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Lenovo support - it's an ADVENTURE!

R

Rio Rebel

Administrator Emeritus<br>Elite Member
I decided to contact Lenovo this morning to make sure my (delayed) shipping date was valid this time. After one hour of waiting for an agent to answer the phone, I finally had to admit defeat with that route.

Undaunted, I decided to go the "chat" route. I knew the odds were greater of getting someone with a marginal familiarity with English and even less with technology, but certainly a chat would be faster, right? Right? .....................right....?

After 35 minutes of opening chat with no response, here is what my chat window looks like:
Chat Transcript
Please wait while we connect with you with a Lenovo Chat Representative.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
 
I finally had to give up and go to a meeting after an hour. Here's the tally as I'm leaving:


Please wait while we connect with you with a Lenovo Chat Representative.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
 
I would have called instead. Whenever I need something in regards to customer service or warranty service, they're usually pretty efficient.
 
Oh, I called, and gave up after being on hold for literally an hour. Now I'm just having fun seeing how outrageous the service is.

The funny part is I still haven't cancelled my order. I want the laptop, but they're scaring the hell out of me with this "service".
 
The one time I called I found it to be reasonably fast. I wonder if time of day has something to do with how fast they respond since Lenovo is based in Hong Kong. I'd try not to get discouraged at this point, but I definately under your frustration. I've purchased multiple Lenovo machines in the past and while I wouldn't say support has been outstanding, it has generally been better than what I've experienced with the competition as an end user.
 
You're right. I called back now, and it took less than 5 minutes and she went straight to the information.

Lenovo needs to crack down on whoever is providing their tier 1 support. It sounds like they do a decent job but have trimmed the staff too thin.
 
Maybe their trimmed down staff is overwhelmed with service calls after the long weekend. It may help to call in the middle of the week.
 
I bought a ThinkPad in about 2006. It had a manufacturer defect (the wireless cut out anytime a sound played). Lenovo's Atlanta-based call center was so incompetent, stupid and obnoxious that I returned the computer and washed my hands of them. Their service was much worse than what I got from Dell's Indian call centers, and wildly inferior to what I get at the Apple store.
 
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