Posts tagged “thinkpad”

Dear Valued Lenovo Purchasing Unit 29 Stroke J

A month ago I ordered a new laptop computer from Lenovo. It was supposed to ship 3 weeks after I ordered it, but by the time the shipping date arrived, the online status no longer showed a shipping date. I called for info about my order and was promised they would check into it and call me back. They did not. I emailed asking about my order, but never heard back.

Today I get this email (bad characters and typos included)

Dear Valued Lenovo Customer,

Thank you for your recent Lenovo order. We are working to ship your order as soon as possible. However, due to an industry constraint on the Intel Core™ i7 processoor, the shipment of your purchase will be delayed. At this time we cannot provide you with a specific shipping date.

We wanted to inform you of this delay as soon as possible, and offer you a couple of choices regarding your order:
1) We can transition your order from the Intel Core™ i7 processor to the Intel Core™ i5 processor. This will result in a $150 decrease from the purchase price of your original order, and we can ship the product within two weeks of rebooking the order.
2) Leave your order as is, and when the Intel Core™ i7 processor becomees available, we will build your system with high priority and ship to you as soon as possible.

Below are the technical differences between the two processors to help you make your decision. They share many of the same features and functions, but the i7 does provide a larger cache that can make a difference if you are running data-intensive applications and games.

followed by this lovely chart:

Ummm, pardon? Sure, if you buy a computer you are sadly forced to deal with terms like “clock speed” and the like, but as a consumer am I really being asked by Lenovo to deal with “Lithography” as a relevant influencing factor on my decision?

In addition to this just being a wholly unsatisfactory customer experience (30 days later and I’ve got no computer and at best I am offered a lesser computer in another two weeks?) I can’t believe that a company I am doing business with chooses to communicate with me in this arcane and frankly disrespectful manner. Lenovo, how’s about meeting me where I live?

ChittahChattah Quickies

  • Gerry Gaffney interviews David Hill of ThinkPad [UXPod] – We try to get as much user feedback as possible, and we have many different ways we can gather that. For instance we have advisory councils, we have analysts and things of that nature comment on future plans. We meet with large customers and disclose to them future plans and get their feedback on our products. I use my blog, very effectively I believe, by occasionally posing questions, doing polls or even much more detailed web surveys. So really there's not one answer to how you get feedback from customers. But my belief is that there's no such thing as too much information. I love to meet with a customer, or observe people at an airport or in an airplane or in a classroom. You'd just be amazed what you can learn from field research or in a conversation with a guy next to you on an airplane. It's just remarkable. Sources really are so varied that it's difficult to put your fingers on [and say] this is the process we used to gather feedback.


About Steve