“While ThinkPad laptops are distinguished by their quality and reliability, we’ve also worked tirelessly during the past year to give customers even more options with new contemporary designs like the ThinkPad Edge line and more aggressive price points with products like the ThinkPad X100e, a new class of entry ultraportable starting under $500” said Peter Hortensius, senior vice president, Think Product Group, Lenovo. “We’ve combined this expanded laptop portfolio with strong service and support for a 360° solution for business customers.”
Consistently Strong Quality and Reliability
In the study, Lenovo earned its third consecutive competitive strength distinction for hardware quality and reliability. Lenovo has received this recognition for 15 reporting periods since 1Q 2006 – five times that of any competitor. Lenovo also maintains the distinction of being the only PC manufacturer to earn a rating of 6.1 or higher. Customers indicated hardware reliability as the critical area for satisfaction.
“Unlike competitors, Lenovo has maintained its strong customer satisfaction ratings during the Great Recession,” said Jon Lindy, president, TBR. “In addition to consistently high marks for quality and reliability through the introduction of new products and innovations, Lenovo has gained ground this reporting period to make delivery time a competitive strength.”
The study also awards high satisfaction scores for phone technical support and delivery and repair time. Lenovo offers ThinkPlus Priority Support for 24×7 technical phone support, priority call routing to advanced technical experts, web-based service call tracking tools and more. Additionally, ThinkPlus Priority 4 extends upon ThinkPlus Priority Support services for on-site response time for parts and field technicians within four hours of a service call.
The survey includes nearly 500 IT decision makers at medium and large businesses in North America. These businesses have nearly one million PCs installed.