lenovo US site we sell them with standard stylus pen.
^Gnanendra XXXXX: I assume it should be a stylus pen that's shipped with this model in Germany as well.
^Gnanendra XXXXX: You need to purchase the digitizer pen separately.
David: But the digitizer probably isn't included if the pen isn't included.
David: Do you have a link to what this exact model contains? I want to make sure that it has a digitizer.
David:
David: Hello?
^Gnanendra XXXXX: Checking that for you.
David: oh ok
^Gnanendra XXXXX: I apprecaite your patience
David: no problem
^Gnanendra XXXXX: David, tablets don't ship with digitizer pen. Only Stylus pen comes with this model.
^Gnanendra XXXXX: There are two options for pen for ThinkPad Tablets
^Gnanendra XXXXX: One is the standard Stylus pen and the other is digitizer pen.
David: I think there is confusion between us. There aren't 2 different pens. There is a pen and a digitizer. The digitizer is a part of the screen that detects the pen. So if the tablet doesn't have a digitizer, then you can't use a pen with it.
^Gnanendra XXXXX: The stylus is shipped with the tablet, not the digitizer. You can purchase the digitizer separately.
David: that is not possible... you can't install a digitizer... it has to be installed inside the tablet by Lenovo
David: I don't think you understand what a digitizer is.
^Gnanendra XXXXX: David, here is the link for digitizer pen. This is different from standard stylus that the tablet is shipped with
The agent is sending you to ThinkPad Tablet Digitizer Pen | Lenovo | (US).
David: Yes, that is the pen
David: and it is called a "digitizer pen"
^Gnanendra XXXXX: Digitizer pen comes with digital tip.
David: but the Digitizer is different\
David: The digitizer is a component inside the tablet which is required to use the digitizer pen
^Gnanendra XXXXX: Only ThinkPads Tablets come with pen calibration feature.
^Gnanendra XXXXX: Well, digitizer is a standard feature and all ThinkPad Tablet - 2 models comes with it.
David: That's not true, in the US, some models come with a digitizer and others do not
David: I can share a link with you
David: Lenovo Solutions Center
^Gnanendra XXXXX: I got you meant. All the ThinkPad Tablets sold on the US Lenovo website comes with digitizer support.
David: choose product line-> thinkpad
David: then go to Thinkpad 2
^Gnanendra XXXXX: You are chatting with US Lenovo sales. I will be able to help you with Lenovo products available in US.
David: ok
^Gnanendra XXXXX: I'd suggest to contact Lenovo Europe sales support, they will be able to help you with products and specs available in the Europe with Tablet - 2
^Gnanendra XXXXX: I am sorry for not enqurining your location. I could have saved a lot of time for you by enquiring so.
David: There is no difference between the tablets being sold in the US and internationally. I think the biggest problem is that you don't understand the product and its features. I think it would be basic knowledge to know the difference between a pen and a digitizer. I'm not trying to be mean - I'm just very suprised. Sorry we could have a meaningful conversation.
How can a lenovo representative really be this ignorant about their own product? Indeed, so many Lenovo products have digitizers and pens. How can a representative not know the difference!
And afterward comes your rating system, which is equally useless.
They ask the following questions:
How satisfied were you with the chat?
How satisfied were you with the chat representative?s knowledge and accuracy?
How satisfied were you with the chat representative?s desire to help you?
How satisfied were you with the length of time it took for the chat representative to handle your chat?
How satisfied were you with your ability to understand the chat representative?
And you can only answer with bubbles that say
Strongly Agree
Somewhat Agree
No Opinion
Somewhat Disagree
Strongly Disagree
These are questions, not statements! I can't agree or disagree with a question.
Moderator comment: Name(s) of Lenovo employee(s) removed. Community Rules.

alphaOri,
You are right, that is not good customer service. That should be brought to the awareness of Customer Relations (Sales) for your country. A Lenovo employee needs to be trained and be knowledgeable in the proucts he or she is assisting you with. I would not assume, however, that every representative provides terrible support. Hope that helps.
A+ Certified

Similar Messages

CE Utility Diskette for Lenovo 3000 series ???

Hello
I'm searching for this Lenovo Tool ...
Which was described in the Lenovo 3000 Hardware Maintenance Manual
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frankmen, welcome to the forum,
I wasn't aware that any Business Partners in Germany are allowed to provide warranty service on 3000 or IdeaPad systems, please correct me if I'm wrong on this; it would be interesting to know.
Being a business partner you will be able to contact your Lenovo representative who will certainly be able to put you in touch with the person(s) to speak to about this.
Also, if anyone were to post a link to the utility from these forums it would be immediately removed by moderators.
Andy ______________________________________
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Lenovo refused fixing a damage caused by their previous repairing

One year ago, our Lenovo laptop ThinkPad T61 got a replacement of cooling fan at IBM-Lenovo by warranty (laptop was sent to them). Now laptop stopped working (not turning on at all). The warranty is over, so we consulted the local repair company. It occurs that the cover of cooling fan was not installed last time so that the fan eventually cut the wires.
I contacted IBM-Lenovo by phone (1-800-426-7378). I said that IBM-Lenovo should be responsible for the current damage of laptop as it happened because of the service obtained in IBM-Lenovo. From my as loyal customer point of view, such responsibility should be taken regardless of the time when the service was obtained if it resulted in eventual damage. It also should be taken regardless of current warranty status.
However, for all my arguments I received only one answer: "As your warranty expired, you must pay for repair regardless of what caused the damage." I consider such response of IBM-Lenovo representative as inappropriate to the status of the company that intend to keep loyal customers.
What my next steps should be? BBB claim submission?

rc1ph, welcome to the forum,
sorry to hear that your T61 isn't working, would it be possible to post a link to a photo of exactly what you have described and maybe be a little more specific as to which wires were allegedly cut as a result of the repair.
I'll be honest and say that I have replaced plenty of fans in different ThinkPad units and am having difficulty understanding exactly what has happened here.
Thanks in advance
Andy ______________________________________
Please remember to come back and mark the post that you feel solved your question as the solution, it earns the member + points
Did you find a post helpfull? You can thank the member by clicking on the star to the left awarding them Kudos Please add your type, model number and OS to your signature, it helps to help you. Forum Search Option T430 2347-G7U W8 x64, Yoga 10 HD+, Tablet 1838-2BG, T61p 6460-67G W7 x64, T43p 2668-G2G XP, T23 2647-9LG XP, plus a few more. FYI Unsolicited Personal Messages will be ignored.
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Message Edited by Mark_Lenovo on 11-27-2007 03:43 AM
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
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Hi
It is unfortunate that you have a broken backspce key . I would request you to visit the nearest service station to have the keyboard fixed So please visit the below mentioned web link and locate the nearest service centre where you will be assisted by our service representatives.
http://consumersupport.lenovo.com/ph/en/Maintenancestation/APR_Maintenancestation.aspx
Hope This Helps
Cheers!!!

Buyer Beware - Horrible Production/ Shipping Time for Lenovo ThinkPad

I ordered my Lenovo ThinkPad T530 on January 27th, with the quoted estimated shipping time to be 02/08. I get an e-mail on 02/05 saying that my order would be delayed and shipped out within 30 days of this notification. This pushed my shipment date to 02/28 with expected arrival time for 03/04.
Here's my timeline:
01/27/13 - Placed order
02/05/13 - DELAYED NOTIFICATION, expected shipment to be delivered within "30 days of this notice"
02/08/13 - DELAYED NOTIFICATION, expected to be shipped on 02/28/13 arrival on 03/04/13
03/04/13 (12:50PM) - Checked my order status and it said that my shipment won't be shipped until 03/13/13 arrival on 03/20/13. Sent an e-mail to Lenovo. e-mail included.
03/04/13 (03:57PM) - DELAYED NOTIFICATION, expected to be shipped on 03/13/13 arrival on 03/20/13
03/04/13 (04:23PM) - Received e-mail from Lenovo representative Shadiqulla *** - e-mail included.
So my order has been delayed THREE TIMES. When was my laptop suppose to be shipped? 02/04/13
As of 03/04/13, they told me my order has been DELAYED AGAIN. So forgive me if I don't take your generic copy and paste apology as a sign that you guys are actually doing something that actually helps the people who buy your product.
I would love a refund, but at this point, what can I say, I'm an optimist, and I'm pretty *** patient, so I'll wait until the 13th, but I just wanted to warn the rest of you.
This is ridiculous and highly inconvenient. I've waited over 36 DAYS for this product and it's still not even in production. You obviously don't care for your customers. This has been the worst experience I've ever had with a company and I hope everyone else is more cautious about purchasing anything from them. Because if this is the example of their customer service now, imagine what it's like when you have the computer down the line.
I'm forwarding my experience to the BBB and I'll keep things updated.
-Christy
E-mail to Lenovo:
To whom it may concern,
I ordered my laptop on 01/27 and not only has it been delayed TWICE, but I wasn't even notified when the THIRD delay occurred. If you truly "value" your customers, then you wouldn't continue to test their patience by giving a horrible estimate time of the shipment date, when you're short on parts. That way, I would have time to secure a different laptop from a different manufacturer. I had high hopes for Lenovo through personal recommendations, but no matter how good the product, the *** customer service can only go so far. Your company makes me feel like a dog.
The order tracker provides practically provides ZERO tracking, because during the past month, nothing has been placed or updated except for how my laptop is continually delayed. This is ridiculous!
For the sake of keeping my anger in check:
What is the ACTUAL status of my order? Has it even been BUILT? It was suppose to arrive 2/4, then delayed shipping to 2/28 with 3/04 arrival, now delayed again to 3/13 arrival on 03/20.
Give actual updates, what's the point of having an order status page - have something actually useful and reliable.
Change the estimated shipping time for the other ThinkPads on your site. My same model and custom built is suppose to be shipped at the same time that someone else places an order for today - that's just ridiculous!
I've been extremely patient when you said it would arrive a month after the quoted shipping time. Thank-you for providing me with the *** experience I've ever had with a company. I was suppose to have it shipped by 03/05 at the latest, and you just tried to sneak the last delay past me. Actually deliver on your word and deliver your product! This is beyond ludicrous I'm suppose to have my laptop already!
Sincerely,
Christy *********
Order# *********
P.S. I apologize to the poor souls who's going to read this.
E-mail received from Lenovo:
Dear Christy,
Thank you for contacting Lenovo, the maker of the products for those who Do
With regards to your concern, we understand the frustration you have gone thorough and we sincerely apologize for all the inconvenience caused, However we would like to inform you that the order is due to ship on 03/13/2013. It may ship sooner as the given date is an estimated ship date. Once the order ships you will receive a confirmation e-mail and within 3 to 5 business days the order will be delivered. The delay has happened due to unavailability of parts due to a very high demand. However we will definitely ensure that the machine is assembled at the earliest and shipped to you at the earliest.
We sincerely apologize for all the inconvenience caused.
For further questions or concerns please reply to this email. We will be happy to further assist you
Thank you for choosing Lenovo.
Sincerely,
Sadiqulla ***
Lenovo North America
[email protected]
Lenovo support
http://support.lenovo.com/en_US/?menu-id=support&ref-id=products
Order status Online
http://ovp.lenovo.com/lenovo-ovp/public/showDetail!publicStatusIndex.action?orderNumber=
Lenovo service
http://support.lenovo.com/en_US/lenovo-service/default.page?
Moderator comment: Remark(s) contravening the Community Rules removed - veiled profanity. Private information of Lenovo employee(s) also removed.

I ordered my ultrabook from Levono because we use (hundreds) of them in our organization and I wanted one for home to also do work related business on. When I ordered it, I was told by the salesperson that I would recieve it soon because I live a few miles from the US headquarters and not far from the NC warehouse. I then got an Email that contradicted what I was told; my machine would be delivered 6 weeks later; shipped from China. I ordered this unit because I am aware of Levono's reputation for quality and impressed by how soon they became big player in the USA laptop market. Ir Levono wants to stay competative; they absolutely have to deliver, and deliver sooner. In today's world, people and businesses depend on laptops, and when they need them, need them right away. I would be happy to get this sooner, and much more likely to advertise Levono, and buy from them again, if I did.

Lenovo A536 is a terrible phone

I bought this dismal excuse for a smartphone about a month ago. And from day one it had problems. The first thing I noticed was that it had some problem connecting to my mobile data connection. Several trips to the place I bought it from, and we thought we had the problem solved because it had two SIMS from the same carrier. It seemed to work OK for a day and then nothing. It would not even connect to wireless networks. It has a problem where the WiFi icon just sits and blinks. Nothing you do short of restarting the phone will work to connect it to mobile or wireless networks.
Eventually I started to look for apps and found one called Network Signal Speed Booster on Google Play. What it does is shuts down the network card and then restarts it. I have to do this EVERY SINGLE TIME I WANT TO CONNECT TO A MOBILE DATA OR WIRELESS CONNECTION! It does work and it does allow me to get online when I need to to get emails, check messages, etc. Without this application.....forget it. The network card in the phone is junk and doesn't know what to do once its connected to a network and loses the connection. The phone is not 'smart' at all.
Besides this HUGE problem, I use my phone to listen to music. Had I know how terrible this thing is on sound output, I would have just spent a little more money. The volume level of this phone is pathetic. I have tried several sets of expensive headphones to see if that is the problem. Nope. The volume levels are so low, you will be lucky to listen to music anywhere where there is some outside noise...like being on the metro. But that is not all ladies and gentlemen. The external speaker is nothing but the saddest joke in all the history of tiny speakers. On a phone like this they could have at least put a decent little speaker on it. My little Huawei U8651-T that is over 3 years old puts out 50% more sound output in the headphones, and it's tiny little speaker is amazing compared to this Lenovo junk.
Oh and if you decide you want to buy this phone, better buy some headphones. The ones that Lenovo give you with the phone are only worth throwing in the trash. They spent no more than .50 cents USD to have these made for them. They are THAT bad and I swear you could get these same headphones with a stick of bubble gum.
Now, I would like to take this phone back to where I bought it from, but after a month of problems and wasted time and gas to Foxtrot where it was purchased, the only thing they will do now is send it to a service center where they say that there is nothing they can do.
Lenovo....you should be totally ashamed of yourselves for building such a crappy phone. Sure its cheap but I paid more for this phone than my little Huawei and its 3 years old and connects to wifi and mobile data like a CHAMP and is a great music player too!! Is this just too much to ask?
I would like that a Lenovo representative contact me about what to do with this phone that I wasted money on. I should have bought a Samsung. For all the service center trips and BS I went through, I would have saved myself time and money.

Scorned15:
We apologize for the trouble with your order and if you do require followup, you're welcome to send your order information so that I can provide that to my manager. Additionally I'll be happy to take down the names of the agents that previously assisted you- Our policy is to do as we say, and rest assured that anyone responsible for promising a followup and not providing it will be dealt with. (Private message please, at your earliest convenience.)
As for the matter of your cancelled order: Orders placed on the outlet are subject to stock availablity, and strictly first come-first served. This does mean that some orders are cancelled, and we do post this on the terms and conditions of the outlet. Due to this, the only thing that can be done when an order is placed and cancelled due to lack of stock is to contact sales and reorder for an available PC. They can make concessions for cancelled orders, but its up to their perview as to if it is necessary and how much they can offer.
Billing is a post sales department, meaning that they are only able to assist directly with open orders; Once an order is cancelled, the only assistance able to be offered is to provide information from the order, to transfer to sales to place a new order, or to transfer to our payments department if it ends up being an issue with the card that was used to pay for the order. Only in the latter case can an order be reinstated and continue processing, and billing agents have no power to create additional orders. Please don't misunderstand these agents attempting to transfer you to sales as unwillingness to help- They were indeed attempting to get you to where you needed to go, and for the shortcoming in doing so we apologize.
I hope this sheds some light on your concerns, and please just reach out via Private Message if you require anything else.
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How do I print using Ideapad K1 and HP Officejet 6500 printer

Hi folks
I have been struggling to configure the ideapad to print with my printer. I have the Ideapad K1 with Android Version 3.2.1. (I upgraded from 3.1 to 3.2.1). I have absolutely no idea on how to get this done and there does not seems to be any documentation around this. Any help will be appreciated. I might end up returning both the ideapads if I can't figure out how t print. I have a HP Officejet 6500 series printer (pretty new).
Thanks

This is pretty lame that the Ideapad does not allow you to print. It is quite inexcusable that for printing we need to buy an application or be limited to 20 prints (I can't seem to set up the trial application of printershare).
I honestly think I am better off retunrning both the ideapads and looking for alternatives. I am sure the Galaxy tablet will not have this stupid issue.
Lenovo Representative monitoring this Forum, If you are listening or reading would appreciate if you could do something about this.
Thanks

Dual-Booting Windows and Android on Yoga Tablet 2 13?

So I am a big fan of the lenovo yoga tablet so I started looking into the new versions of the tablet and I came upon something curious. both the yoga tablet 2 pro and the yoga tablet 2 13 (windows) have the same processor (a 64-bit processor) as well as very similar technical specs(the main difference being the windows edition has 4GB of ram instead of 2GB and a larger battery no doubt due to the removal of the integrted pico projector). as well Lenovo has the source code for the android build in the pro available on the website.
So my question is if both are running off the same 64-bit processor is there anything stopping someone from compiling the yoga 2 pro source code and installing the yoga 2 pro android OS onto the Windows version of the tablet (dual-booting both) aside from secure boot needing to be disabled?
after scouring the internet and asking a few lenovo representatives I have found absolutely no information on this (the lenovo reps I spoke to couldn't even confirm the specs of the processors but I found that data from the intel ark database) and it is something I really would like to do if possible (especially with android 5.0 having x86 support integrated in the vanila build)
So anyone have any information on anyone trying this or something similar being attempted?

so, lenovo putted a really bad bios on thoses tablets.
http://forums.lenovo.com/t5/Windows-based-Tablets/Alternatives-OSes-and-CMS-under-Yoga-1051/td-p/190...
To make it short, the uefi bios used on yoga tablets support only x86 so, the x86-64 instruction set can't be used, on windows. Without CSM (compatibility support module) you can't even try to boot some oses. For linux you need to mod it, i'll try later but, i can't build a new bios and lenovo is not present on this board

Thinkpad W530 Web Order debacle

I'm posting here because I'm not sure where else to turn. I will share my story in hopes that others might benefit and with hopes that someone from Lenovo might read it and gain some understanding what it is like to do business with Lenovo.
Here's how the story goes...I placed an order on lenovo.com on 8/22 for a W530 and a slip case. At the time the estimated ship date was 8/28. On 8/27 I received an email that the case had been cancelled from the order. Talking to Lenovo via phone the indicated the case was no longer available, no big deal, I'll find one somewhere else. They did confirm the laptop was still on the order and would ship on 8/28.
The following day (8/28) I received an email indicating the laptop order had been cancelled. After spending the better part of an hour waiting on hold and getting hung up on once I was told by a supervisor that Lenovo was experiencing problems with W530 orders placed on lenovo.com. The supervisor indicated that was the reason my order was cancelled. He indicated that if I wanted to get a W530 I should call the 866 number as the web site was not placing orders correctly. He assured me the order had been permanently cancelled and would not be reordered and that my credit card would not be charged.
Based on the failed order I decided to wait and see how Lenovo handled the situation and explore non-Lenovo alternatives. Two days later (8/30) and without any warning, permission, or correspondence I received an email indicating the previously cancelled order had been reinstated with a ship date of 9/4. Upon calling the Lenovo I was informed that I had requested the order be reinstated (imagine the surprise). I informed the Lenovo representative that this was simply not the case. I was then told that the order had never actually been cancelled. I assured him that he was incorrect and that I had emails documenting the fact that the order had been cancelled. This discussion went on for several minutes. I then requested the order be cancelled unless something was done to offset the frustration and delay associated with this order. Nothing was offered and the order was cancelled. Keep in mind the only communication at any point in time occurred when Lenovo sent me an email or when I took the proactive step of calling Lenovo. No phone call explaining what happened, no offer for overnight shipping, no form of appeasement...nada.
I must say that until this experience I have been a big fan of Thinkpads and owned many of them starting with a Thinkpad 360. In the past the service has been great but this most recent experience has me scratching my head. The lack of communication, lack or personal touch, and poor customer service is very frustrating. At the moment I don't get the impression Lenovo really cares all that much about their customers or they simply don't know how to react to situations where their internal systems impact real live customers. If I didn't know better I would think I'm just another email address to them. I hope others have a better experience with Lenovo.
Best Regards,
Grant

I think no one "normally" working will use touch specific elements of Win8! Metro is one part of Win8, but i think normal desktop mode will be preferred by 99 % of the users.
With the new upcoming Microsoft Surface, touch might work well, but i just don't see myself touching my laptop's screen.
------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------W520 4276CTO i7-2860QM Quadro2000M 1920x1080 16GB RAM - 160 GB Intel 320 SSD

Reportgen_html.seq and differ woes

I'm trying to use the TestStand differ tool to merge changes from our previous reportgen_html.seq file into the lastest 4.1.1 reportgen_html.seq file.
The differ tool keeps finding differences in the AditionalResults Input and Output Flags for various steps. The only difference seems to be that the old file contains a hex notation with a value of 0x2000 and the new file uses decimal notationwith a value of 8192 (same value).
Is there some way to quickly fix or change one file or the other to match the other so that I can use the differ tool to find the 'true' differences?
Now is the right time to use %^<%Y-%m-%dT%H:%M:%S%3uZ>T
If you don't hate time zones, you're not a real programmer.
"You are what you don't automate"
Inplaceness is synonymous with insidiousness

Hello Phillip,
Are you simply asking if there is a way to mask/ignore these data representation entries from the diff tool so that you can better see the other entries that represent more substantial differences? If so, have you tried manually changing the representation of whatever value is being identified? Thanks in advance for this information!
Matt G.
National Instruments
Applications Engineering

Product Ownership Assessment Survey - Have your say!

Hi all
The User Design and Research Team is calling for your feedback on our products and we are listening hard.
Please just take a few minutes to check out this article with details.
Thank you in advance!
Community Advocate Program Manager
English Community Deutsche Community Comunidad en Español Русскоязычное Сообщество

@ Onepamopa - thank you for voicing out. I really thought I was one unlucky customer and one of a few to experience such inconvenience and distress over a product and design that Lenovo took pride in. I too have spent 1 month trying to solve the problems with a brand new Lenovo Yoga Pro 3. I am now using laptop number four of the same model in 1 month, a proof of my blind faith in this product and increasing disillusionment....and deludedness... I was already advised by friends and colleagues, after laptop 1 that I should perhaps change brands... Objectively speaking, the after sales service i.e. technical and service support were very helpful, however, when purchasing a brand new product you wouldn't think you'd have problems already from hour 1. Front line and customer service attitude were less than professional and frankly quite rude. I was lucky that I'd purchased through a retailer...otherwise my brand new laptop would be out of the shop and sent straight to repair. @ Limpaar - also thank you for sharing your point. I thought it was great when this assessment came out (though also somewhat ironic)... that there was a channel where I could communicate with Lenovo...where customers' views would be valued and heard... I then was filtered out on the second page and that was the end of that... Is there a Lenovo representative online? I'm not one to cry online without first assessing and taking alternative steps to solve the problem...I have been co-operating and I'd say pretty patient... Lenovo.... where are you?... Those that do...

Product Ownership Assessment Survey

Hi all
The User Design and Research Team is calling for your feedback on our products and we are listening hard.
Please just take a few minutes to check out this article with details.
Thank you in advance!
Community Advocate Program Manager
English Community Deutsche Community Comunidad en Español Русскоязычное Сообщество

@ Onepamopa - thank you for voicing out. I really thought I was one unlucky customer and one of a few to experience such inconvenience and distress over a product and design that Lenovo took pride in. I too have spent 1 month trying to solve the problems with a brand new Lenovo Yoga Pro 3. I am now using laptop number four of the same model in 1 month, a proof of my blind faith in this product and increasing disillusionment....and deludedness... I was already advised by friends and colleagues, after laptop 1 that I should perhaps change brands... Objectively speaking, the after sales service i.e. technical and service support were very helpful, however, when purchasing a brand new product you wouldn't think you'd have problems already from hour 1. Front line and customer service attitude were less than professional and frankly quite rude. I was lucky that I'd purchased through a retailer...otherwise my brand new laptop would be out of the shop and sent straight to repair. @ Limpaar - also thank you for sharing your point. I thought it was great when this assessment came out (though also somewhat ironic)... that there was a channel where I could communicate with Lenovo...where customers' views would be valued and heard... I then was filtered out on the second page and that was the end of that... Is there a Lenovo representative online? I'm not one to cry online without first assessing and taking alternative steps to solve the problem...I have been co-operating and I'd say pretty patient... Lenovo.... where are you?... Those that do...

Support Hell

I don't know if anyone here can help me, but here goes my story...
Situation: 500 employee company, all Lenovo and IBM systems, 1 IBM x61
This machine was bought for one of our VP who requested it specifically because he wanted a Tablet PC.
Summer 2007
The first problem occured last year and was solved quickly (defective screen with gunk at the bottom of the display). When we placed the service call, we noticed we had purchased the wrong warranty, we did not have onsite support and had to send in the unit for repair. I did a Ghost of his PC before sending it in.
December 20th 2007 - Current unresolved issue
User calls, stylus does not work anymore.
After a bit of fiddling around, I call Lenovo, tell them the stylus does not work, we try a couple of things, tech says he will mail us another Stylus.
December 21st 2007
Received stylus, does not fix the problem.
I call back Lenovo to let them know, they ask me to reinstall the OS.
At this point, I was going away for Christmas and so was the VP, so we just decided to put this on hold untill we are both back.
January 3rd 2008
Before reloading the image, I try the following:
- Restore point in XP
- Thinkvantage update system to see if I can find new drivers
- windowsupdate, Manual Update of drivers, general computer cleanup
None of this helped, I asked the user to send me his laptop so I can reload the image.
January 8th 2008
Received laptop, did backup of files and stuff, reloaded the image from last summer.
Stylus still not working.
I called lenovo, they also have me update the BIOS.
This did not work, now since we do not have onsite support, they ask me to send it in for repair.
I told the guy to wait because I knew the VP would not agree to this.
So I spoke to our Lenovo Representative so that we could get an update of our garantee.
January 22nd 2008
Finally I get the warranty update for onsite support, this took long and some of the blame has to be assigned to us and our supplier.
I call Lenovo and give them the information for the warranty upgrade, they tell me this will take 24-48 hours to be proccessed.
I also called our rep to try and speed up the proccess.
January 31st 2008
After called back and forth all week, warranty is finally upgraded.
Lenovo tech confirms me that a tehcnician will be sent onsite Friday Feb 1st or Monday Feb 4th.
Febuary 6th 2008
No tehcnician has called or showed up. I called them back (should have called sooner, but crazy week you know...)
Now, you must understand that so far, I have been comprehensive and patient, the following is in my opinion inexcusable.
The tech at the support center tells me that no tech was dispatched, and that he does not know why I was told this.
He says the call has been escalated to level 2 tech support and that a senior technician will be calling me back.
He would not transfer me to level 2 support.
At this point, I started to get a little bit pissed off and started calling and emailing my Rep, her colleague, our supplier and anyone else I could think of.
Everyone tried to be helpful, but nothing happened.
Our rep has placed an official complaint at Lenovo.
Everyone tells me they are trying to escalate.
It is now Febuary 22nd, 1 month after submitting the updated garanty.
No senior technician from level 2 has called me.
Nobody from customer service has called me regarding my complaint.
When calling the PC help desk, they will not let me speak to Level 2 support or even to a manager.
At this point, I think I have a right to be royally POED
I deal with ISP and telco all the time and their service is better then this and that's saying something!
If anyone here can tell me how to reach level 2 support, or somebody at senior management that could help me, it would be very appreciated.
thanks!
Mat
Message Edited by mcharbonneau on 02-22-2008 03:49 PM

Mat,
Could you send me a private message with your contact information including phone, and your present service case number?
(Private messages can be sent by clicking the small envelope in the header area)
I will ensure we get you some help on Monday.
Apologies for the experiences you have had thus far. Thank your for your loyalty and for telling us about the situation and giving us a chance to get it resolved.
Mark.
Message Edited by Mark_Lenovo on 02-23-2008 08:28 AM
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
English Community Deutsche Community Comunidad en Español Русскоязычное Сообщество

Terrible warranty service

So, I am a long time customer of Lenovo, having bought several of their laptops for personal and business use for many years. Usually I have been happy, but Lenovo's warranty service seems to have taken a huge turn for the worse. Recently my ideapad U series broke; a hardware malfunction where the mouse trackpad no longer works. This happened at around 11 months into the purchase, so the 12-year basic arranty should have covered it, right? Not so. I sent my laptop back, but the answer I got from 3 different Lenovo technicians is that the mouse is cosmetic only. **bleep**? How is an issue where the mousepad hardware doesn't work cosmetic? Mouse functionality is pretty important on a Windows machine... After several weeks, I ended up just buying a new laptop...NOT from Lenovo. I'm really disappointed in Lenovo, and they just lost a long-time repeat customer due to a minor issue for something that CLEARLY was covered by the warranty that they refused to fix anyway. Why even have a warranty if you don't honor it at all?

We met the same problem: terrible warranty service!
In August 9, 2013, me and my mother bought two Lenovo desktops C440. One desktop is working without troubles, but another one beaked month before the end of warranty. In July 2014 ripples appeared on the computer screen. At first they appeared sporadically, then became regular. So it became impossible to use the desktop. Faulty computer was put to an authorized service center in St. Petersburg “LLC MicRoBiT-NC” on July 14, 2014. In the service center computer was tested to failure, however, the defect was not found.
The day before the end of the warranty period we took the computer from the service center. Master of the service center advised me to capture the possible manifestations of the defect. Already on August 10, the defect has reappeared and then became, as before, to manifest more and more. Now the desktop screen is constantly in ripples. Meanwhile, the warranty was over and we asked Russian Lenovo office for the help. The answer shocked us. Lenovo representative explained to me on the phone that all risks of relationships with service centers lay on the buyer. And if one service center did not reveal the problem, we must apply to another service, pay to them (because warranty is over) and then, if the problem will be explained, file a claim to the first service center. However, said representative, Lenovo does not guarantee that another service center will set the source of the problem and the time when the damage occurred (during the warranty period or later). He also told me that we made a mistake have signed the certificate of the executed works, but without this signature, we could not return the computer.
As interviewed experts (independent computers repairers) suggest, the problem is that Russian Lenovo does not worry for how competent service centers are and whether they provided with all the necessary diagnostic equipment. So service centers are often very little firms and do not have the necessary tools to diagnose the failure. Russian forums are full of complaints on service centers that do not reveal problems, but require money for diagnostics. The customer cannot be sure that the service center will identify the problem, because even if the center lacks the equipment and qualified expertise, the customer will never know about it. It will be noted by the service that the problem is not identified, or that it cannot be solved. However, Lenovo does not bother with this. The authorized Lenovo service center LLC MicRoBiT-NC, we applied to, has bad reputation according to forums reviews, and another authorized services in St. Petersburg are of the same reputation. Lenovo continues to cooperate with them, not paying attention to customers dissatisfaction.
I asked Lenovo Company to help me to overcome the indifference of the Russian office to my concerns, and ф certain Anthony Garcia mockingly send me to my oppressors instead of giving the address of the responsible persons in the Lenovo company (ref:_00D30V2Wu._50014lvR7v:ref)

Downgrade rights expired?

Hi all,
I'm thinking of buying the ThinkPad SL500 but it says on
http://www-307.ibm.com/pc/support/site.wss/VSTA-DWNGRD.html
that the offer expired on July 31??
What should I do? I absolutely need XP for school for systems programming courses and so on. Is there any way to get past this, is this a real expiration? If so, does anyone know where to buy XP these days?
Also, how easy do you think downgrading (or I guess installing from scratch) the SL500 will be?

Laila,
If you still prefer to buy systems with windows xp,you might have an option for getting them without any OS installed.(Usually for corporations who buy in bulk this is an available option).
I dont know whether you can still be provided with Windows xp,now that Windows 7 is nearing completion with built in windows xp mode on certain platforms.what programmingare you trying to work out in the school?may be i can help you out in that regard if you could be more specific...
If you are still in doubt contact lenovo and ask them
Questions about buying a Lenovo product? Call a Lenovo Representative
Home office & small business
For sales inquires call 1-866-96-THINK (1-866-968-4465)
For post-sales inquires call 1-866-42-THINK (1-866-428-4465)
Monday - Friday 9am - 7pm (EST)
Government & education
1-800-405-6883
Monday - Friday 9am - 7pm (EST)
Ps:I hope you know that downgrade options are provided only with Ultimate and Vista business...
Cheers and regards,
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I am a volunteer here. I don't work for Lenovo

Ignorance of Lenovo Representatives

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