Lenovo
Customer support

Men,

Hello. Our apologies to take time-out of one's hectic times. I'm writing for you today to talk about along with you my CLIENT ENCOUNTER with Lenovo. (Order Number& to get a V570 and exterior speakers positioned on May 2). I sadly can't state that it had been good by any means... It was an internet purchase that ought to have now been simple to satisfy and rather come in to a catastrophe. Please let me clarify what happened.

May 1- might work pc starts deteriorating and that I choose it's time for you to obtain a new notebook. I had been a Dell client for a long time and today desired to alter to Lenovo (because so many of my customers had Lenovo items previously and were usually pleased with them).

May 2- I spot an order to get a Lenovo V570 and speakers online— order mentioned a vessel day of May 9. Though my present pc was "dead", I had been ready to make use of my spouseis notebook to get a day or two until my new notebook might appear.

May 3- I obtain a contact saying the notebook was to vessel on May 29. Worried I contact revenue assistance and am guaranteed this may be the "worse situation" situation. It had been planned to vessel before May 11. I recommended the repetition when it weren't to vessel, I were to stop the purchase.

May 4- May 7- Contact many times and confer with your revenue assistance group in India who guarantee me the program might deliver before May 11. Recommend if it were to ship later than that I'd stop the purchase. Online order status confirmed notebook to ship May 29— informed this data was wrong.

May 7- Phone again and talk to a repetition who explained he'd deliver a note to Manufacturing to facilitate the purchase. He recommended me he might deliver mean email declaring the verification (never acquired). I am still "funding a PC...

May 9- Deliver a contact to verify vessel day, and get a reaction declaring it'll deliver May 11.

May 10- appx. 10 AM-ET - Phone again to check on position and informed it'll deliver the "week of May 11"— didn't determine what week of May 11 intended (as May 11 is Friday), and have to talk to a boss. Used in ground boss Ateeg Jain, who originally recommended me the purchase might deliver on May 29. I recommended him that I Have been informed all week the pc was to ship May 11— and today May 29 (the internet standing nevertheless confirmed May 29). He explained he'd seek advice from manufacturing, and obtain a precise ship time, and might contact me from the end-of the company day.

—4 PM ET - Phone revenue assistance and have to talk to Mr. Jain, and was informed by repetition he wasn't accessible, which he's focusing on my purchase. I had been to listen to back again to him by 8 PM ET. Never named that night

May 11- 9 AM ET - Phone revenue assistance and have to talk to Mr. Jain. Mr. Jain recommended me he didn't contact me since he didn't have all of the info he required about my purchase the day before, which he would contact me that evening. He established that my purchase was prepared to vessel, which it'd venture out that evening via UPS Ground. I indicated to him how disappointed I had been concerning the continuous calling and misinformation and requested for payment— he provided me a credit of $65 which he'd affect my charge card when the purchase delivered. He sent me his data and explained to email him the moment I obtained a following number to ensure that he is able to approach the credit.

May 14- 11 AM ET - observe that the purchase hasn't yet delivered online, and phone revenue assistance. Recommended with a telemarketer the purchase was awaiting UPS tracking brands.

May 15- 10 AM ET/12 NOON ET - Purchase hadn't yet delivered, and phone revenue assistance again to talk to Mr. Jain. He in the beginning didn't wish to talk to me, and that I insisted that I talk to him. He gets about the telephone and recommended me that my purchase didn't deliver. I told him he lied/mis informed me which I am annoyed and fed up with this. I expected him to locate another device to ship in my experience that evening. He examined with revenue and named me two hours later and explained they couldn't do something— a brand new purchase needed to be prepared and begin right from the start. He requested to get a handful of hours to obtain a precise ship day... Again.

5PM ET - Mr. Jain calls me and recommends me the purchase was because of deliver out that evening. I had been annoyed and advised him how annoyed I had been concerning the entire customer support encounter and desired to talk to him about how exactly I had been handled— call after-call, mis informed/lied to... Only a mess... And that I did not understand why I had been enduring it

6PM ET - Mr. Jain moves me to New York revenue assistance and that I initially talk to Tanis, who moves me to Katie O'Neil. Spend time trying to explain to her what I'd been through, and he or she informs me that my purchase is planned to deliver out that evening from China. She tries to locate me another device in the store shop in New York, but nothing available. I tell her how annoyed I had been, which I'm silly eliminating the order after so enough time and work that I put in this purchase. She provides me $80 for me personally problems or perhaps a $120 item credit. I had been fairly insulted... And was advised that nothing greater can be achieved by her. She desired to seek advice from her supervisor the following day. I informed her this payment wasn't appropriate, which I experienced a few hundred bucks off the purchase could be reasonable. She stated that couldn't be achieved by her or her division.

May-16- 10 AM ET - Katie calls and shows me the purchase didn't deliver which she talked to her supervisor about paying me for my difficulty. She and her supervisor choose it'd be greatest for Corporate Customer Support to deal with my situation.

4pm ET - Consult With Janice Reilly from Lenovo Corporate Customer Support. Ms. Reilly informs me that she'll examine my purchase, and wants sometime to appear in to the scenario.informs me that she'll get in touch with her connections to discover where the pc is within the production-line. Recommended me that she required until tomorrow morning to provide mean specific update.

May 17- 12 NOON ET - I contact Janice Reilly to confirm the standing of my purchase... Abandon her a voicemail.

3 PM ET - obtain a contact having a UPS tracking number declaring that my purchase quit China nowadays and it is believed to reach on May 22.

4PM - Ms. Reilly calls me to recommend me the purchase had delivered, which I ought to be getting it in a couple of days. She apologized. I inquired what she may do to create me a brand new, pleased Lenovo client. She stated that she experienced $80 was reasonable— which she couldn't do better. I informed her that she insulted me (Mr. Jain per week before provided me $65), and informed her I had been searching for atleast $200 off the purchase. She replied that she couldn't consider 26% off the machine... It wasn't rewarding... The very best she'd do was have a $100 down and deliver me a battery... She subsequently explained that I usually had the option of rescheduling the purchase all this period, which it had been my choice to-go through all this. She was correct— I got her last remark to center and terminated the purchase then and there.

Therefore, while you can easily see in the overview of occasions above, my customer support encounter wasn't regular. It wasn't a "smooth purchase" where nothing important went wrong. Alternatively, a number of things went wrong.in the current aggressive enterprise atmosphere, it's people who might help produce ties and produce greater encounters for that client.in my own occasion, there have been way too many errors being created. Throughout all my discussions using the salesforce in Asia, I had been constantly apologized to and was advised that I had been recognized. Something which wasn't real, but instead scripted. This isn't a Lenovo problem, but instead a challenge that each organization that outsources revenue and assistance groups globally encounters. I work-in the food business and cope with people all day long— from providers, customers and acquaintances. I am aware that issues occasionally do not move how they are designed to. But I also realize that it's our work as experts to help make the scenario great— even if this means we lose money.

Probably the most frustrating area of the entire encounter was neither Mr. Jain or Ms. O'Neill... However it was instead Ms. Reilly, who in her significantly freezing and natural tone indicated that it had been about the bucks and pennies, in the place of making and building clients. At-one stage within my discussion with Ms. Reilly I described to her that she shouldnot be taking a look at the particular lack of the pc— however the real lack of the client. She did not determine what I intended by that. Providing just $100 (yes she lifted her present by $20), along with a battery to some client that has been through disappointed encounter like the one above is merely not reasonable.informing me that she can't discount the pc 26% which I usually had the best to stop the purchase wasn't something which I likely to notice. At the conclusion of the discussion indicated how annoyed I had been together with her remarks, and informed her that I being an unhappy client may contact the Greater Business Office, create characters to people in the executive-level, and article/blog/examine my sad experiences. I expected her to stop the purchase instantly, and direct the pc back again to your factory.

I asked Ms. Reilly how she'd experience if she'd an identical encounter like a client having a business. Could she be pleased to be to become provided $100 along with a battery, all night on the telephone, being misinformed, with no one truly understanding what's happening? She explained that individuals are equally various people, and what I believed was reasonable payment ($200 off the system), was anything she'd never request from the business.

And that's my first and last encounter with Lenovo. I gave it a reasonable opportunity, and truly desired to be considered a client. However it simply did not work-out since "reasonable payment" means the device could be decreased 26%...

I'd be much more than pleased to further examine any area of the entire encounter should you have any concerns. I encourage one to critique telephone calls to higher determine what has occurred, and just how essential the significance of Customer-Relationship and Customer Support is. Is that this just how as corporate leaders of the business need your workers (your reps) to deal with clients?

Really

Company: Lenovo
Country: USA

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