联想怎么啦？

帮一位客户买了一台服务器，Lenovo 的入门档次的机器，订单里指定预装操作系统。机器一个月才到货，接通电源，发现机器是个光板儿，没有系统，也没有安装盘。

给 Lenovo 销售打电话，第一次是位女士，说话是印度口音，问了我许多问题，告诉我说，没有系统软件的机器不会发货，我哭笑不得，告诉她我收到的就是没有系统的裸机。最后她把我转到技术服务部门，这回倒是一位美国人，James。可他告诉我，他爱莫能助，我还得找销售部。

再接着给销售部打电话。这回是个男的，还是印度口音。我让他调出我的订单，问他里面第三项是不是预装操作系统，他承认是。我问他问题怎么解决，他说，我只有两个办法：退货、退钱，或者再花钱买一个系统盘来自己安装。我花时间安装系统倒不是太大的问题，但是明明是他厂家的错误，要我替他解决，还得掏钱，这似乎过份了。

在美国中小企业市场上，戴尔充斥。联想从 IBM 手里接过 PC 业务已经很多年了，一直不见起色。照这种服务，这样对付顾客，我不知道 Lenovo 这个品牌还能撑多久，更不谈跟对手竞争了。反正就个人而言，我是尽量不会再买 Lenovo 的东西了。

【2011-12-29】今天企图再试一次 Lenovo 的销售服务，看能否不退货，解决问题。以下是网上对话记录：

Connected to Savitha Bhoote

Please wait while we connect with you with a Lenovo Chat Representative.

You have been connected to _Adam R.

Thank you for choosing Lenovo Sales Chat. I’m Adam, your sales chat representative. My rep id is QD7. What can I do for you today?

I have an order (xxxxxx) that has a problem.

what is the issue?

I talked to someone on the phone yesterday, ended up asking for a return. But I hope there is a way to resolve this because it has already taken too long for me to receive the order.'Do you have the order in front of you?

let me transfer you to post sales

one moment

_Adam R has left the session.

Please wait while we find an agent from the US Post Sales Team department to assist you.

You have been connected to Savitha Bhoote.

Thank you for choosing Lenovo Chat service, this is Savitha. How may I be of assistance
today?

How are you doing today?

OK.I have an order (xxxxxx) that has a problem.

Thank you.

I will be glad to help you.

How may I help you today with this order.

Do you have the order in front of you?

Yes.

Item 46U2561It means that I ordered the operating system preloaded. Correct?

Correct.

But the server says something like "No operating system found" when booted up.

I apologize for the inconvenience.

You have reached the sales support team.

Please call Thinkpad Tech Support on 1 800 426 7378.

And they will be glad to assist you on that.

I did, yesterday evening, transferred from a call to Sales. I was told that I had to talk to Sales.Tech Support basically told me that they could not help me. That was all.

Could you help me with the case number.

What case number?

Since you said you have already called sales department there should be a case number given by them

If there is no case number, I would request you to call them and get a valid case number from them so we can assist you further.

I was not given a case number.Are you not Lenovo Sales?You are supposed to be "US Post Sales Team". Correct?

Correct, You have reached sales support team.

When there is an issue with the system there will be a case number given to the customer.

With that case number we can help you with returns,

I already got an RMA number, if that helps. But I still hope to resolve this without having to return it.It has already taken me a month to receive this order!

I am sorry about that.

Since you said you would like to keep the system.

Which sucks. But to return it would mean my work on the order and that month long time go completely wasted.

Please call our sales support team on 1 866-428-4465 option 3 for billing.

Call them to do what?

Our billing team can help you request for a replacement system.

We cannot confirm if the replacement system can be provided, However I would request you to call them for further assistance.

OK. Thanks. Bye.

I apologize for the inconvenience.

Is there anything else I can be of assistance with today?

Can I tell you something? It seems to me that Lenovo's sales is in complete disarray.

I apologize for the inconvenience.

OK. Bye now.

Thank you for choosing Lenovo chat services, have a great day!