Lenovo & Customer Perception

music_lover writes "According to this article, Lenovo is losing current ThinkPad series customers to HP, Toshiba and other notebook vendors because of customer perception. Apparently, customers don't feel comfortable purchasing from a Chinese PC manufacturer now that the ThinkPad brand isn't supported by IBM anymore. Could this really be perception? Quote: "Despite the overall poor performance, Lenovo has still not gained the mindshare or the respect that the ThinkPads command. In fact, it has, to some extent, alienated ThinkPad's fans and taken a sales hit. In my immediate vicinity, those who owned ThinkPads have now traded up to an HP or a Toshiba. None of them went back to their ThinkPads. After asking for a clarification, I was told, "Who wants to buy things from a Chinese company?" That said, our corporate parent has continued to buy/use Thinkpads; the ones that I've seen do just fine, and they've added new machines and a parternership with AMD.

misconception

It's a misconception, because even HP/Toshiba/Dell/etc laptops are assembled (or parts mfg.) in China.

Re:misconception

I think there's a perception (wrong or not) that companies based in Western nations are more accountable than companies based in China. Presumably, if something screws up, it is thought that it is harder to pursue a Chinese company than one in, say, the United States.

This may not be strictly true, but somehow I doubt that corporate accountability in China is better than that in the States...

Re:misconception

I guess the misconception is that the engineers are also overseas and therefore the quality of the goods are going to go down. [sarcasm]You see, the Chinese are only good at following instructions given to them by the Americans.[/sarcasm] But look at the Thinkpad/Lenovo T60: they are still very well-built machines, when compared to even the Powerbooks.

It's terrible to think that a great brand is going to go out of existence because of unwarranted xenophobia. Imagine if we're stuck with Dell!

Re:misconception

Unfortunately, what you say sarcastically isn't that far from true. Factories in China with foreign management are perfectly capable of churning out new VWs, Citroens, etc that look and drive just fine. But let's take the old Beijing Jeep debacle as an example: when Jeep actually had a say in the manufacture of Chinese Jeeps, they were basically up to the (more or less dubious, but still) quality standards of American-made Jeeps. As soon as Jeep left the business in disgust with their Chinese "partners" who were swindling them out of money and technology, the quality went into the toilet. The exterior panels stayed the same, but the engines were suddenly coming out of military trucks, the 4WD mysteriously disappeared and was replaced with a lousy 2WD drivetrain, they started shaking and rattling, etc. I don't claim to understand why this happens, but I think that it's for one big reason: Chinese understanding of what it means to be a brand is still vastly inferior to that in the West. The state of marketing and advertising in China bears this out. Chinese bosses simply don't understand, and therefore don't have patience for, Western-style marketing. Design counts, sensitivity to market counts, image counts. It took Japanese manufacturers years to figure this out, and when they did they started hiring American designers because they understood their market well enough to know that they didn't understand it very well! (though, to be fair to Japanese manufacturers, they cared about build quality even when no one was looking over their shoulders). If you've ever dealt with Chinese suppliers/executives, then you know it will be years, if ever, before most Chinese companies come to the same kind of understanding.

Re:misconception

This is true, however it seems as though Lenovo is slowly cutting those people and moving the design jobs over to China as well.

The short story is in this article, Lenovo cuts jobs in restructuring push [zdnet.com]: In short, they've dumped the US design teams for their desktop line, but retained the Thinkpad people (based in N.C.). However if I was working there, I think I'd be either polishing my resume or taking a Berlitz course in Cantonese.

If their marketshare in the US continues to slip, it's not hard to imagine that they'll cut the design teams here (which are probably expensive to operate, versus having a few people on the payroll in an office they already own in Hong Kong) and retreat to the Chinese domestic market. That's pretty much what they've already done with the desktop lineup; if, given a year or so, they don't make up the lost ground to Dell and HP with notebooks, I could see it happening there as well.

My fav features

I bought a thinkpad a few months after the aquisiton. I basically bought it for two reasons. 1) A simple solid laptop that isn't as expensive as a toughbook. 2) Ease of assembly/disassembly, availability of parts, hardware documentation, etc etc. And so far its passed with flying colors.

My last laptop (averatec) was the biggest piece of shit ever. It had a notorious power issue and Averatec refused to fix it (or even admit its a common problem). There was no documentation for taking it apart or its layout, and even when I got it apart and found the part to be replaced, Averatec won't sell you parts. I set out to find the perfect simple laptop...

It feels very solid. You can handle it pretty well and it doesn't feel like it's going to break. Not toughbook strength, but still very good. IBM still hosts giant manuals on their site for taking them apart. This was extremely important to me. It seemed like an admission that it's actually ok to take apart your laptop and service it yourself. It's very extensive. I love how there are only 5 screw sizes on the whole laptop and they are all marked. It's such a simple gesture, yet it helps SO MUCH. With my Averatec, I was left with a pile of screws that got mixed up and was impossible to get back together.

As I said, I've got a Levano and not an IBM version. I would say the quality is still there. If you are a corporate buyer, keep buying them until they give you a reason not to. I've had enough problems with Dell's and HP's to know jumping ship to them on a whim isn't going to make things any better.

"Who wants to buy things from a Chinese company?"

about 200 million Americans shopping in Wallmart ?
everybody has their price, just some can be bought for less

Because I say so

"I think that Lenovo is losing market share. I think it's because people don't trust them. Hold on and I think of some reasons why I think I think that."

Come on, guys.

Quality still as good?

Friend of mine just got a new T series laptop and the keys fell off. After 10 Thinkpads he thinks the quality isn't quite as good and that they are cutting corners to make more money.

Anyone else have a similar experience?

Re:Quality still as good?

Yes, but not me personally. We have a few laptops at our office that are for general use and have been using thinkpads since they came with P166s. As a matter of fact those P166s are still here and running and have had no problems (aside from defective user errors) since we got them. But, then we got a couple of Lenovo Thinkpad X41s and aside from the poor performance for the money the things were built like eMachines. And not even todays eMachines, eMachines circa 1998. Now we have HPs.

Irony

The irony is that all these companies contract out (I could also include Apple here) to the same few manufacturers, all either in China or Taiwan..

Re:Irony

I don't think it's the fact that they're made in China. Apple's laptops are assembled somewhere over there (don't recall if it's Taiwan or the main land) and they're good quality. It's the QA and the attention to detail that the mother company (Lenovo/Apple/HP/Toshiba) demands of the contract manufacturer. Maybe Lenovo isn't as strict as IBM was? Maybe they're using a different manufacturer. Who knows. We use IBM desktops and ThinkPads here and have since ~2003. I have not heard anything bad about the new Lenovo machines - but then again I haven't really been paying too much attention. I will ask today and post more if it's bad...

--Mike

Re:Irony

Sure, ThinkPads for years have been manufactured in the same places that other laptops are. But with Lenovo's purchase, the design and decision making would likely move from US engineers and designers and to Lenovo's.

Would that make a difference? I tend to think so. IBM didn't rely on the ThinkPads for most of its revenue. As a result, there was a slow cycle of development where proven things were kept in the laptop and it hadn't changed in many major ways for years. Still black, still the same awesome keyboard, still the trackpoint.

Now with Lenovo, you have a hardware company that is keen on outperforming its rivals and being the biggest PC supplier. I haven't been considering a new laptop purchase, but from what I've seen on Lenovo's website, they are already adding gimmicky things like white marks on the top to indicate where various ports are, making bulky wide screen models, etc. How long til the built-in multi card readers, and blue neon lights all around the case? The risk is that with a reliance on the ThinkPad brand, and a market share to grow, the T line will start undergoing very short developmental cycles with lenovo throwing in any new ideea they think up and seeing how it works out, breaking what makes ThinkPads ThinkPads. At that point, you might as well get an HP.

Perception

As a country, we prove ourselves irrationally xenophobic again and again. From the Dubai Ports World deal to people not buying laptops because they're "Chinese." What people don't know is that not much has changed since Lenovo bought the right to produce Thinkpads. They still use the same suppliers, and the manufacture is still basically the same. Thinkpads still kick ass, and I challenge anyone to find a laptop that isn't made primarily overseas.

Re:Perception

I would disagree. I would instead say that we are a culture who blindly purchases brand names with very little actual research into performance. Sytle is everything. IBM has style. Lenovo doesn't. Nobody want's a middling performance, ugly laptop/ Lets' face it - IBM thinkpads have never been speed demons, and they are the butt-ugliest, clunky-looking laptops out there. But IBM - I B M - now that's a name that means confidence and performance. And premium prices mean premium goods.

Lenovo. Well, this "new" (to American ears) Chinese company may have bought the ThinkPad name, but there no IBM. Nosireebob. We need something that stands for quality. A company that would never cut corners. A solid performer that believes in quality over raw profits. Those boys at Hewlett Packard have been around forever and I know that name. It must stand for a good product. So now that IBM, the venerable old company, is not producing laptops, we'll go with HP. Rock solid, I tell you. (Yes everything about HP is tongue in cheek...Thanks, Carly).

This has very little to do with xenophobia, and much to do with brand recognition.

I think you sum up my point well, "... I challenge anyone to find a laptop that isn't made primarily overseas." And yet, we buy them by the landfill-load. It's not about where they're made, it's about what name is on the cover. It's no different than the way be buy cars, clothes, appliances, and consumer electronics. Nobody would buy Lenovo bought Nike people woudn't buy Lenovo athletic shoes - even if they made them in the same Chinese factory.

Re:Perception

> There is a difference between buying a laptop from a
> company where the profits of the entire laptop sale
> itself go to the company vs. the profits of the
> entire laptop sale go to the Chinese government.

Err, what are you on about? Lenovo is not owned by the Chinese government, nor does its profits go to the Chinese government (least nothing over and beyond what IBM would of had to pay when they owned them).

Your bosses seem a bit thick.

Reality check: Lenovo IS government owned.

Lenovo vs. HP

I'd buy another Thinkpad. I got a Z60 in December - so far the only problem I've had was a missing power cord for the docking station. I called and was promptly drop shipped a new cable.

In contrast - I've had two HP's that I've had to ship back - one took 2 weeks to return, was still broken when I got it back - shipped it again - waited another two weeks, got it back again still broken, then a day later I got a 'new' refurbished laptop in the mail - no explanation.

Jim

Probably nothing to do with China, or even Lenovo.

Companies aren't usually racist, or xenophobic. Most big business embrace foreign production as a method to save costs. What's going on here is that the high price of a ThinkPad used to be justified because it was backed by the excelent support organization at IBM. Busunesses didn't care that Lenovo was making the laptops for IBM anyway before the sale because they were buying the service and support primarily and the hardware second. Unless Lenovo builds up a network of local on-call service personell and a rapid FRU distribution chain like IBM has, and unless they market that service organization to death, they're slowly going to lose every business and educational ThinkPad customer IBM had.

The real problem with Lenovo

The real problem isn't that Lenovo is making the computers, they have manufactured Thinkpads for IBM for years now. The problem is that Lenovo is pushing the Thinkpads into retail and are therefore competing with low-end Gateways, Averatecs, and who knows what else. This puts enormous pressure to bring prices down, which means resultant pressure to get the manufacturing costs of the laptops down as well. Users of the x60 series Thinkpads (formerly x40, x32, etc) are complaining that the buttons feel cheap and that the units are not as solid as previous models.

The good thing about Thinkpads is that IBM refused to cheapen the laptops just to get market share. IBM users knew that they were getting a solid notebook with good service and a 3-year warranty. IBM could therefore charge a premium for that. Now that Lenovo is trying to get their products into Best Buy, there is no incentive to build a rock solid machine because nobody is going to buy it because it is too expensive. So the incentive is to build cheap crap that is good enough to get out the door without excessive warranty claims from cheaping out too far.

It's a shame that Lenovo is ruining the Thinkpad brand. I have a Thinkpad and love it but I will have to think twice when it comes time to buy another one.

It's all branding folks...

Why do people continue to buy Sony products when Sony has been slipping?

Why do people continue to buy Microsoft software if it's known not to be the best out there?

Why do people eat at McDonalds instead of the mom and pop diner 2 blocks away that serves better burgers?

It's all name and brand recognition. People bought IBM notebooks because IBM had a name behind them, and in many cases also supplied all the bigger infrastructure and server pieces.

Now that same laptop isn't an IBM anymore. Like a high dollar luxury car manufacturer that also releases the same cars produced in the same way, but with a less expensive nameplate on them loses market value.

What used to have a Lexus nameplate on it, now has a Toyota nameplate. And has to complete on a different scale.

The end of the ThinkPad

I bought a ThinkPad i1452 in 1999. IBM took it back once under warranty to clean cat hairs out of the keyboard (oops) and once, OUT OF WARRANTY, to replace a still-working but loose power connector. No hassles; I just call them up, spend 10 minutes on the phone, a shipping container arrives the next day, and I have a working laptop back within a week. Beautiful.

My roommate just bought an X41. The hardware is beautiful but the software that it shipped with is insanely buggy. She spent a day applying all the updates. Click update, click yes, reboot, click update, click yes, reboot reboot reboot. At the end of that, the laptop still throws up random error dialogs about hard disk issues and the CD-ROM drive is really flaky. She spent 4 hours on the phone with Lenovo over the weekend. Lenovo told her to run the entire diagnostic regimen (takes over 12 hours). No errors. Then they told her to wipe the hard drive and recover from the recovery partition. And then go through another day of update hell. She hasn't done that yet -- the laptop is sitting unused while she tries to find time to hassle with it again.

Lenovo seems to think that it's acceptable to charge her almost $2500 for a laptop and then burn over TWO DAYS of her time trying to get working software on this thing. IBM would have fixed it or replaced it and ensured she has a laptop that actually works. If she wanted to repair her own laptop, she would have bought an Asus.

I've bought and recommended ThinkPads since 1999. No more. Does anybody have any recommendations for a ThinkPad replacement? A company that makes solid laptops and stands behind them 100%?

Poor Service

While the machines may be manufactured from the same place, I had to call for my offices recently for an invoice on a particular Thinkpad requested by the CFO. After being transferred to half a dozen people over the course of about 4 hours and providing the serial number and model number it was something they could not figure out or do for me. Apparently a request like this was never made before and baffled their customer, technical service, and sales.

Whereas when it was IBM run, it would have taken 1 call and 10 minutes.

Re:No, it's because Thinkpads suck

They are ugly, heavy, and generally have less features than similarly priced notebooks from other makers. So why were they so good? I.B.M. You had the reputation of IBM behind each one.

That, or they are built like a tank, something that a business would appreciate. I have a circa 1999/2000 I-Series thinkpad. Bottom of the line pretty much. The friend who purchased it new abused the hell out of it (since selling it to me and buying powerbooks, he has broken the powerbook multiple times). Six years later, everything works but the PCMCIA card reader (he dropped it onto its' side with a wireless card installed) and the hinges for the screen take some finessing (it travelled cross country, more then once, thrown into the bed of a truck). The thing is a tank, and if you are travelling, it will outlast anything out there. Sure they are more expensive, but there is a reason.

Color! Brightness! Good keyboards! STYLE.

Maybe it's just me, but I like the plain, black look of the thinkpad, I find it rather sleek. But hey, style is subjective. I also like the look of the powerbook. And in terms of keyboard, I have not used a keyboard on a laptop I prefer to the thinkpad (this includes HPs, Dells, Apples and Toshibas).

It's all Windows underneath the hood, and in all likelihood it's the same hardware as well.

While that may be true, the fact that the "hood" is heavier duty, makes a huge difference.

-dave

Re:Lenovo = Legend Systems = Packard Bell

"Basically the Thinkpad is rebranded Packard Bell"

Ah sorry, that's not true.

Packard bell are owned by NEC, and Lenovo used to be known as Legend. They are not the same company, nor linked. However, they may use the same ODMs (Original Design Manufacturers) for some of their kit - IIRC the 3000 series Lenovo is made by Compal who also makes a lot of the HP kit.

However, the Thinkpad range has always been manufactured by Quanta. They also make laptops for Sony and Dell and are well respected in the industry, along with other top-tier ODMs like Celestica, Flextronics and Wistron.

Re:Don't Know Lenovo

I'm going to wait and see what other customers have to say. That said if I were in the market for a laptop right now I'd heavily consider Lenovo because Dell, HP, Sony, Toshiba, et al have all already proven themselves to be inferior products.

IBM and Lenovo are still tight business partners. For example, at the end of March, I met with my IBM sales rep to review projects coming up over the next 12 months. As an aside, half-jokingly, I mentioned in that timeframe I'd also buy a new laptop ... and if he knew of any new ThinkPads coming out, let me know. Heh heh.

The next day I got a call from a Lenovo rep, who had spoken with my IBM rep. She said she heard I was interested in Lenovo Thinkpads, and would I like to test-drive a new model that recently came out? Hell, yes.

I've been running a Thinkpad T60 laptop since the start of April. Of course, I'm running Linux on it. [umn.edu] It's a great laptop. Titanium body, magnesium-allow cover, integrated wireless, ... It's even Intel Core Duo! At the end of the month, it's going to be hard to go back to my Thinkpad R40 (ABS plastic body & cover, single-core CPU, etc.)

Still, if you're waiting to see what other customers have to say, I'd suggest getting a model that uses the Integrated Intel Graphics Media Accelerator 950 video (which is natively supported by x.org). So far, ipw3945-0.0.74-4.rhfc5.at seems to provide stable wireless networking, so I guess the Intel PRO/Wireless 3945ABG integrated wireless is okay.