Lenovo having issues with UPS Tracking

GUYS WE HAVE AN UPDATE!~

Mark on the forums.lenovo said that their supply chain is investigating!@


WHOOPS, didn't we know that days ago?

damn, ahh where is my x61?!

 

In the past few days, every time I called, they said they will investigate and call me in 24 to 48 hours. Now so many 24 hours passed, do they have anything to explain this issue?

Lets hope this time they are serious.

And thanks Mark for providing helps.

 

I honestly think Mark is the only one who will/can help us with this issue!

 

yeah I think mark is the only one that can help us too lol...


even though we really have no idea what is going on.. merry christmas guys...


DUDE URE GETTIN A DELL ..

LOL

 

So this might be some encouragement.........I had a TP shipped to me on 10/27. It didn't show up at my door until 11/02. Because of the weekend, there were 5 business days from factory to door. If you count the 11th as the first business day, monday would be the 5th business day. Just trying to be optimistic about this I guess and will hope to see it on Monday.

 

Have a sweet dream, guys. Wish tomorrow will be better

 

Spoke with some a very rude rep in the "sales support" department who said that the warehouse had "issues." Also said that the package probably didn't leave yet or it might have, he doesn't know, but the tracking # is wrong. He then said he doesn't really know anything, and he can't "make up a tracking number."

Going in circles Lenovo?

 

So I just called UPS to ask if they have any updates on my tracking number and they told me that they do not have any package with my tracking number. (This was after lenovo insisted on Saturday that the problem is with UPS and not Lenovo).

I then called Lenovo to tell them that UPS did not have my package and my indian phone partner told me that lenovo was currently having problems with shipping and that all the packages should STILL BE IN THE WAREHOUSE IN CHINA (dont worry its safe there). I asked why my credit card would have been billed last week if as of today the package was still in the warehouse, to which she replied that this was standard billing procedure. The last I heard was that they had a "dedicated" team trying to resolve this and that the package would be shipped as soon as this is resolved.

 

Hey guys, Hope you are having a good monday.

I called Lenovo today to another clueless rep who even asked if I had checked my UPS tracking number, lol.

I ended up getting to a supervisor who was really nice and cool. He made it aware that they knew which warehouse and what was going on. He said the tracking numbers on our orders are in fact incorrect. Moreover, he went on to say that it is not the fact that the actual wrong tracking number was scanned to our order. It is the fact that the tracking number assigned to our order is wrong.

He said they have shipped out and it may even get here today. Obviously it isn't... since it is 1pm pst, but he told me he would take full control of the order and monitor the situation very closely. He also said that he was going to email me now so that I can update him since I am leaving thursday back to LA for xmas break. He said if I hadn't it received it thursday to email him in the morning so he could reroute it to me in LA. He was helpful but I hope I can trust the fact that he said it has shipped.

As well, what is extremely funny is that he specifically requested that I do not put his email in the forums. He said please I beg of you, with a chuckle. Because he was cool and nice I won't... unless thursday comes along and no thinkpad MUHAHAHAHHH!

Damnit where the hell is my laptop FUDGE!

 

Odd that so many people are having this problem, I ordered twice and everything was very fast, I am very satisfied with the speed of service. I ordered my X61t on December 11th, it was shipped on December 16, the tracking number works perfectly. The same thing happened with the X61s I ordered on November 26th, shipped on December 2th, tracking number was working.

 

UPDATE

Spoke with a LEVEL 2 rep @ Lenovo who was WELL AWARE of the issue. Apparently the tracking #'s are wrong because the addresses associated with them are/were incorrect and they had to PULL THE ENTIRE SHIPMENT from shipping. It's 500 X series units that are delayed. THEY HAVE NOT SHIPPED! Anyone who says so is incorrect. They are still in China and are working with UPS in applying new tracking #'s with the correct addresses to the packages. They told me this will be completed by Monday the 24th of December and they should all ship out by a few days after Christmas. WHAT A LOAD OF ****!

Pathetic! Not even an apology. I even asked why didn't you e-mail the other 500 or so people about this and why are they left in limbo? I've spent hours on the phone trying to find out the truth to this situation and nobody has done a damn thing to assist me. I had to do all the calling and follow up. My own damn rep hasn't returned any of my 5 calls and voicemails.

 

noooooooooooooo please dont say that!

can we cancel and reorder guys?

 

I've heard e-mails will be going out with updated info tuesday or wednesday. Things are in motion...

 

I will be out of town from this Saturday, do not want to see 3 notes on my door says the shipment has been sent back since we can not reach you. Anything should I do? (I assuming Lenovo can ship them out before Christmas, am I too optimistic?)

 

I feel you'll all receive your notebooks before Christmas.

If you're tracking your shipment until it arrives at UPS, you can call them and inform them that you will not be home and to hold it for you until you pick it up. If you are not home to provide a signature, they take it back to their station for you to pick up, they don't send it back to Lenovo.

 

After three attempts they keep the shipment for 5 days before returning to the sender (or in Lenovo's case, the return address in NC).

 

Hey guys,

Since most of you guys are UPS pros, what are your suggestions for the following:

I'm leaving thursday night from San Diego back to LA for xmas vacation. I'll be there for 2weeks or so and really need my laptop. How would I be able to get the laptop rerouted to LA if it does ship this wed or so?

Thanks guys

 

My tracking number is valid now! What is express service?

Status: Billing Information Received
Shipped/Billed On: 12/18/2007
Service: EXPRESS
Weight: 3.00 Kgs

 

Same Here .... Awesome !!!!!

Express = we should have it by Friday .. but I'd say Thursday maybe

 

No Way No Way No Way Lemme Check Mine!@#!@#

 

UPS could not locate the shipment details for your request. Please verify your information and try again later.

Enter up to 25 tracking numbers, one per line.
>>> Tracking Numbers:
1.

By selecting this box and the Track button, I agree to these Terms and Conditions .

 

Why does this happen to me?!@# =\

 

Just wait... I'm sure it'll be updated within hours. They're processing them as we speak I'm sure. It's only 12:39 PM there.

 

no change for me either :-/

 

It's on its way!!!! Check your tracking #'s!!

Thanks Mark @ Lenovo !!

Tracking Number: 1Z ******************
Type: Package
Status: In Transit - Rescheduled
Rescheduled Delivery: 12/20/2007
Shipped To: RI, US
Shipped/Billed On: 12/18/2007
Service: EXPRESS
Weight: 2.50 Kgs

Package Progress
Location Date Local Time Description
SHANGHAI,
CN 12/18/2007 8:53 A.M. ORIGIN SCAN
CN 12/18/2007 12:02 A.M. BILLING INFORMATION RECEIVED

 

Type: Package
Status: In Transit - Rescheduled
Rescheduled Delivery: 12/20/2007
Shipped To: SAN DIEGO, CA, US
Shipped/Billed On: 12/18/2007
Service: EXPRESS
Weight: 2.70 Kgs


HELL YEAH ON ITS WAY
X61 BAYBAY1@#

 

Type: Package
Status: In Transit - On Time
Scheduled Delivery: 12/19/2007
Shipped To: SAN DIEGO, CA, US
Shipped/Billed On: 12/18/2007
Service: EXPRESS
Weight: 3.00 Kgs (So heavy? I did not order accessories)

 

Mine is now On Time for an arrival on the 19th as well.

Again, thanks Mark from Lenovo!

 

mine still says UPS cant locate the package! :-(

 

Mine is coming the 19th!!!

God bless UPS!!

Lenovo is bouncing back a little bit. Perhaps it was Mark, our phone calls, or our emails to all the random people at Lenovo; maybe even all of the above.

I'm am extremely happy and satisfied. I cannot wait until I tear the box apart.

SLX, was yours supoosed to normally ship the 13th? Ours were supposedly shipped the 11th, if yours was on the 13th this may be the reason yours is not updated yet but perhaps it will be in the next so many hours.

My fingers are crossed for you. I know what you are probably going through and feeling. I hope it gets outta China!

 

UPDATE

You guys wont even believe this.

Lenovo Canada, a Manager, named John M. called me just right now. He was extremely nice and caring and was fully aware of what we have went through.

He explicitly said, "I was made fully aware of what you have been going through sir." He knew all about me.

Moreover, he was updating me that they have overnighted the laptops express, as well he wanted to send me a gift for my trouble. That is a 1gb usb key from lenovo.

I made it aware that i'd pass but asked if he could pull another year of thinkpad protection at a nice discount or possibly throw it on there for me. He is going to get back to me and was not hesitant for a second to give me his entire full name and his contact information.

Go Lenovo.
They are bouncing back big time. I am extremely happy and satisfied. Now lets just get these laptops powered up tomorrow.

Have you guys got any call? This guy wasn't a regular.

Thank you mr. John.

Dont worry brothers. I definitely mentioned this forum over and over and the x61 community here that has experienced it. He was shocked when I mentioned 500 people because it was a total of 497 laptops errored. He is aware of the forums and you guys. I got your back guys. Maybe you guys will get a call?

 

You're doing a fantastic job h335!

Way to take action of the situation.

 

Mine was supposed to be shipped on the 11th. I called and they said to check my status tonight or tomorrow morning and it should be updated. Keep your fingers crossed!

 

A man from Lenovo named Jonathan also called me and said I'd receive a free 1gb USB key.. cool

nice guy! I'll post pics of the laptop when it arrives

 

Here is something I've written and posted on both the Lenovo and Thinkpads.com forums. It deals with my recent X61 shipping problems The key point is towards the end where I try to make suggestions. We all love Thinkpads are are excited for them. We complain because we care about them and want their survival. If we didn't, we'd all go buy dells(although we'd complain even more after receiving the dell. Different story, different day) I'm sure people from Lenovo read this posts, so anything else you'd like to add would be appreicated, especially suggestions so this headache doesn't happen again(for both the company and customer) --Preduck

Lenovo’s four company values: Customer Service, innovative and entrepreneurial spirit, Accuracy and truth-seeking, Trustworthiness and integrity. With my recent X61 order, I have experienced none of these values. I originally placed my X61 order on 10/26. (order number 2CD89E) I knew there was going to be a small delay with my shipment since I chose to include the dual layer burner. I was told that the shipment would go out before Thanksgiving. When I didn’t get an email, I wrote an email though the online websales email address. They told me that it’d ship 11/26. It didn’t come so I wrote another email. I was told it’d ship on the 6th due to screen constraints. It does not ship then so I make another call. I was told you are still having LCD supply problems and it’d hopefully ship the 15th. I finally receive an email saying my Thinkpad has shipped on the 11th. I receive a tracking number, but it doesn’t work. I call on Friday the 14th and I’m told, “it’s been shipped, but without the correct number”. I’m told they’d send an email to the shipping department and get back to me in 24-48 hours. I hadn’t heard back so I call again Monday afternoon. I speak to a representative telling me it’s been shipped, that an email has been sent to the shipping department, and I’d receive an email with the updated tracking number when it became available. This point troubled me. If a package was shipped on the 11th, shouldn’t it arrive on Friday, Saturday, or Monday? I ask to be transferred to a supervisor. I’m transferred to Jennifer. I explain to Jennifer my situation. She tells me that there was an error with UPS getting the wrong tracking numbers on 500 X6x series Thinkpads. She says they’ve been shipped but are being held. I let her know how extremely frustrated I am at this point. It’s been over a month and a half since I’ve placed my order and no Thinkpad. If it was not for my correspondence, I would have no way of knowing the status of my order. I begin to question her definition of shipped. Is it actually on its way? Did it get stopped at customs? Has it even left China? She tells me that it’s still in China at one of your warehouses, but doesn’t know which one it is. How is it shipped if UPS doesn’t have it? I ask her how a company like Lenovo wouldn’t know where over a half million dollars in merchandise is?? Her story then changes at this point. She then tells me they are in one of your warehouses but can’t tell me which one. I ask her if I can modify my order (change battery size from 4 cell to 8 cell) and I’m told I can’t. Is there any reason to believe anything else being told to me is the truth? I understand confidentially reasons for not telling me the exact whereabouts of mine and hundreds of others, but why couldn’t I just be told this in the first place? What is being hidden from me? Basically I’m told that there is nothing that can be done at this point except wait for new tracking numbers. She tells me hopefully I’d get a new one by Tuesday or Friday at the latest. T
Maybe I don’t understand your company values that I’ve looked at on your Website. Customer Service: We are dedicated to the satisfaction and success of every customer. At no point have I felt that any of your representatives truly cared about my situation. From my numerous emails and phone calls, why didn’t any of them “go beyond the call of duty” and find out why my Thinkpad was taking so long. I’m a member of several computer and Thinkpad forums and it sickened me that people were getting there’s shipped, after I was told you were out of LCD screens and that was my delay problem. Whenever I called, it seemed like everything your operators said was scripted from a book and I was just being impatient about my order status. Innovative and entrepreneurial spirit: Innovation that matters to our customers, and our company, created and delivered with speed and efficiency. I’ve always thought Thinkpads had innovative ideals. This is one of the reasons I purchased one. Delivered with speed and efficiency. If this were the case, I wouldn’t be spending my time writing this letter, and it’d be written with a Thinkpad. Accuracy and truth-seeking: We manage our business and make decisions based on carefully understood facts. I have not received one bit of accurate information from your company yet. I’ve been told at least 3 different shipping dates, all which have been incorrect. Was it your fault that packages weren’t shipped correctly due to inaccurate tracking numbers? After speaking with Jennifer, I was just seeking the truth. Why couldn’t I get it? Why can’t a company practice what they preach for their customers?? Trustworthiness and integrity: Trust and personal responsibility in all relationships. At this point, I have lost all Trust in your company. I have been given wrong information too many times and have been flat out lied to. That trust has been broken. There as been no responsibility taken at this point from your company. Jennifer told me that it was UPS’ fault and not yours. I didn’t ask about the LCD screen, but at this point, I would assume that it’d be directed to a “manufacturer shortage” once again avoiding the blame. There is no personal responsibility, there is just finger pointing towards your suppliers and shippers.
After reading other posts about people’s Thinkpads, it leads me to believe that my whole situation could have been avoided. Why couldn’t my Thinkpad have been built and the DVD writer been sent at a later date? I’ve heard of several people receiving a battery or power supply separately from their Thinkpad. If this had been done, I would have received my Thinkpad weeks ago. If that were not possible for some reason, why didn’t my Thinkpad receive seniority? Others were ordered after I had heard of the LCD shortage but were shipped before mine.
Here are some suggestions that I hope are taken to heart by your company if you truly believe in your values. Improve your customer service and communication. If it weren’t for me contacting your company, I believe I would have never heard about my numerous delays. Maybe hire some “customer service specialists” to deal with situations like mine. They could send emails out and/or make phone calls letting customers know about their investment. Although this is a somewhat subjective topic, I’ve found it difficult to understand some of your representatives on the phone. Actually the last person I talked to, I couldn’t understand 95% of the words he was saying so that’s one of the reasons I asked for a supervisor. If there is a part can is not essential to the computer, why can’t the computer be shipped in a separate order? I’m sure UPS gives you a pretty good deal with the amount of shipping you do. There needs to be better communication about the supply of your products. One thing I see on a lot of the forums is that an option can not be added to their Thinkpad when configuring it and to call to order it. Why can’t all things that are possible be listed with delays noted like the DVD writer was listed at in the beginning. I wish I could have added the 8 cell battery instead of the standard 4 cell but did not think that it was an available option. When I asked Jennifer if it was at all possible to make this change, it was not at all possible although my Thinkpad was sitting in your warehouse. Having someone take a box knife to swap batteries out, recharge my account, and attach the correct shipping number doesn’t seem like a huge request on the customer side of the situation. It’s not like I was asking for a processor change. It would make business sense to let customers build the most expensive thing they can correct? One of the biggest complaints I read about is the lack of service. Many people said they noticed the big change when Lenovo bought out IBM but I have had little experience with IBM support so I cannot comment on this. Just thought it should be addressed.
I appreciate the time taken to read this letter. I extremely frustrated at this point and have exhausted all known ways to track my Thinkpad. I have contemplated canceling my order numerous times, but at this point have decided to hold out for my Thinkpad. I’m an extremely patient person, and I feel that I haven’t made any outrageous requests, but this is certainly pushing me to my limits. I would also like to apologize to Jennifer as I believe she took some of my comments and suggestions as attacks on her and not at Lenovo like I had intended. I do see that people are now receiving updated correct tracking numbers, however I have yet to hear anything.

 

Wow, that was long I read it about half way...cliffnotes please? ...but that is shoddy, I would definitely talk to Mark about this issue on forum.lenovo.com and get alot of compensation for this crappy issue.

 

Your package is in the UPS system and has a rescheduled delivery date of 12/20/2007.



RESCHEDULED.

 

Guys, ordered

8743CT CONFIGURED SYSTEM

42R9315 SBB INTEL CORE 2DUO PROC T7200
46P4166 VBB MICROSOFT WINXP PROFESSION
42R9249 SBB MS WINXP PROF. US ENGLISH
42T6586 SBB 15.4 W SXGA+ TFT
42T6650 SBB ATI MOB. RAD. X1400 128MB
41W2060 VBB 1GB PC2-5300 667MHZ 1DIMM
39T6476 SBB KEYBOARD US ENGLISH
27R0300 VBB INTEGR. FINGERPRINT SENSOR
42T6648 SBB ULTRANAV TRACKPOINT/TOUCHP
41W5788 SBB 120 GB,HDDRIVE,5400RPM
41W5792 SBB CD-RW/DVD-R COMB24X24X24X8
41W1501 SBB INTELPRO/WL3945ABGUSCNLAAP
41W1508 SBB 6 CELL LI-ION BATTERY
39T6442 SBB COUNTRY PACK NORTH AMERICA
27R1769 SBB PSTN CABLE
42T6601 SBB LANGUAGE PACK US ENGLISH

on 12/16 and it shipped on 12/18...

 

Mine still on time.

CA, US 12/19/2007 3:39 A.M. IN TRANSIT TO

 

I just posted this on the Lenovo forum... I've had the same issues as you guys.

Like most of you, my tracking number is now showing as valid as of this morning. It's estimated delivery date is 12/21 (Friday). Thanks to Lenovo for finally getting these on their way.

A couple thoughts...

As I mentioned in my last post, I am leaving today and will be gone two weeks, so I will not get the computer in time for the trip. I'd like to mention that Mark offered to provide next day DHL labels with the shipment, so that my office could forward the laptop to me. I appreciated the effort to find a solution specific to my situation, thanks Mark.

The other comment I have reinforces those left by others here. My main frustration has been due more to the communication breakdown by costumer service rather than an error in shipping. While my representative was very apologetic and sincere, I did not get accurate or full information (I'd prefer bad news rather than no news) and he did not re-contact me following our discussion as he said he would. I was then not able to get back in touch with him... Yes he provided his full name (which is great, thank you!), but his extension did not work. When another rep forwarded me to him (and actually gave his 320 number v.s. the 1-800 number...), the rep came back to me and said he did not except calls from customers. Two other reps reviewed my information but told me he would have to call me back, and that he was currently on break. Finally I recieved an email from him late Monday afternoon, but when I responded, my email bounced back as spam! (I use Gmail). Wow.

In summary:

Having an assigned rep is above the industry standard (especially when we're provided their full name, extension, and email), thank you. However, they did not provide accurate or complete information and they were not accessible. Work on the rep's communication (and language) skills, please....

Thanks,

Lee

 

As of this morning, I finally have a working tracking number.

SHANGHAI,
CN 12/19/2007 9:59 P.M. EXPORT SCAN
12/19/2007 9:56 P.M. HUB SCAN
12/19/2007 9:03 A.M. ORIGIN SCAN
CN 12/19/2007 1:44 A.M. BILLING INFORMATION RECEIVED

I also agree 100% with ldgchicago and all of the other members of the forum. I have also been getting nothing but the run-around from lenovo. Everytime I call I get a different story. First it was "yes the laptop shipped on 12/11, UPS just made a mistake with the tracking number it should arrive soon" then "we dont know where your laptop is" then a few days later "your laptop is safe in our warehouse in china it wont ship for another week". As mentioned above, 2 customer service reps that I spoke to BOTH took my name and number and told me that they would contact me within 24 hours to let me know of the status of my order. I to this day have not heard from ANYONE. Furthermore, the sales rep that I purchased the laptop from Ross Hamill has not answered a single one of my phone calls. Lenovo could have alleviated a lot of the concerns we had by simply contacting us and letting us know whats going on. Instead, we were kept in the dark. Its good to know that SOME people were contacted and offered things for their troubles but ill bet the majority (like myself) were a complete afterthought. Also, after I purchased my laptop, I had been considered upgrading my warranty. However, due to all these problems that ive had so far, Id rather get my laptop fixed elsewhere instead of dealing with lenovo and their lies.

 

I have heard that IBM still does the warranty/service work so it's a separate entity from Lenovo and their sales staff.

 

Mines Out For Delivery!!!! Im Stayen Right By The Door All Day

 

You got lucky as lenovo ships in huge quantities on certain days of the month. You pulled the trigger right before the ship date! Nice job! As well, that's not an x61 so its a whole different ball game and a different warehouse probably....! Enjoy

 

I finally have a working tracking number. It shipped today 12/19 and is scheduled to arrive on 12/21. I'll be shocked if it gets here by then, because I'm sure customs is overloaded right now. I'll believe it when I see it.

 

Ya T61s seem to have laptops churn out like butter there unlike the x61's

 

Preduck have you talked to mark yet about your situation? More than a month and a half for a configured laptop is outrageous especially if other people on this forum have ordered theirs later and received it prior.

 

Omg Mine Is Here, Just Opened It, Loaded The 2gb Additional Single Module Sodimm And Wow Its Starting Up, Gonna Post Pics In A Little!!!!

This Is Themost Beautiful Machine I Cant Believe It, All The Pictures Ive Seen On The Net Cannot Describe How It Is In Person...

This Is Fire!!!!

 

Haha, you make me laugh.

You can change your siggy now.

 

h335, congrats. Hope you enjoy it. This is the response I received from mark posted on the lenovo forum.

Preduck -

By it's tracking number, your order appears to be included in this group of affected systems. I realize that this last event came after many other unfortuneate events as you outline in your very detailed and thoughtful post. I would like to earn back your trust.

Thanks for sharing.

So basically didn't really get much of a response out of him. At least he might of actually read the entire novel......We'll see if it comes friday and praying that nothing is wrong with it....How long was everyone's delay at customs? I've heard them taking a few hours to a couple of days.