Lenovo Customer Service Won't let me return unopened package? help?

I ordered a T61 on 12/31/07. I realized I wanted a T61p on 1/2/07 and tried to cancel the order. I talked to some Indian lady who told me she couldn't process a return till I received the package.

I have not received the package yet and I called again today to try and get them to process my return before I received it and they are now telling me that I'd be charged the 15% restocking fee cause it's a "custom" system and they would not be able to resell it.

Please let me know how I should proceed?

Is there something in the terms and conditions if I don't open the package that I won't be charged for a restocking fee. I need help, this sucks. How do I talk to these friggen people.

Chris

 

help please...any suggestions?

 

Check you local distance selling regulations. In the UK, we are entitled to 7 days after delivery to return goods for a full refund.

 

Hi does that include if the package was opened and the seals broken?

 

Hey, not sure about this . .but I think you can just refuse shipment when the box comes. In other words, don't receive it, just tell the FedEx guy or whoever you are refusing shipment. It will then go back to the sender, and I think you should be able to get a refund. May want to check with shipper to get their thoughts. Hope this helps!

 

I refused shipment once from UPS and it took almost 2 months to get my money back coz' once it was returned to the shipper (warehouse), it got *lost* and they couldn't track it down.

For an expensive item like a notebook, is the refused shipment going back to China?? I don't recall what the outside address of my box says.

Worse case, dispute with your credit company if they want to charge you a fee. Make sure you refused shipping, coz' it'll leave a paper trail. If you accept it and then returned to sender un-opened, it is not going to show unopened. So, no way to proof that you actually didn't open it.

 

Reading other posts, it seems like as long as i accept the box, get an RMA, and return it sealed, i should get all of it back?

Is this true?

Lenovo return policy reads: "Lenovo will accept the return or exchange of a product in its original, sealed package for a full refund in cases of Lenovo error."

What's a good error I can come up with?

Thanks,

Chris

 

Generally the returned item goes back to Lenovo's North Carolina shipping center.

In any case, within the 21-day return window as soon as one calls Lenovo to get an RMA, one has 10 days to return the item. So if one hasn't yet taken possession of the item, it makes little sense to RMA it.

What I've done myself and what I'd suggest to others is to wait until the item is received, then call Lenovo to get an RMA, then ship it back to Lenovo. It takes about 2 business days to process an unopened return with an RMA.

 

The return policy is ambiguous and people seemed to get different results regarding the restocking fee for unopened items.

Sometimes it's really difficult to get reliable information from Lenovo.

 

Given your circumstances, cancelling the order while in production, and them telling you that you can return when rec'd, I think you have an excellent case. On these boards, that seems to be standard procedure. I would excercise your rights. Get your CC company involved. Tell Lenovo you will be contacing your state's board of consumer protection (or similar) and the Attorney General's office and that you will go all out to punish them for deceptive business practices. I once did this to Jennifer Leather (aka Jennifer Convertibles) and played a role in breaking the company's back on it in 2 states. It was an all out "jihad" on a bad company. Bad companies deserve bad publicity in the marketplace and to be fined and punished.

 

Very well said BaldHillsTrojan. It's the consumer's money that's being played with and with that said, bad companies that need to be publicized and the only way to do that is to take action. Exercise your rights.

 

I have a question on similar issue, what if you open the box, and see that your config is totally different from what you've ordered, would they exchange it?

 

There is a configuration list outside of the (inner) box. Check it before you open the box. If it turns out the machine itself is different from the list, I think you should have the right to return/exchange it without incurring any restocking fee since it's definitely Lenovo's error.

 

what do you mean inner box? I just checked the box that was shipped to some one else, but it only has the shipping info....

 

Not sure what he means either but you should be able to compare the list on the outside of the shipping box to your invoice. Also, can compare the packing list to both. The packing list is a little confusing though. BTW it is highly unlikely that the machine inside would not match the outside list.

 

The packing list outside the box is VERY confusing. I bought a t61p that was advertised to have a WWAN card. It didn't but it listed every piece of the antenna system which suggested that there was a WWAN system in the box. But unless you were an expert on reading Lenovo-ese you'd never really know.

 

Back to the original issue, some additional toughts to help the person who started the thread.

1) Tell them you are mad and will not but run around. Be polite but firm. Elevate your voice and escalate your point up the chain of command.
2) Ask where the rerturn policy is stated on their website.
3) If not stated on their site, then pursue/cite legal rights. Use legal terms such as "reasonable man" clause. Means a reasonable man would beleive had a right to return something within 21 to 30 days. Cite Dell's policy and others and reasonable man would beleive they offer the same. Use words like "industry standard."
4) In some states, consumers have protections they dont even know about. For example, some states have provisions for buyers remorse. In Cali, one can return a mobile phone within 14 days due to buyers remorse. no questions asked. Check your state laws.
5) Leverage consumer resources. The BBB almost always gets the job done and they are a fair intemediaray that will champion your case if they agree that you were raped by a big corporation with a slick online or mail order operation.
6) Use the company's ambiguity against them but positioning it as intentional. Interntional to hurt the little guy but the enterprise customer is able to return at will.
7) Push hard and be relentless. Very important. Be relentless and very very assertive in pushing your case.

 

I've done this before. Two ways.
1. Dont accept package and call them to cancel order. It should be easy.
If you accepted it already and it is sealed, you can still call in and return it w/o restocking by calling them.

2. If they're giving you a hard time. Go to Better Business Bureau and file a complaint and Lenovo representative will contact you very soon.

EDIT: In your case Renee, if your item is different from what you ordered confirmed by the email you received from lenovo, your argument is very valid and should have no problem. And again, the BBB would get them to act quite quickly. That's what I did.

 

they are right to reject your claim

Full refund in cases of Lenovo error.


This is not fair for the company if consumer order and decide to go for a higher model

 

When I received my X61 last week, the laptop was in a Lenovo-branded box and that box was further inside another box (where the shipping label was attached).

The inner (Lenovo-branded) box has a component list on the outside.

I think by unopened it means the inner one must not be opened.

 

Before you place your order you have to check off "I have read and agree to the terms and conditions agreement" line. There is a link and you can read that agreement. I opened and saved the doc a few weeks ago.

*3. Return Policy* For a new Product that is unopened and still in its sealed package, you may return it to Lenovo for any reason within 21 days of the date of invoice and obtain a refund or credit. Lenovo does not provide refunds or credits for portions of a packaged offering provided at a single price or for preloaded Programs installed by Lenovo. You may return the complete package for a refund or credit. To qualify for this credit or refund (as applicable), you must call Lenovo at 1-866-42-THINK (1-866-428-4465) to obtain a return-authorization form.

 

To csj0952,
I'm in the same boat, I ordered a R61 14.1 WXGA on Feb. 1 and later found out that Lenovo's screen res. was 1280x768 instead of the more common 1280x800. I talked to the supervisor to cancel my order but it's already been shipped (Feb. 4). Yes, they said they will charge me a 15% restk fee REGARDLESS of whether I refuse UPS shipment or RMA unopenned.
I called my credit card and it's not sounding good. I then filed a complaint with BBB (Lenovo, Atlanta, GA) just now.

PS..I'm actually impressed with their quick build time (~1 day from order, for my spec: upgrade cpu, hd, and dvd dl), but very unimpressed with their 2/27 build date...because with that date, sometimes people can order it on Friday and they might change their minds over the weekend and may assume that they can cancel it on Monday.

PSS..I'm impressed that they built mine on the weekend

 

I found this here: http://shop.lenovo.com/SEUILibrary/...=/All/US/Shopping_FAQ/solving-problems#return

Return products

Lenovo will accept the return or exchange of a product in its original, sealed package for a full refund in cases of Lenovo error. Returns allowed for any other reason will be subject to a restocking fee equal to 15% of the purchase amount. All returns must be initiated within 21 days of the invoice date. Lenovo does not provide refunds or credits for portions of a packaged offering provided at a single price or for preloaded programs installed by Lenovo. For service and warranty issues, contact warranty support at 1 800 426 7378. For inquiries relating to third party (non Lenovo) products, contact the third party directly.

To initiate a return, contact 1-866-428-4465 to obtain an RMA (Return Merchandise Authorization). Any authorized return must include the product and all accessories in the unopened original packaging, along with all documentation (including invoice, RMA and original shipping label), and must be received at the Lenovo National Return Center within 10 days of obtaining the RMA. Incomplete returns will not be accepted for any reason. Returns that do not follow these steps may be refused by Lenovo, and customer assumes risk of loss and damage for packages returned without an RMA. Please allow 8-10 business days after the item is returned for the processing of your credit.

 

Also, please note that when you made the purchase, in the terms and conditions link was a return policy that reflected your order for a CTO item. This return policy is not that same as nettalker is quoting (the one nettalker quoted only applies to prebuilts). In the "terms and conditions" at the end of the purchase, it plainly says they can chare you a 15% restocking fee on any order, returned for any reason, unopened or not.

 

Hrmm? All the WXGAs I have seen were 1280x800...

 

The language has been changed to "Lenovo will accept the return or exchange of a Product in its original, sealed package for a full refund in cases of Lenovo error." So they must have made the change not long ago.

 

Not any more.

 

initiate a chargeback

 

Charge back would likely fail since the OP agreed to terms in which he was told there would be a 15% restocking fee if returned for any reason other than a Lenovo error. I suppose you could claim the Lenovo error was the rep on 1/2/08 telling you bad information...

 

Well, just received BBB complaint case number...As for their terms, most people would probably just read the first line without fully registering the "in cases of Lenovo error" part.

As for my case, the laptop is actually sitting in the UPS warehouse in Hong Kong...they could easily void the shipment and not drag their customers into future return shipping cost and restocking fee.

Also, it could be said that Lenovo's error is in not recognizing that common WXGA 14.1" screens are of 1280x800 res. and since all of Dell's, HP's, Bestbuy's, etc's WXGA are of same resolution, there's no good reason to assume that Lenovo's is not of said resolution.

So OP, what's your status?

 

Yes, Lenovo's 14.1" WXGA is 1280x768, confirmed while talking (not arguing) to the sales supervisor.

I'm still actually like Lenovo. They made a good first impression on me with their fast build time. My complaint is just with the WXGA.

 

Slight correction, Lenovo's 14.1" WXGA is 1280 x 800.

 

I swear I am using one right now and its 1280x800. Who the hell told you it was x768???

 

To ocellaris and Arkit3kt, you both just made my point that my ordering of the 14.1 wxga R61 was of Lenovo's error, misleading me, you two, and others into believing that the 14.1 wxga R61 screen is of 1280x800 res., when in fact, their **R61 14.1" wxga**, once again Lenovo's **R61 14.1" wxga**, has 1280x768....not T61's 14.1 wxga, but R61's 14.1 wxga. (my emphasis is for emphasis's sake, not to offend/annoy anyone).

Here's the R61 spec:

14.1" WXGA(1280x768, 185 nit)
14.1" WXGA+(1440x900, 200 nit)

Here's the link: click on 14.1" R61's "datasheet" (in pdf) just below "View Models"
http://shop.lenovo.com/SEUILibrary/...-category-id=52A252555D554F338EB4B3178B3B6554

Alternatively: Lenovo.com-->notebook-->Thkpd nb-->R series-->R61 datasheet.

I believe that throughout my posts, I not once has misled anyone into thinking what I posted applied to any other notebook than that of the 14.1 wxga R61. On the other hand, Lenovo has misled me, and clearly ocellaris and Arkit3kt.

 

Thats a typo in the specs is all that is, then its repeated because some office person copies and pastes the wrong info. It would cost Lenovo a ton of extra money to get non standard resolution WXGA screens made. You are really digging into this too much. Lenovo is not making special low resolution screens to screw people on. The T61 and R61 LCD panels are the same.

 

Perhaps a copy and paste error from the Z60t which did have 1280x768. I haven't seen the R61, but the T61 I did see was 1280x800 and as noted the T and R use the same panels.

 

First ocellaris **wink wink** to get on your good side**wink wink** I shall proclaim my love of Lenovo, i.e. I'm planning to order the 14.1 T61 with the new 15% off coupon, will end up being better spec than my oringina R61.

Now ocellaris, that spec also applies to both R61 and T61 14.1" wxga. (same link as above). I only wanted the common 1280x800 because I have an hp dv2718us from officedepot and am very impressed with that res....as for the 1280x768, I have no experince w/ that res....so common sense dictates that I should stick to the common 1280x800 res.
To be fair, ocellaris, not once did I say I disliked the slightly lower res...only that I was disappointed the r61 did not come with the more common wxga res....also I have no experience with the 1280x768 res...and for me to dislike it sight unseen is absurd, thus I prefer to not shell out 133 dollars on restkg fee to open the box just to end up not liking the slightly lwr res.

 

Zaz....instead of speculation, why not just click on the link and check out both the R and T61's datasheet? Not only the datasheet , but a sales rep supervisor even acknowledged the lwr res of their 14.1" wxga.

 

Are you sure it's not 1280x800?:

Tabook

**January 2008 - Version 334**

 

Sales reps just read the spec sheets. Also supervisors will just go with whatever information they have as well, because then its not their fault when they are wrong. Seriously, its not x768 for the R61s, I've seen and used them, you can direct swap the panels with T61s.

 

apparently we have plenty of Lenovo worshipers, so as I am also about to be a T61 14.1" owner, I need you guys opinion: Why is Lenovo having these 10-15% off sales ("stackable" with their sale laptops)? As a consumer I love discounts, but the "mystique" of T61 somewhat diminishes when it can so easily be obtained. Any thoughts on these weekly sales from Lenovo?

 

sorry ickysmits, request page number so it's not a chore to look through all those pages...thanks

 

People are just more likely to buy things on sales. Go to any major manufacturer right now, almost all of the PCs will be under some type of sale.

 

ocellaris, point taken, thanks for the info.
but honestly, a 768 vs 800 is not really much of a difference spec sheet wise, but does it worth 133 dollars to find that out in person....?

 

but Thinkpad T's are really one of a kind...it pack all the engineering: rollcage, spill holes, efficient cooling system design, the thinnest....I admit that when I first ordered my R61 it was due to Thinkpad's founded "hype".....but to obtain it now so relatively cheap w/ a t8300 core2duo does take a little "specialness" out of T61s.

 

I can't argue with what's on the datasheet, but it is my opinion that it is wrong. I have seen the T61 which was 1280x800. As I already stated they use the same panels. I don't know how it could be any different. The reps don't know much anyway. They do what they're told.

 

but T61's 265 off plus 15% off is ridiculous as is HP's 500 hundred off...

 

Page number? Try page 55 or 56. You should find your model number from the bookmark on the left of the PDF to be accurate. I can see why everyone is confused, the Tabook has been out for a long time and most people go by those specs.

 

Zaz...my argument only comes from the datasheet and the sales rep super., so I guess I just have to go to a b&m and find a t or r61 14.1 wxga and chk out the res...or if n e 1 has a 2007-2008 model, could u guys confirm the res.?

 

I will personally mail you $13.30 if you get a 768 panel.