Lenovo Shipping Troubles

Hi guys,

So as many of you may have read, Lenovo tends to have their fair share of shipping troubles. Unfortunately, I'm one of the unlucky ones.

After waiting a couple weeks, I emailed Lenovo to ask for a tracking number. Upon receiving a number, I noticed that the shipment referenced was actually two packages being shipped to a different province.
After contacting Lenovo again, they informed me that their shipping center messed up and sent both laptops to a different client. But they attempted to contact him to refuse the laptop which was not his so that it would get returned to Lenovo who would ship it to me.

Today I check the status again, and see that BOTH packages were delivered and signed for. (Not by the other laptop purchaser though, this was someone else, wife possibly)


I'm not entirely sure what to do from here. I understand that it may be a small mistake which resulted in this conundrum, but I would hate to get any less than I paid for.
Seeing as it's the weekend and Lenovo offices are closed, they can't sort anything out until Monday.

It's fairly reasonable to assume that whoever has my laptop now would probably open it up to play with it over the weekend, possibly with the intention of keeping it.

Given this assumption, I would not want a laptop that has been used over a weekend by someone else, then shoved back in a box so that it may be shipped to me. It defeats the entire purpose of purchasing a new laptop because half the fun is the unboxing.

Am I being unreasonable?

How much do you guys think it would be fair for me to ask for? I already asked to be upgraded to expedited shipping but the rep said they would just forward my email to the shipping department.
At this point, I'm not expecting to get the laptop for at least another week, considering they have yet to be able to contact the other recipient of the laptop, and from there it would have to ship through their distribution center...

This is a pretty massive inconvenience, which I feel should come with some compensation.

Anybody have any thoughts/comments? Any Lenovo reps that could help me out? I'll probably be calling them on Monday morning.

 

It really depends on the other person. If the other person is unethical, he just might try to keep it. If he's ethical, he'll leave it boxed up and return it. Lenovo MIGHT offer you something like a $100 refund as a compensation, or a free return + reorder.

 

That seems pretty reasonable.

What would you do if you were in my place and eventually recieved a laptop is seemingly unharmed condition, but it's been totally taken out of the box, battery put in, and mildly used, then wrapped back up and placed back in the box? (It's nearly impossible to rewrap things as they were from the factory so it would be pretty obvious)

 

I don't think it fits nicely in the box with the battery in (9 cell models anyways) in the first place. But if that was the case, I'd demand an exchange from Lenovo as it is their fault and a monetary compensation on top of that for wasting my time. Especially since, from what I've heard, Lenovo will offer you a return with no restocking fee and then placing another, identical, order with the same price instead of a direct exchange (same effect, but more troublesome).

 

That's exactly what I was thinking, I'm glad I'm not thinking/asking of too much (more than anyone else would).

Has it been heard of to have orders receive expedited shipping? This particular computer is a CTO so I'm already waiting 14 days before it even ships.

(Edit: Their time to ship went up to 14 days since i ordered initially)

 

Expedited shipping only applies once it touches down in the country of residence from what I hear. In the case of the United States, it will get to your door within like 3 business days of crossing the border anyways, so expedited shipping doesn't actually speed things up. In Canada, the same holds true, except they arrive in Canada a LOT later as there are less orders in Canada and they batch ship (my W520 took 11 calender days to actually arrive at my house after it shipped, about 1 day was actually spent in Canada clearing customs and making it to my house).

 

For this one, I ordered on June 19, It shipped on June 30 (11 days, although the site claimed within 9 days, no big deal though), UPS in Canada received it on July 5 (16 days total), and it was delivered (to the wrong house) today. (19 days total)

So yeah, the batch shipping is a pain. Ideally, they would pull my order to the front of the assembly line and then just UPS it directly from China, then it would arrive within a week, I'd say.... but I highly doubt that would happen.

 

Prioritizing your re-order isn't that unrealistic (if you need to re-order), but the direct shipping is either unrealistic or would cost you your monetary compensation. Shipping to a major city in Canada within 2 business days of shipping from China is probably feasible, it might just cost an arm for a 10lb package.

My order shipped on Friday (April 29) after I ordered on Sunday (Easter weekend, April 24), and I got it on May 10. So, 16 days total. The site said that it would ship it out within 9 business days at the time, too.

 

There is no debating what the other person may or may not have done with it if it was open. If it was open, I wouldnt accept it, PERIOD. You paid for new...not new used, open box, or anything else along those lines. I do not think that is unreasonable in the least. Now if they provided enough incentive, I probably could be convinced to keep it if it was opened.

 

Should I still sign for and accept the package, then call them to talk about it? Or should I just return to sender?

 

I'd take a good look at the tape on the box. If it looks like it's been previously opened, I would reject it. If not, I would sign for it, then contact lenovo and work on getting exchange if it turns out it has in fact been used. It will be very obvious if the laptop itself has been opened as I dont think anyone is getting it out of it's bag without tearing the red sticker very easily if it's even possible.

Anyhow, I dont think you are going to get it sent directly from where it was misdelivered. It would be one thing if it had your address and ended up at the wrong house...but I seriously doubt it would make it all the way to delivery in another province with your delivery address on it. Chances are it has a different address on it...or possible it was never yours to begin with and they just gave you the wrong tracking number. At either rate, if it didnt have your address on there, it's not ikely they can just pick it up, slap a new address sticker courtesy of lenovo on it, and forward it to you. Chances are IF they manage to retrieve it, it would be straight up return to sender, where Lenovo would have to turn around and reship it back out if they havent reshipped you another one already in the mean time.

 

Just playing devil's advocate here, but if Lenovo gets their hands on it again, and it was used, they could just clean it (physically and software wise) and then put it in a new bag and box and stuff and you'll never know that it's been used.

 

Can Lenovo Power Manager check battery charge cycles?

Them doing that would suck pretty hard either way though. Although I wouldn't complain too much if they compensated well.

How much damage could really be done in three days? It seems that if it's enough damage, it would probably fail within the two years I have it under warranty... (1yr+a second year with the Mastercard it was bought on)

 

Yes, Power Manager can check battery charge cycles. And last time I checked, baseball bat + laptop or 3 foot drop + laptop or glass of liquid + laptop can cause a lot of damage in just seconds. I wouldn't worry too much, though.

 

But what I'm saying is all those things would be pretty obvious out of the box.

Although if I sign for it, lenovo can pull the "You have no proof you didn't do it" card.

 

They should have all of your things on file, no ethical big corporation would pull anything like that.

 

Ok, thanks.

We'll see what happens tomorrow, I'll call them in the morning to see what their plan of action is.

 

With my work schedule, calling them in the morning is proving to be difficult (I would need to get up about an hour early to call before work because they close by the time I get off (I'm on the west coast)

I emailed them today and got no reply. Not good.



Edit:


It came in today. Guess they just gave me the wrong reference #.