Yesterday, Lenovo customers were left in frustration when they attempted to purchase from Lenovo’s deep discounted Black Friday Deals. Lenovo launched their Black Friday deals campaign and within hours many of their units were already more than 50% sold out, but some of Lenovo’s best customers sat frustrated in front of their computers as they tried to place their order while they watched inventory shrinking.
After spending over 30 minutes on the Lenovo website with credit card in hand, one MetroActive member couldn’t get the system to approve his order. He called Lenovo to place his order, but the system kept passing him to a customer satisfaction survey before placing his order. Finally, he reached a live person, but mid discussion was again transferred to customer satisfaction survey.
Calling back again and an hour into his attempt to purchase a Lenovo computer, he finally spoke to ‘Jessie’ who then returned him to ‘Cory’, the original Lenovo representative who had started on his request. The MetroActive member who wishes to remain anonymous explains, “At this point, I had wasted over an hour of my productive day time and was totally stressed out. I told the rep [Lenovo customer service representative] that I was recording the phone calls and our conversation and would be writing about it on the internet.”
Turns out, according to Lenovo representative, that Lenovo advertises its Black Friday deals through several means, one of which is by email to its Lenovo registered clients and potential clients. From the email, individuals can click onto the Lenovo website to choose and purchase their deal. However, if you have a registered account, the Lenovo transaction system will not accept your order. It will simply tell you to enter the correct postal code.
To take advantage of emailed deals, registered Lenovo users must first log into their account. Why Lenovo doesn’t mention this in their e-mail is unknown. What is known is that there are a lot of Lenovo’s most desirable customers that are wasting a lot of their time because Lenovo does not address this simple fix.
According to Baldo Minaudo, Senior Consultant with VentureMind, a Toronto-based consulting firm, “Lenovo has good products and they spend a lot of money on promotions. It is surprising that in their Black Friday campaign where they’re offering as much as 80% discounts, they’re also turning off busy clients who may get so frustrated they’ll order their computers or electronics from another source. This is not good for their brand equity or customer relationship equity”.
Minaudo adds, “Lenovo makes good products and some of our consultants at Venturemind use Lenovo laptops.
Take a look at these Lenovo deals while they last!
#lenovo @lenovo #blackfriday #blackfridaydeals
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