Lenovo: Apology for Delays email?

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Redmumba · #1 Post by **Redmumba** » Tue Jun 12, 2007 9:10 pm

Just wondering if anybody has gotten the following email. I tried responding to critical@ca.lenovo.com, but the email immediately bounced. Is this a scam, or is it just another "glitch," this time in the email system?

Dear Valued Lenovo Customer,

As you may be aware, some Lenovo Thinkpad T60 and T61 orders placed between May 9 and May 25 have been delayed, and some customers ordering these systems have received inaccurate or conflicting communications concerning estimated ship dates. We know this is unacceptable to you -- and it is unacceptable to us as well. We aspire to have an ordering process that is, like our notebook PCs, second to none. We apologize.

We have been working hard to identify and resolve several problems that have contributed to these delays. We expect to have the vast majority, if not all, of the affected T60 and T61 systems built by 6/26/2007. If you do not want to wait for shipment, you may cancel your order at this time by responding to this email or, if you prefer, by calling the toll-free number listed below.

We thank you for your continued patience. As a gesture of our appreciation, please select one of the following items as a free gift after receiving your computer. Please indicate your selection by placing an X in the appropriate box, entering your original order number, and reply to our LenovoCriticalOrders team at: critical@ca.lenovo.com

[ ] 6 Cell Battery for extended run time P/N 41U3198 - T61 / R61
[ ] AC Adapter P/N 40Y7659
[ ] Premium carrying case P/N 73P3597

[ ] Original Order Number

Your continued business and trust is important to us. We have begun a public discussion on these issues, and are offering details about the causes of these delays, on one of Lenovo's official Blogs, "inside the box". Please follow the link for the most up to date news on this subject. http://www.lenovoblogs.com/insidethebox/?p=84

Please feel free to contact us at anytime should you have any further questions or concerns.

Toll free : 1-866-428-4465.

Sincerely,

Lenovo Websales Team
critical@ca.lenovo.com
www.lenovo.com/think/us

#2 Post by **Kyocera** » Tue Jun 12, 2007 9:36 pm

did you try the toll free number?

Nilonym · #3 Post by **Nilonym** » Tue Jun 12, 2007 10:16 pm

It's an unacceptable situation, but major kudos to Lenovo for stepping up and taking responsibility in a public forum, offering a compensatory gift, and even directing people to the blog discussion where all the raw, angry posts can be found.

They clearly need to make some changes to their order processing and fulfillment infrastructure, but I have to respect them for this.

SkiBunny · #4 Post by **SkiBunny** » Tue Jun 12, 2007 11:24 pm

The email address seems for Canada (ca.lenovo), but you're in U.S... looks to me like a prank.

#5 Post by **JaneL** » Tue Jun 12, 2007 11:41 pm

All the correspondence I've ever gotten from Lenovo about anything I've ordered has come from a ca.lenovo address.

#6 Post by **rkawakami** » Tue Jun 12, 2007 11:46 pm

But the phone number is legit: (1-866-428-4465 or 1-866-42THINK). It is featured on the returns policy page:

http://shop.lenovo.com/us/shopping_faq/returns_policy

Redmumba · #7 Post by **Redmumba** » Wed Jun 13, 2007 12:16 am

Yeah, unfortunately I didn't get the number until around 9pm, so I didn't think they'd be open. I'll try calling the number tomorrow and seeing where I stand.

KBAM · #8 Post by **KBAM** » Wed Jun 13, 2007 12:22 am

A first class letter, even without the gift.

Often, such apologies are imitatively sincere and hollow. This one's authentic.

One might say Lenovo is learning what it needs to be...

--BAM

boyAfraid · #9 Post by **boyAfraid** » Wed Jun 13, 2007 1:16 am

Redmumba wrote:Just wondering if anybody has gotten the following email. I tried responding to critical@ca.lenovo.com, but the email immediately bounced. Is this a scam, or is it just another "glitch," this time in the email system?

fyi: i received the email, too. dated Jun 12, 2007 5:55 PM.

-bA

rukiri · #10 Post by **rukiri** » Wed Jun 13, 2007 2:10 am

I wonder why only a few people have gotten this e-mail so far. Are they sending them out one by one to orders they can verify have been affected?

#11 Post by **GomJabbar** » Wed Jun 13, 2007 7:37 am

I see on lenovoblogs, several people waiting on a T61 have reported receiving this email.

Capt. Anorexia · #12 Post by **Capt. Anorexia** » Wed Jun 13, 2007 11:42 am

Delays here also....

Situation in China is anyhow quite interesting, inflation is on very basic food products is running on two digits, so I would not be surprising if autumn get here first 8D

liquidtiger720 · #13 Post by **liquidtiger720** » Thu Jun 14, 2007 3:00 pm

I didnt get an email for this!

Ordered mine on may 24th.

Maybe I should call.

SkiBunny · #14 Post by **SkiBunny** » Thu Jun 14, 2007 11:12 pm

Some of those "gift" items are $25 each on the canadian EPP site.

Would rather have received the laptop within a month or two.

#15 Post by **underclocker** » Fri Jun 15, 2007 6:51 am

Due to a late shipping notebook, HP sent me a $50 off coupon for next order with no minimum purchase price. The iPod shuffle I ordered came to $9.

Next to actually shipping the item you purchased, a gift is the right thing to do.

Redmumba · #16 Post by **Redmumba** » Sun Jun 17, 2007 12:35 pm

I agree... the email sounded very sincere, and for the moment, my opinion of Lenovo definitely rose a few points. When I found that the email they provided bounced off the bat for a day or two, however... that really hurt their image, I think. I'm honestly looking back at Dell and thinking, "Wow, at least they respond."

jd1010 · #17 Post by **jd1010** » Sun Jun 17, 2007 1:07 pm

Yes, when they first sent the e-mail it was a bit of relief and it showed signs that lenovo was trying. Now, you see all these people who ordered their laptops weeks after the may 9th-24th period, and they are recieving them. Yet us people on the "priority" list have yet to recieve our computers.

Lenovo: Apology for Delays email?

Lenovo: Apology for Delays email?

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