The Lenovo episode is finally a done deal now. I have got my refund back from Office Depot for both laptops and all is happy and sunny in my world.
Though at the end of it, I must share with you readers, the pleasure and niceness I had in general dealing with Office Depot Customer Service. I would give them two thumbs way up, and especially Jessie Arokiam, who handled my case promptly and gave me speedy solutions to my problems. I highly highly recommend her customer service.
Even before too I’ve had good experience with Office Depot customer service, but this time around, they were absolutely wonderful to work with. The first time I called them about the Lenovo (3000 N100 sound problem), they asked me if I had contacted the manufacturer. On acknowledging it, Jessie exchanged it for another laptop pronto without any hassles, no questions asked.
The original laptop I got was under a good rebate, however only on a specified date. Jessie wanted to refund the charge on my credit card and do a new bill for the exchange. When i told her about the rebate, and how a new bill could void it, she took all of 5 minutes to come to a solution. She refunded back my money on the first charge, and charged me discounted amount (taking off the rebate amount) for my second replacement – I was not asked to send another rebate or another bill to take off; there was no haggling, no debating on what they should do or I should do. It was a prompt, easy and satisfying experience.
The second time when I wanted to return it back, she offered to exchange the laptop for a different manufacturer as I told them I was done with Lenovo. Another customer service rep called me and walked me through my options. Unfortunately we couldn’t come to a conclusion on the exchange laptop – they tried hard to give me options, but finally it didnt work out.
The nicer part was that I had already got the RMA back for the second laptop even before the CSR called me for an exchange. At any rate, I could return the laptop and get the refund. However as we could not come up with a machine, I returned Lenovo back and decided to go for a DELL. Yesterday I emailed Jessie about my return, and within an hour I had my credit back on the credit card.
I am like – Wow! – now this is customer service. Friendly and most importantly caring for the customer. What has this experience thought me? Even though the Lenovo experience did not go well, I loved the way Office Depot handled it and will not hesitate to buy from them again. Not at all.
Thanks Office Depot, and Jessie Arokiam. You were just great!