Re: Service rant

I'll forward that to the GM of the CS store in Saskatoon and see what
he can do to clarify/speed up the process a bit Scott.

On 1/31/07, Scott Walde <scott@waldetech.ca> wrote:
> I have been very quiet and "understanding" for almost a month now, but
> I'm reaching the end of my patience. Plus, I have a bit of fun to add
> to this story.
>
> A bit of background. My Lenovo laptop quit reporting the battery status
> a few months ago. Other than that, everything seemed to work fine, but
> it was a pain taking it off AC because I never knew how much time I had
> left. Also, because it always thought it was on AC, it never did any
> power conservation.
>
> Finally, on January 3rd, I took it in for service. First I tried
> Decision One, where I have always had excellent service on Toshibas.
> They don't do Lenovo. So, I had checked on Lenovo's website and found
> that Compusmart was a warranty depot. I took it there and asked if they
> did warranty on Lenovo laptops. The response I got was "I think so." I
> was a bit taken aback, but he clarified by telling me they didn't get
> very many in. (I suppose I should have turned and ran at this point.)
>
> I checked back a few times over the next week or two... I'm not exactly
> sure the timeframe. I was told the parts were on order. Finally, I was
> told that they couldn't get the parts, so they sent the laptop over to
> MicroAge. For reasons you will hear later, I believe this was about Jan
> 16th.
>
> I continued to check every several days, and continued to hear that my
> parts were on order, that he would call MicroAge in the morning and
> check on it, and would call me back. (I still haven't recieved one call
> back.)
>
> This past Monday (the 29th) I was told by the tech at Compusmart that he
> had called MicroAge and they had the part and would have it done on
> Tuesday. Tuesday late AM, I called Compusmart and was told the courier
> had been called. Tuesday PM, I was in the area so I stopped in at
> Compusmart and was told that it wasn't my laptop that had been repaired
> -- the guys at MicroAge had been confused. The motherboard for my
> laptop was still on order.
>
> Today (Wednesday the 31st) I recieved a phone call from Lenovo, wanting
> to do a customer service satisfaction survey for the warranty work I had
> done by MicroAge on January 16th. Would I be willing to answer a few
> questions. I said sure.
>
> (all Q and A paraphrased from memory...)
>
> Q. Did the techs come out to fix the computer, or did you take it in to
> the depot.
> A. I took it in.
>
> Q. How would you rate the professionalism of the staff at the depot
> where you took it in, on a scale of 1 to 5 with 1 being the least
> satisfied and 5 being the most.
> A. Uhhh 3.
>
> Q. How would you rate your satisfaction with the resolution of your
> issue. on a scale of 1 to 5.
> A. Zero.
>
> Q. Ohhhh, okay. How would you rate their communication -- how they kept
> you up to date on the status of your repair.
> A. Zero. I haven't got my laptop back yet!
>
> Her: Oh. Uhhhh.
> Me: Ya. I brought it in to Compusmart on January 3rd,.....( told them
> the story you have already read above.)
> Her: Oh. Would you like for me to contact a manager about this?
> Me: Yes. Definitely.
>
> ----------------------------------------
>
> So. Draw your own conclusions. Either Lenovo ships their replacement
> parts on slow boats from China, Compusmart has really lousy service,
> and/or MicroAge has really lousy service. My only contact before the
> call from Lenovo was with Compusmart who mostly seemed to blame Lenovo,
> but seemed to shift at least some of the blame to MicroAge. I wonder
> what the story would be if I called MicroAge. (Maybe that's what I'll
> do tomorrow.)
>
> (Are there still any Compusmarters on this list? Anyone care to
> defend? How about get me my laptop back?)
>
> ttyl
> srw
>
>
> --
> "Those who do not understand Unix are condemned to reinvent it, poorly."
> (Henry Spencer, 1987)
>
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Received on Thu Feb 1 07:14:52 2007