LENOVO Order Issues

Just want to communicate and thus warn potential customers about my unsatisfactory experience with LENOVO customer service.

Short version of long story:
After much research, ordered a T410s from LENOVO. Estimated ship date changed (as per their order status website), but LENOVO customer service could not even confirm this, let alone provide insight as to why.
Frustrated, I called to cancel order. CSR promised to research and next day, website showed that T410s had shipped.
UPS then delivered to wrong address. LENOVO CSR promised to get package back to me. 4 days later-no package. I again called to cancel and was told that I would be credited payment only after laptop was returned to LENOVO warehouse. I patiently asked why any reasonable person would deem this acceptable--if UPS could not get package to me why would they be able to get package back to LENOVO warehouse. After several hours on phone, was able to get in touch with a manager and convince him to refund immediately-not wait for anything else. Now after two days, still no refund on my credit card.

Conclusion: Based on reviews, thinkpads in general and t410s in particular are highly rated machines. However, prepare to be jerked around if ANYTHING (and I do mean ANYTHING) goes wrong with your order!!
This experience has left me with a very bad impression of LENOVO and once refund is received it is very doubtful that I will ever deal with LENOVO again.

Just my $.02

 

While what happened in your case was terrible, I don't know one can make broad generalizations about Lenovo's service based on one account. When you sell a lot of laptops there's bound to be a few mistakes along the way.

 

X2 on what ZaZ has said.

I would be upset as well about what happened, but I would not let that stop me from letting them make things right. Personally, I'd give them another chance.

 

There are definitely serious and systemic issues with Lenovo's order processing system and there have been for a long time (especially here in Canada : Exclusive: Terrible Customer Experience Uncovers Nationwide Internal Flaws at Lenovo ). Just search the boards and you'll see hundreds of posts detailing egregious problems with orders (incorrect charges, lost shipments, etc.). One of the reasons the problems persist is people dismissing them as one-off incidents that don't indicate a general problem.

The fact is Lenovo has a shockingly bad record of customer service and don't really seem to care. I think it's partly due to the fact that consumer protection and consumer rights are foreign concerns to the Chinese business culture. Remember that in most parts of the world, consumers are completely dis-empowered in their dealings with large corporations and have no recourse but to accept whatever slow and inadequate mechanisms the corporations have put in place to resolve issues. But I humbly suggest that the the North American consumer isn't like the domestic Chinese consumer, and the answer isn't for North American consumers to start acting passively as if they were.

Anyway, good luck on getting your refund. I've been waiting two weeks since they sent my credit request in and I haven't heard anything.

 

I dare to agree, recently Ive seen regular complaints from people over here about their customer care or lack of to be exact.

 

Being here in not a likely indicator of the state of things. People here are much more likely to complain than the average buyer, which tends to skew the perspective.

 

My experience with Lenovo is that:
1. Make sure your billing address and shipping address are the same and you type them correctly.
2. Just be patient.
3. They will hold the credit on your credit card. But they will only charge you after they ship the laptop.

If you start to check the shipping date or even call their custom service to cancel your order, you're looking for trouble. CTO machines are very difficult to cancel. Once the order is en routed to the factory, it is almost impossible to cancel it. Most likely you would have to sign the package, ask for a free return label, return them to the warehouse in NC and hope your money will be 100% refunded to your account after several business days.

Lenovo custom service staffs just promise too much. They cannot cancel the order once they are en routed to the factory. They promised so just want to comfort average customers.

 

I think you are likely right. I had issues that were not dealt with as of yet. When I discussed them with a colleague he said he heard a bunch of problem from friends as well. He had always dismissed them, so had I, but now I am beginning to think that lenovo just doesn't care if it pisses its customers off. It really is too bad b/c they integrate good hardware.

 

Well, I am here and was long before I purchased my first ThinkPad
And Im not the only one from the number of regular users who have complained or have had problems before.

Still, Im eyeing X200 as my possible new ThinkPad, if their prices drop with release of X210 then I might either sell my current ThinkPad or give it to someone in family ang get ultraportable, which has always been my main wish to have in a world of mobile computing and productivity
Either X200 or X210 if it proves itself to be worthy successor to X200, unlike X201 which was only minor upgrade and nothing fantastic to write home about IMO.
Except for the touchpad, which on the other hand is nothing special either, since Im now instinctively looking for trackpoint on any laptop that I work on, either my gf's Travelmate or my borrowed EEE Pc
I have disabled touchpad on mine R400, still too small IMO to be used extensively and gain some benefits over trackpoint.
I dont know, maybe its because this is my very first laptop so it was very easy to learn the art of trackpointing, but that I will never find out and I dont care about it either.

Sorry for some offtopic.

 

Well I have a compliant in the US. I ordered extended warranty in time. I was not billed. I did get an order number. I found out the order has not been "attached". I have brought this to Lenovo's attention any number of times. I either do not recieve a reply or I receive the reply, "this will be taken care of within two working days" and it's not. I'm glad a took a photograpgh of the original order and received an order number. I still do not have any status on my order.

Renee

 

Sounds like the run-around I've been getting about my incorrectly charged order. I'd recommend calling lenovo and asking the sales rep you deal with for their personal lenovo email. Email that sales rep a succinct description of your issue with screenshots or whatever evidence you have, and follow up with them directly. It'll be a lot easier than having to explain your situation to someone new every time you call.

Hope it works out for you!

 

I didn't deal with a sales rep. I ordered of the net and sent Lenovo a chech and told them what I wanted. They split the order and sent me the Computrace portion of the order. Order 2FMQK1 remains unfilled by there own admission with no explanation or elucidation.

Renee