Lenovo bad!!! customer service

Wow This guys really suck, so i placed an order on friday, called 15 minutes after the order was placed to edit the order, and they told me that they have to cancel the order, then i say ok... Then they tell me that it will take 3-5 days for the order to get cancel and that it may not even get cancelled, called about 5 times about this and every time i speak to some one they tell me that they dont see the notes from the previous cancellation request... I contacted them by chat, and they denied to send me an email stating that they requested cancellation... Called again and they dont see my previous calls nor they see my chats... WOW this guys suck... after my order gets cancelled going some where else... Lenovo is erased from my manufacture list... eMachine had better suppor that lenovo..

So 6 calls, 2 chats, 1 manager and still dont know whats going on with my order... as far as i know it is still active... their online order status doesnt show the order as cancelled...

 

Lenovo Direct order-processing system isn't the most reliable beast, apparently. Call your CC and cancel the transaction, if still in doubt.

 

LENOVOS CUSTOMER SERVICE SUCKS

"Call back tomorrow during our business hours 6am to 9PM for technical support for ThinkPad laptops" ARE YOU SERIOUS? YOUR WEBSITE SAYS 24-7, WHAT A BUNCH OF LIARS AND DECIVERS

 

I know it's really silly, but you can't cancel an order. I even called immediately after ordering a X230T and even got a cancellation confirmation email. However, they continued to build the machine and finally shipped it with extra warranty that I added. So I suggest you just get a case number and rep ID, and call back once you receive the item. Stop wasting your time because they will ship it out no matter what.

For me, by luck, everything worked out great because the order that I was trying to cancel had no defect while the new order was defective (x230t standing on 3 feet). I returned the other one for full refund, but it looks like it takes 2 weeks to get a refund. Today (Monday) 8:30AM PST, it took 30 minutes to speak with Post Sales to ask what's going on with the refund, and they said the laptop portion was refunded on Saturday while the warranty portion wasn't, so they put another request to refund the warranty too.

 

The instant you place an order its not cancelable, as it enters production immediately. Just the way Lenovo rolls.

It will ship. Call them when you receive it to arrange a return.

Sent from my XT910 using Tapatalk 2

 

Personally I've dealt with them a few times including recent cancelations and it went very smooth. I've always used chat.

I would not hesitate to purchase direct from these guys at all.

Just my own experience.

 

How recent was it? Did it actually get canceled?
If you try tracking the progress of the your order and it shows something like "Released to manufacturing" or "order in process", then they will ship it out.

It's not that bad since OP can return it later on with no restocking fee since he already tried to cancel the order. But the funny thing is that Lenovo has no record of speaking with him. That is ridiculous.

 

Agreed, my experience with Lenovo is also positive, especially the Thinkpad group, I can reach a live person even on weekends.

 

Yeah, Post Sales is where it's really hard to reach, obviously since they are in no hurry to improve customer experience for returns.
Tech support in Georgia is usually really quick and easily accessible 24/7 for Thinkpad lines.

 

what number did you use to call them to cancel? I have a Barnes&Nobles gold account and there's a special number for me that is not the regular Lenovo number. I called that and got my order cancelled smoothly

 

Last Thursday and Again Today

I got a confirmation by email before the chat ended last Thursday or so [only a few hours into process].

2nd time TODAY (which is very late into the process) she said 24-48 Hr's and she did email the transcription (good reason to use Chat) and said (her words) that since you did try to cancel if I have to ship it back there would be no restocking fee and said she would take care of the return personally and gave me her email.

You can't ask for more than that !!!

 

Really?! This is IMPOSSIBLE. You cannot reach any customer service or the so called 'post sales support' on weekends as they are closed. The only thing that will be working on weekends is SALES and you can talk to people from the US over the phone or outsourced people over chat and the second you mention anything about a previous order, they will tell you the automated message to call post sales support on Monday.

 

I have to say Lenovo doesn't seem too interested in selling me a Carbon X1C. I filled out a web page request last week for a quote. No response. Called up their higher education number today (this would be through a University in the US.). Only want to buy one laptop? Not interested (that wasn't the case with the last Thinkpad I bought, or with HP/Dell). But will pass your request onto sales. Yet to hear from them...maybe tomorrow?

 

Are you referring to technical suppport or post-sales support? If it's the former, that runs 24/7 and is probably what hmmwv was referring to. I've only had positive experiences with them. If you're referring to post-sales support for orders, yes, that is only reachable during normal business hours M-F (9AM-7PM EST). Sales is available M-F (9AM-9PM) and Sat/Sun (9AM-8PM).

I don't see how any part of that is non-standard practice. In any case, all hours are freely available and listed here.

 

High chance they will ship it out. Here's what my cancellation email looks like:
---
Date: 7/27/2012
From: [email protected]
Subject: Cancellation notification: Lenovo order 4242049xxx
Body: ...We are contacting you regarding your recent Lenovo order, number 4242049xxx. Unfortunately, we were unable to complete your order, and it has now been cancelled. The product(s) will not be shipped and you will not be charged for this order.
---
Date: 8/2/2012
Subject: Shipment notification: Lenovo order 4242049xxx
Body: ...All or part of your order has shipped. In some instances your order may be shipped from more than one location, which will result in multiple notifications. You will only be invoiced for products that have shipped.
You can track the status of your order online by visiting Order Status.
---

I received two X230T on 8/8/2012.



Again, tech support is 24/7 and very good. But yeah, contacting Post-Sales is PITA.

 

This is correct. I've called technical support at all sorts of odd hours.

IIRC sales support and technical support are handled by two completely different groups. The latter is (at least in the US) outsourced to IBM. The former is... I dunno. Likely not IBM, but I have no idea.