Some time back I bought a Lenovo Z580 laptop for my son. From the start he had problems with the mouse. My son is pretty “tech savvy” — but he kept having problems. Finally we agreed to mail it to Lenovo to replace the trackpad.
We mailed off the Z580 for repairs 6/24 and it never came back.
5 weeks in we were MAD and one day Lenovo customer support called US. They offered to replace the PC. My son if he could get one (same model) with a better graphics card and they said “Sorry, it is out of stock, would you like a different model?”
Well my son is a GEEK. He knew Lenovo had just come out (2 weeks earlier) with a new gaming PC that cost $800 more than his old one cost NEW. He asked if he could possibly get it.
They said YES!!!!
Yesterday at 6:00 PM UPS delivered his brand new Lenovo y410p gaming laptop! Woo hoo — way to go Lenovo! Thanks to Debbie on the Lenovo CRM team! THAT is customer relationship management — do you think we’d consider buying a different brand any time soon?