Very Disappointed with Lenovo Products & Support

Question

After spending times during the holidays researching the new laptop, I found out that T400 would be really powerful and slick and I was excited placing an order and could not wait to receive it.  Today, I received the product.  It was delivered couple days earlier than the dellivery date.  So far perfect!
After having dinner, I jumped in the work - opened up the package and put the battery and plug the power on.  Here is what I've been waiting for.  Hit the power on!
The system ran very quietly - greatly, then the system is setting up the VIsta Business OS. 
Than PING!!!  'Install Windows - can not complete installation.  Restart the installation' error message displayed!
Can't be!  Next thing I know I spent 0/5 hours recyclying the power and the error message was still in the loop.  Got no where!
I called support for help.  The first guy asked me to hit F11 to go to recovery OS.  Tried that - the system had problem recovering the OS.  It gave me an error about Windows recovery proble.  The support guy told me that I need to go online to register my product, so my warranty is activated and then call back the Lenovo support to ask for System Recovery discs.  DId that and called back.
The second support guy was on the call and tried to give me some help.  Didn't go anywhere.  He said he'd transfer me to talk to T400 support people.  Sound good!
I was on the phone for 1/2 hrs with the third guy trying to ask me to hit all those F8, F11 key for system recovery.  At this point, my head was all of steam and ran out of patience.  I asked him if he knows what he's talking about.  He counter-argued with me and blamed on me for not following the process.  He finally came back to me to go to Lenovo website to find instruction how to create my own system recovery discs.  I followed his direction and go the the website he recommended.  After reading the instruction, the assumption is that you must be in Lenovo thinkpad and in Windows Vista to create the recovery disc.  This is typical to all Vista OS.  Struck out for the third time for the lousy support.
I decided to call back for the last time.  Talked to the fourth support guy.  He read the case and asked me to go online and register and call back to ask for the System recovery discs.  That's it for me.  I told him that I had enough of the BS.  I've decided not to tolerate this scrappy support and pack this brand new T400 which I now believe it was the worst laptop I've ever bought.  I could buy a no brand name laptop and it worked even better and I don't have to talk to these kinda support people.
What a nightmare!  No more Lenovo!  I'm sharing a real life experience with highly overated brand name Lenovo!  It's off my list for now. 
Jeff

Answer 1

OK.  Thing just got worse and worse which I'm now convinced that Lenovo organization is far below inferior.
In the last couple days, I've placed multiple calls to the RMA dept. and dealt with 4 different analysts trying to have the MFG defected T400 RMAed back to Lenovo with full refunds.  These analysts advised me that I had to pay 15% restocking fee or I had to order the new laptop for exchange.  I told that I do not feel obligated to pay for the restocking fee since this is a MFG defected brand new laptop; otherwise, this would be a good but scammy business model that Lenovo is running.  These guys stuck with their policy, so I asked to speak with the supervisor/manager on duty to have this matter resolved.  I've already requested three times couple days ago and have not heard back from them.
I kept calling them back.  The last analyst I spoke to with the name Akshatha Rxxxxxxx (x. 17xxx) based in India tried to asked me with same old questions from the previous analysts (one of them is Ahmed Sxxxx - x17xxx) which I declined to go through the same scripted interview.  I told this lady that I was just simply wanting to speak with the supervivor or manager on duty to have the matter resolved ASAP.  She told me that I had to answer her questions, otherwise, she will not help me with my request.  I then just told her to end the call and file a formal complaint with Lenovo.  She said you do so.  So that is what I have to go through.
I can't imagine Lenovo's customer service stands at this inferior level.  Rightnow, I'm getting a brand new laptop that doesn't work and have to deal with these kinds of service flows.  Where does Lenovo stand at the customer's voice?
I'll definitely file a formal complaint and raise this matter publicly.  I'll keep you posted...
Jeff
Modertor Note; Full names and contact details from Lenovo employees edited as per forum rules.
Message Edited by andyP on 01-10-2009 12:09 AM