Three Cheers for IBM and Lenovo!

Friday, November 2, 2007

I can't believe how easy it was...

Last week the bottom third of the display on my X60 tablet became distorted and wavy. Applying a gentle pressure to the bottom left corner would fix the display. Something was loose, obviously, and I can't just sit around all day squeezing my tablet.

At 9:30 A.M. Monday, I opened up a support case on the ThinkPad's EasyServ site. I was mentally prepared to give up my tablet for 8 weeks, and have my request lost in the pneumatic tube system that dispatches repair orders to an IBM facility where spider monkeys are trained to jab violently at broken hardware with Phillips screwdrivers until a banana appears.

By11:00 A.M. on Thursday, my tablet was back and working perfectly! The standard warranty covered both the repair, and the overnight shipping between Maryland and Memphis, Tennessee.

In a world where customer service consistently disappoints - three cheers for Lenovo and IBM for exceeding expectations. They've earned themselves a repeat customer.

The Blog Is Good, Too

Matt Kohut displays an Atwood-esque enthusiasm for hardware at Lenovo Blogs Inside The Box. Take a look inside the Bejing Desktop Testing Lab, see pictures of a Ruggedized PC, read the usability studies behind Battery Indicator Light Behavior, and drink in the honest tone of "Junk" in the Preload


Comments
Josh Stodola Friday, November 2, 2007
LMAO @ your 9:30am thoughts.

IBM has some outrageous prices, but man, they sure do know how to treat a customer.
Sahil Malik Friday, November 2, 2007
Wow, computer-less for 4 days? That's worth buying a new tablet IMO.
yipyip Friday, November 2, 2007
I don't think that has anything to do with IBM anymore. Good for Lenovo! IBM is just hosting some web pages for them for a few years.

On a more pessimistic note, there's IBM and there's IBM. Josh's comment has a whole other meaning if you've ever dealt with their consulting arm, IBM Global Services.
Fred Beiderbecke Friday, November 2, 2007
I've had to send my X60 tablet back for the same issue as you twice. In both cases, the experience was excellent.

First time I did the email a problem, within 5 minutes I had a call back. Since I was away from my desk at the time, I called them back. I expected a long ring, hold time, bad music, but the call was picked up by a human. The next day I had a box, it was sent out, the day after repaired and I had it the following day. All in all, I was without a tablet for 48 hours. The next time was the same.

The screen has been fixed since with no probelms.

An excellent customer support experience.
Andy Wednesday, November 7, 2007
*Begin Sarcasm*
IBM great customer service since WWII just ask the Nazi's. IBM products worked great for them and they can work great for you too. Just ask 8 million dead Jews.
*End Sarcasm*

I have no love for IBM but I am glad you got good customer service and no, I'm not Jewish.
Chris Wednesday, November 7, 2007
I love me T60 but I do not love Lenovo.

About six months ago I sent it in for repairs (screen burnt out, a few of the function keys stopped working... something was wrong). Over the next three months I sent the laptop in no less than five times.. because every time I got it back, something else was wrong.

I went through three months of sending it in, getting it back broken in some shape or form (bad AC unit, fried battery, etc). After about three months and twenty phone calls, I finally for my laptop back in good condition (minus a screw or two). When I say good condition, I mean it was functional and all the parts worked.. but good condition does not imply clean. When I got it back the last time, it literally looked like they had rubbed dirt on the outer casing.. pissed as I was, I was not going to wait another two or three weeks to for them to break something else before returning it to me.

T60 = love
Lonovo = hate
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