My girlfriend was understandably happy when she came home with her brand new Lenovo IBM Thinkpad, even if it had cost her most of her student loans, but her previous one had collapsed mid-semester after four years of loyal service. She clutched it to her breast, and for reasons best known to herself dediced to call it Nói (Noah).
At this time I was having a lot of success in my work as a writer, and there was barely a cloud in our sky. We were enjoying our stay in Tartu, Estonia. However, the computer did not work properly and I could sense her growing frustration as she went down to Tartu’s Photopoint every day and the repairs dragged on and on. This was beginning to put a strain on our relationship, as well as distracting us both from our work. Finally, after 19 days, it came back. And still did not work properly.
At this point I decided to go down there myself and simply ask for a refund, since this computer had already caused us so much grief and my girlfriend had taken to calling it
“ugly” or “junk.” I was shocked to find out that Nordic Digital/Photopoint did not care the
least about consumer satisfaction or even, it seemed, fair play. Having repeatedly denied my
request to refund the computer or talk to a manager, they left me no option but to talk to a lawyer. When you have a problem with your new computer, you should be able to talk to the shop, not a lawyer. Alas, they have left me no option.

Therefore, I emplore IBM Lenovo to compel Nordic Digital/Photopoint to solve this problem.
If they will not, I suggest that IBM Lenovo do so themselves, as a gesture of good faith to
two very loyal customers. We are still young and have many computers left to buy in our lives. We always thought they would be Lenovo’s, but now we are not so sure.
We want this settled as quickly as possible. My girlfriend has to concentrate on her studies
and I look forward to writing other things than complaints letters. But at the present moment,
we feel very wronged and are unable to think about anything else.

Regards,
Valur Gunnarsson

I figure the only way to get things from Lenovo is to go through a dealer and pay a little bit more to avoid the hassle. The dealer will either have it in stock or not. If not, I just go to the next dealer, etc.

That’s how I originally acquired my T60 – through a Value Added Reseller. In the case of Lenovo, I emphasize the Value-Added.

My two cents.

Christopher

It takes at least an hour on hold to reach a sales agent in Canada. This makes it very hard to track down issues.

The first time I called was around the 14th of Jan, when I received an email from Bizrate asking how I like the notebook. I called Lenovo and they told me “oh sorry, there was a billing problem, and it never got to manufacturing”…

I’d tell you the rest of the stories but they are all similar. The point is that:
on feb 4th, I call again, and its STILL on its way to manufacturing. The notebook will not ship until Feb 14th.

Thats over 6 weeks to get the notebook shipped out the door. Many customers have been more vocal then me, and they received their notebooks within 4 weeks. I sat on the sidelines and only called them 3 times to bitch, and now it looks like I will receive it 7 weeks after I ordered it.

I’ve sent 2 emails to Lenovo over this time as well, but neither have receieved a response.