The Ongoing Lenovo Web Site Error Problem

[archer6]

Update: it now looks like my best price deal could be going horribly wrong. Just got an email from Lenovo saying that the company's web site got it wrong, the machine is stuck in the system, so I have to cancel my order and re-order. This it seems to me is code for 'we just realised we haven't charged you the right price and we're trying to re-coup the situation'.

I replied saying that I gave my order in good faith and expect it to be fulfilled at the price I was given. We wait and see whether that's going to happen....

Source: http://forum.thinkpads.com/viewtopic.ph ... 16#p504816

This is another testimony to the ongoing daily problems with the Lenovo Site, when it comes to ordering a computer.

Once this came to my attention more than two months ago (the daily errors on the site) I began to watch the site each day, sometimes checking in twice per day. The frequent errors, and the frequency with which new ones appeared was alarming. The length of time they were allowed to remain without correction was even more disconcerting.

At first I was taken aback that such a large scale enterprise could do such a poor job with their site. I took it seriously as I am a businessman who takes commerce as a serious matter. I called in several times simply to try and assist them by called it to their attention.

Not that I actually believed that I was the only one noticing, but rather to lend an additional "voice" of the consumer that noticed the problems and simply wanted to weigh in on it. In other words, I had nothing but good intentions.

As a long time ThinkPad loyalist and advocate I simply thought the company deserved better than to come across as some half baked outfit when it came to their web presence. Well it was a very interesting experience to speak with them and find they had a very laid back "oh well" approach to it. At no point did I get the feeling it really mattered as each time I was given the "it's their fault" speech, and "we cannot do anything about it".

Now mind you, I'm calling in for no other reason than to call it to their attention. I'm not calling in to place an order (one of the rare times I wasn't). Therefore my motive was clean, not self serving, and for no other reason than to try and make a difference.

Well.... unfortunately it was a wasted effort as day after day, everyday, they continue to have many errors which change from one model to the next with no reason to think they will finally get it right. It's rather amazing really. To think that a company of their stature cannot create (or will not create) an accurate web site is well...... mind boggling.

And this is not sour grapes, this is not attacking or being critical of them, it's simply a report of what is actually going on everyday on the Lenovo site. The number of errors are simply amazing. One day you go to a certain model and find one set of specs as the default, and the next day it's changed.

A simple example is I watched the T500 elite model for 5 days straight before ordering mine. Each of those five days there was some aspect of the pricing and default component list that had changed. It's how I ended up getting a 320GB-7200rpm hard drive as an upgrade. An upgrade that no longer appears. One that had never been there before that one day, and has never been there since. Had I not ordered it when I did I would not have that option now. I've even gone back to that model to find that there was _NO_ default hard drive listed in the "customize and buy" section. Yet on the page that preceded it, it was shown as having a 160GB-7200rpm drive as standard.

I could go on and on with _factual_ info but it would only draw more criticism as everyone fails to see that I am _NOT_complaining or being critical but rather participating here, and hoping that someone from Lenovo will read this, verify it, and do something to correct it for good.

A permanent change in the site to reflect the same level of reliability we find at Apple, or Newegg, or any other site which represents a large scale operation.

Why would I take my time to write this? Simple... because I care.

The brand that I've invested massive amounts of money in, by patronizing them both for myself and my business, over many years, for whatever reason is doing a horrible job with their web site and most users, company people et. al. are in complete denial.

I wouldn't be surprised if I get flamed for writing this.

Make no mistake, I'm only doing so because I care, and wish that Lenovo did too.

Cheers...

[ajkula66]

archer6 wrote:

Why would I take my time to write this? Simple... because I care.

A beautiful, straight-from-the-heart statement. One great post altogether.

The problem here is what will happen when the rest of us stop caring...personally, I'm very close to that point, and with the deepest of sorrows do I write these words...however, it's impossible to be a voice of corporate conscience ad infinitum...when next to no one pays any mind to it...

[archer6]

A beautiful, straight-from-the-heart statement. One great post altogether.

The problem here is what will happen when the rest of us stop caring...personally, I'm very close to that point, and with the deepest of sorrows do I write these words...however, it's impossible to be a voice of corporate conscience ad infinitum...when next to no one pays any mind to it...

Thank you very much for your support. I sincerely respect you and have enjoyed all your posts. I'm glad to hear that my message came across in the way it was intended.

All the best,
Archer6

[dsvochak]

At one time or another everyone screws up. As has been reported on this forum there have been repeated, sometimes humorous, errors on the Lenovo site. I don’t expect perfection. I do expect that screw ups have consequences.

A problem I have with liteswap’s situation is Lenovo isn’t willing to accept the consequences for their screw up. Accepting an order 8 April 2009 and waiting 20 days before indicating to the purchaser there may have been an error in the order, isn’t, in my opinion, appropriate business behavior.

I generally bill by the hour but will do things for a flat fee. When I work on a flat fee, if it takes more time than I expected, I don’t ask for an additional fee. First, grossly, a deal is a deal. Second, most of my clients wouldn’t be thrilled if, 20 days after they agreed to the fee, they were told an additional payment was required.

That having been said, I’m not sure it matters whether or not we care. If they don’t care there isn’t much we can do about it.

[archer6]

At one time or another everyone screws up.

I find it rather telling that Lenovo, to use your terminology, "screws up" on a regular ongoing, daily basis.

Effectively misleading their customers. Especially those buying for the first time.

It is what it is, and it's their loss. And in that light it's comical.

Cheers...

[dsvochak]

“We don't care. We don't have to. We're the Phone Company.”--Ernestine the Operator (as portrayed by Lily Tomlin).

A few years ago, we could have substituted “IBM” for “Phone Company”. But that was when “nobody ever got fired for buying IBM” and times change. Perhaps the theory with the Lenovo site is “We don't care. We don't have to. We're Lenovo.” Let’s hope “We don't care. We don't have to. We're Lenovo.” doesn’t become the theory in design, manufacturing and service.