The story: I ordered a new laptop from the Lenovo site, but when I paid, checked out and reviewed, I discovered that I hadn't upgraded the WiFi, (I really needed the WiFi upgrade). My fault, it was an oversight.
Many emails and phone calls later to Lenovo, but I was not able to change the order without losing a discount offer that had since ended. This would make sense to me for a smaller company, but Lenovo's email replies were prompt, suggesting they have a large customer/sales dept and they also have a local (Australian based) sales team on the phones (both "sales" and "post sales". With this kind of manpower, flexibility and customer service are a must. Why have people on the phone if they are bound to follow rigid processes and protocols? You may as well not have them at all and save the wage cost.
In the end they happily cancelled my order, and I do mean happily. They made no attempt to win me over, cross sell or suggest alternatives.
I don't understand why a company would happily cancel an order from someone wanting to give them MORE money. In this day and age, for a company like Lenovo, customer service and flexibility should be their priorities. They had a chance to win a good customer, instead they lost an order and a customer and I won't hurry back.
