Lenovo Customer Support - Horrible
I own a Lenovo 3000 N100 Laptop. I’ve loved it since the day I got it, and it runs well. It has a dual core processor, I’ve upgraded it to 2 gigs of RAM, put in a 160GB hard drive, and it runs Windows Vista Ultimate like a dream. The only minor issue i have, is that occasionally (once every month or two), the keyboard and mouse will completely lock up. I can plug in an external keyboard and/or mouse, and they work fine, but the integrated ones just completely freeze. A quick tap of the power button to hibernate, and other to power back on, and its back in shape.
About a year ago, my battery died. It would not charge, would not even turn on unless it was plugged in. I called up warranty services (the machine came with a one year warranty), and they were very quick and helpful about replacing it. My battery shipped same day, and it was in my hands two days later. I slipped the dead battery in the provided prepaid return sleeve, and that was that.
It happened again a few days ago. This time, my computer was out of warranty. I called up the “customer support” team, and got a gentleman who asked me questions about my computer and how long I had it. I was apparently three or four days out of warranty, and therefore I was a complete waste of his time. i tried talking to him and asking what my options were, and his response was “You aren’t going to get a free battery out of this, so quit wasting my time”. Are you kidding me? I got his name, hung up on him, and called back. I actually got somebody who decided I was worth talking to, and who explained exactly what the warranty process was and how it worked. I didn’t get a free battery, but I at least now know what the process is.
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This entry was posted on Monday, March 10th, 2008 and is filed under development. It has 167 viewsComments Feed. | Leave Comment | Leave Trackback.
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April 10th, 2008 09:40
I think your title is misleading - Lenovo customer support is not bad as a whole, you just got stuck with some asshole with an attitude problem. From my personal experience, Dell customer support can be both the best and the worst. Lenovo is the same - it all depends on who answers the phone that day.
Some companies, on the other hand, have nothing but top-of-the-line support. I am speaking of DreamHost in particular… if all tech companies could model their support operations after those of DreamHost, the world would be a better place.