Lenovo Suddenly Decides That Maybe It Should Pay Attention To Customers
from the oh,-look,-we-have-customers dept
It's no secret that some companies aren't particularly responsive to customer concerns and requests, but, still, most companies at least try to position themselves as having an overall "customer-centric" focus. Apparently that's not true of Lenovo, the Chinese computer maker, who is most associated with their purchase last year of IBM's Thinkpad line of computers. While Thinkpads generally have a good reputation, especially concerning customer service, it appears that Lenovo has suddenly decided to start a new division "to focus on consumers." This, of course, should probably make you wonder just what the company was focused on before. Customer focus isn't the sort of thing that you should set up a separate division for. It should be a part of the entire corporate culture. And, if you need any more reason to be worried, it appears this new division has been set up by someone the company recently recruited from Dell -- a company that once decided the best way to work with customers was to remove its toll-free support number from its website to make it more difficult for customers to call for help.Thank you for reading this Techdirt post. With so many things competing for everyone’s attention these days, we really appreciate you giving us your time. We work hard every day to put quality content out there for our community.
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Lenovo Suddenly Decides That Maybe It Should Pay A
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Re: Lenovo Suddenly Decides That Maybe It Should P
The new ThinkPad lines designed and released by Lenovo since the purchase have been praised by the US pc press for their innovative design and significantly improved ThinkVantage line of support software and their essentially foolproof backup and recovery software. They have also provided (free of charge) versions of this software compatible with older IBM machines. These are just a few reasons that Lenovo made the division profitable in two quarters when IBM had been losing money on the pc division for years.
Finally, Lenovo's new division is not a customer service division, it was created to support the company's sale of computers to individuals through retailers(such as Staple's and Office Depot). IBM has traditionally focused it's sales/leasing programs on the corporate sector, so such a division was not necessary.
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Re: Lenovo Suddenly Decides That Maybe It Should P
The new ThinkPad lines designed and released by Lenovo since the purchase have been praised by the US pc press for their innovative design and significantly improved ThinkVantage line of support software and their essentially foolproof backup and recovery software. They have also provided (free of charge) versions of this software compatible with older IBM machines. These are just a few reasons that Lenovo made the division profitable in two quarters when IBM had been losing money on the pc division for years.
Finally, Lenovo's new division is not a customer service division, it was created to support the company's sale of computers to individuals through retailers(such as Staple's and Office Depot). IBM has traditionally focused it's sales/leasing programs on the corporate sector, so such a division was not necessary.
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Re: Lenovo Suddenly Decides That Maybe It Should P
Compete and win in a good spirit. If you fail, try harder; don't make a political spin. It will not work in the long run.
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Re: Re: Lenovo Suddenly Decides That Maybe It Shou
Ok, here's one roadmap for competeing in the
global economy in an open but not fair market.
1. Take a huge wage cut. Sorry, we can't
support your lavish standard of living while
people in India are starving.
2. Work harder please. People in China are
more than happy to take your job if you don't.
3. Rinse and repeat.
I don't have an answer. On one hand I like the
idea of gobal competition and global markets.
I'd like to see people in other countries living better.
On the other hand I don't like the idea of having
to compete with people working in horrible conditions
for slave wages. Yes, I'm a bit selfish, I don't want to
see people in this country living poorer.
Sure, if the investment money is available a machine
can usually do the job even cheaper. A progressive
die in Chicago is cheaper than a three stage operation
in Zhuhai. But that's a temporary advantage.
Oh, well.
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Re: Lenovo Suddenly Decides That Maybe It Should P
furthermore, I own a ThinkPad (a t40) and it recently had issues. I dealt with IBM folks in Atlanta GA who worked with me to get it fixed. I know it was serviced in the US from the location that DHL took the box (can't remember if it was TN or KY...). (BTW - "Dave" from HP who helped my get my a1030n desktop issues resolved was really Sanjay from Bangalore... at least IBM is keeping there tech support line in the US!)
if ThinkPads were never built here in the States, how is it that selling that line off to someone is taking away "our jobs"???
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Re: Lenovo Suddenly Decides That Maybe It Should P
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Hand me the straight razor please
strategy. I guess I'd rather buy my next laptop
from a company with excellent customer service
since the technical differences are not really all
that much.
I've worked for two companies that handed the
chinese the means to put them out of business
by setting up shop there.
I think the Chinese will do what it takes to be
successful even if it means good customer
service.
Then they will laugh.
It's most disturbing watching the loss of jobs
and industry nation wide to foreign countries.
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Re: Hand me the straight razor please
Forming a committee to deal with customer service will not solve the problem. Only a committee can come up with that idea.
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What me worry?
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Quality along with Customer Service...
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Re: Quality along with Customer Service...
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Re: Quality along with Customer Service...
HAHAHAHAHAHAHAH - why should they be different from any other company? You think the oil companies care we hate them? They are laughing all the way to the bank.
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You say yourself that Thinkpads have an especially good reputation for customer service. Hellow, Lenovo has owned IBM PCs since the end of 2004. And now they are going to further leverage that strength by creating a dedicated division to focus on customer service?
See, if you had posted some Lenovo customer service horror stories & stats, that would have helped your thesis.
WTF Mike?
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I dono...
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Love 'em...
Although the thought of an American icon like IBM selling out to the Chinese pisses me off, they still make great laptops.
Nothing stands up to abuse like a Thinkpad T series.
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South Park
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Lenovo DOES need to focus on customer service...
The ordering process was also sticky. Their "build your own laptop" site was laden with options that I later found were not actually available on the base model that I selected. One sales rep did not understand the difference between a DVD-RAM drive and DVD-RW drive, arguing (loudly) that I was ordering two of the same thing. They offered a USB "sound bar" (speakers on a stick) with the laptop, which I sprung for, only to find that there's no way to actually attach it to the laptop... it was designed to connect to one of their LCD monitors, not a laptop monitor. Sorry, no returns on accessories.
It took them almost eight weeks to deliver the laptop, which was really surprising as well, and when I would call to check with customer service, they told me to check the website for order status. My order never appeared on their customer service portal. When I called to let them know that my order was not on their portal... they told me to check the website for order status. Again, severe language problems.
The laptop itself is great, but I credit that to IBM, not Lenovo. So when you buy rights to market a great product, really all you have to offer is service. Considering the laptop was a done deal, I was really surprised that service was this poor. I am terrified to think what is going to happen when I need to exercise the warranty for which I paid a premium.
I have been a faithful ThinkPad owner for many years, so I defaulted without taking other brands into serious consideration. All said and done, I will most certainly be giving other OEMs a close look when I start buying laptops for my employees. In other words, their lack of concern for service lost them fifteen-plus EASY laptop sales... now they're going to have to fight for them. Take that to a macro level, and they're going to have a big problem.
So yes... Lenovo certainly does need to focus on the consumer. It's just a shame that their clear lack of understanding will probably lead to degradation of the ThinkPad brand, loss of pricing power followed by the inevitable cost cuts. Once this problem percolates into the engineering and production budgets, it would seem that the great ThinkPads we've known will become just another mediocre piece of junk.
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Corporate vs. Private Purchases
This is not because Dell sells a technically superior product, it is because Dell has a technical support mechanism that is geared toward the common user. IBM / Lenovo also does not offer an easy-to-use comfiguration tool and it is often hard for a home user to distinguish one model from another.
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Such a shame
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When context attacks
It seems that the IBM ThinkPad line was initially geared toward the business/office consumer, right? So now they want to spread the brand into a larger channel-that being the more average consumer.
Rgardless of their whether their support is lackluster or glorious, this story smacks of a company merely trying to evolve a brand to accomodate better sales and improved visibility. Oh, and a better supply chain would help too.
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Loss Jobs
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Re: Loss Jobs
Meanwhile I'm the only person I know that goes out of his way to specifically buy American made products.
I.E. I bought "Detroit Eaton" springs for my car vs. "Eibach" or "Cooper Cobra" tires vs "Michelin". I apply this purchasing power right down to things like pots and pans.
My wife loves her American made Skillets!! Practice what you preach!!!
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Dell Desktops
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Consumer or Customer?
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Re: Consumer or Customer?
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"Bubba Nicholson" into Google and what do I get?
Number one hit "Example of Troll post"
www.angelfire.com/space/usenet/example.html
Nuff said....
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Lenovo
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Another Lenovo bad experience
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Lenovo lied to me, then ripped me off!
My experience with Lenovo consisted of receiving a laptop with no battery & power cord! I promptly purchased an alternate Thinkpad from a local retailer and called in to make arrangements to return the incomplete laptop that was mailed to me through Lenovo directly. A customer service rep gave me completely inaccurate information as to how to go about returning their equipment to them. ('Just write 'return to sender' on the original package and drop it off at a UPS store' was what I was told - only to find out later that this violates every single return procedure ever put into place, and no one can explain to me why this person gave me such misleading information)
This mis-information left me without a tracking number, and lo & behold Lenovo claims they never received my laptop back at their warehouse. I asked for a physical audit to be done at their warehouse, confident that it's in there *somewhere* but I was told by Mr Bumarch that that request is wildly unreasonable. (But apparently charging a customer for a laptop that was mailed back to them is completely reasonable)
I've been speaking to Tony Bumarch (Direct Phone Number: 919-543-6681) and have been given the run around over and over with the end result being Lenovo can do absolutely nothing for me. I've also CC'd all my correspondences with Tony to David Churbuck, in the hopes that he might be able to assist in some fashion, but apparently my complaints have fallen on deaf ears.
So to sum it up, Lenovo lied to me, stole my money and told me to go away.
I've been an avid Thinkpad fan for countless years and even have an old P166 Thinkpad in my closet that still runs, (It's built like a tank) but I have pretty much lost all faith in Lenovo's ability to properly deal with even the most simple of tasks such as a customer return.
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Chinese products
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Lenovo Purchase via Paypal
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Lenovo Purchase via Paypal
So strange things can happen! I'll go back to Lenovo to see whether they can do anything about it
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Lenovo Purchase via Paypal
Just one suggestion - Don't always take for granted what the representative tells you - ask them to direct you to some one who can help ! Indian operators do have a tendency to shirk off valid requests if they do not know how it can be done. Lenovo needs to train these operators better to be more customer friendly.
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Lenovo is the worst computer I've ever owned
I am writing to warn any and everyone who is considering purchasing a new computer to NOT purchase an IBM ThinkPad T60! This is by far the WORST computer I have ever owned. First, the Lenovo customer service department is slow and unhelpful. I called customer service because my $1500 computer battery was lasting 45 minutes when fully charged. The customer service representative told me that the battery life is designed to only last up to 1000 charges (which means every time you plug in and then unplug = 1 charge) and so if you're a student going from class to class it is NOT going to last very long at all! (This would have been nice to know when I purchased the computer!!!)
I was extremely disappointed with my experience with Lenovo and would NOT recommend them to anyone. In addition to my battery woes, I've already had to have my computer stripped TWICE because of computer malfunctions! (And I'm not the only one! As I type this, a classmate is on the phone with IBM describing how she suddenly cannot even long on to her computer.)
I hope my experience can help others to not make the same costly mistake I did... Lenovo is a complete waste of money!! Go with an APPLE!!!
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customer service at lenovo
Tried to contact them via mail but only got another purchase confirmation instead of a shipping date.
I tried the sales hotline but gave up on that as well...
Wondering how much business they loose because of that?!
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looking to buy server/desktops to set-up a small P
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Okay so skip ahead a year or two and what happened
Wheres that customer service division again?
Thank god they make great notebooks...
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lenovo horrible customer service and bad thinkpad
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Lenovo thinkpad laptop and support *The Worst*
*The Worst*
I never realized that after receiving my laptop from Lenovo service center, left mouse button above the Trackpad was completely out of order. (Button was completely down, Hardware problem). Before it used to work fine. So it was spoiled by technicians of service center.
I called again to customer care, the asked me to send my laptop back to service center. Now here is the worst support. It was completely their fault. Since I use my Laptop extreme, I decided not to send it to customer care because they might create new problem again and asked me to send my laptop back....So my laptop always travels from my home to Lenovo Thinkpad service center and service centers to my home. And I will have to live without my laptop.
-> Customer care always asks to send your laptop to service center. (They don't know why we have purchased the laptop, to run our business or to use it as personal machine. Each time it is difficult to take a backup of your complete data, erase them from drive and restore them to laptop since data can be personal or confidential. Customer care don't know these things)
Let your company deal with all these problems but personally never ever go for Lenovo Thinkpad laptops. You can go for Lenovo Thinkpad laptop if you are luckiest person of the world. It was IBM Thinkpad which used to be considered as good as Apple laptops.
After Lenovo acquired it, they are like ordinary laptop now.
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Service?
My bottom line experience is that Lenovo is all about the sale, what happens after the sale is incidental. Customer service is non-existent, they practically defy the buyer to cancel, everything is a vague promise. I don't care if the laptop that I have yet to receive is the best laptop I have ever owned, I will never purchase a Lenovo product again.
I now know why my laptop as spec'd was significantly less expensive than the competitors; they use outsourced, under trained support people, and to some degree, intentionally delay orders - after they have the cash in hand. All about the sale.
This was the worst online purchase experience I have ever had, and one of the most expensive things I have ever purchased online. That is one heck of an ugly inverse relationship.
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Too much of a good thing....
I was shopping for a laptop that was going to be used for work. I placed an order online in the evening and stumbled across some relative horror stories about Lenovo Service after placing the order. I decided that I would rather deal with a company that was at least a known in terms of customer service (Dell) and decided to cancel the order. As soon as the order confirmation came through (the morning after I placed the order) I was on the line with customer service. I was bounced to several different service reps and finally was able to cancel the order (less than 12 hours after it was placed). So I thought....
SIX days later I received a voicemail (no email) from a Lenovo Customer service rep. They said that the cancellation had not come through in time (!?!)and the laptop had shipped. I was instructed to not refuse the shipment or I would be charged a 15% restock fee but to accept the shipment and then call Lenovo Customer service to organize a credit to my card and the return of the laptop.
Yeah Right.
So I sent them an email requesting instructions/information in writing and a postage paid return label to send the laptop back.
No Response.
If I dont receive a response from them within the next day Ill be talking to my credit card company and filing a complaint with the BBB. Not that it will do any good but this seems like the only recourse I have. Otherwise Ill put the broken peices of the laptop for auction on ebay after I drive my truck over it.
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Lenovo customer "service" nightmare
Now, I usually have good customer service experiences; I'm not combative, I'm intelligent, and I like to co-operate with people. But this was absurd. If you're thinking about a Lenovo purchase, do some research. More and more is showing up about this type of thing happening.
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LENOVO CUSTOMER CARE = NON-EXISTENT
When my MacBook died on a business trip in China, I thought I'd buy a "reliable" Lenovo U110.
Although the system was Chinese language Vista, I wasn't concerned because the authorised Lenovo reseller said I could just call up Lenovo and get the English language software and drivers. BIG MISTAKE.
Called Lenovo US. They said they can't do anything to help me because it was bought outside the US.
Called Lenovo Hong Kong (it is part of China right?). Customer care said that because it was bought in Beijing they couldn't help me either. She said I should BUY MYSELF an English version of Vista instead. Okay... what about getting the English language Lenovo software and drivers disks (like EasyCapture, Veriface and Shuttle Centre)? Sorry they told me. Bought in China. We can't help you. Their recommendation? Return your computer, get money back and then ORDER ENGLISH Lenovo from Hong Kong. Yeah right.
Called up China Lenovo. They said (in Chinese... they don't speak English), surprise surprise, they had no English language versions of any of the drivers, Lenovo software or Vista. At least the customer care staff took the time to go through all the drivers I needed to download online and genuinely seemed like they wanted to help (unlike the US or Hong Kong customer care).
So, without paying paying for another copy of "English" Vista from a retailer, then download the English drivers, and BTW Lenovo software is not available for download... I'm stuck with a $2000 Chinese language Lenovo paperweight.
Oh... And was told if my new Lenovo U110 breaks down I need to send it back to Beijing.
Thanks for nothing Lenovo!
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Stop buying imports?
I wonder why people outside US mostly get good Lenovo stuff? I think Lenovo is selling better notebooks than Dell's or HPs at even lower prices - except in the US. Tough, cheap, and full of features compared to an expensive Dell full of crap. We can even buy non-preloaded Lenovos and save on the Microsoft tax...
Dell and especially HP makes good PCs for US, and lousy ones for exports. So I guess Lenovo makes good ones for Asia, and lousy ones for exports to US. Tit for tat.
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presumptious americans.
From the above posts, all one can make out is that Yanks are a bunch of dumb,demanding and presumptious people. Just a little bit of research before throwing your money away using your credit cards would have halved the complaints above and maybe saved the global economy too. sheesh. The world is getting flatter, and you guys are used to too much.
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Windows 10 Problem
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Technical Support UK
http://ukhelpdesknumber.co.uk/lenovo-computer.php
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