Rob's Lenovo UK Sales Experience

Tags: , , , , | Posted by Admin on 12/14/2009 9:22 AM | Comments (0)
Just to confirm that this is not a US-only experience. On November 14th 2009, I spent most of the day speccing a new laptop and finally settled for a ThinkPad. Over two days I created a customized machine and then purchased it, or so I thought.
The online status of my order went straight to 'Released', and stayed that way for the next four weeks! I sent emails to everyone I could, phoned everyone I could, and never got a response. I hung on their customer service line for ages before being cut off (you only get the option to leave a message so that someone can call you back, and they never do).

After four weeks I cancelled the order and was given a direct email address to complain to. Nobody replied or acknowledged any of my complaints even though sent to various addresses, including the US.

On the day I cancelled, I finally got a Sales Assistant who told me that my order could not be completed because they had no monitor screens! I'm not sure I believe her, but even if she was telling the truth, how contemptible not to inform me.

I'd never buy (or try to!) Lenovo again and I wouldn't advise anyone else to. I'm going back to Dell.

Leslie's Lenovo Customer Service Experience

Tags: , | Posted by Admin on 12/1/2009 7:48 PM | Comments (0)
I just like to share my hell experience with others. As a new customer of Lenovo, I can't ask for any customer experience worse than these. I ordered a laptop, went through the configuration: double and triple checked. When I got the order cofirmation, I notice that all the items were taken the default: not the one I selected. I sent an email to websales@lenovo.com immediately (with 2-3 minutes). I waited for the Thanksgiving long weekend, no response. I sent another email from my another email account (just in case if it was blocked): no response. I just sent the third email from my work email account while waitig for 45 minutes on the phone.

Finally, someone answered my phone from oversea (just my wild guess). She told me that the order is in process and she can't amend the order. I need to call the sales team. Alright, please transfer me to your sales team. Oops, she said their line is down, please call back tomorrow!

I couldn't believe what I heard! Lenovo customer service sucks! It will be the worst customer service in the planet! Wish me luck that I can have my laptop upgraded.