Lenovo shipping and customer service is the absolute worst

Anyone that ordered a Lenovo laptop from the Lenovo Outlet Store or the regular Lenovo Store, what was your experience like with shipping?
I'm practically throwing money at Lenovo and placed 2 orders for 2 different laptops within the past week. I was on live chat for over an hour with no agent connecting but the minute I check "New sales", an agent connects immediately. Buying is so easy but after you pay up, you don't exist to them anymore. The sales agent transferred me to the right dept and guess what, no one there.

My ship date was today but just checked and it got pushed to tomorrow. Has that happened to anyone? Their shipping is so whack, I've read a few threads where they say it gets pushed 5 days but the owner receives it on the original ship date. Other horror stories where it gets pushed back a whole month.
The 2nd order I can't even pull up and that was placed yesterday around this time.

All I have to say is, if you NEED a laptop, Lenovo is not the way to go. If you are upgrading and can wait and deal with their nonsense, then maybe. But their logistics and customer service is absolutely garbage. Kind of wish I paid an extra $100 to buy a brand new lenovo (same model) on craigslist than to buy one directly from lenovo.

 

If you live in North America, there are reliable/honorable online sellers that can ship "Top Seller" (prebuilt, non-CTO) ThinkPad notebooks to you within 24 hours of payment. The package shows up at your door in 2 business days by UPS.

You can download the "tabook" (catalog) and check out those "Top Seller" models. Certain configurations may match your needs.

Lenovo ordering system and customer support need a major overhaul. But I don't think if Lenovo puts its priorities there as it makes big bucks from major multiyear sales/support contracts, not by selling to individuals. In general, though, don't expect much from sales agents from any manufacturer.

 

I've ordered many laptops from Lenovo's regular and outlet stores, and I'd say my experience generally is positive. The regular store's shipping estimate can be inconsistent since they have to deal with CTO parts that may cause delays, but if you order the common setup the estimation is usually conservative. Remember that they have to deal with logistics of international shipping (there is no guarantee of process time at US Customs). Lenovo Outlet states that normally that they will ship out within 3 business days and regular shipping takes 4-5 business days, so far they have always met that schedule for me. Having shipping date pushed back is pretty normal, but at least they tell you that up front, not like HP kept me in the dark when the shipping date slipped again and again.

The customer service on the other hand is weird, I have never had any problems getting through to US Post Sales team last month, it usually takes about five minutes of wait. However this week it's crazy, I've waited online for an hour and half with no connection. I want to cancel an order I placed on Friday but I've tried for two days to talk to CS without success, and the order shipped out yesterday so I can't cancel anymore. Now I wish they are sloppier at shipping. I can track my order status though.

 

Hm interested. I talked to someone by checking "Change my order" and they said my order was being ready to sent to the manufacturer. Which was bs cause I bought a refurb.. lol Basically the customer service support is not that great given that theyre outsourced and the logistical system is crap.
But it's too hear that even though their online system is wonky, your stuff came online. I ordered yesterday afternoon so HOPEFULLY I'll see both laptops next week.

 

Well you actually got to someone, when I select "Modify an Order" I never gets connected. It normally takes one day to go from received to in process and to Released to Manufacturer, then takes another day for the "In Production" status, and by the end of the third day it gets shipped. I think it's the same process for new and refurb products, except it take a lot longer for new ones to be customized. Technical support is great though since after you have bought a Thinkpad it's handled by the IBM customer service team.

 

I agree that Lenovo CS and online tracking tracking sucks. Ordered a T530 Monday and I can't check status due to their database connections issue. Annoying as hell after spending a grand.

 

Try this link. https://ovp.lenovo.com/lenovo-ovp/public/showDetail!showPublicOrderDetail4Self.action

my email link and going thru my account doesnt work for order status but the link above does.