Rep and Order Issues

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CaptainMorgan · #1 Post by **CaptainMorgan** » Tue May 24, 2005 4:15 pm

Ok, Im starting to get annoyed.. highly annoyed. I spoke with a rep on last Thursday the 19th and he in return offered a quote. I took a day with the quote and so on Friday the 20th I wanted to place the order. I called his office and and placed the order around 1pm. There was a minor discrepancy with the quote, so I wanted to call back and confirm something; also at 1pm he said the transaction would take 5 minutes - an hour had gone by and I called his office and got the standard message that he's out and they'll call back within four business hours. Their day ends at 8pm and I called at 2pm. After leaving the message at 2pm I never called back, figuring they would be professional and return my call within the '4 business hours' protocol. It was then 8:30 and I realized I got no call or email. I spent the weekend wondering if something was wrong with the order or quote because I also received no transaction confirmation or communication.

Now it became Monday, yesterday and I finally called the office at 1 pm and luckily he picked up. I asked what was wrong and he said the order I originally wanted had to be tweaked and he simply wanted to make sure of it before going through with it... yea? Why didn't ya call me on Friday.. or today?? I said go! let's go with it! He says, ok, then he'll put the card through and I'll receieve a confirmation in the email in 5 minutes. Nothing. I wait 2 hours. At 3 pm I call back to make sure everything is ok, I get the same freaking out of office message of 'within 4 hours' and once again monday's end time is 8pm. I called at 6:30 last night once every half hour for a total of 3 calls til 8pm. Nada.

Today, Tuesday, I call today at approx 3:30.I leave a message stating the communications. I still have NO confirmatiom, email or messages. I just again called a few minutes ago...

Why is this guy sidestepping? Is there someone else I can talk to?

chbone · #2 Post by **chbone** » Tue May 24, 2005 4:49 pm

One lesson: Don't leave message! They will never return back.

CaptainMorgan · #3 Post by **CaptainMorgan** » Tue May 24, 2005 4:55 pm

chbone wrote:One lesson: Don't leave message! They will never return back.

What? Can you elaborate? Highly unprofessional to not return the call when they insist they will!

chbone · #4 Post by **chbone** » Tue May 24, 2005 7:16 pm

It is just from my rep.

Since my order is with IBM, the IBM guy is very helpful and called me back and aske me whether our Lab will buy some servers..... But my order is processed by the Lenovo now, the Lenovo guy never returned my call back. I think he is angry to be "sold" to Lenovo.

JHaislet · #5 Post by **JHaislet** » Tue May 24, 2005 7:31 pm

Sounds like he should get over it, as I'm sure people are waiting in line to fill his position.

I'd find another rep OR get ahold of his manager.

andyli · #6 Post by **andyli** » Tue May 24, 2005 11:15 pm

The reps that I have been dealing with recently seem to be very much overloaded. I wonder if there has been a large turnover of US/CA sales after the IBM/Lenovo sale.

However, not returning the call is not professional. The rep that I have been dealing with (and their manager) both usually have "2 business hours" on their voicemail, and typically return calls within or shortly after 2 hours.

The other day though, the person that I picked up the phone said.. "Thank you for calling IB... Lenovo Sales, this is XXYYZZ..."

CaptainMorgan · #7 Post by **CaptainMorgan** » Wed May 25, 2005 4:46 am

I talked to him at the end of the day yesterday and he apologized for the technicalities. He still never returned my call - I had called in. They were having problems with the web at their offices and have not been able to place the order. After apologizing profusely and acknowledging my wonderful patience he said he's sent the ticket to the IT guys and is waiting for their response, and to boot he'll speed the shipping as a result of my patience.

For real? Or should I go around him? I mean, at least call me or email me with your intentions and/or the result of the difficulties and I could understand. But no communication? Wtf. When he said speed shipping, I kinda calmed down and dunno.. should I wait it out? Ill call in for an update today, cuz we know he won't call me.

andyli · #8 Post by **andyli** » Wed May 25, 2005 8:39 am

That sounds a little fishy. Shipping (Ground) is usually next day anyway. If the model you ordered is backordered, then I don't see how the rep can push the order to the front of the line.

MSR_Steve · #9 Post by **MSR_Steve** » Wed May 25, 2005 12:24 pm

andyli wrote:The other day though, the person that I picked up the phone said.. "Thank you for calling IB... Lenovo Sales, this is XXYYZZ..."

Heh, I had a guy say the same thing when I called back around May 10th.

CaptainMorgan · #10 Post by **CaptainMorgan** » Wed May 25, 2005 4:59 pm

Update for today, after calling in, is that he finally stated it was backordered and the whole system has glitches due to the takeover by Lenovo. Apologizing, he said that no matter how long it takes to actually put the quote into an order I'lll still receive my product on the already quoted ship date - June 6th. Is he serious? So he could place the order next week sometime and it would still ship on the 6th? He said he was planning on calling me first thing tomorrow morning because that's when they expect it to go through. If it's true the ship date won't be affected by the order date then I should relax, right?

CaptainMorgan · #11 Post by **CaptainMorgan** » Wed May 25, 2005 5:11 pm

Son of a [censored]!

Two minutes after I hang up with him, post the above... I check my email and the order is NOW PLACED!!

I have a feeling he could've put it through earlier and just now decided to.. for whatever reason. It's now an order!

Bout time Foo!!!

See that feels much better than waiting..

Thanks you guys - appreciated.

T43 on its way

edit: The model number he gave relative to the quote has a different setup than I wanted when looked up here: http://www-3.ibm.com/pc/support/site.wss/ Which should I go by? The listing in the site - or the quote? They are completely different.. just for starters, site list's the 15" when I wanted the 14".....

chbone · #12 Post by **chbone** » Wed May 25, 2005 6:33 pm

Wecome to the club, have more fun with the shipping!

Rep and Order Issues

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