Lenovo - Worst Customer Service Ever !

I ordered a X61 and paid for express shipping. I had to make an unexpected trip and had to change to shipping address. It has been 5 business days since I made my first call for this and it guess what ... 'it is still not done'

I understand I first decided to ship to one address and later changed my mind for some reason but my only problem was when I called on the 17th they told it would just take 2 bus days to complete my request and notify UPS that the package needs to go to a different address. It was kinda ridiculous but i was okay about it but did it happen in 2 bus days?. . no itz 21st today and what is left is one hour off my work everyday for 5 bus days on phone with customer support hearing the same answer "It is going to take one more day sir".

Today's answer stole the show. Here is our conversation went.

"Hi I wanted to find out the status on my case"

"Sure sir can I have the order number"

" Itz Two Charlie Frank Qubec Yankee Frank" (i knew it by heart from the 3rd day on

"Got it sir what do you want to know"

"I called up 5 days ago to have you call UPS to change the shipping address. I just want to know if it was done"

"Thank you sir, I will be more than happy to help you with that. . . can I place you on hold for 2 minutes?"

"Sure"

- after a few moments of music -

"Sir, this case has been escalated to the highest priority so I cannot make any comments on it"

- well I didn't have a quick response for this. . had to take a moment -

" Well do you mean to say, this case is so important to you that you cannot talk to the customer anymore?"

" That is correct sir"

"That is the best answer I have ever got from a customer support rep thank you."

 

Get a supervisor on the phone.

 

you should just get the persons name and send a report to the company..get em fired!

 

I would of told him to get someone on the phone that is high enough in their pay grade that they can talk about it.

 

Ever since companies have outsourced Customer Service its been a downhill slope, they seem detached and arent really willing to try and get it to work, just reading from a script thats all they do.

 

the problem is that you guys are talking to the people in India. they are stricly by the book. If you guys want to deal with returns and more senstive issues, make sure you get transferred to the US. tell them you want to modify your order. they will have no other choice but to transfer you since they don't have the power to do that. Don't tell them you want to cancel because they can do that . Just tell them you want to speak with a rep and modify the order based on his or her response