LENOVO - you lost me at "goodbye"

The story: I ordered a new laptop from the Lenovo site, but when I paid, checked out and reviewed, I discovered that I hadn't upgraded the WiFi, (I really needed the WiFi upgrade). My fault, it was an oversight.

Many emails and phone calls later to Lenovo, but I was not able to change the order without losing a discount offer that had since ended. This would make sense to me for a smaller company, but Lenovo's email replies were prompt, suggesting they have a large customer/sales dept and they also have a local (Australian based) sales team on the phones (both "sales" and "post sales". With this kind of manpower, flexibility and customer service are a must. Why have people on the phone if they are bound to follow rigid processes and protocols? You may as well not have them at all and save the wage cost.

In the end they happily cancelled my order, and I do mean happily. They made no attempt to win me over, cross sell or suggest alternatives.

I don't understand why a company would happily cancel an order from someone wanting to give them MORE money. In this day and age, for a company like Lenovo, customer service and flexibility should be their priorities. They had a chance to win a good customer, instead they lost an order and a customer and I won't hurry back.

 

Now contrast this to an experience that I had with Apple recently. I got a refurbished Macbook Air, which ended up getting a bit of a scratch at the bottom (in transit). I called up - they promptly offered me a further $100 off the already discounted refurbished price. They also jumped up my return policy to 30 days in case I wasn't completely satisfied with it.

I actually do want to return the air now, but with this kind of customer service, how can I?! And really, Apple was being smart - instead of insisting that a refurb could have scratches, it was obvious that if I shipped it back, replacing/fixing the bottom cover would probably cost them somewhere around $100 anyway, so they took the easy way out for themselves and me.

Mind you, this isn't to say that Lenovo has bad customer service - I've heard lots of great stories. I just dont understand when companies let their policies result in bad will, lost customers, and eventually lost dollars. If lenovo had made the exception for you, they would've gotten your loyalty AND your money. Oh well

 

so they did their job.

you messed up - you called to change the order over expired promotion - they told you it's not possible - you wanted then to cancel order - they canceled. done.

would it be better if they were like some cable operators that would drag you left and right before disconnecting service ?

besides, lenovo laptops are pretty good. As somebody said in some other commercial: "if you dont have lenovo, well, you dont have lenovo"

 

This is it exactly - experience and customer service are so important, it really surprises me when companies don't get it...

Yes, you're right - they were efficient in cancelling my order... that's fine.

My rant is not a whinge about a lost laptop or promotion, it's a comment that if Lenovo want to succeed in the marketplace today, they'll have to do much better with their customer service and sales. It surprises me that a company this size doesn't understand this...

Lenovo aren't the only manufacturer out there with good products, so now I go spend my money somewhere else.

 

The thing is that they are succeeding in the marketplace today. Dell drops to Third-Place Worldwide PC Maker They just pushed out Dell out of the 2nd place for the biggest computer supplier. So I guess they are doing something right, don't you think? I also don't see an issue here. They didn't ask you to supersize your meal and that "for extra xxx dollars you could get that nicer option." I actually prefer it that way because I'm an informed consumer and know what I need before I contact sales. Sorry to hear that you didn't get what you wanted, but I'm sure Lenovo as a company will get over it. Good luck with your purchase.

 

Succeeding in the market today is no guarantee of success in the future.

Ask the American auto makers about it and their arrogance.

 

Both relevant points. Of interest is that I posted this story on another forum and within minutes a Lenovo "brand rep" was in touch with me, so I guess they do "get it", but may be having trouble applying across their whole business.

Ellatan, there really is no issue - just my opinion. They can conduct themselves how they wish, but I demand more as a consumer.

 

Yeah...that';s right and it applies when you are a consumer/ customer. In the example that you cited, you were someone who was asking for something that perhaps Lenovo's exchange and return policy does not cover since they were not at fault - but you were.

As a counter-point (and not in a bid to diminish your specific experience), I have had nothing but good service from Lenovo (for ThinkPads only) - though initially, it was a bit frustrating. But once we were on the same page, things flowed smoothly - they even replaced the machine with letters of apologies (it was their fault - if I put it too strongly) from the Managing Director of the local market and the Exec VP of Asia-Sales and Service out of the Beijing office.

 

That's funny. I messed up my order last Dec and they offered not only to give the same discount but they actually 1) improved on the employee purchase price and 2) moved me to the front of the shipping queue.

I'm not saying you're wrong but more that it seems like the quality of customer service really depends on who picks up when you call or chat with a representative.

 

That's true with nearly every company on the planet.

 

I think the attitude of customer plays a large role as well. If you're a jerk, that's likely what you'll get in return. I find that pleasant persistence is the best way forward.

 

This. I've found that even when the person on the other end is being unhelpful or uncooperative, staying calm, polite, and reasonable has helped me get much more than what I would've received otherwise (free replacement of a slightly-out-of-warranty router, expedited shipping for a delayed order, etc).

 

I'll second that. When my E6410 was having issues from Outlet, I called up Dell. My customer service rep was actually really apologetic, and immediately approved the returned and emailed me the label in 2 hours. He even followed up on the RMA as I was busy. Never had to deal with Lenovo directly, as for repair I deal with IBM and sales I buy used or through resellers.

 

As someone who's worked customer support for a good while in the past (though admittedly never for a laptop vendor), this is absolutely true.

It was very, very rare that I let frustration or anything other than willingness to help the customer creep into a call -- *unless* the customer started out by being aggressive or trying to pull a fast one. Then I would simply expend the minimum amount of effort necessary to get a resolution, even if that resolution sucked for the caller.

Even if you feel like you're in a bad spot and it's clearly the fault of the company that you're dealing with, be professional, clear, and most of all calm. There's no better way to blow your chances at a good resolution than to start off a call by being accusatory and offensive.

 

I think that this small mishap shouldn't prevent you from getting a Thinkpad. They are great products and to avoid them because of this you'd be selling yourself short.

 

Very true. You can always try a different sales rep and get a better service. All vendors screw it once in a while

 

It might not, but they certainly lost a chance to wow me - how much was your rig by the way? Looks pretty sweet!

 

Remember the offer that was made to you still stands. While Lenovo isnt perfect there is lot of volunteers are around to help you.

PS i was the person whom contacted you on the whirlpool forum and i dont work for Lenovo.

 

Lenovo is a good brand. I used many of them and they all work just fine.

 

in my experience dealing with customer service in the past, (in tech or retail in general) if you are not satisfied by one sales rep, you should always call back a second or third time. also try to not call during very busy times or the end of the work day when they might be rushed and not give you proper attention.

now, my own personal experience with lenovo has been fantastic so far. i ordered a laptop from the outlet. the next day, i was looking on the outlet (they must have restocked overnight) and found a different model with a much better price that i wanted instead. I called them and although the first rep i spoke to said i would have to pay the 15% restock fee, I called back later that day and spoke to someone else (see!) and again asked nicely if I could cancel the first order. she was very helpful and talked me through the return procedure and assured me that i wouldn't have to pay shipping or restocking fees.

my words of wisdom, be nice, and call back if your not satisfied.

 

You certainly get around don't you! I've asked a couple of time, but you haven't answered me yet - I don't understand why you spend all this time and effort trying to help Lenovo if you don't work for them... what's in it for you?

 

What is in it for me. Good question it is a cause, i do it because i like the brand and not because i get some monetary reward for it. Obviously such lofty ideal is hard to grasp by some people.

 

Funny. I've ordered twice from Lenovo and canceled both times.

When I called to cancel, they immediately offered a 10% discount to keep the order. I declined due to the laughably long ship dates (I know they are made to order, etc).

It's amazing how antiquated their service seems sometimes. Get with the program, Lenovo. It's 2012 and you are playing in a highly competitive market (see Apple for how to do it right).

A simple wifi upgrade should have been granted without hassle. After all, you are asking to give them more money. No reason for them to cancel an order over a coupon (which they almost permanently offer in some form).

 

Owning both an Apple and a Lenovo, as well as knowing many people who also own both, I can tell you the majority would pick Lenovo again over Apple. While Apple is definitely successful, especially in the US, Lenovo needs no advice from them as they are still leading globally in market growth by far in percentage gains.

I think that most users here would just like to point out that a single negative experience shouldn't deter you from the entire brand. But hey, if you or the OP prefer another brand, that's your choice.

 

Not to appear as a stirrer I do think you didnt want Lenovo bad enough to make logical attempt and just call their CS after first call and try to arrange deal with other rep.
Too much drama for nothing, I find it useless to post such threads in forums instead of sending e-mails to all Lenovo bosses and CS departments, I mean, we dont give a shoot about Lenovo not fullfiling your wishes the way you wanted or expected it, move along, its not a real problem, there is NO problem in this case.
Now people coming here and venting regarding quality issues and after sales service is another story, they have real problems with REAL products that they own/or been ripped off and can get help from members here.
Whining regarding your own unwillingness to actually DO something to either get yourself that laptop in configuration YOU wanted so badly is your choice that wont bring you anywhere.

Sorry if it seems bit harsh or rude.

My 2c.