You’d think that my Lenovo customer support issue (wrong configuration delivered) would have been solved by now, more than seven months after I bought the laptop.
The current email exchange with Digital River, the company handling Lenovo in Europe, stands at 32 messages as of today. Add to that a dozen or so emails exchanged with other Lenovo representatives. This is what they look like:
Thank you for contacting the Lenovo Online Store.
We apologize for any inconvenience this may be causing. We are currently looking to find a resolution for you. We will keep you updated until this has resolved. If you do not receive an email from us, please check your junk/spam folders.
We apologize for any inconvenience this may be causing. If you need Customer Service assistance, please call +353 61725061 to speak to one of our representatives.
This is a form email – they’ve probably not added a single word of their own. The person signing the email is never identified by his or her full name. For all I know, these names could be made up.
It also really doesn’t matter what you write to them. The reply is more or less the same: we’re working on a resolution, we’ll update you, check your spam folders if you don’t hear from us. Etc. And nothing happens until I contact them again.
Why do I even bother?