Current Thinkpad Quality and Customer Service?

I owned a Thinkpad many years ago and was very happy with the notebook and the customer service. I am mulling over the Thinkpad X1 Yoga. Has Thinkpad kept up the quality and customer service?

 

In short, no, it hasn't.

I am trying to replace a five year old Lenovo that has served me well. However, in trying to order a new system, I have discovered the hard way that apparently Lenovo no longer cares about customer service--at all. I ordered a system and the ship date has slipped well over a month, and customer service, even at the corporate level, will not make it right. The excuse given is that a part is back ordered, yet the system as I configured it is being sold on the Lenovo website with a 5 to 7 day ship time, which means the company is either misleading customers, or there is something fundamentally wrong with the company, and with customer service. In trying to find a way to actually get my computer shipped, and doing the research, I have found pages and pages of complaints about Lenovo after-purchase customer service, including some for the Yoga. Given the treatment I have gotten from customer service before purchase, and seeing all that I have now seen in terms of complaints, I can't imagine that the customer service AFTER purchase would be any better. It does appear that there have been some fundamental management changes at Lenovo over the last two years, specifically. So my answer to your question is, no, Thinkpad has NOT kept up quality and customer service.

 

Speaking from my experience: quality is not as good as used to be. But customer service not too bad. I have returned 20 machines in the past 3 three years, no hassle at all.

 

20?!

When I called them several times about canceling an order and placing new order, they were only interested in telling me to place the new order. Since the order cancellation needs to be approved, I would place new order only after the previous order cancellation is approved (don't want to end up with 2 machines), but the reps kept asking me to place the new order "now" and said I could cancel (again) if something wrong. Really annoying.

 

submit your cancellation here:

http://lenovo.force.com/orderCancellation

You don't even need to talk to them.

 

That's sort of an open ended question, with many ways to look at it. It's been my experience that both IBM and Lenovo have produced their share of winners and losers. I'm not sure if the customer service or support is any better these days, but I wouldn't let a few bad stories dissuade me from buying one cause they're there for every brand.

 

That's essentially true for every company out there, good and bad, live and learn. But, the difference between IBM and Lenovo is that IBM (as I recall) will fix the issue, while Lenovo just want customers to go away with or without resolution.