Is Lenovo Support this terrible?

I initiated a chat inquiring about my order status (ship date increased) and whether I should consider canceling it if it will really take that long.

The chat representative (named Anthony R. with Rep ID XXX) asked for order # and then canceled it. He did not say anything about my order ship date. Just straight cancellation. Never verified who I was.

Moreover, through out the chat session he did not type in complete sentences and with proper grammar. I asked him whether he really canceled it and he denied in half-broken English. When I said thank you at the end -- he replied back saying "anytime" and ended it.

I am certain he canceled it. I will think long and hard before replacing the order.

 

Wait, before you even mentioned anything of cancellation the rep did it anyway? That is very strange indeed, where are you based? I would try phoning up and get a different rep instead of using the chat facility just to verify the matter.

 

I've had experiences with well-spoken and helpful representatives.
That is not to say I haven't had any frustrations in the past.
I'd try again with another rep, or over the phone.

 

yeah, lenovo/IBM support is pretty useless. Their employees (from my personal experience anyways) are those that don't really care about helping customers, just you know typical do the hour, get paid go home type of people.

You really have to push them, even then, they are useless.

 

Haven't had a negative experience with sales. (Haven't had to do support yet).

I usually call in to finalize things instead of doing everything via the chat though.

 

Which is actually completely the opposite of my support experiences with IBM in the US. Now in the UK that absolutely described my experience, but not for the US support.

My experiences are usually along the lines of "Here's the FRU that needs replacement, here's the machine model/serial. Yes, it's a CRU.... Great, I'll look for the package this week."

Sales, on the other hand... yeah I haven't been too impressed.

 

You need to speak with someone out of the Atlanta office. Most of the sales reps (especially web chat), as far as I know, are not from the U.S.

All technical support I've had was from Atlanta and grade A.

 

Their support isn't great because the products seldom require any servicing and thus their techs don't have enough practice both in customer service and tech support, lol

 

I think it really depends on country you are in. For example in Poland, there is no physical HQ of Lenovo AFAIK. Support is outsourced and I guess it's even worse than your typical Lenovo/IBM support in US/CA/UK

 

The outsourced sales/help is worse than useless yes. The US based employees are good.

 

this is why there are passionate volunteers out there helping them out with these issues.

 

volunteers are nice for advice and moral support, but when you have a physical defect or in my case: two years off my warranty entitlement, the only persons that can fix the problem are the internal employees at Lenovo/IBM.