I recently had a very pleasant experience with Lenovo. On Friday May 13th, 2011, my 5 month old Lenovo IdeaCentre K300, stopped working properly, after a breaker tripped in our office. The display just quit working (which was being powered by an aftermarket video card). After changing the bios back to use the integrated video, the computer would beep 8 times after boot up.
We purchased the PC from Best Buy, but a call to them reveled they would have to ship it out and it could take up to 30 days. This was not an option, as this is my primary work PC. A call to Lenovo support went quick and smoothly, with no wait time. The rep told me that somebody should Call Wednesday (2 days later). On Tuesday morning, I received a call, and the tech was onsite at 11:30AM, and the PC was fixed by Noon.
Not only was the service quick, but the telephone rep, and the onsite technician was extremely pleasant. This service is very important to a small business such as ours, so I really appreciate Lenovo’s excellent service. After all this, I am going to make Lenovo the only vender I buy new computers from.
A friend of mine works for Lenovo's technical support. Based on the positive stories I hear (e.g. successfully troubleshooting difficult problems), I imagine that what you described is fairly typical of them. They seem to have their support well setup.
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My mom had a Lenovo desktop, and the PSU went out. They offered to come onsite, or overnite a PSU. She wasn't in a big hurry, so she just told them to ship it, and when it came in, I put it in. She recently replaced the aging desktop with a laptop and loves it too.
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