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    Customer delight team

    Discussion in 'Lenovo' started by jywc, Jan 15, 2010.

  1. jywc

    jywc Notebook Consultant

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    Hello,

    Has anybody here dealt with Lenovo's "customer delight team"?
    Apparently it is their customer satisfaction department...

    After a drawn out process, apparently my "case" has been forwarded to them. (Basically, I received the wrong machine and have been very dissatisfied with the customer service and response from managers regarding my situation.)

    I am just curious, trying to gauge peoples' experience with them.

    Thanks,
    - Jerry
     
  2. wilse

    wilse Notebook Evangelist

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    When you get ahold of them please tell them I'd be "delighted" if they'd actually have their new laptops for sale when they said they'd be on sale.
     
  3. jaredy

    jaredy Notebook Virtuoso

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    Oh come on. Paper launches are not anything new. Intel is having supply issues and lenovo usually does launches poorly.
     
  4. wilse

    wilse Notebook Evangelist

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    I know what a paper launch is. Saying "these are available for purchase immediately on our website" is not a paper launch.
     
  5. lead_org

    lead_org Purveyor of Truth

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    they are available immediately if they had the parts.
     
  6. jaredy

    jaredy Notebook Virtuoso

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    They use to be then Lenovo removed the new machines due to lack of supply to meet the current demand.

    Anyways the Customer Delight Team is probably not meant to address that. Go make another thread if you want to address the lack of availability.
     
  7. yuio

    yuio NBR Assistive Tec. Tec.

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    The 'delight' team? lol, who names these joints?

    on a good note I was really delighted to sell my T500, now I have the money to pay for my Elitebook... sorry Lenovo, the screen you gave me was absolute trash.
     
  8. jywc

    jywc Notebook Consultant

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    Just a quick update:
    Interestingly, the customer delight team has made me more upset than delighted. I returned their initial call about 2 weeks ago and twice since then leaving a voicemail each time, but have not received any replies whatsoever.
    Very disappointing.
     
  9. lead_org

    lead_org Purveyor of Truth

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    what is the problem that made you call the customer delight team in the first place? The customer delight team is pretty slow, since in Australia, it is done by different person each week, maybe this is also the same in your country.

    It is a stressful job for both of the party involved, since the CDT member gets a lot of insults from unhappy customers. Also, when a case is assigned to a team member, it is usually them whom has to do it, so if they can't finish the call in one week, they will have do it the next time they get assigned to that job (which maybe 2 weeks to a month or so).

    In which case, you should call Lenovo service and go through the warranty claim department and tell them that you did not get a call back from the CDT member as you promised. This is what i had to when i didn't get call back from them after week or so, and usually works pretty effectively (people whom works in Lenovo warranty support service, already knows my case off their head everytime i call up).
     
  10. cvec7

    cvec7 Notebook Evangelist

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    I've dealt with them about a year ago with some issues on my T60. I would send it in, and they'd never do what I asked, or fix the issue. I wanted my system board replaced or a replacement unit. Lenovo's policy is after being sent in for the same issue 3 times, they'll replace the system. I had mine sent in 3 times for the same issue never to be fixed. And I had several other issues with the system.
    Long story short, they would not replace my system even though the policy was to do so, but we found a compromise that was acceptable.
    Overall, I'd describe them as useless since the compromise we came up with was the same thing I would've gotten from the normal support team.

    ...And after all my support issues with my T60, I still bought a T400, lol.
     
  11. lead_org

    lead_org Purveyor of Truth

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    they can replace it on their discretion, usually that needs to be approved by Lenovo directly, the warranty service support (usually IBM) can't directly approve such things. My T61 and T60 have all been sent in three times to the same depot to fix a simple issue, if it comes back with damages again, i will request them to send me 2 x T410 for all my troubles (oh damn these machines are not even released in Australia yet)....
     
  12. cvec7

    cvec7 Notebook Evangelist

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    Yeah, 'tis the downfall with everything that seems good. Always some hidden caveat...
     
  13. jywc

    jywc Notebook Consultant

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    Thanks for sharing your experience.
    Long story short, I received the wrong system and it was an uphill battle to have them resolve the issue. It has caused me a great deal of inconvenience and I now must pay for two machines, return the incorrect machine, then wait for my refund. In the mean time I have used the incorrect machine, and now I am concerned about compromising the security of my personal information on the hard drive when I return it.
    Basically I need to find out how I am supposed to return the incorrect machine, and I hope I can keep the hard drive from the incorrect machine.
     
  14. jaredy

    jaredy Notebook Virtuoso

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    Just dban it. Or well I guess ask them first. But they should be able to reimage it...
     
  15. jywc

    jywc Notebook Consultant

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    Finally received a call from the customer "delight" team
    The lady I spoke to completely stonewalled my complaint, with a very unsympathetic attitude.
    I am still quite upset about the entire fiasco and the service I received from virtually every employee whom I dealt with. It was a significant mistake on their part that caused considerable inconvenience on my part.
    I just don't have the time or energy to continue this battle... although I do intend to submit a complaint to the Better Business Bureau
     
  16. lead_org

    lead_org Purveyor of Truth

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    so what did they say exactly, can we have more detail, because unless you put things into perspective it is quite hard for anyone to learn anything from your ordeal.
     
  17. jywc

    jywc Notebook Consultant

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    Basically, it seemed quite clear to me that she was well prepared to shoot down my complaint, with no intention of trying to make me "delight"ed. (made me feel like this customer delight team could have come from Orwell's 1984!) She even suggested that Lenovo was doing me a favour by letting me return the incorrectly spec'd machine (past the return date, since I needed to use it in the interim while waiting for my order to be refilled from scratch). As for the personal data issue, she insisted that Lenovo's "restore" function would properly clean the machine.
     
  18. Mr.KL

    Mr.KL Notebook Evangelist

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