Lenovo ThinkPad X60s user reviews

0.5 stars

"The greatest machine doesn't matter if you can't get help" on June 29, 2006 by akoffman

Pros: Awesome battery power, screams, and light

Cons: Worst service ever!

Summary: I was so excited when the Fed Ex man brought me my new Lenovo! I ripped into the little box like a kid into a Hershey bar, and I was sucking in sweet anticipation as I held the little critter in my hand. The power! I felt like Superman the first time he realized his power. When I finally docked it like some vessel in a far away galaxy, and fired it up it screamed like a little micron on steroids. WOW! I was nervous. I’ve had a few laptops now; an old tank ThinkPad, a Toshiba Satellite Pro, and my last one was a Dell Inspiron 8600.

All my previous experiences with laptops had been relatively good. IBM for starters had been great. Toshiba had also preformed well. But in spite of how Dell has often been portrayed, my experience was fantastic, and every issue that came up was resolved quickly and professionally. Well my new Lenovo messed up in less than a week! It happens. I work in IT and I had at least had the chance to enjoy some of the PROS of the X60s! It is FAST! The battery power is awesome! The keyboard is nice! The fingerprint reader is cool! But the real test is how one is treated when the crash comes and tech support is needed.

At Dell the Indian people truly tried to help. It was as if their lives depended on it! CONS: When I called Lenovo for help I was transferred to Georgia. Was it in America or old Russia? The tech had an accent so thick, little south, little young, but I thought I caught him after he had maybe had his wisdom teeth pulled; maybe he still had the gauze in his jaw. I could hardly understand a word he said. Well it took crying for a manager to be transferred to the “Mobile escalation line”. Finally, feeling like I was getting somewhere, the first manager (if he really was one) was as lost at helping me as my dog. He said he would call me back the next day, and since it was late I agreed. He NEVER CALLED BACK! I called back. So when I told the second manager who I had talked to the previous day he said he couldn’t find his extension. He finally got him on IM and after he had made me wait half an hour on hold he told me he would have to call me back. So I had to call that evening to talk to a third manager who at least told me that there was a SECRET HIDDEN image on the hard drive which would hopefully restore my system back to its original state. After all this trouble I truly thought this was some means to just get rid of me for another day, maybe to give them an opportunity to hire some competent help. I hadn’t raised my voice throughout this entire series of calls. I never cussed out anyone even though I felt like it. But I did break down and ask if I could get a copy of the restore disks since none came with it. I told him I had another question, and after he got my address he hung up on me.

Being an IT professional I have quite a few people that trust me to enable them to enter the information highway. I get asked all the time what computer is best, which this and that is easier, etc. I’ve trusted the CNET editors so far but this is a total roadblock! A great machine with lousy support is like trying to drive with a car that has no fuel! This experience tells me to push it back to China!