Mar 07 2007

Ed Foster’s Gripelog || Lenovo, CDW Get Kudos From Readers

Published by David Churbuck at 8:33 am under Lenovo

Ed Foster’s Gripelog || Lenovo, CDW Get Kudos From Readers

“What surprised me most about Lenovo was the suggestion by many that things have actually gotten better since the China-based company took over IBM’s PC business. “I have never seen a company stand by its warranties as well as Lenovo,” wrote one reader.”

When you’re on the front lines and hanging out in the open with your cell phone number and personal email available for unhappy customers to call — and they do call — it’s easy to lose sight of the good side of caring about customer service and product quality. Every now and then something great gets said, and that makes it all worth while.

4 responses so far

4 Responses to “Ed Foster’s Gripelog || Lenovo, CDW Get Kudos From Readers”

  1. # Estebanon 07 Mar 2007 at 9:52 am

    Happy people are quieter than unhappy people; great to see this kind of feedback, so you can be re-insured your beating the right path.

  2. # Stefan Constantinescuon 08 Mar 2007 at 4:01 pm

    Keep up the fantastic idea.

    I can only hope that Lenovo launches a similar “Idea Storm” so people can tell you what they want.

    I’ve only had to call Lenovo twice in the 5 years I’ve owned ThinkPad’s. Both times were absolutely brilliant.

    Thank you.

    By the way, would you happen to know the FRU number for Trackpoint caps? I definitely need a new one.

  3. # site adminon 08 Mar 2007 at 5:09 pm

    give me your snail mail and I’ll send you a few. What style? Original? Rim cap? Texture cap?
    for reference the part number is 73P2698
    The page is
    http://shop.lenovo.com/SEUILibrary/controller/catalog.workflow:item.detail?GroupID=38&Code=73P2698&current-category-id=08F0FE113D094AA6A530159FF3C7904A

  4. # The Challenge » Lenovian bloggers raise the bar.on 08 Mar 2007 at 8:28 pm

    [...] Mark has been pro actively chasing not-so-happy customers around for some time. Due to google alerts and some other automated searches I have going on I was able to see his works and watch how things worked out. Navigating on uncharted waters, it must of been hard to kick start this initiative, and I think the proactive support has evolved a lot since it’s first days. Just recently Churbuck posted about the positive impact the approach has had. Praise goes to you guys, and it’s well deserved. [...]

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