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1041 Posts

03-10-2009

Michigan

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  • Location: Michigan
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  • Message 41 of 47

Re: Share your thoughts ! - What would you like to see changed or added to the e-support site in the

2010-05-08, 12:50 PM

 


wrote:

 

Another suggestion that I saw a number of posts on was the desire for real time chat functionality.   We are looking into that.   If more Lenovo support staff were available through the forum, would you find that more or less helpful vs individual chat functions?  If chat were available, would you continue to use the forum, or would you prefer to use chat?  ( For the sake of discussion, let's assume that chat support, like phone support, was available to customers who are within warranty. )


 

I'm with lead_org: Given a choice between

  1. more Lenovo staff in this forum vs.
  2. more Lenovo staff available for one-on-one online chat,

I vote for choice 1. It just seems a far more efficient way for a small number of Lenovo staff to help a large number of us users.

 

If the choice is one-on-one online chat vs. telephone support, I'm agnostic--they seem about the same to me. Telephone has the advantage of a more personal touch, while online chat has the advantage of easier recording for future reference.

 

Best regards,

Frank

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21115 Posts

12-20-2008

Australia, Melbourne

20622 Signins

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  • Message 42 of 47

Re: Share your thoughts ! - What would you like to see changed or added to the e-support site in the

2010-05-08, 14:43 PM

 


wrote:

 


wrote:

Chat function is good, but all the solutions is once off, so once a person has collected all the information he/she wanted from the support, the contents are chat will be discarded. This is a waste of valuable resources of time and effort....


 

I don't see the logic as to why information would be discarded or how this would be a waste of resources.

 

I could imagine the "chats" having their own board which would be accessible to all members to read and gain from the knowledge / information enclosed in them. A "chat" could maybe also be moved to the appropriate board where it's best suited to benefit members experiencing similar situations to those discussed. I could also see the possibility for members to discuss a particular "chat", adding questions which they maybe would have asked enabling further discussion.

 

Such a function, and the knowledge and information created by it, would surely be of massive benefit to members taking part in these boards.

 

Is it wrong to point out to a member what is contained in the forum introduction? There are official channels for obtaining support directly from Lenovo which are clearly shown on the support site. Also being an open peer to peer forum there is the danger that a member could post inaccurate, misinformed or wrong information, members need to be aware and sometimes reminded of this.


 

I am not saying that pointing to the disclaimer is wrong, i never stated that. What i am trying to say is that many people come to this forum looking for official Lenovo staffers, and in many cases the only thing we could is to show them the disclaimer, and tell them some Lenovo staffs come to this on their voluntary basis. This is a statement of fact and not really bashing anyone as such.

 

If there are official Lenovo employees whom dedicate their time on this forum, many problems that forum members (i.e. warranty problems) can't resolve could be better handled by these 'official' Lenovo employee forum supervisors.


Basically, we need more people like Cleo and Mark, but on a more permanent basis, this will also take them off doing routine back office jobs to allow them to handle more important issues.

 

--------

 

Also, with chat function, the information that are exchanged are usually confidential, and posting up the contents of the conversation is not an ideal solution.

 

All the functions you mentioned regarding the chats and rest of the breakout functions, is nothing more than what is going to be offered with the Twitter integration, which you can already do now in a limited way.

 

---------

 

Also, Lenovo has to dedicate more monetary and human resources to the chat function, as response has to be in real time. If Lenovo improve the forum with more dedicated staffers, then they don't need as many people working at the same time. Since many of the hardware questions are just as effectively answered by many forum members, whom Lenovo doesn't pay salary to.

 

If Chat function is an official after sale support format from Lenovo, then they may be obliged to offer it on a multilingual basis in order to make it fair for the global consumers of Lenovo products. 

 

------------------

 

All in all,  employing several official forum staffers is less resource intensive than the dedicated chat function, and just as effective as the dedicated chat function.

Regards,

Jin Li

May this year, be the year of 'DO'!

I am a volunteer, and not a paid staff of Lenovo or Microsoft
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5 Posts

08-02-2009

Austin,TX

6 Signins

154 Page Views

  • Posts: 5
  • Registered: ‎08-02-2009
  • Location: Austin,TX
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  • Message 43 of 47

Re: Share your thoughts ! - What would you like to see changed or added to the e-support site in the

2010-05-09, 18:10 PM
  1. Hi Mark and thanks for the reply to my feedback. I guess when I wrote that I wasn't thinking about all the work and testing involved to make sure new drivers do not conflict with a users software thanks for explaining the situation.
    2. I am happy with the download drivers page where I can search through any updates that pertain to my os and current software thats installed. The only thing that is kind of confusing to me is when I click the link in Internet Explorer for the Lenovo Support and Downloads page and after finding my system and model number I then have to click the link in the left column for downloads and drivers again to see all of them also right before this i have to fill out the page asking Brand:,Family:,Type:,Model:,and Operating System i was wondering is it possible to fill all this information out before the page refreshes I always have to wait for the page to refresh after each category. It's not really a big deal waiting for the page to refresh though.
    3. Regarding chat, I wouldn't use it since my pc is out of warranty but it sounds like a good idea for those that do have a current warranty. I hope it wont replace the forums though, the Lenovo Forum is nice for people that need support for a pc thats out of warranty. 
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1 Posts

05-21-2010

Santa Clara, CA, United States

1 Signins

17 Page Views

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  • Registered: ‎05-21-2010
  • Location: Santa Clara, CA, United States
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  • Message 44 of 47

Re: Share your thoughts ! - What would you like to see changed or added to the e-support site in the

2010-05-21, 6:37 AM

I would like to see ThinkPad specifications specify the Display Port options they support such as full HDMI including audio.  I am looking for a new ThinkPad with the new Intel I7 CPU's and the ability to provide a full HDMI output to a HD TV so I can play DVD's on the ThinkPad and watch/listen to the movie on my HDTV.

 

I know that some of the Lenovo/ThinkPad Display Port outputs are video only.  I don't know if any of the Display Ports provide video and audio to a Display Port to HDMI adaptor.

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21115 Posts

12-20-2008

Australia, Melbourne

20622 Signins

444194 Page Views

  • Posts: 21115
  • Registered: ‎12-20-2008
  • Location: Australia, Melbourne
  • Views: 444194
  • Message 45 of 47

Re: Share your thoughts ! - What would you like to see changed or added to the e-support site in the

2010-05-21, 8:18 AM

wrote:

 

I know that some of the Lenovo/ThinkPad Display Port outputs are video only.  I don't know if any of the Display Ports provide video and audio to a Display Port to HDMI adaptor.


the new thinkpad laptops can stream both video and audio.

Regards,

Jin Li

May this year, be the year of 'DO'!

I am a volunteer, and not a paid staff of Lenovo or Microsoft
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5884 Posts

11-24-2007

United States of America

12810 Signins

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  • Message 46 of 47

Re: Share your thoughts ! - What would you like to see changed or added to the e-support site in the

2010-06-04, 12:41 PM
moved to forum housekeeping board for discussion

ThinkStation P700      ThinkPad X1C7

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8095 Posts

11-19-2007

United States of America

10101 Signins

400183 Page Views

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  • Location: United States of America
  • Views: 400183
  • Message 47 of 47

Re: Share your thoughts ! - What would you like to see changed or added to the e-support site in the

2010-06-08, 20:54 PM

All,

 

I think this thread has run it's course as we've heard some pretty good feedback, but now we are begining to stray to other topics....

 

We'll be sure to share news of updates to our e-support site capabilties and our outlook for chat and additional  community initiatives here.

 

Best regards,

 

Mark

 

 

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