Awful Customer Service

[venture-capital]

First of all. I am a venture capitalist in information technology and consider myself savvy. 

Over the years I have convinced many people within our portfolio companies to use Thinkpads. Above the durability the customer service level IBM provided was outstanding. I have Thinkpads at all of my offices and needed a replacement recently. This was my first time dealing with Lenovo, since IBM sold the TP line of computers to them. 

 I ordered a new X301 for personal use about a week ago. Since then I have experience what I would call the most awful customer service I have ever had, even worse than the Aol 1.0 or Cox days. I have called 48 times during business hours) since my order was placed. I've left 7 voice mail messages. Only on one occasion I reached a real live person, whom spoke such broken english I barely made it through the conversation. I'm more shocked than anything, that Lenovo wouldn't treat customer service as IBM had in the past, given how obviously critical it is to sales and recommendations. Whether through cost cutting at Lenovo, problems with the brand takeover, or else, Lenovo will feel the backlash from this. When you treat customers with absolutely zero respect they will not return for business and I know that other people feel this way too. They will also spread the word about their experience, just as I am on this message board and plan on doing at the other thinkpad forums right after this.

Lenovo, you've got a big problem with this and I hope you can fix it before it erodes your brand to the level where you become another bland PC vendor. You're headed that way fast. 

I vow to never buy another product from your company again and to spread the word about my awful experience. Good bye.

[Mark_Lenovo Former Administrator]

Venture-Capital,

As you have a long relationship with the ThinkPad brand, I'm especially grateful for your loyalty, recommendations and purchases made over the past years.   It is certainly troubling to hear that we are losing a customer, especially a previously loyal one such as yourself.

It seems unfortunate that you were unable to find the forum and join and share your situation so that we could help before you reached the end of your rope as it were.   I hope that you may return and find this message, and if so that you would send me a private message with your order number.

I'd like the opportunity to try to resolve your issue and restore your trust and confidence in Lenovo.   If indeed we have lost you as a customer, it would still help to have the specifics of your case so that we can follow up with appropriate team members, especially in regard to the un-responded to messages, so that we can continue to improve and deliver the kind of personal service that both of us would expect.

I hope to hear from you soon,

Best regards,

Mark

[venture-capital]

Here are a couple messages that were posted on another forum and sent to a lenovo representative to help shed light on the situation. I hope this helps others understand what I went through.  

This is a copy paste from a support message to lenovo:

We make large purchases of computer supplies regularly and have never had an issue with verifying an order with the bank. I called the bank (Wells Fargo) and asked them to please change our main office billing address to the shipping address until lenovo processes the order and then we can switch it back. Not a big deal but probably a bit more than is neccessary don't you think? This is where the frustration and calls stemmed from. Because we want to change the address back to the actual office address however are waiting for lenovo to actually process the order. Right now, the address is still changed waiting on lenovo. I've left countless messages for customer service with my order number spoken and spelled out like military communication asking for assistance. Nothing in return. No updates to the order. etc. So I sort of gave up on the order the last couple days and figured if lenovo doesn't shape up and work this out I'm gonna just purchase the mac book air that was the close 2nd choice for me. At least Apple won't make me change my banking information and go through a nightmare of customer service, and as you probably know IBM never would have either.

>>

The big issue with lenovo is that after I ordered the laptop they left me a message stating the order would be in limbo until I physically changed my bank billing address to match my shipping address. I was hoping to get the laptop before a trip a couple week away so I figured I would humor lenovo, so I called my banker and they changed our primary office billing address on file. I let the people working at my company know that this would be changed for a day or so while lenovo verified the order. 

Called 50+ times by now, can't count the number of voicemails left. The phone number lenovo sends you in the "order in limbo" email (1-800-426-3325) works about 50% of the time, the other 50% has a busy signal or cuts off after greeting. 

Based on this, it's been a week, the bank and my company all think this is a little much for ordering a laptop and I sure agree. I've given up hope of receiving the laptop before my trip and pretty much given up on receiving the computer at this point. Depending on what/if I hear from lenovo I'm just going to change the bank information back and pick up the mac book air for peace of mind. Loved thinkpads all my life but it's not worth the headache. 

Message Edited by venture-capital on 05-05-2009 10:38 AM

[Mark_Lenovo Former Administrator]

Venture-Capital,

Your recent posting reflects additional information which you sent me via a private message. 

Your order is cleared of credit hold at this point, and released to manufacturing.  

The address requirements are noted during the checkout process.   I do agree that if a customer is using a different bill to  / ship to address that this does require additional steps on their part. I understand how this can be inconvenient.

I apologize again that you have had to call so many times.  

I value your business, and ask that you consider the primary purpose of this community is to support by sharing experiences with peers.  As possible, Lenovo provides assistance here on an exception basis.   Your initial post certainly captured my attention, and we are working to fulfill your order now that it has cleared credit hold.

I would request that you allow us an opportunity to complete the order in a reasonable amount of time.

Best regards,

Mark