Good experience with Lenovo customer service

After having read several complaints about Lenovo's customer support here and in other forums and after having had mixed experiences myself (my otherwise really great T61p is affected by the 4 Gb crashing issue, which still seems not to be completely solved by Lenovo), I also wanted to share an IMO really good experience:
I had noticed already some months ago, that my ultrabay battery did not charge and power manager told me, it was bad and needed to be replaced. I had never bothered to replace it, but now I thought maybe I can use it in the summer when writing outside. Since it was still under warrenty (~9 months or so old), I called Lenovo's tech support. After being transferred a few times, I was finally told that the ultrabay batteries were on backorder and it might hence take ~4 weeks, but that they would send me a replacement asap. This was two days ago. Today, when I arrived home, I found a new ultrabay battery in my mail (which works fine) together with a label that I have to use to return the defective battery.
Pretty cool in my opinion, given the fact that this kind of service does not earn them any additional money!
Thanks, Lenovo!

 

Very nice story. Thanks for sharing.

Good to hear about excellent customer service from Lenovo.

 

When did you order your machine? Are you telling me that the new T61ps are still having the 2 DIMM issue even after Mark posted the new MOBO resolution on the Lenov boards? I hope this is not so.

 

Oh please no...

 

Thanks for sharing your experiences. I'm sure there are plenty of other positive stories around as well. +1

 

Looking at wutz's posting history, it appears that he received his T61p late last summer. That's in sync with what he said in the message above about how old the ultrabay battery is.

 

Hi Fire Snake and Nonny,
I bought my laptop last year immediately when it was released. Regarding newer models: I'm not sure, whether or not they still have these issues.
You are probably aware of this thread at the Lenovo forums

http://forums.lenovo.com/lnv/board/...s&thread.id=55&view=by_date_ascending&page=61

in which Mark (who has also posted here several times) said, that all T61p shipped today are OK.
But then again, Lenovo's tech department has for some reason still not been able to state, exactly which motherboards are flawed, so I'm unable to judge, whether or not they are really able to control for this problem or are just trying to 'appease' their customers' minds...
For me personnally, the problem is not that big, because 99% of what I'm doing with this comp. is MS office work, graphics and statistics etc., and I found that all this works without any problems...

 

always good to hear good experince with customer support

 

nonny and wutz,
Thanks, looks like the new CTO systems should be fine. Wutz - I didn't realize that you had bought your system so long ago. What got me confused was this thread and the fact that one of the posts on the Lenovo forum said that this issue was still not fixed. Maybe they meant people who already had their systems for a long time with one of the planer boards that have not been recognized for replacement.

 

I can share my experience too , i downgraded my vista ultimate to xp pro , before doing that i made my restore dvds for vista , after releasing vista sp1 i tried to re-install vista ultimate but it had errors , so i called Lenovo and explained for them , they sent me the full set of vista ultimate dvds in 2 days without charging me a penny

 

Thought we should continue this thread, since there's so much bashing and I'm sure Lenovo's service can't be that consistently bad.

I've dealt with Lenovo on two occasions and had nothing but good experiences. The first time was when I wanted to clean up my keyboard a little but as I was wiping, my "back" key came off. I realized the retainer under it was defective so I called up Lenovo and recieved a new keyboard in the mail. I don't have to send in my old one either so if I ever have an accident, or sticky keys, I now have one to swap with.

My second experience, was problems I'm having with my ultrabase. I had some problems with the software which they tried to troubleshoot for me, but the main problem was that my ethernet port had about 2 milimeters of "give" and I would lose my connection if I ever move my laptop. After being put on hold for a few minutes (he did come back every couple of minutes to reassure me), I found myself on the line with a manager, who told me that I would get a new ultrabase in the mail and that they had hoped I would fill out a feedback survey for them which they'd send me an email. I was happy to do so, and the rep came back asking if I was extremely satisfied, I was so that was the end of it.

 

roxtc, i get this funny feeling if you didn't have the survery, you might just have had a harder time on the 2nd occasion.