Is Lenovo support good or bad?

I ask this as I have been on their phone queue to get an RMA for my notebook for the last 2+ hours. I already know I'm going to eat 15% for the notebook (a very cheaply built u450p) but I just want a person to talk to. Dell/HP support maybe generally useless as well but at least you can reach someone. I've owned a T-40 (which is still going strong) so I know IBM makes good stuff but 2+ hours in their queue means they will never get my business ever again.

 

Yesterday was Cyber Monday, and there's still spillover today both in the online and the phone systems from the load.

 

Dell if you buy through EPP has awesome support and customer service. Answers phone in a few rings, manned by Americans who speak English, immediate on site tech who is trained to your place, etc.

Loonovo does not seem to focus on customer service and it seems like departments are disjointed IMO.

 

I've heard some horror stories about Lenovo... I my current one is likely to be my last. besides the screen quality is trash compaired to my old acer Ferrari 5000

try and get it returned without the 15% hit. as the product was delivered subpar. and your upset that you have been on hold for 2hours... just to address the issue. and now you've had it and want all your money back... Try, it's worth a go at.

 

I have a tape similar to the 911 emergency fire and 5-0 calls where a Lenovo rep promises a refund on a mistake and then later renegs. It's hilarious. Maybe I will release it to TMZ.

 

yah, that would be funny!

 

Mileage certainly will vary here.

I've always been very satisfied with IBM/Lenovo support. I've never had to wait in the queue for more than 5-10 minutes. When I call them up I get my issue resolved quickly (either a part sent out, or if need be a box so that I can send my machine in), and have always got a quality result quickly.

Granted, my expectations and preparation for support are a bit different. I generally know what's wrong before I call, look through the hardware maintenance manual, and write down the appropriate FRUs for the parts in question. By doing most of the CSRs job for them I've never had a support call with IBM/Lenovo go for more than 15-20 minutes (and I get the result I need).

 

Usually when I call lenovo for any questions (be it billing, tec. help, order status, etc.) ALL my calls get answered 2-3 minutes of being on hold. Today however, was a different story. I called them today around 11AM regarding some billing questions I had. I was on hold for my entire lunch period (45 minutes), and since said "hell, I'll give up, and call them when I get home". Called again, and this time I waited up to 30 minutes, when I finally just gave up for the day. This is the first time that no one has answered the call in under 5 minutes. I'll definitely give them another chance and just call again tomorrow.

 

I called Lenovo 2 times for recovery discs for different machines and they were helpful. I got the discs in a day. Thats my only experience with Lenovo customer support and it was positive.

 

Support in Atlanta GA (USA) is helpful but they also have offshore sales reps.

 

i am satisfied with phone support in Australia, but the depot repair with the contract company is more than subpar.

 

Thats a good point. I dealt with ATL support.

 

I think my sales rep was someone in Moolayzia or Shree Lanka but he said his name was Brown and I said BS.

 

Nice to hear you still have good experience with Dell. I run a Dell shop so I have to deal with their support a couple times a month. From what I've seen it has gone to absolute hell in the last 15 months.

 

Lol. That is common. Cs reps using English names...

 

My experience with Lenovo support has been good, but I know there is variability in individual cases. Also, much of what users complain about related to support issues is just the reality of where notebook build quality is now, as compared to the past. Great prices (compared to the past) = razor thin margins, and less quality - particularly in screens, keyboards, cases, bezels, etc. On the other hand, CPU's, ram, hard drives, MB features, etc. are way better now.

 

The Canadian phone system is good, no offshore BS customer rep and never had to wait more than 5 minutes.

 

nice to hear that

 

I'd second that as I have never had foreign reps on the phone with Lenovo Canada. All of them have been very helpful.

 

As other already said they support has be exceltly for me too send part when i need and fast never issues deal with always excently few minute wait time holld at most i seen much worse deal and acer