I am a long time Lenovo customer dating back to when they bought out IBM's personal computer lines (e.g. the beginning of their US presence). They make some very fine computers and their Thinkpads are consistently at the top of the heap. That being said, their online sales department is a total disaster, and their customer service a very mixed bag.Lenovo has so many online sales portals that no human could keep track of them, everything from hundreds of affinity sites to small business to regular consumer sites, and all with different pricing. I think that this is a large part of their problem, an overly complex online sales system that no one could manage.They have set their websites up in a way that encourages you to buy; there are constant deals and lots of options for customization. Unfortunately, after you spend hours figuring out what you want to buy and customizing it to what you want, you have very little assurance that your order will be fulfilled. My own success rate of placing orders and getting an actual product in hand is probably less than 10%. Orders get canceled for no reason and often with no notice. You might get an email saying your order was canceled, but there is no recourse. You might not get an email or other notice and only find out that the order was canceled by checking order status online, possibly weeks later when you are wondering why you didn't get what you ordered.The net result is that ordering online directly from Lenovo is a just a huge waste of time and you very likely will not get the order that you carefully customized. So why bother? That's where I am now. I ended up getting a desktop from Cyberpowerpc.com instead of the Lenovo gaming desktop I ordered but then had canceled (by Lenovo). I really like my Cyberpowerpc desktop and am glad that Lenovo encouraged me to buy it by their inability to actually supply me with a computer.As to service, it is hit or miss. If you get ahold of the right person (get your case "escalated," it's the only way to do this) Lenovo can be great. They can even send you a new computer if the repairs are taking too long. But getting through to that person is a matter of luck and perseverance. At this point I do not see myself ever buying another Lenovo computer directly from Lenovo as trying to do so is just too much of a waste of time and too likely to result in frustration. The only thing they make that is truly unique is certain Thinkpad laptops in their line. When it comes time to replace the ones I have, and if I decide to stay with Lenovo, then I will buy from a third party site.