In my experience, Lenovo is basically two different companies for their Thinkpad and non-Thinkpad machines. If you have a Thinkpad and have a warranty issue, they'll overnight you a shipping box with an overnight label. I had an issue with mine that needed a motherboard replacement and I was only without my laptop for 3 days. Meanwhile, I had a similar issue with a non-Thinkpad laptop and they emailed me a UPS ground shipping label, expected me to provide my own box, and quoted a turnaround time of several weeks. I ended up buying another of the same model of laptop and returning the defective one instead.
Comparing to Apple (I run both Lenovo and apple kit) I’ve lost two bits of hardware with apple for multiple days on repairs in the UK. A friend just got told that there’s a 2 month turnaround on his custom M1 MBP 16 which has a logic board problem.
That scared the shit out of me enough to throw the money in on a Lenovo T14 gen 3 with NBD on site repairs. If I sell my apple kit I can afford to buy another identical machine and stick it on the shelf. I’m still £120 up on my mac and mitigated a whole bunch of risks.
A couple of T490’s is probably good enough for me to be fair.
It's odd to me that Apple has never offered a 24h turnaround (or cross ship) higher tier support package. This was a hold up for businesses using Apple machines for a long time. I guess enough employees started requesting Apple machines eventually getting businesses to offer them anyway.
> It's odd to me that Apple has never offered a 24h turnaround (or cross ship) higher tier support package.
They used to have an even more exotic AppleCare tier than that for Xserve customers - onsite hardware support within 4 hours if you had a problem during the business day. I don’t remember exactly how much it cost but I want to say it was less than $500.
They offer “express replacements” with applecare, I did it for my broken ipad. They overnighted me a new one and I sent the old one back to them in the included box/label.
I consider Apple that they don't sell "non-Thinkpad" products. That's how I can easily pass the spect sheets which promise better-than-apple-for-much-less and pay a bit more and be happy about it.
In US, ThinkPads have been especially popular in the corporate world, with some companies practically standardizing on them as business laptops; e.g. Microsoft used to be like 90% Thinkpads early-to-mid 2010s. I suspect that much of the support infrastructure benefits that we get are derived from it being that pervasive. Are they generally less common in Europe?
Prices in Switzerland are ok, to not say cheaper than elsewhere, but support...Unless in warranty, is atrocious. They asked me to send my laptop for "diagnostic" with unknown cost when I requested how to buy the part (out of stock on their website) to replace it.
If you trust ebay/aliexpress for battery, good luck. I am lucky enough to have been able to buy what looks a genuine one from a store here as I hope they sourced it from official Lenovo European reseller, which are available only for company (req. Vat number etc)
Digital River was the third party maintenance company, never experienced such bad service. I'd purchased onsite support. Getting them to listen and actually book the repair was painful.
