Customer service for non-outlet Lenovo seems "ok", but I've only had to deal with them a few times. If you order from the outlet, you're sure to get "outlet" customer service. I didn't get an receipt, tracking number, and couldn't even contact their finance department directly to tell them that my credit card finally OKed the charge to my card. If you like to deal with this kind of stuff, go for it. All the places I've ordered stuff from, whether it's a small shop on eBay, etsy, etc. or a big merchant like Amazon, they always send a receipt. So how hard can it be? I called customer service TWICE to send me a receipt and the first guy said he would, but it never came. The second guy said it would take one business day. What's up with that?
almond2003 -
Sunday, March 22nd 2009 12:41 AM
My first purchase from the Lenovo store went smoothly and delivery was on time (March 2009). Obviously people had mixed experiences below - mine was generally positive. FatWallet CashBack was much appreciated too.
Champignon -
Friday, March 20th 2009 1:24 AM
I have ordered 6 Thinkpads from Lenovo in the last 6 weeks, 4 from the Lenovo Outlet and 2 directly from Lenovo. Each and every order has been severely mishandled. Although the notebooks themselves are excellent, this is the worst online merchant I have ever dealt with from the standpoint of order fulfillment and customer service.
Champignon -
Friday, March 6th 2009 12:28 AM
It is a real shame that a company that produces and markets products like Thinkpads, which are among the best of breed out there, is so clueless when it comes to order fulfillment and customer service.
I own quite a number of Thinkpads, about 10, and I really like them (in fact I am a fan) however this company really shoots itself in the foot with its poor order fulfillment and lackluster customer service.
hyshopping -
Sunday, January 4th 2009 11:54 AM
I've ordered 2 thinkpad X61 on December 6th. One got delayed once but got to my house on 12/29, another one was still not even in production! The outsourced Indian customer service staffs are totally useless. They only thing they are good at is saying "Sorry". For these orders, we exchanged 3 emails, had 3 phone conversations, each time the CSR said the problem solved, but I'm still waiting and have no idea when I can get the laptop.
pkodali1 -
Friday, December 12th 2008 10:25 AM
Disappointed with Lenovo. I ordered a Idea Pad in 1st week of ddecember and called them to check the status on 12/12, they told me they the warehouse expects to ship the laptop in the week of 22. So it takes them about 3 weeks to ship a preconfigured laptop. I cancelled the order and brought a Dell XPS. Dell and HP lets you customize the whole system and ship them in a week. Lenovo go get a clue from Dell and HP.
mdlam -
Friday, August 22nd 2008 4:03 AM
Alot of people complain about customer service in Lenovo. Many of these are lies from people with agendas such as ties to competing companies. Here are just a few of many examples.
-Service never promises to call back, all problems are solved on the spot. It doesn't make sense for them to call someone back. --Price matches are given instantly after the rep verifies online, takes 2 minutes, no calls back necessary. -Any negative unit is replaced by warranty, every company works the same way. Repairs afterward are rip offs everyone knows that. Lenovo is very loose about repair policy i've had motherboard replaced because i overheated the video card from sticking it under my mattress. They sent me a box and shipped it there and back First Class no charge. They are strict after warranty expires. -lmarisca claimed 85% on return. That is after 3 weeks of use. She also said 80 of her collegues used t63's. 80 is a unusually high number of collegues to hear complaints about and t63 DOESN'T EXIST. -Repairs are finished in one day. There is no such thing as put on hold. I received my computer back in 3 days after shipment. -Ship dates are probably the only legitimate complaints but only in the months of December, July, and September where there is Christmas rush, graduation rush, and back to school rush. Crazy things happen then because those sweatshops in China get a little sweaty. I received my computer in 6 calendar days. -Calls into customer service fix complains within 5 minutes, and an order can be redone or refunded and halted in that same amount of time. These people are stupid.
I've had 2 Thinkpads and each have been rock solid and perfectly responsive. It's all about the T-series.
macsrbetter -
Thursday, July 10th 2008 12:13 PM
the only thing I like about the Lenovo is the face scanner when you login its one of the coolest things ive ever seen
bernardpku -
Monday, July 7th 2008 1:22 PM
does everyone get 15% casn back form fatwallet? I used fatwallet to buy a Lenovo notebook on May 20, but untill now the Lenovo did not report my purchase to fatwallet. I am not sure whether I had been cheated by Lenovo. The fatwallet said they will investigate it for me but they need at least three months. do you have similar experience? we can share it ?
immaViLLaiN -
Saturday, June 28th 2008 8:44 AM
I bought a laptop from them and the only problem I have with them is probably the shipping. You can track it easily, but it just took them a long time to even build it. Probably 3 weeks before they shipped it out, and once they did it only took like 3 days to get here. But other then that the laptop was everything I expected. With their usually 30% off and adding in 10% coupons makes them competitive with Dell. The quality is a whole better that's for sure. Add that with CashBack and you're getting a pretty good deal. Also like how ordering is pretty easy because you basically just go down 1 or 2 pages and pick what you need. Instead of just clicking next through different pages and being offered useless softwares and accessories (Dell). Compared to the my Dell laptop I had before, I like how it barely had any crapware on it. I probably only had to uninstall the anti-virus and office 2007 trial software and that was it. There wasn't a bunch of other crap on there like my Dell had.
I haven't had the need to call customer service yet so I don't know how that is. But so far, I will probably buy from them again. Since I know for sure the customer service sucks at Dell.
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(5.9 out of 10)
