Lenovo too slow off the grid, say resellers

Slow reaction times: Lenovo has been criticised for taking too long to get back to resellers' enquiries

Lenovo’s unresponsiveness is costing its partners business, according to resellers. But the PC giant claims its restructuring drive is not affecting engagement with its channel.

Several VARs have told CRN that dealing with Lenovo in recent weeks has been fraught with confusion and a lack of support has jeopardised possible contract wins.

One VAR, who wished to remain anonymous, said: “Resellers are sick of losing deals because of the manufacturer.”

Lenovo is cutting some 3,000 worldwide staff and restructuring is taking place across Europe.

Another reseller added: “The changes have unsettled partners. There is no one to talk to and Lenovo is increasingly difficult to deal with.”

It has been rumoured that UK and Ireland vice president Alan Munro might leave the company or move to a role abroad. But Lenovo’s executive director of transactional business, Neil Berville, said: “As of today, we are still led by Alan. Nothing has changed in terms of how we engage with the channel.”

Greg Carlow, managing director of VAR Repton, said other vendors responded to enquiries within a day, whereas Lenovo often took two weeks. “The deal has been done by that stage,” he said. “Lenovo has to be careful not to become an also-ran.”

Berville conceded that some sales staff may leave, but stressed that the restructure was focused on streamlining back-office operations.

“Nothing has happened that would see an underlying change in responsiveness to partners,” he said.

“We try to support all customers perfectly, but we possibly have dropped the ball on one or two specific issues.”