Lenovo Customer Service - Where is it ? Or was that it?

Yesterday. I ordered a Maxed out T60P 2.33 w/ 2G Ram 7200RPM Hard Drive and the grand total came to just a touch under $2000 after discounts.

I thought I had a good deal. When ordering the web site says estimated delivery 1-2 weeks - this is good because I need to have it by May 25. As soon as I hit submit it came back with an estimated ship date of May 28!

I called the support and waited 10 minutes. They told me first "it would be 10 business days." I asked to upgrade to 2 day shipping to make sure it would be there...."That will take another 2 business days". Ok, so it will definitely ship in 10 days. "Well, no, I see a delay on the LCD". How can you expect me to wait a MONTH for a PC?!?

So I cancelled. Will I receive an email to confirm the cancel ? "No sir, I will just send an e-mail to the warehouse".

Ok - this is all sounded bizarre so I sent support an e-mail. Now with Dell, and others an e-mail gets immediate response (we got it) and within an hour or two (we read it and ...). I am STILL waiting for a response.

I finally decided to call back later that day (a full 8 hours later) to make sure it got cancelled so I could order a Mac Book Pro {I don't need the hassle of the customer support and the money wasn't the driving factor for me}. After waiting ANOTHER 10 minutes....the following occurred:
"I'm calling to confirm that the order was cancelled it's order XXXX"..."Yes, sir, I did that this morning!"

I got the SAME rep. So it takes me 10 minutes of waiting and I get one rep??!??! I'll probably find out that they were misinformed which will (A) Piss me off because I wanted the T60P and (B) Ensure that the tens of people I know who are looking for laptops will get told about the farce that is this customer support.

What a fiasco - I thought IBM was bad when they outsourced to CompUSA (charged my credit card twice, wouldn't send a replacement for a machine that was DOA etc)...but this is awful.

My sweet ole Mac will be here guaranteed in less than 5 days!

Was this unusual, or is that it? One support rep for the entire company?

 

That's unusual, I spoke to about 5 different reps through my ordering ordeal until I just started directly calling the same, and best rep there, each time.

 

I think you are blowing this greatly out of proportion.

 

Lenovo will only charge your credit card once your computer ships.

10 minutes on hold to speak to a tech support person is much better than the industry average.

And if it's a sales related inquiry, why did you go to tech support? You should have spoken to sales.

Sales are located here in U.S. The factory is located in China. So of course sales has to send an email to the factory to inform them your order is canceled. And remember the 12 hour time difference.

If your Lenovo rep told you your order is canceled, then it is canceled.

 

I miswrote - it was SALES support...I should have been more careful in my differentiation.

ALL I wanted was some email confirmation. I still have yet to receive any indication of cancellation, any reply to my original e-mail.

It's just poor.

 

Maybe. But they lost my business in one day. My decision was already dubious due to the number of "shipping issues" they have had going back a year.

I find it incredible that I got the same sales rep. Maybe I blew it out of proportion,that's your opinion. The fact that I was willing to switch to a more expensive solution to me indicates that I didn't think it was out of proportion. 4 weeks for shipping (at a guess) is unacceptable.

 

Repost:
Maybe. But they lost my business in one day. My decision was already dubious due to the number of "shipping issues" they have had going back a year.

I find it incredible that I got the same sales rep. Maybe I blew it out of proportion,that's your opinion. The fact that I was willing to switch to a more expensive solution to me indicates that I didn't think it was out of proportion. 4 weeks for shipping (at a guess) is unacceptable.

By (at a guess) means that they wouldn't even commit to that ....FOUR weeks? And that's a "maybe".

Compared to my experience with Dell {though - i didn't like the laptop} and with Apple so far..this really really sucks.

 

Having worked at a bank call center for 3 years you would be suprised how many times I spoke with the same person. With two call centers with both having about 60 agents on the phone.

 

ya **** lenovo now i am going to HP!!!

 

I don't see how "fiasco" would describe this situation.

 

Def: a complete and ignominious failure.

Given that I never still got any kind of e-mail with cancellation, a response to when it would/could ship and that I ended up going another route - I consider it a fiasco.

 

To each his own.

 

You are posting this under a lenovo thread, therefore you will likely get replies of the other end of the love-hate spectrum. I have had experience ordering 3 thinkpads within the past 7 months, I do have to agree with you that they have problems with shipping. The first 2 laptops each took about 1 month calender time to get to me, and "I got lucky" for the 3rd one which arrived within 2 weeks. Yes, 2 weeks is considered lucky in lenovo sales. However I kept going back to buy thinkpads because for me the wait was worth it. I didn't like it, but well, the wait just makes owning them a little sweeter.

Anything-support is always a hit or miss to people. To me, it's always a miss, because 99% of the support people don't know much more than I do. (so you have a problem, why don't you restart this, reinstall that, reformat that, press that reset button....no thanks then they get annoyed when you ask more specific questions) The only reason I call anything support is when I need replacements. That, lenovo has done very well at lease in my case. One of my harddrive had some problems, all they said was, "let's confirm your address, you will receive the harddrive in 48 hrs". 48hrs it was!

 

think your expectation was a bit high. it did said estimated 1-2 weeks. it didn't guarantee it will come less than 2 weeks. that's why they covered their ass and said estimate delivery date.

i admit waiting over 2 weeks is crazy but if you know you can't wait. why not just go to local retailer and buy it. it will take only an hour or so. i doubt lenovo is the only company that has trouble with their shipping dates.

i doubt you will get any sympathy since this is lenovo forum. there is a long thread about shipping does takes a long time. maybe you should've read it first and know what you were getting yourself into. i ordered my t60p almost 2 weeks ago and i might have to wait another 2 weeks for it to ship.

 

A minor shipping delay is not a complete and ignominious failure. Lenovo told you about the delay. If you needed it by a certain date, you shouldn't have waited until the last minute to do your homework.

 

When I try to call the technical support phone number for my country it says that the number isn't allocated. If I e-mail IBM for technical support I get an auto-generated answer, and this afer more than 24 hours. And guess what's on that email? the phone number list .

 

Point is that they told me about the delay AFTER I made the order. 4 weeks is NOT last minute. If I had known about the delay I wouldn't have wasted time even researching Lenovo as an option. My alternate PC arrives Tuesday - let's see that's three weeks before the Lenovo *MIGHT BUT I CAN'T PROMISE* ship.....

Lenovo it 2 years from losing the the "THINK" brand...let's hope they improve, for their sake

 

Anyway. Just for the record. I've not ONCE said anything disparaging about the Lenovo product (where that's the laptop) - I did after all initially order one!

I've got my alternative, and it cost more, but in a way it should be neat to play with an Apple. I *do* have a sneaking suspicion my wife will steal the Apple so a Lenovo might not be too far off in the future anyway.

Fact: I found the shipping unacceptable.
Fact: Not everyone agrees.
Disputable: I over reacted

I consider the thread dead - apparently shipping is an issue that most people will put up with for the product that arrives - perhaps the second mouse gets the cheese !!

Good luck with all your Lenovo purchases.

 

On a bit of a better note enjoy your macbook pro. I was thinking of that for a while to replace my ibook G4, but I just cant shell out the money for it, and an apple warranty costs an arm and a leg.

 

Will do...thanks. If I purchase a T61 and the experience is better I will be sure to post here and let you all know.

 

This is amusing to me, only because I just bought an Apple and found it completely wretched. Returned it to Apple for a refund and just placed an order for a Thinkpad. The Apple was like glass... never seen a notebook that could damage so easily. Right out of the box the seams of the casing were wavy when the machine was closed, the screen was splitting from the frame, etc, etc. From far away it looked nice, but sitting in my lap I noticed countless imperfections, lopsidedness, misalignments, etc. Really looking forward to the sturdiness of the Thinkpad.

One last note, I'd be more than joyous to deal with Lenovo customer service via phones than ever go back to another Apple Store. The "Genius Bar" is the thing nightmares are made of.

 

Reminds me of the IPods. They sure are pretty to look at, all shiny and stuff. But they attract fingerprints and get scratched like there is no tomorrow.

 

So far Iv been very satisfied with Lenovo support. My X60t developed a nasty screen problem. Called on Friday and was told a technician will be sent out ASAP. Called on Tuesday and found out the part just arrived. On Wednsday morning the guy came and fixed it. Did a very good job too. Iv had bad experiences with ultraportable servicing. Dell totally screwed up my Latitude X1 and I had to take it apart to fix it myself.

 

Hmm. Maybe Lenovo will launch an mp3 player. I'd buy it sooner than I'd buy an iPod.

 

A Business class I-pod

Call it a thinkpod

 

ThinkitwilleverarrivePod