I’m currently having a very horrible experience with lenovo.

I ordered for a laptop on nov 29th and cancelled the same 2 days later. However, inspite of cancelling the order, it got shipped(which was lenovo’s mistake). I cancelled the order since I knew I would leave the country and wouldn’t be able to receive it. I asked the order to be rerouted back to lenovo. The order wasn’t rerouted and finally reached my apt.

Lenovo is still holding my money and it lead me into a big financial crisis and dented my christmas and vacation plans a great deal. I’ve been talking to Valentina B from lenovo who hasn’t been of any help so far. She keeps repeating that I need to return the product to get my money back. The product is at my leasing office and I wouldn’t be in the country to return it as well. But she ain’t ready to send someone to pick it up from my leasing office.

Now for repeated mistakes made by lenovo, why should the customer suffer so much? It was lenovo’s mistake in the first place, why would I have to spend my precious time and energy to pay for them?

They haven’t offered any compensation package so far and aren’t helpful one bit. I wouldn’t recommend lenovo to anyone. Let me be the last one to have the nightmarish experience.

They are rude and service is atrocious.

Whoever wrote the above probaly works there. I dont see how those rude people could ben over backwards fora customer..I am going to any other company but Lenovo..too bad since I have had thinpad for about a decade now!!

I finally got through to a sales rep who is “applying” for “special permission” to return my laptop and send me a new one.

I had a customer service rep transfer me in the middle of talking (just as bad as hanging up). One tried to blame the software. My favorite was the one who said “he didnt know” in response to my question on why I spent thousands on a Lenovo when the $400 off the shelf PC I bought my mother runs better than my Lenovo.

I think if anyone doing brand monitoring is honest, there has to be a strategy, and prioritization of efforts based on reach is a factor in the discussion from a pragmatic standpoint. However, personally, I find my actions tend to be shaped most by two factors. (1) Did I find it, and more importantly, (2) the merit of the situation.

So, to your point, if Joe Schmoe is on the top of page 1 in Google, or whatever else I might be using to find him, I’ll read him and am as likely to reach out to him as in Francois’ case. More important to me is the merit of the post - I read other posts from the blog, or the forum member’s other posts and make a determination. As a policy of fairness, has the person tried the front door first, or are they just trying to use their blog to bump the priority and seek preferential treatment by taking the situation public? There is also a difference in Francois mentioning his issues in passing, rather than setting up a YourCompanySucksRocks.blogspot site and just railing away day after day until the olive branch is extended.

I think transparency, and authenticity on the part of the blogger is just as important as that exhibited by the company. It is a matter of trust and intent.

I agree with Ken’s comment too. Each engagement with a customer online is an opportunity not only to address that customer’s needs, but to understand why the situation occured and make systematic changes.

Mark

Regained trust is truly valuable.

Genuine, timely response and honest, transparent conversation will help you regain this trust, but it should also keep a lot of it from happening in the first place.

ken