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May 4, 2013

Under promise, over deliver, Lenovo beats expectations

by alw5zp

After losing my laptop (April 15), I was in full panic mode of getting a replacement as soon as possible.  After much research I finally concluded on Lenovo. When deciding which product to purchase, time was of the essence so when the laptop could be shipped by was a determining factor. Not ideal, but still acceptable one of the options was for it to be shipped by April 22 and to arrive by April 25th. I went with the option and the next steps were rather surprising. Lenovo allowed me to track the progress of the whole thing, from when they were assembling it, to when they managed to ship it out. To my surprise within a day they actually completed assembly, and put it in the hands of UPS to ship to me already.  By the evening of April 18th, a mere 3 days later I already had the laptop in my hands. The shipping was free, and the timeliness exceeded all expectations.  Much as Apple does with its stores in managing customer expectations of wait times, Lenovo transferred some of those ideas for their online store, leaving themselves with very happy customers. 

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