Tech Support
 

- thought some of you might enjoy this; I had to wait about 40 minutes to get her on the chat line too.

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You have been connected to Natasha Taylor.
Natasha Taylor: Thank you for choosing Lenovo Chat service, this is Natasha. How may I be of assistance today?
Natasha Taylor: Hello, how are you doing today?
randy: I think I need a new ultrabay battery for the Z60m
randy: hello???
Natasha Taylor: What's your model number and machine type ?
randy: Z60m
Natasha Taylor: What's your model number and machine type ?
randy: 2A950P = Order #
randy: it's a laptop; tons of numbers all over the thing
randy: 2529-04U = Machine Code
randy: LR-03627
randy: Lenovo Thinkpad 560 type 2640
Natasha Taylor: let me check one moment please,.
Natasha Taylor: So you are looking for a battery right ?
randy: yes, unless there is some way to revive it
Natasha Taylor: I can help you with a part number.
Natasha Taylor: But you will need to call IBM parts team to make a purchase.
The agent is sending you to Lenovo Support - System service parts - ThinkPad Z60m.
Natasha Taylor: Check the above link.
randy: what is p/n I need and phone # for them?
Natasha Taylor: The number is 800-388-7080
randy: p/n ???
randy: that site does not work
randy: here is a problem retrieving the document RNAV-DOC.
randy: link no workie!
Natasha Taylor: I apologize for the inconvenience.
Natasha Taylor: Which cell battery do you want ?
Natasha Taylor: 6 cell part number is 92P1127
randy: the one that fits into the Ultrabay
Natasha Taylor: 9 cell battery is 92P1131
randy: which one fits the ultrabay????
randy: one more time: I think I need a new ultrabay battery for the Z60m
Natasha Taylor: I apologize I dont have a part number handy.
Natasha Taylor: Please contact IBM parts team to get more information
randy: how about I just buy a new laptop from a company that knows what they are doing - NOT lenovo
Natasha Taylor: Is there anything else I can be of assistance with today?
randy: yes, what is the phone number for Apple Computer? I want to buy a MacBook.

I posted a thread here recently about my great experience with Hewlett Packard / Compaq for the same thing. I was very pleased.

That's rough.

I've never had much success with chat support either. I'm thinking it's the Indians who are in training for live phone support but aren't quite ready.

I've only used online chat once or twice for support (twice with HP for my Laserjet 3030), but I've actually found it works quite well. And never had to wait 40 minutes.

A lot of those support centers are outsourced. The person that you are talking to is running thru a database of the products that they are hired to support.

You could call on your computer then call back 10 minutes later about your microwave and get the same person.

They have no direct product knowledge.

I'm with Jeremy. The few times I have done the chat support has always ended up in elevated blood pressures.

I run about 50/50 good/bad. I often ask them: "How's the weather in Mumbai . . ?"

Ian

they won't know because the IT firms are further south...

yes, I saw that thread & I'm glad to hear hp has good support (I still have stock in them).

You never know if "Natasha" is in India, or Kentucky, or Russia...

I do expect that India will be priced out of the market eventually and call centers will move to Africa. We are a popular spot for call centers right here in Orygun.

I wasn't trying to attack her (or, who knows, him) personally, but I did think I'd register with the supervisors who look the records over, that Lenovo needs to improve their tech support. I know they used to have pretty decent tech support.

One thing about Apple, they have great tech support (at least for the iphone).

darn near could have been a better 'Liza script with a database to reference for other stuff like part numbers

so, "Natasha" would be a simulated "intelligence" for a psych. research project?

A month ago, I had to call Visa to get back $2K in over payments on my brother’s account. My lawyer had sent them letters back in February. No response. I decided to have a go. After the usual holding pattern, I got some poor Indian woman who had to check with her manager continuously. I got frustrated & almost launched into the parrot skit with her. I did tell her “He’s dead. I told you he was dead. I closed his account last November when he died. My lawyer wrote to you & told you he was dead. Then you sent a check to a dead man & to a dead account & at a dead address. And you are surprised that I didn't get the check? Do you not understand? HE’S DEAD!”

I got the money.

Ian

I sometimes wonder if the online chat with a rep is software instead of real people. The (it?) seems to ask questions right after I gave the info:
I need a battery for a Thinkpad Z60-Which Thinkpad do you need the part?-A Z60, I need a battery for a Z60-What part do you need?...

could be - I thought it might just be delay in seeing my post & them doing 20 of these things at once

I have a Z61t that also needs a new battery. I might as well just keep the blood pressure down and order that MacBook...

Can't you buy the battery from a batteries only place for about 1/3rd the price?

Because MacBook batteries last forever? Because MacBooks are cheaper than just buying a new battery?

I didn't know you could buy a MacBook for under $40, but I do know you can buy a battery for your Z61T for that.

Seems appropriate.

Teach Parents Tech

yes, IF I can figure out what to get - it has 2 p/n's on it

+ I wanted to see if they could save me some time & hassle (no battery listed on I'net search using either p/n that actually looked like this batt. (!))

RWebb-

The 6-cell and 9-cell are NOT the Ultrabay batteries, they are the 'standard' and 'large' versions that fit in the primary battery spot.

The Ultrabay takes a special 3-cell secondary battery intended to supplement the 6-cell in the primary battery spot. As you know, in order to utilize the Ultrabay you are removing the optical drive. So why not just put in the 9-cell large battery in the first place??

E

BTW, the Ultrabay battery is PN 43R9250

Lenovo has discontinued them, I believe, but they're still out there
Here is one for $71

43R9250 - Lenovo/IBM Media Bay Battery for R60/T60/T61/X60/Z60 Series @ Replacement Power