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11 Posts

12-14-2016

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Escalation Manager unresponsive.

2018-09-06, 20:42 PM

Trying to reach the escalation manager but there is no response. Send an email, left a voicemail but no use. 

 

case number 03781286 

Escalation amanger: Rosemary C.

 

Moderator note: post moved to General forum.  Employee name edited per Community Guidelines

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9181 Posts

09-04-2014

SK

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Re: Escalation Manager unresponsive.

2018-09-10, 6:06 AM

Hello,

 

From what I can see according the the notes you were contacted in regard to an on site appointment on the 7th, could you confirm please?

 

Thanks

 

 

Andy

 

English Community Administrator
Lenovo eServices

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11 Posts

12-14-2016

US

47 Signins

171 Page Views

  • Posts: 11
  • Registered: ‎12-14-2016
  • Location: US
  • Views: 171
  • Message 3 of 5

Re: Escalation Manager unresponsive.

2018-09-10, 14:20 PM

Yes, but how do I reach them? The appointment was never confirmed that's why I was reaching out to the escalation manager to bridge the gap and give me the contact of the onsite repair technician. 

 

Irrespective of where the case is at, the escalation manager needs to be responsive.  

Keep in mind that to get to this stage in the case it has taken me almost 30 days and numerous frustrating hours with your customer care. and trust me, talking to your customer care is like playing football, you keep getting bounced from one dept to other. 

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9181 Posts

09-04-2014

SK

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Re: Escalation Manager unresponsive.

2018-09-10, 17:32 PM

The case manager doesn't make the on site appointments, the onsite servicers do that and I see you requested a delay to the 10th so I guess they will be contacting you again as previously on the 4th/5th when the parts arrived.

 

Andy

 

English Community Administrator
Lenovo eServices

Please remember to come back and mark the post that you feel answered your question as the solution. 
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Please don't ask me questions by Personal Message; questions belong in the forums.
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11 Posts

12-14-2016

US

47 Signins

171 Page Views

  • Posts: 11
  • Registered: ‎12-14-2016
  • Location: US
  • Views: 171
  • Message 5 of 5

Re: Escalation Manager unresponsive.

2018-09-10, 17:41 PM

The case manager has been nonresponsive long before the onsite repair was even in the fray. You cannot justify your case manager absconding on this matter. It is what it is and you citing some internal guidelines that the case manager does not respond to onsite is just wrong. 

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