something interesting from SD:
"
Dear Mr. XXXX,
Thank you for bringing these issues to my attention. Obviously, this is not in any way acceptable behavior towards customers, much less a customer who has been as loyal as you.
I will contact the manager of our group that handles critical customer care situations this morning to ensure you get proper and prompt remediation. In the meantime, don't hesitate to call me on my personal cell at 202-xxx-xxxx if there is any other information you think would be relevant.
XXX XXXX
Vice President and General Counsel, Americas
Lenovo
Washington, DC"
All I said, the way they are dealing with customers is WRONG in America. I will be glad to return the laptop after they admiting their fault, just to show you guys that this is not a personal vendetta. I am not out hurting any individuals from Lenovo.
Here is my original E-mail to this VP:
"
Mr. XXX,
My understanding is that you are one of the higher level managers of Lenovo handling governmental issues. I am an angry customer of Lenovo and am about to file complaint to Federal Trade Commission as well as teaming up other angry customers to form an alliance to put some media exposures on Lenovo’s recent bad practice on selling their ThinkPad notebook computers. If you are interested in resolving this problem please contact me or forward this email to your peers in the customer relation department.
The basic story of my complaint is that one of my online orders with Lenovo.com was unfairly cancelled based on the premise that an online error caused the wrong configuration of the CPU unit. The problems with this explanation, however, are:
1- I’ve never received any email notification for cancellation till date (a week after I placed the order)
2- Several of my friends who ordered the very same item are receiving UPS tracking information as well as the serial numbers of the same laptops they are ordering. This shows the “incorrect CPU” excuse is completely false.
3- I called Lenovo support no less than half dozen times since my order went “invalid”. Not only they are giving me inconsistent answers, they are also showing little concern of customer sentiment. After hours waiting on the phone and fruitless discussion with the call reps I am to a point of extreme dissatisfaction.
4- A promise of supervisor call back within 24 business hours were never materialized. I waited for 4 days for this promised call.
As a stock holder of Lenovo and a loyal customer of the ThinkPad notebooks, I am stunned by apparent lacking of care and understanding from the Lenovo support. This experience is causing me thinking again whether Lenovo should do well in north American market, a deeply consumer oriented marketplace. Again, please contact me or forward my email to your peers in customer relations department. I am hoping Lenovo will do the right thing.
"[/QUOTE]
