I just got an email from Feargal Mac Conuladh, Vice President, Lenovo Services EMEA, who asked for feedback regarding Lenovo’s service. The service was powered by IBM and the quality was good overall. A few things would have improved my experience, though:
- The German phone number of IBM was buried deep inside an English Lenovo web site and I spent some time tracking it down.
- I had to reprogram the telephone system so that I was able to call the expensive service line of IBM. Also, I was on hold for 5 minutes. I don’t know if I’m that comfortable with paying IBM for something that is somehow their fault (waiting for a free agent, hardware problem).
- The call centre agent at IBM said, a technician would call me to make an appointment. He didn’t. Instead he just came and it was a coincidence that someone was on site to open the door. And that my notebook was there, too. I wasn’t at the time.
On the positive side, there were no weird questions from the call centre agent trying to diagnose, if my problem was really a problem. She just asked in which city I was at the moment and that was it, basically. Also, the technician replaced the faulty fan in no time. The response time was not very quick, but not bad either. It was okay per the terms of the SLA. Fast, competent, hassle-free customer service. Thumbs up, IBM!
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