Lenovo Return Experience

I bought a W520 originally from Lenovo and loved it. However I really prefer smaller laptops and purchased it mainly for the GPU that it came with. After reading about the eGPU experiences, I decided to return it for a T420s and use an eGPU as my graphics needs would be at home and I would prefer slimmer and lighter while traveling.

So I called Lenovo to return the laptop and they OK'd the RMA without question. I sent the laptop back in and never heard from them. A week after they received the laptop (FedEx tracking showed it delivered), I called them up to ask if they actually had the laptop and why I hadn't received any sort of notification. They did receive it and I guess they don't acknowledge that automatically via email. Then I asked about the refund and they said it hadn't been entered into the system, so the rep entered it for me at that point. He said it would take 48 hours to process and then 10 days to receive the refund, minus the restocking fee. I wonder if they would ever have entered the refund into the system if I hadn't called?

Ok, 3 days later I have my refund - only visible via the AMEX site since again, no email or acknowledgement of the action. Well, I need a receipt for my purchase protection through AMEX. So today I called them up to ask for a receipt and was offered nothing but rude responses and a statement that they don't give receipts for returns.

Thankfully when I called AMEX to request the refund of the 15% restocking fee, the lady on the phone said she would submit the claim and asked me to send the purchase receipt with my AMEX statement showing the amount refunded. While that doesn't mean the claim will be approved without the return receipt, she was at least very friendly and understanding about the problem. Hopefully the claim will be approved without that extra receipt - I did post on the Lenovo forums asking about it in the meantime.

My experience with Lenovo so far:
Sales via U.S. office (North Carolina) - Excellent
Returns via foreign office (assuming India) - Horrible
Tech Support via U.S. office (Atlanta?) - Excellent (though this is from past experience at work, not recent)

Their foreign phone center needs some work with customer service.

 

Dealing with foreign support is always a big negative....the rest seems pretty par for the course. Seems like most businesses are quick to take your money, but slow and/or lack communication when it comes to refunding money or exchanging product, so no surprise there. In fact I have learned with RMA's to just expect lacking communication, slow refunds, etc. I'll check tracking to make sure package was recieved, retain that info, and just let things be untill there is no question it's been to long, like weeks later, before starting to poke and prod about what's going on. 99% of the time it works itself out just fine, just sometimes slow, vs stressing out trying to find out why I havent heard anything from them and such. With the 15% restock...that should of been expected since it is a company policy for returns with no real defect. While some people may argue ethics about you trying to get that refunded, to me, if you can get that refunded, good for you, and def no harm in trying, but you should at least just consider that as bonus and not hold it against the overall process if you didnt get it.

 

I knew about the 15%, however AMEX provides protection for that on all purchases made with certain cards of theirs. I don't see any ethical issue in using the insurance they provide to get back the restocking cost on any return - especially since I pay a yearly cost for the protection.

Also, the tax was not refunded at all which seemed odd.

 

I dont either when it comes to restock. Some people do for some reason though. The tax thing is odd though. I wonder if maybe amex will take care of that as well under that protection provision....like x amount spent on the purchase at that place thus that same X amount refunded for total return regardless what the breakdown of overall charge was.

 

The protection maxes at $300/claim which is pretty much the 15%. But $300 is better than nothing .

For $150/yr, that AMEX card has saved my butt a ton of money over the years - and they always have my back on purchases.

 

I did not know about that service from AMEX. which card do you use? I have the blue cash...

 

Gold Plus, but you can get the service on any card with higher return ceilings as a paid for extra (I think $600/claim instead of $300).

Assuming you use it, it pays for itself. In my case my card is 150/yr, I already made more than that in points, plus it just saved me $300 and another $80 on a previous return this year.

Also if the company won't take the product back, AMEX will take it back within 90 days of purchase and refund up to the same amount as the stocking fee protection. You file the claim, send them the receipt, and once approved you mail them back the product and they credit you the amount.

It's all done by the insurance side of their company.

The number for that department is 800-322-1277.

 

That is so unethical it is not funny. $150 to cover all the buyer's remorse. I am going to apply for this card too.

 

does Australia have similar services?

 

It's not really unethical. You're taking a risk buying anything sight unseen. You're paying for insurance to mitigate the risk. The insurance company is betting on most people not needing the service, so they still make money off the premium. The people who purchase something that doesn't work out for them are able to return it for what they want. And those who don't need it can still have the service for peace of mind or opt out of the service.

There are limitations on the insurance, 4 claims/year, 300/claim for gold plus cards, 600/claim for those who buy the extra service.

 

Um... that's like saying you have car insurance, there was hail damage, and you made a claim...

There is nothing wrong with using return protection if that is something the credit card companies are willing to offer and you are willing to pay for...

 

Implying that your ethics are right, and Lenovo's are wrong.