Order delay at last minute: how to get action from Lenovo?

I ordered an E360 system with ssd from Lenovo over a week ago, and it was scheduled to ship today according to their portal. This morning I was asked if I was willing to swap out the ssd for a larger Hard Drive. because parts are not there. I said no. Sales rep says he can't do anything, spoke to customer service who said the same thing, have created a case and am scheduled for a upervisor callback. No one has given me estimated ship date and I am without a computer, as my old one died after order. My feeling is that SOMEONE is getting their computers, and I am just somehow low on totem poll. Seems if they had a parts shortage they should have known sooner than this. Any suggestions as to what to do next? As of midnight last night it was still shown as shipping today.

 

I'd hold the line on an SSD - don't take an HDD - and also hold them to the shipping date - insist they substitute another SSD at their cost - larger is ok, but don't pay more. If they can't ship today, request a $100 refund if they require you to wait.

 

That's where i'm headed; no way I'm taking an HD. But now I'm told the flat panel also is not available. My plan is to keep insisting no matter how high or how public I have to go, but I was hoping someone here might have suggestions on where else to contact within lenovo.

 

Another consideration, in about 1.5-2 weeks lots of new laptops are coming out, with the Pascal GPU's. IDK what your budget is, but if you can swing $1500-1700, you could get a much faster GPU for the same $ by waiting.

And, although inventory is disappearing, as you are finding, there might be additional savings - higher models of current laptops - available at lower prices - the same as you are paying now after the Pascal models are announced.

Maybe this is a problem that is an opportunity in disguise

 

I wish, but my five year old Lenovo died not long after I placed the order, and I'm limping along on a Kindle Fire or my phone. I got a great price for this system (under $800, which was my budget) but I can't wait another month or so. Thanks for the thought,though.

 

Well, if something new gets released in that price range, you could always send this one back - in the return period - usually 7-14 days.

Good luck

 

Good point--assuming I ever get it! TY for your help.

 

I have yet to hear back from the supervisor but the portal is now showing August 18 as a ship date- if it's going to be that long I may insist on something a lot better than I'm getting. There's no excuse for them to 'discover' this the day shipment is scheduled.

 

More likely, you're a victim of what's called just in time manufacturing. This means that the maker, in this case Lenovo, only keeps a smaller number of parts on hand to build the orders they have. This reduces inventory costs and thereby the cost of the machine you just bought. An unfortunate byproduct of this is when a part goes out of stock for whatever reason, you'll have to wait until the supplier makes more available, which Lenovo has no control over.

My advice would be to wait a few days before deciding this is bad. It may come back into stock quickly and you'll only have waited a few extra days. Believe it or not, people used to wait six months or longer for a specific ThinkPad back in the day. You might want to ask for a different SSD as a way to grease the wheels. Good Luck.

 

Don't wait, you don't get anything from it 99% of the time, just another day lost.

Escalate to a supervisor, and then his supervisor, be nice and polite, but persistent.

And, the eventual delivery can turn into weeks and months delay, and they will keep stringing you along as long as you let them.

Same for refunds, or other considerations, which you may find never got added to the order - or added to your build.

When/if it does get delivered be meticulus in verifying everything you ordered shows up on the build sheet, and everything on the build sheet was indeed installed.

A likely scenerio is they ran out of build kits assuming the next production models were going to come in before they ran out, and now they need to scramble to get these last builds out the door before the new models are shipping.

I would cancel and wait for the new models to get announced over the next month, but I know you want / need something now - which is why I am suggesting this as it can drag on past the timing for new model announcements.

August 18th is the day before the supposed announcement of the New Pascal Laptops, although some brands like Asus / MSI may announce before the show on the 19th opens.

 

Thanks to both of you. I still haven't heard back from the supervisor, and if I don't within the 24 hour window I was given I will call again. I think my next step has to be to see if I can get the old one running again, and request a further discount to cover any cost that might entail, if it;s possible. Of course, if I can get that one going again I might very well cancel and check again, though if I can get a good - better discount on the system I ordered, I may go in that direction. What I still don't get is why they didn't figure this out until the day the system was supposed to ship. I also have the phone number of the person who e-mailed my sales rep to ask if I would substitute the ssd (duh, no), and I may try that as well. I really like Lenovo machines, particulary keyboard and trackpad, but this is beyond frustrating. If I do go with eventually getting the one I ordered, I may also ask for an extension to the warranty.

 

Good luck

 

Is Lenovo now associated with Dell/Alienware? I'm not understanding that reference. And yes, I think in-home service is a much better idea. '
My local shop can't even look at the old one until tomorrow. Grrrrr!

 

Sorry, slipped thread tracks, fixed my posts.

 

Well, now I'm in a quandary. The supervisor from the call yesterday never called me back, so I called again, got a different rep, and finally got a call back. I have to say he was honest. He said that neither ssd nor lcd screen was available and, despite the timeline having been adjusted for delivery on the 18th, there was no guarantee that the part would be in then, nor could they tell me when they might be. I asked for a good reason to stick with Lenovo, and he said 'you'll get a well built machine'. But he couldn't tell me when that might happen. I think I need to see if my current machine can be made to work, and if it can, then either insist on serious "concessions" as he called it--he offered 10%, which IMO is not sufficient--and wait and hope, or cancel and start over eihther with Lenovo or another brand. He said at some point if the parts didn't come in another machine might be offered as a substitute, but if all ssds are out of stock, as well as all LCDs, I'm not seeing that happening. If my other machine can't be made functional, then I think my only option is to look at other brands that can deliver, or ready-made Lenovos in the marketplace. But I welcome other suggestions.

 

Utter nonsense, SSD and screen upgrades are still offered for the E560 on the Lenovo website.
Also, the supervisor is full of it. Lenovo isn't the only manufacturer that makes good machines. I'd actually say that Lenovo is the worst of the 3 big manufacturers. We've had nothing but problems with their flagship product (X1 Carbons). In my experience Dell and HP trumps Lenovo in almost every aspect may it be sales, pricing (exclude HP for this one), technical and customer support, and we deploy laptop fleets on alternating years in the triple digits.

 

This does sound like they ran out of build kits for the current generation laptops and they moved the parts over to the new models soon to be announced.

A major PC builder like Lenovo doesn't run out of SSD's or Screens for everything - and those parts are usually interchangeable for multiple build lines.

You could ask them to hold your $ for purchase of the new models when they release - they won't be able to confirm when that is or what they wil be, but ask them to contact you when they are available to order. Ask for that 10% concession to be applied to your funds toward the purchase of another model - and maybe ask for 15% instead for making you wait longer.

I would call back on the 21st - the Monday after the announcement for new Pascal mobile GPU's - and see if you can make the order then and work with them to put in a new order. You may need to wait another week or two before the new models are available to order...

You picked just the right time to make your new laptop order

All the notebook vendors are under NDA with Nvidia to not talk about the new Pascal Mobile GPU's or the laptops that have them.

Here is a pre-announcement announcement for a countdown clock to announcement, from MSI:

2016 AUGUST 15th,21:00(PST) ALTER YOU(R) REALITY
NEXT GENERATION MSI GAMING NOTEBOOKS COMING SOON
https://gaming.msi.com/promotion/alter-your-reality

Good luck!

 

Thanks to you hms, I did a bunch of research on the Pascal GPU, and I think you're right--that they have moved all of the parts to that manufacture. But, believe it or not, I actually didn't buy this as a gaming machine. I want a solid machine that will last me a good five years, or more. I multitask a great deal and also operate live webcams during eagle and hawk breeding and nesting seasons, and moderate several live chats. Beyond that my work is primarily writing, researching , and a few other things. I knew that this model is probably overkill for my current needs, but I'm looking long term. I still have to see if I can get my other machine functioning; if I can't, I may have to start from scratch or worst case buy something from a big box store. I don't do well without any functioning real computer. When I ordered this, my other machine was still functioning. I'm hoping that I can get it that way again with minimal expense, and if so, I have more options.

 

Perhaps you can get Lenovo as a sponsor for your work, and get the hardware gratis

 

I'm running into a similar issue (but, I will admit I'm probably being rather impatient) with the x260 I ordered. I ordered it last Friday (8/5).

It was labeled as "Ships in 5-7 business days" so that puts it as shipping next Tuesday (8/16) at the latest.

They updated it on Monday as shipping today (8/11) and expected delivered by 8/16. It updated today saying it is expected to ship on 8/22! and deliver by 8/26?!

I contacted them to find out what the deal was and they said there was a shortage of a part, but couldn't tell me what part. The second rep offered to request the order be prioritized, but said that it might not make a difference.

I plan on contacting them next Wednesday (since that is outside of the provided 5-7 business day window they advertised) if there is no update and request some kind of refund, upgrade of specs or upgrade of the warranty (I was planning to upgrade it to Accidental damage and sealed battery warranty which can be done up to 30 days after purchase).

So annoying, not to mention the fact that they don't inform you of any delays. You just have to check every once in a while and find out. I didn't even customize it much (upgraded to i5-6200U, FHD display and backlit keyboard) but I got 30% off.

 

Welcome to my world! I am back to the drawing board myself, I think. I did manage to get my old one fixed, so I have something to work with, but I am now at the third level of customer service (first contact's supervisor's supervisor) and my revised ship date was supposed to be today, 8/18 (My order was placed on 7/29, also advertised as 5-7 days.) CS person said they still don't know when the part will be in (this time apparently it's the lcd screen) but the best discount they will offer is 10 percent. I got a good price on this system, and the ten percent makes it better, but now I'm wondering about overall quality--and about a company that runs out of parts for machines already on order. My first two Customer Service reps said it's because the suppliers are 'all the way in China" but given that the company chairman is Chinese, that one doesn't fly with me.

If I didn't hate Dell so much, I'd be looking at their business laptops. I AM going to write to the corporate offices, because this whole thing is crazy. Also, half the time when I call in I get all static on the phone line.

and, for your amusement, here is what the Lenovo website says is their Corporate Culture is. I find it interesting that "Customer" is not in there, but still, our problem would not occur if they did #1 and #2.

• We PLAN before we pledge.
• We PERFORM as we promise.
• We PRIORITIZE the company first.
• We PRACTICE improving every day.
• We PIONEER new ideas.

I would truly welcome any suggestions from Lenovo owners on this forum--as well as information on whether or not their computers hold up over time. I bought the one I'm on more than five years ago, but there have been management shifts since then.

So, is a Lenovo worth the wait (my system is an E560)?

 

I'm surprised they've still got you waiting! Mine ended up finally shipping on Monday 8/15, although it didn't leave Lenovo and get to UPS until Tuesday. It then took a day to get through U.S. Customs down in Ontario California and, as I was writing this it arrived at the UPS store for pickup! I did pay for expedited 1-3 day shipping though.

"all the way in China" is kinda funny, because, from my understanding, all of the BTO laptops are built in China (mine was).

The whole process is frustrating primarily because they don't update their website fast enough to warn of delays and update the estimated build/ship time before you order. I hope you get something figured out soon!

 

"all the way in China" is utter nonsense, all the components are made in china (with exception of the CPU and maybe the screen if it's an LG or Samsung panel). Dell doesn't have this problem, HP doesn't have this problem, and magically, a Chinese company has this problem.

 

In reality it's not a supply problem or shortage, it's a lack of ordering enough parts to have on hand.

Do you know what happens to a Wendy's or McDonald's that runs out of food every day due to lack of planning and never adjusts to the rush? They go out of business because people stop going there.

 

If they plan before they pledge and perform as they promise, they wouldn't have this problem either. I think it's "prioritizing the company" that overtakes the rest. My only weapon is words, but I'm pretty good with those, so am definitely writing to the executive offices. What's very odd is that I get the feeling they WANT me to cancel the order. I lean toward the contrary, which is why I haven't done that already. (Though I may yet)

 

I felt like I got that vibe too a couple times I got on chat to find out why the order was delayed.

 

Hmm. I haven't tried chat--though I did post on one of their Facebook pages. Did you use the chat on the sales website?

 

That's the only way I've spoken to them so far. I just click the "Chat" icon on the top right of the homepage. Everytime I've gotten an e-mail address I don't get any response.

I e-mailed a rep Tuesday that told me to contact him to get a discount on an upgraded warranty, but nothing yet.

Good luck!

 

I ordered using a sales rep, so when the part wasn't available, he got in touch with me. I've both spoken to him on the phone and had e-mail correspondence, and spoken to customer service on the phone. I'm thinking my next step almost has to be contacting corporate, but I'd love to find another way.

 

Just an update, for anyone interested. It's now August 30, and again the order is being delayed. I've e-mailed the most recent customer service guy I talked to, as well as (separately) the VP of marketing. If I don't get a good answer today I am cancelling, especially after reading some horror stories from people who've gotten their computers and had issues. So, I'm very likely back to the drawing board.

 

Re chat: I've used chat a lot, and found most of them are very ignorant. One rep gave me wrong information resulting in my wrong configuration and I have to return and replace. They aren't held responsible for that. Some of the reps go on the Internet to find answer, which you could do yourself.

 

I'm not likely to be able to find out if they can ever ship the computer I ordered over a month ago. I've spoken to four customer service reps, two of them supervisors, as well as my sales rep, who apparently is utterly powerless to do anything at all.

 

Might as well cancel, if they try to charge you any fees, remind them of the fact that they haven't delivered anything and a credit card charge-back will hurt them more than just giving you the refund. Most banks have a 90 day limit for charge backs for non delivery, don't let it drag out longer than that.

 

OK, after dealing with customer service almost endlessly, I have received a price on a T-560 (I know, a better machine) in which the customer service rep says they are 'splitting the difference' between the pricing I got for the E560 and the online cost of a T560. This is what they've offered, with a two year in home warranty. I'd appreciate any thoughts (specs uploaded as PDF). Last week I'd have grabbed this just to be done with it; now I'm waffling. Thanks to everyone for thoughts/help.