03-30-2008 05:37 PM - edited 03-31-2008 03:07 PM
Every year, the German reputable magazine for computer technique ct‘ (http://www.heise.de/ct) publishs a report about notebook service based on a survey about the experience of notebook users.
Last year, the „feeling“ arose (forums, personal contacts, …), that the support by Lenovo was no longer as good as under the control of IBM, and last month, there was already a report about a "problematic case" (as example of more similar cases, http://www.heise.de/ct/tv/artikel/102610 ) of German Lenovo support. Now, we have numbers about this „feeling“. You can summary the report regarding Lenovo that the service became significant worse but is still good.
Here some results - I took the time and looked up the values from last years report, so you have a comparison (2006->2007):
Satisfied 86% -> 74%
Satisfied (rank): 82% (2) -> 70% (2)
Duration (rank): 11,8 days (4) -> 13,9 days (5)
One/first repair solved the problem: 86% (1) -> 78% (4)
As result, the number of “loyal” regular customer went down too:
78% -> 62% (2004: 85%).
As contrast, Dell could improve its good scores in most categories and take first place.
I like ThinkPads and I hope, you will analyze such independent report seriously and invest in QA of your service and you don’t focus only on short term profits. I think, I don’t have to say you that it is very difficult to get back customers which were disappointed by bad support.
03-30-2008 09:31 PM
04-01-2008 07:02 AM