ThinkPad Notebooks from Lenovo Take First Place in Tech Support Scores
RESEARCH TRIANGLE PARK, N.C., Sept. 1, 2005 – Lenovo announced today that ThinkPad notebooks received a PC Magazine "Reader's Choice" award in the publication's 18th Annual Reader Satisfaction Survey. For the fourth year in a row, PC Magazine survey respondents gave ThinkPad notebooks the highest scores among Windows notebooks for satisfaction with technical support and repairs.
While satisfaction with Lenovo's tech support and repairs was rated highest in both business and home market categories for Windows notebooks, the company also surpassed the competition in the home market for notebook reliability and likelihood of recommending.
Lenovo routes all U.S. service and support calls through a single call center in Atlanta, Georgia. Customers requiring higher levels of support are transferred to more experienced technicians working with system engineers in Raleigh, N.C. In addition, Lenovo business partners support about half of all PC repairs. On the desktop portion of the survey, Lenovo's tech support score, 7.2, is "better than average," and, on the notebook portion, the scores for both tech support and repair are "significantly better than average."
"In the area of the fastest growth in mature markets, Lenovo's ThinkPad is the hands-down leader in notebook quality, technical support and repair," said Bill Owens, vice president of service and support, Lenovo. "Lenovo has worked very closely with our customers and our business partners to maintain continuity in technical support. And this survey shows that we not only succeeded in the business market, but we also overwhelmingly succeeded in the home market."
According to PC Magazine, "Given Lenovo's dominant scores, it's easy to see why so many businesses choose its ThinkPad notebooks... Even though it targets mainly businesses, Lenovo/IBM leads in the home notebook market as well."
Service and support from Lenovo significantly outperformed competitors in communication skills, defined in the PC Magazine survey as "the tech understood my problem" and "the tech spoke clearly." In the category for notebooks less than a year old, Lenovo also received the highest scores for reliability, tech support and repairs.
ThinkPad notebooks hold the highest honors in design and innovation, receiving accolades such as eWEEK's Fifth Annual Excellence Award in 2005 in the desktop and mobile hardware category (ThinkPad X40); "Hot Picks" by LAPTOP Magazine in 2005 (ThinkPad X41, R52); "Product of the Year" by CRN in 2004 (ThinkPad T42); CNET "Editor’s Choice Award" in 2004 (ThinkPad T42 with biometric security); and PC World’s "Best Buy Award" on numerous occasions (ThinkPad T43, R51, R50). In addition, the ThinkPad notebook was the first product to be named to PC World’s "World Class Hall of Fame."
About Lenovo Lenovo (HKSE: 992)(ADR: LNVGY) is the world's third-largest personal computing company. Formed by Lenovo Group's acquisition of the former IBM Personal Computing Division, the company has major research centers in Yamato, Japan; Beijing, Shanghai and Shenzhen, China; and Raleigh, North Carolina, and develops, manufactures and markets reliable, high-quality, secure, and easy-to-use technology products and services. For more information, see www.lenovo.com .
# # #
Lenovo and ThinkPad are trademarks or registered trademarks of Lenovo. Windows is a trademark or registered trademark of Microsoft Corp.