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CEBU, Philippines -- March 19, 2007 -- John Andrews of Johnon.com
commended Lenovo for exceptional customer support.
Mr. Andrews said in a blog that after two and a half year's use
of his AC adapter brick, the insulation on a wire in the power
cord separated. He doesn't mind the exposed copper wires,
according to Mr. Andrews, but he noted that the wires would
eventually break. Consequently, he called Lenovo's customer
service team.
"I got processed in about 5 minutes, and got a new cord shipped
to me next-day-delivery, for free," Mr. Andrews says.
The replacement power cord probably cost Lenovo around $0.50
including shipping charges, Mr. Andrew remarks. Adding the cost
of processing the warranty replacement to that amount, he
estimates that Lenovo spent $40 in all. "That's a $40
transaction for a $0.50-cord replacement," Mr. Andrew emphasizes.
Other major companies, Mr. Andrews continues, would have
dissuaded their clients from pursuing warranty claims on such
low-priced parts by, among others, implementing long hold times
on the phone, disallowing the claim, and delaying claim
processing.
Mr. Andrews relates that he would buy another IBM/Lenovo
Thinkpad. He would also extend the warranty on his current
1GB/160GB/PentiumM Lenovo t42p laptop "all because of the
respectful service [he] received from Lenovo."
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