Follow up on my
case...
Believe it or not, after all that I have done and what I have been told on the phone by Lenovo, the Lenovo repair center replaced the laptop fan and nothing else ... Nice try, but the motherboard and the fan had already been replaced by my reseller! I got no call to inform me of that, no email, no nothing. 2 weeks lost for what exactly ?
I called again Lenovo, and I met up with a stubborn answering machine. Sorry, I meant tech support staff. She kept telling me I could not be guaranteed I would get the good FRU and she cannot tell the repair center what to do. Wow. So I'm going to send my laptop again just for the kick of it ? I gave up and asked to talk to a supervisor. Fortunately for me, the dialogue was two ways this time. My issue had to be escalated to level 2 (whatever that means), and the supervisor communicated directly with the repair center in Toronto. I sent my laptop yesterday and I am crossing my fingers. If a falling star comes by, I will also make a wish. Will that be enough ?
Seriously, what's the matter with that ?? What the hell is going on and why do we have to go through all of this crap ? I had to explain *everything* again for the Nth time, point out this thread to the supervisor and use all my diplomatic voodoo to get a positive answer. That same supervisor told me that I should consider myself lucky that they accepted to do the replacement and that anyway, my issue was with games. I kindly pointed out to him that my *work* involves heavy geomatic and 3D modelling processing and that if I mentionned games, it's only because it takes 10 min before the computer crashes instead of 2 hours. I also told him that new T61p being sold have the new FRU in place. There was an embarrassing silence on the phone... And by the way, people like to play too on their 3000$ machine.
Of course, I can forget about any kind of compensation whatsoever, because you know, that's normal customer service and I should just eat it. Well, here's some business 101 tip for Lenovo:
"Studies have shown that customers who have a negative experience that is dealt with rapidly and respectfully have a higher opinion of an organization than customers who have never had any problems. Customers who are angry, upset or disappointed are actually a gold mine for you, because when you go the extra mile to solve their problems, they turn around and advertise your business to others for free."
What an epic fail! How hard is it to add the missing FRU to the tip and be done with it ?
Message Edited by slorion on 08-19-2008 07:45 PM
