Lenovo's Churbuck: Passionate on Tech Support

I am absolutely blown away by the wisdom and passion contained in David Churbuck, lengthy, passionate and informative posting on the complexities of tech support. David is the Lenovo vp of Internet Marketing that caught my plaintiff post on my Thinkpad problems and is the reason the company is sending me an X60S, scheduled to arrive tomorrow. He talks about why he hangs out in "Blogistan" looking for comments about Thinkpads.  It's because he understands that markets are conversation

As I mentioned, the piece is long for a blog.  Don't just skim it.  Stop and read it.  It's important.  The thinking is important.  The company action is important. The next time you catch me railing about a company's bone-headed insensitivity to customer support and Nick Carr quotes lawyers to show how wrong I am, I'm going to point back to this exquisite piece by Churbuck.

Comments

[Lenovo Lied to Me]

My experience with Mr Churbuck has been utterly negative in every way shape and form.

I've had a horrible customer service fiasco with Lenovo, and he (Mr Churbuck) has put on errs of being helpful but promptly did an about face and delegated my issue to someone else. I realize he's a busy guy, but it's quite obvious if you don't have a blog and can't give him some sort of PR boost he has very little interest in being of assistance.

A rep @ Lenovo lied to me about the return procedure for a Thinkpad, resulting in my laptop being lost in the ether, and rather than try to fix the problem, Mr Churbuck has completely turned a deaf ear and won't even respond to (cordial) e-mails with pleas for help.

Shame on you Mr Churbuck!

[shel israel]

Now hold on there. It's nice for you to make such harsh charges. It's flashy for you to post a blog and give your case a six digit assignment number. But your IP is disguised. you name is anonymous and there is a mask on your email, All this makes me doubt both your credibility and your motive. On the other hand, I've known Dave Cherbuck for several years and have dealt with him at Lenovo a couple of times. He seems to me to be on the case, to be putting his personal brand on the line for Lenovo. Of courtse he hands you off. He's the marketing guy, not the tech support guy. I'm sure also that from time-to-time Lenovo support screws up. Everyone's does. But I think your style of attack is entirely low rent and I hope you do not try using this site again for cheap shots, because I will take it down. It is my policy to take down anonymous comments.