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    Customer service - offer of compensation?

    Discussion in 'Lenovo' started by scarlin, Sep 25, 2007.

  1. scarlin

    scarlin Notebook Guru

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    Apparently, there is a process by which IBM support will consider compensating you for your lost time if you are dissatisfied with the service you have received. I know a lot of people haven't been happy with it. I won't detail my saga, but I am one of those people. Well, a CSR (after realizing how badly my case had been handled by previous CSRs) suggested I contact a supervisor to "rectify your time lost."

    Long story short the supervisor ended up basically asking me what items I would like to be sent as compensation for my inconvenience, and forwarded the request up the chain of command. He said to expect a reply soon.

    Has anybody experienced this "process" before and had any luck? I know Dell is pretty liberal about giveaways, what about Lenovo?

    P.S. I qualified for this because the service I received was just short of disastrous and resulted in many, many hours of needlessly lost time and effectively ran down the clock on my 21-day return window. I don't recommend or condone calling up tech support and demanding freebies to compensate for minor inconveniences.
     
    scarlin, Sep 25, 2007
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  2. braddd

    braddd Notebook Deity

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    So what did you say you wanted for compensation and did you get it? I've heard of people getting batteries for compensation (9 cell batteries).
     
    braddd, Sep 25, 2007
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  3. scarlin

    scarlin Notebook Guru

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    I haven't heard back. I will post once I get the call. I asked for a ton...the supervisor kept asking "OK, and what else would you like to be sent?" I ran out of ideas pretty quickly though because I was so surprised...
     
    scarlin, Sep 25, 2007
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  4. chrisr2750

    chrisr2750 Notebook Geek

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    I doubt you'll be sent multiple things. When I got compensation I had the choice of a battery, ram upgrade, and 1 month warranty extension (yea thats pretty pointless).
     
    chrisr2750, Sep 25, 2007
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  5. Ruff_ilb

    Ruff_ilb Notebook Enthusiast

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    My shipment got delayed until 80 days after I ordered it; how did you begin the process?
     
    Ruff_ilb, Sep 25, 2007
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  6. braddd

    braddd Notebook Deity

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    Did you ask for a dock :p
     
    braddd, Sep 25, 2007
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  7. scarlin

    scarlin Notebook Guru

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    @ Ruff

    Unfortunately I doubt you are talking to the IBM Atlanta people about a shipment delay, and this process applies to them only. I don't know if Lenovo has the same thing - you should just ask.

    I would approach them in a manner similar to how this person recommended approaching Dell for compensation over shipping delays:

    http://forum.notebookreview.com/showthread.php?t=156763
     
    scarlin, Sep 25, 2007
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  8. scarlin

    scarlin Notebook Guru

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    Of course! And something that you can only plug into your TP through a dock.. ;)
     
    scarlin, Sep 25, 2007
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  9. braddd

    braddd Notebook Deity

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    bhahaha very nice. Let us know what unfolds, please.
     
    braddd, Sep 25, 2007
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