Lenovo Malaysia Has Spoken

Dear Mr. Hadi,

Let us begin by saying that we are supportive of your journey from Malaysia to London on the IAMALAYSIAN program.

Having been in regular contact with you, we understand the many challenges you have faced in getting to this stage of your journey.

Though it might seem like we are very distant, we feel like we have shared some part of your journey where we helped to:

• Facilitate a quick warranty check and provided technical advice to ship your original notebook to us for service

• Brief and prepare the service center to treat your repair job as a critical priority

• Repair your original notebook and secured a replacement notebook to be put on standby as well as arranged for an international courier company to send the notebook out, all within one day.

• Shipped your original notebook to your location in Srinagar, India

Unfortunately, even being the global company you recognize us to be, we were unable to influence Malaysian Customs to not detain your original notebook and we were unable to prevent an international courier company from damaging the notebook we rushed to repair.

However, we are doing our best even now, to try and give you a positive customer experience. Sringnar, the city you were last at in India experienced riots the day you left (we are glad that you left safely) and we have been in constant contact with the international courier company to securely send your damaged notebook back to us so that we can swap hard-disks with the replacement laptop and have that sent directly to you.

Again, we are there with you as you ride from city to city and we wish you all the best.

Lenovo Malaysia

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37 thoughts on “Lenovo Malaysia Has Spoken”

  1. bertanggungjawab jugak lenovo malaysia ni..semoga apa yg dijanji akan dikotakan meskipun telah menyulitkan situasi..

  2. however, we need to buat bising baru they do their job punya… if for normal ppl like us, i don’t think they will even give a dame bout calling the user “dear”….

      1. no…. i think they suxk….and i hate those CS who didn’t take customer warranty claim seriously…. i have my bad experience bout warranty claim too so i understand how you feel…

        and good luck bro ~!! your trip make me feel proud cuz I’ve own a gt128 too!!! silver jugak ~!!!

  3. gud news what.. for now. wat sejuk ati. haha
    as we go on lenovo respon ok la tp bro, u kena sedar
    janji orang malaysia cmne. haha

    anggap la tu hadiah lenovo nak kasi masa smpai kat london tu.. hehe

  4. lenovo,

    the thing is when ur objective is A, it doesnt count that u have done x, y, z, (insert all the bullet points that u like here), etc. when what people need from u and what u promised is A. Especially in this case, when time lost is not just an opportunity cost for hadi, but also detracts from some of the joy of this trip. And especially when A- could be as easy as authorising a temporary replacement. he’s not gonna run away with ur crappy laptop.

    Also, words like ‘regret’ and ‘sorry’ really go a long way in showing ur sincerity. I see u are not a fan of those words.

    By the way, if hadi has already left srinagar, it doesnt really matter ur timeliness in sending the replacement, because the fact that he has left the building means it is already late.

    being a global company is not just about having ur shops everywhere, it’s also about having the service that befits the word. u might say u are there with him, but u are not there for him.

    we’ll be counting the days 🙂

    PS: lenovo, u just missed a PR opportunity. time for damage control. make it count!

  5. Since I was also part of the longish and still ongoing exercise which started I think in Agra and we tried to do something at Delhi …. my comments are that it is sad that lenovo could not provide a simple service to a gypsy from malaysia and thereby prevented him and the world the opportunity to record and share so many aspects of the journey which will be lost forever in the depths of time …. to add insult to injury you can imagine thousands of notebook lying idle in Delhi and a replacement could not be provided …. the best part is that the traveller took all things in his stride and kept moving …. this is life Hadi …. keep moving

    1. Agree, captain. It would really not have cost them that much for a replacement laptop. Lenovo isnt really in the high end group. But instead they lose on potential customers who are reading and talking about this and will now not consider buying lenovo, not only for its inferior quality but also its inferior services. rugi betul!

  6. Lenovo cuma boleh cerita apa yg lenovo buat,
    skrg Bro Hadi xdpt laptop lg..

    Setakat cakaaaaap je..
    Baik tak payah..

  7. bottom line is Hadi hasn’t got a laptop with him. as a customer, we are not interested to know what our supplier do, what count is the results!!!!
    until we see the laptop in Hadi’s hand then we can start saying something. till then, whatever Lenovo say, it does not really matters.
    you just keep going Hadi, safe ride Bro ….

  8. Janji mulut tu je bro,nak bagi sedap ati.Nak jaga reputasi,hakikatnya lenovo punya servis memang hampeh.Kalau betul2 sokong bro hadi sponsor la untuk projek ni,baru la betul2 ikhlas namanya.Ini tidak nak ganti laptop baru pun ambil masa sebulan.

  9. This is only PR-face-saving exercise! the truth is – nothing been done..,because if they are serious, they should be in constant contact with bro hadi or even contact the admin of this blog to check the whereabout of bro. hadi, when they plan to ship the item out.

    It’s purely PR play! and in a bad taste.

    let me rebuke some of the point given by Lenovo :

    • Facilitate a quick warranty check and provided technical advice to ship your original notebook to us for service
    >> what is that? it is as good as nothing., you just check.. and cannot provide the so-called ‘INTERNATIONAL’ warranty that you have promised to your customer.

    • Brief and prepare the service center to treat your repair job as a critical priority
    >> I work in service provider industry for global MNC, this line is normal procedure when you received any ‘returned-for-repair’ item at any customer service counter. nothing special.. If really critical.. solution/replacement should be given back to customer within 24hours! (what’s your SLA Lenovo? – critical= 6 month?)

    • Repair your original notebook and secured a replacement notebook to be put on standby as well as arranged for an international courier company to send the notebook out, all within one day.
    >> standby? within one day? any evidence to support this? from the date item received, escalated to critical till closing of the ticket with issuing of the notebook out? Naaa.. still NATO (no action talk only)

    • Shipped your original notebook to your location in Srinagar, India
    >> why the owner of the notebook still haven’t receive it until today?

    all in all.. this is example of customer service level at Lenovo.

    So – Don’t buy any Lenovo product in the future unless they resolve this issue and apologize for causing so much hassle and hardship to Bro. Hadi. Not to mention the amount of EXTRA time and money that Bro Hadi need to forked out and spend to update this journey at each Cyber Cafe during the ‘absence’ of this Lenovo notebook.

    How you want to compensate that Lenovo?

  10. Don’t buy any Lenovo product in the future..vradaa hadi tabahkan hati teruskan perjuangan..Don’t buy any Lenovo product in the future..

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