Issues with misdelivery of ThinkPad

First, I would like to thank all the members of this forum for all of their very helpful information. You have been a great resource in my ThinkPad purchase.

My dilemma:

I live in Toronto, Ontario and I ordered a ThinkPad on July 22. Using the tracking number on my online order status, I was able to track the freight shipment carrying my ThinkPad (amongst 85 others). The shipment arrived in Toronto on July 27 and the UPS shipping progress has not been updated since.

The UPS tracking number that Lenovo provided me for my particular delivery is not valid. Though, Lenovo stated that this will be the case until my ThinkPad clears customs.

Yesterday, after becoming impatient, I decided to phone UPS. A very helpful CS rep. investigated and found that, unfortunately, my ThinkPad was mistakenly included in a shipment of ThinkPads to a company in city outside Montreal, Quebec. (That's like a package destined for New York being delivered to Pittsburgh.) The rep. said that my ThinkPad would be shipped back to Toronto and to me within the next week or so.

My concerns:

I paid for and (I think, therefore) deserve my new ThinkPad in an undamaged, unopened box. If my ThinkPad's box was opened (and re-sealed), (or worse, if my ThinkPad was used) how would I be able to tell?

Would I be able to refuse to sign for the delivery if the box is in an unacceptable condition?

Has anyone else experienced a similar situation?

What recourse (if any) do I have with UPS or Lenovo if my ThinkPad does not arrive in an unopened and timely manner?


Thank you very much in advance for your time and attention.

 

Sorry to hear about your unfortunate situation. I'm not sure what the procedures you would go about to resolve this, but I can say that if the package was opened, the red tape that is marked with repeated "Thinkpad" words will have been broken and sealed over with some other tape. If that is the case, your package has been opened already.

 

MidnightSun, it was your review that finally convinced me to get a T500. Thanks.

I'll keep an eye out for the broken "ThinkPad" tape.

Has anyone else experienced a misdelivery?

 

Bummer. Inspect the package very carefully and any sign that it has already been opened simply refuse delivery for that reason. Once you've accepted that package you have no recourse -- it's yours. Then call Lenovo and hopefully they can cross-ship another machine within a few days.

You could also call Lenovo before it arrives and explain that you plan to refuse delivery and why. That might save you a few days. Lenovo doesn't care... it'll just file a claim with UPS.

 

Thanks pipspeak. I didn't know that I could refuse delivery. I will certainly do so if the box shows signs of having been opened or damage.

I've contacted Lenovo about the issue, but the CS rep simply said that she would "put a note on my file".

Update (August 6):

I have not heard back from UPS (I guess they've lost track of my T500). Lenovo still believes its stuck in Customs, but has requested a "trace" (?) to track down my ThinkPad.

I spoke to a CS rep who said that I should accept delivery and if the box is opened, I should call Lenovo immediately to address the issue. Refusing delivery will only delay shipment of a replacement. I'll keep you updated.

 

I also just noticed that the total charged to my credit card is $0.28 more than the total on my order status, which is $2.13 more than the total on my order confirmation.

Although $2.41 is not a lot of money, I'm curious as to the discrepancy. Has anyone else experienced this?

Update:
Purchasers from Ontario should note that an environmental handling fee of $2.14 +tax will be charged on top of the invoiced price. Although Lenovo states that fees will be changed for other provinces, it does not yet mention Ontario.

Another Update (Aug-12-09):

Lenovo still does not know where my T500 is. Because I need it for school in the fall, the CS rep suggested that I order another T500. However, the expected shipping date of the new order would be 8 business days. Furthermore, I’m not comfortable paying another $1500+ to a company who has yet to correct a previous mistake.

In addition, because my original order was shipped, my credit card was charged last month. To avoid interest fees, I’ll have to pay in full for a product I have yet to receive.

I realize that Lenovo has come through for many on these boards. Many describe the enjoyment that their new ThinkPad brings. I’m happy for them. However, when things go wrong with Lenovo, it seems customers should be expected to wait.

 

Update:

I just received my T500, about six weeks after it originally shipped. I'm very happy with my new ThinkPad... if only the ordering/shipping process were equally flawless

 

You probably got unlucky on this purchase and I am sorry to hear that. My TP was delivered to my doorstep in Montreal in less than 2 weeks last August.

See if you can request a keyboard for free for all the trouble they may have caused you.

 

Btw I would not listen to what CS reps say. They are the typical outsourced script monkey help. In my case, they lied to me many times about "putting down notes" and such.

You need to make sure you do everything so you stay in control. It's of course your choice but I would refuse shipment if the box is opened. That is what you should do if your package is open as accepting shipment = accepting the condition of the package. I wouldn't be surprised if they tried to charge you the 15% restocking fee if you did not refuse an open box.