I am not quite tech-gadget type. But I got a lot of new gadgets such as a IBM X41 tablet. It was the most advanced type when I bought it. However, I found there were only few matching accessories for this type, such as a compatiable dock. I bought a USB-connected DVD-RW(not IBM-branded) instead, and thought everything should be fine.
However, it turned out I have to have a dock to reinstall my operating system, instead of putting the restoring CD into the DVD player. So now I couldn't do anything myself. I could only send my laptop(which I couldn't live without one day) to IBM, and wait for at least a week to have them install for me.
I am quite a DIY(do-it-yourself) person. and I guess all the consumer producers should like me since I don't quite often use customer service. However, I would like to receive all the information and updates related with my products if there's any. For example, it will attract my attention if IBM/Lenove sent me updated dock information for my X41 tablet later. I may have probably bought it. Or I could just receive the info on how to set up a operating system without a dock.
Currently, people complaining how profit margin is so low in certain industries, such as computer sector. On the other hand, i would argue that companies paid a lot of attention to cut costs, rather than developing brand and consumer loyalty. As a result, they have seen less and less revenue, and finally failed in the market.
Especially for new technology, consumers want to try new things all the time, when they feel safe to buy. Now I feel very uncomfortable in buying every brand new products from IBM, since I learnt from my own experience that the deal like that will bring a lot of inconvenient to yourself. So better wait.
We have been talking about the successful business strategy these days. One thing we talked most is the customer-oriented service. Unfortunately, only a few of companies could achieve it and sustain it. Sometimes, it is easily to be said than to be done.