Lenovo support has become very poor (long post at least until they delete it because it's truth)

Question

Quite honestly,  I wouldn't be suprised if they delete this post,  but hopefully some people will get to read it before it is.
I have been a big fan of the ThinkPad brand computer for as long as it existed.   I work in Computer Networking and Security.   Lenovo has always offered quality products at an affordable price.   Until I ran into a problem that occured in November, 2011 when I purchased 30 Lenovo Thinkpad E420's for my customers.
Every single one of them fried out within 4-5 months.  While back then,  trying to use my warranty,  I was bounced back and forth from Office Depot and Lenovo untill I had to just bite the bullet and purchase relpacements myself for my customers (I bought a different brand).  And frankly,  I will never buy another Lenovo product again, after recommending them to thousands of people over the years until this all happened. By the time I finally got someone that offered the warantty,   they told me it was no lonver valid.  Yes.  It took over 6 months of calling Office Depot / Lenovo back and forth until I finally reached someone (which happened to be RIGHT after the warranties ended......)
Now,  2 years later,  I received letters from Office Depot that this particular brand and battery were being recalled.  ALL of the computer's ID numbers and the Battery numbers matched what was listed as "qualified for replacement".   I went to Office Depot and was denied,  telling me to contact Lenovo.   I went to the website Lenovo suggested and filled in the information for all 20 broken computers (I kept them around in case I needed spare parts which never did because according to the governmental recall,  these defective  batteries can cause damage to the BIOS / Motherboard / and Power supply).
All of my computers were rejected by their fill in form.  When I called tech support,  I was transfered to four different departments,  each saying that "Whatever the website said is the final word and we cannot help you,  but let me transfer you to someone that maybe can assist you".  only to get transfered to 5 people who told me that they don't know why I were transfered to them, then  make the same suggestions,  and then transfered me off to another person that is equaly as confused as why I was transfered to their department. As shampoo says,  Rinse Lather Repeat for 2 hours.
This isn't meant to be a rant.  This is to explain how poor their customer service is,  that they basically told me oh well,  buy a new one of our products since that one doesn't qualify.   This is a company that just lost a power buyer whom has purchased counteless Lenovo Think Pad's over a long period of time,  and they treated me like a grandmother that wondered why they had so many toolbar's on their screen.
I highly suggest you avoid their products.  Again,  by the time I finally got to any stage of my "warranty" with either Office Depot or Lenovo,  it was too late.   Then,  with this governmental issued recall,  all of the computers I had in storage did not qualify (even though they were the exact brand / year / and battery that was "qualified".
So,  consider this just a warning on how Lenovo now operates.   I had 20 computers that by the time I was ping-ponged back and forth between their distributer (Office Depot) and their company,  with each repeating "you have to contact the other",  until it had been so long that my warantees finally expired.  Now with the governmental battery recall,  I ran into the exact same thing.
Since their automated "check if your computer qualifies section" said NONE of them qualify,  I now have 20 nice paperweights that costed my business quite a bit of money, to the point where I gave up on the Computer Business and went to work for the government.
 I used to recommend Lenovo products to my customers and to my clients,  and will never do so again.   It is such a pity that they bought the Think Pad brand,  because many of my smaller clients prefered the little 'eraser' style mouse vs the multi touch pad.  So be warned people.  They are cheap computers for a reason,  and that reason isn't because they pride themselves on quality service.   Honestly,  I would have forgotten about this until I got the letter saying that these computers had governmental issued recalls on the batteries.   But I find it quite strange that all of the computers died at about the same time,  all were the make and model that was recalled,   but NONE qualified for the battery.
And good luck getting your warranty if your computer breaks during the warranty period.  Plus,  if you think this is just an anger rant,  rather than just the truth,  search reviews on Lenovo products.   Most reviewers throw in the joke that "You'd be better off buying an eMachine,  at least you know you're getting a piece of junk"
Sincerely,
Kevin M. du Charme
Diversified Rehab, Inc.
Vocational Evaluator for the State of Florida

Answer 1

Kevin,
Understandably you seem really frustrated.   I can sympathize with your summation of the run around you have experienced but without specifics, it is difficult to arrange assistance on your behalf.
The battery recall is for safety, and the automated tool querries the batteries to see if specific ones are affected.   It is possible that your batteries may have worn down over time, but not been flagged as inherently unsafe.   If you have a sample of 20 or 40 units, and they were built nearly in sequence then it is possible that they are not affected.
Serene likely asked you for customer contact and type and serial information for at least one of your systems as required to escalate your case.   I understand it is frustrating to have already provided this elsewhere to the company.
Mark
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