Is this SOP for Lenovo?

So I ordered a T400 a little over 2 weeks ago and it had a shipping date of 09/01 right up until yesterday when it mysteriously changed to 09/15. No email to inform me of the change, just boom, changed the shipping date.

This on top of the fact that Lenovo's order status has been accessible for the last 3 days.

Is this standard operating procedure for Lenovo?

Anyhow, I will be calling to cancel my order today.

 

That stinks! Ordered mine yesterday, fingers crossed...

 

Mine did that too but it changed from 8/26 to 9/9 but it shipped on 8/31. So it's normal...happens alot to different people

 

I called today to cancel and that was a real runaround. I got one Indian (I think) speaking lady who was very nice but asked for all the identifying information, then asked why I was calling. I told her that I needed to cancel my order because I was going out of the country and I wouldn't be back for a month. She then told me that my order would ship out on 09/08 instead of 09/15, but I explained that was still too late.

She was polite and then said she had to transfer me to another department to cancel my order.

On hold for another 10 minutes and had to go through the same crap all over again with another Indian speaking man. He stated that he submitted the cancellation order to the warehouse but when I asked if I would get a confirmation email, he said it could take 48 hours IF they were able to cancel it.

I'm really disappointed in Lenovo's customer service! Dell was much more responsive when I called to cancel an order with them.

 

It shouldn't take that long to cancel. It should be canceled right away. I am not surprised that Lenovo jerked you around with the CS. It sounds about right. Im actually still on wait right now to get a price match done...i've been waiting on the phonefor 32 mins now...

 

I've been very disappointed with Lenovo's continuing the Thinkpad tradition. Not only have they started to skimp on components and build quality, but now they are outsourcing their customer support to the 3rd world.

 

Lenovo itself is a third-world based manufacturer, so please put it into context. and btw, do you have a problem with ppl in the third world or what? i don't appreciate lenovo's CS either like most of the ppl here, but no one would blame the poor service on the simple fact that these reps are from the third world nation

 

Umm... I hope you guys all know... the Lenovo reps for Canada is located in Toronto... (even the online chat help line).

Side note, just because they have an accent... doesn't mean their from the third world country... and IMO with the limited resources they have in third world countries and is still qualified enough to be able to attempt in assisting us in a more developed country... shows how "dumb" we are.

 

I waited for my Inspiron e1705 for almost a month after ordering.
I waited for my XPS m1330 for more than a month after ordering.
I waited for my Inspiron 1520 for almost a month after ordering.
I waited for my Vaio SZ for almost a month after ordering.

I expect to wait for my Ideapad U330 for AT LEAST a month.

See the pattern there?

Go on your trip and *maybe* by the time you get back it will be ready to ship. Worst thing that happens is UPS attempts delivery three times, and they send it back; boom you get a refund.

 

ALSO to put into perspective... us CANADIANS... don't even HAVE an ESTIMATE DATE

 

the reason they send it to "the 3rd world" is because americans cost too much and they dont perform nearly as well.

and go ahead and buy a dell because there customer service is all 100% american... right?

 

Actually, you have that option (American support) with Dell if you select their higher level support, which is not an option with Lenovo AFAIK.

 

I didn't say Lenovo was from a third world country (they're from China); I said the support person I talked to was! I shouldn't have to talked to TWO people to cancel my order. That sux and is one reason I don't like dealing with Lenovo.

 

You Canadians should move south! We would welcome you with open arms.

 

I don't think you can call China a third world country. Honestly, there's no way the IOC would allow a third world country to host the Olympics. Outsourcing the CS to India saves the company money. No minimum wage there. Simple economics 101.

 

uhm, most of my phone calls to lenovo have been answered in atlanta, georgia.

 

called lenovo 3 times, everytime I got american tech support, they were also very helpful.
called dell 5 times, not once I got the tech support within the country. everytime it was answered by "programmed representative" who sounded like answering machines from India. they were also not helpful at all.

 

Must be a mistake but they gave me a ship date of 8/9 and i ordered it two minutes ago...and i live in Canada...

 

hm... lets try to respond in order:

jjfcpa: what high level support are you talking about with dell? hope you know at least business support... dell hires a third party to give support (and they're retards), dell has really bad support IMO. And i repeat... just cause they have an accent does not mean they're not in America or that they're in a third world country... it is a multicultural country!

Move down south? hehe... funny thing i might be in seattle this summer *cross fingers*

deamon64: i got some estimate date on my e-mail when i first ordered... i honestly don't know what that is because... i ordered it on August 27 and the date on the e-mail said August 29 =P. That's when it started building so... maybe that's the date they're talking about.

and ya same as me... all Toronto support here when i called / chat online with lenovo.

 

Ah i see that makes a lot more sense since selecting the DVDRW in the config said a 3-4 week build time, I'm hoping the end of the month

 

It's normal, guys like me ordered on 5th of August and have already been pushed to 9 September, they just sent me an e-mail yesterday saying they cannot take my this particular credit card that I use abroad. Now I have to reorder, and the sales kept calling while I am at school.

I understand that some people like me are not very satisfied with the shipping, but T400 is certainly a good deal so I would still have to do business with them anyway despite the fact that it has already been almost 5 weeks to get my laptop assembled and canceled. Many people seem to get their laptop earlier than their estimated date....goodluck eveyone!

 

Regarding support from Dell... read it and weap...Here is a direct quote from the article I link to below. My experience supports this survey. Lenovo, while good, has had higher incidents of failed units (or problem units) and require more support. Dell's have been improving in both the quality of the product and the response from technicians.


"Exceptions, other than Apple-made machines, are for laptops that frequently go on the road, and systems from Dell and Gateway, which according to the subscriber survey, provide "significantly better" support on the paid plans than on their free support programs."


Read the entire survey results here...
http://www.computerworld.com/action/article.do?command=viewArticleBasic&articleId=9082798

 

My experience is not the same as yours. And when IBM was running the company, all the support was from the USA. And top notch, I might add.

 

Read and weap? lol that sounds like coming from a person whose just angry because he didn't get his laptop when he wanted it. I still stand by what i said, Dell sucks. Recently my company called support for Dell... utterly useless, they spent a whole day and had to return the next day and it was just due to some hardware failure that they should have just swapped in the first place because we already told them we suspect the cause.

As a consumer, I ordered an XPS 1210 on Jan 2007 for a friend. You want to talk about delay and bad service, here comes the list.

1) my order got CANCELED automatically without e-mail/phone notification due to system incompatibility... (noticed the date Jan 2007). XPS came out in 2006, nice going there Dell for testing your system. That's another thing.. Dell uses the cheapest parts available, their QC failed miserably.
2) I got DOUBLE CHARGED still
3) got sent TWO Different laptops which then forced me to spend time figuring out how to send one back without getting charged.
4) the two different laptops... were sent to two different places. My house and my friend's house (however i specifically told them to ship it to my friend's house, aka the billing address)
5) And the delay... was over a Month and the estimate ship date obviously jumped.

Like i said, Dell's just a cheap company compare to Lenovo/IBM.

You have a bit of selective reading, you have to read the whole context, the quote you stated should have been:

"That recommendation runs counter to the publication's usual advice, which notes that extended support and warranty plans are generally not good buys. Exceptions, other than Apple-made machines, are for laptops that frequently go on the road, and systems from Dell and Gateway, which according to the subscriber survey, provide "significantly better" support on the paid plans than on their free support programs."

Summary: They are talking about buying extended warranty, saying that it's generally not a good choice unless it's a laptop that's frequently on the road. By saying that "systems from Dell and Gateway provide "significantly better" support" just implies their basic 1 year warranty support SUCKS, Useless etc. And the fact that they grouped Dell and Gateway together... is self portrayal of it's quality.

With regards to Apple users, i just don't understand them. lol I'm lost for words when i talk to my apple friends. They are just more vocal about things. Honestly seeing a black plane laptop vs. a slick "jumping out" laptop design... they're like two different people.

Some more random quote:

"Apple led its rivals in both the laptop and desktop categories with reader scores of 83 and 81, respectively. Lenovo took second in laptops with 66, while Dell's 56 was the second-best in desktops."

Final thought, www.computerworld.com is not a creditable website. From simple elementary school and highschool and university.... website with adds. are not creditable. Also, the information they took the data from was from Consumer Report Magazine Survey. There's so many variables that lie their it's ridiculous. If you took any sort of statistics, heck even psych. lectures you're just surveying a single group of people not no mention lacking the criteria of "random selection".

 

yes top notch... thats why they had to sell themselves to china.

and the thing about moving south. im a canadian who moved "south"(texas), and if i may add, worst decision my family has ever made.

 

+1 to that
I got to admit that tt is really hard for me to believe jjfcpa that Lenovo Thinkpad laptops have a higher incident of failed units.....I thought Lenovo especially the Thinkpad line + Apple + Fujitsu were the companies with the least reports of failed units from the customer (can't remember where I'd read that)....And it is Dell that has their reputation of more failing units and using cheaper components.....it is true that their customer service is getting better....I don't see why you need to mention this here....if people are not satisfied and don't want to do business with Lenovo....they will be on the other brands' forums.

 

I have dealt with Dell representative tech.support in India and they were more polite and helpful than Lenovo tech.support in Atlanta, they were rude and very sarcastic. I rather deal with tech.support that will help me in a respectable manner than to have to deal with rude tech support in Atlanta.

 

amen! you are right. i have had the pleasure speaking with Dell tech.support than the rude,sarcastic,"i don't feel like helping you" Lenovo tech. support. Have a dell notebook and a brand new lenovo. Lenovo optical drive failed three times!!! While my old five years Dell still going strong. Lenovo=very poor tech.support.

 

It was the opposite with me. Lenovo tech in Atlanta were all nothing but attitude and rude and sarcastic. I rather deal with folks in the third world country who treat me with respect than Americans tech.support who hate their jobs.

I have dealt with Dell support and Lenovo and personally I say Dell supports tech were very helpful and they treat me with RESPECT.

One Lenovo tech told me "call us back because I've been on the phone with you for 11 mins" My optical drive failed twices and I've only had the labtop 1 full week. Again, you do the math.

 

My experience with the two companies gives a major edge to Dell. I have seen a lot of bad stuff so far with lenovo, for example: horrible website, which is horribly designed (try to find the ultrabay batter on there sometime) and full of errors; they constantly shifted my T61 order back until i canceled after waiting almost two months (thanks for sending me that advanced mini-doc without a computer though!); there phone rep was very unhelpful when I was canceling my order; the 48 hour wait time to "try to" cancel an order?... etc. That said, while I still have never owned a lenovo, I plan to soon (if they oblige me this time by actually sending me what I purchase), so I think their actual product is superior, it's just that they don't know how to do anything else very well.

The scariest part about lenovo is the 15% restocking fee. At least with Dell, while they may suck at times, in the end I am confident I will get my money back if I'm not satisfied.

 

I ordered one with a 6 cell on the 29th, I called to cancel it on the Tuesday after labor day. They didn't cancel it in time apparently and it shipped that day or that night. It arrived on Thursday. So ordered on Friday, at my house next Thursday. The est shipping date said 9/15/08 the entire time, weird.
I'm sending this one back though, they told me I could return it with no restocking fee since I called to cancel it before it shipped. Waiting on the one with the 9 cell now. Going to suck if it now takes two weeks to get here

 

I ordered an Ideapad Y730 on 9-5. est. ship date of 10-3 . Wish me luck!

 

Very true.

 

well, I once got a F word from an India rep when I asked for the manager on United help line...

 

Well too bad circuit city doesnt sell Lenovo. I purchased a Compaq Presario from them, and one day before my 1 year warrenty had expired they ordered a new DVDRW for my laptop, did not make me leave the notebook at the store, called me the next week when the dvdrw arrived, made an appointment for me to come in at my convienance and installed the new drive while I waited !! Genuine Golden Glove service on a less than one thousand dollar unit. After reading this thread , I sure hope I didnt shoot myself in the foot by ordering a Lenovo.