The Lenovo Fail
I absolutely HATE it when I call in, email or log in to get help and the person on the other end fails to understand the seemingly simple English language. Why is it that the person on the other end of my communication can’t seem to understand logic, be able to engage in common courtesy, or heck, I don’t know..DO THEIR JOB???
I have, unfortunately, tons of stories about customer service #fails, poor medical/pharmaceutical care, bad attitudes from people in the service industries who are supposed to help us, and delay tactics from government agencies.
This story is the most recent and aggravating.
I have waited to buy a new laptop for some time now. Knowing that mine was on its last legs, I ordered a top quality, $1300+ professional laptop(on sale, so it didn’t cost me quite that much) from Lenovo in early April. Apparently, professional only applies to the laptop, not the service you receive. Considering that the lack of communication on their end starts pretty much from the time they get your money- you have to badger them to give you any updates on the whereabouts of your laptop- I shouldn’t have been surprised that once I had the ship date of 5/16 that it would change without notice. That’s almost 6 weeks since I ordered it and now I’m looking at another 9 days since the ship date was moved to 5/25.
To be fair, I did pay by check which I was told would take an extra 7-10 business days to convert the price quote to an actual order. (yeah, how hard can that actually be?) However, seeing that they cashed the check on 4/11, I’m a tad tired of waiting. And I’m irritated that no one thought that it would be courteous to notify me, even by email, that the ship date had was changed.
Don’t companies understand that when you pay out a large sum of money, you have an expectation to receive the item as promised.
And shouldn’t they understand that common courtesy goes a long way toward keeping their customers happy? I had to find out that there was a delay on my own. Had I not checked the order status, I would have thought my order was shipping out on Monday. Simple communication providing details of the delay and perhaps some reasoning behind it, should have been a priority.
The fact that I emailed my Lenovo contact last Thursday morning to inquire about the hold up and relay my irritation, but HAVE NOT received any response from them does little to qualm my fears of future negative dealings with the company. Is the tech assistance going to be this bad, too? At this point, I’d really like to ask for a refund. That is, if I can get anyone to actually take the call and not give me the run around about it.
So, do I cancel the order and go shopping for something I can carry out of the store? Or do I deal with the delay and wait it out?