Price Match Problem!!! Lenovo Customer Service is terrible

So I made a price quote 2 days ago to price match a T61 that I order on the 9/12 and got shipped on 9/19 with an identical configuration. The price difference was over $100. The CS tells me that he can not submit it for a price match because my configuration is different. Apparently, there is a part for a PSTN cable that is on my original order that isn't on the new order. The CS said they might have run out of stock of that part. Because that little cable that disqualifies the price match even though the computer is identical. He said that every little part number needs to match.

How ridiculous is that??? It's not like I upgraded the processor or got a better hard drive in which I believe the policy is there to protect that. The options that I was allowed to select on my price quote was the same as the options available to me when I order my T61 originally.

I ask to speak with a supervisor, but he said none is available right now. The CS said "one can call you back in 48 hours, but he will tell you the same thing as me and that he has no power to override this".

Has anyone had the same problem with price matching?

 

Call again to another service rep and try again.

 

See if you can get in touch with the original sales rep who helped you purchase the laptop. When I purchased my t61p I used a $400 eCoupon which successfully applied all the way through the confirmation page and then didn't appear on the sales receipt. The billing support CS told me there was nothing he could do. However if you cited a sales rep for a commission like I did then he will likely help you out, as mine did.

 

Unfortunately...I did an internet order

 

I did too...but I've learned that it's always best just to get a sales rep's name associated with your order so there'll be someone willing to fight for you. Now I'm thinking I should have told him, not tech support, about my defective computer out of the box and maybe I'd now be typing on a new one instead of waiting for a convenient time to ship this one in for a motherboard replacement that should have occurred before I ever received it..

 

yeah, it's pretty hilarious. Except my rep won't even get back to me for the price match.

 

How do I find out which sales rep is associated with my order if I order it online?

 

Don't bother with Lenovo CS. Use the complaint department (US based) of Lenovo. You'll get it taken care of fast.

http://raleigh.ebindr.com/complaint/new/?bid=0090064256

 

There isn't one. Only if you called in at some point during your ordering process and the rep asked you to input his ID for a commission.

 

Where can I get that number???

 

http://www.bbbenc.org/commonreport.html?bid=90064256&language=1

 

Right, because filing a BBB complaint over THIS is the right path. You're a class act

 

Um. It is. Price protection is a service they offer. If their reps don't do it, or don't do it correctly.. that is EXACTLY what the BBB is for.

I am a class act thank you . I am helping others out who have similar problems to what I had. Talking to the reps was pointless. They did not do what they said they would. They passed responsibility onto other reps ("oh THIS rep can help you"). etc. etc.

Rep for me!

 

I called about my order status. it's a warranty purchase.

the csr put me on hold and came back after two minutes, telling me that the package will be shipped out on oct. 12. I asked 'what package?'

he put me on hold again and came back saying that he's sorry to give me the wrong information and he doesn't have update for my status... WTF

 

I am having the exact same issue. I placed my order on 9/30 and realized that the price had changed a few days later. After spending 2 hours on the phone bouncing from Rep to Rep I finally asked that the order be cancelled and I would simply place a new order with the lower price. This was Friday 10/5. The Rep said my order will be cancelled and I will get an email. I was a little suspicious so I watched for an email and none came for the next 24 hours. Finally, I received an email saying my laptop had shipped on 10/6!

I called back this morning to have my quote price matched and after 20 minutes the Rep told me it would be taken care of and I will get an email confirming the same and that my price match would take 8-10 days to go through. I know I am getting the run around and I'm not sure how to resolve this other than to refuse the laptop when it arrives and get it returned.

Any help would be appreciated. I also ordered the T61.

Jeff
[email protected]

Incidentally, I have not received this yet but I think I am going to refuse it and return it.

 

In my opinion, once your order is comfirmed and transfered to the assembly plant and started production, it can not be cancelled. Because neither Lenovo nor any other companies deploying pipelining production have this order-cancelling process in their ERP system. It takes too much time & effort to stop prodcution, testing or delivering and it just doesn't worth it. Returning the product is the easiest way for most situations.

If you do like your system, asking for price match latter is a better way, though it often requires patience dealing with their sales rep. If out of stock with PSTN cable is their only excuse preventing you form filing a price match, do the price match later (but before 21 days).

 

So I decided to try to price match again today. I called Lenovo and gave them my order number and price quote. A minute of silence and the CS comes back and tells me I saved $107 and the credit will show in 8 to 10 days. That is horrible how it depends on which customer service rep you get. Now I guess we will see if I actually get a credit in 8 to 10 days.

 

That's what they told me. I don't trust them and since the overall service was so BAD I just cancelled my order. I got an RMA# and supposedly they are recalling my laptop. I really wanted the T61 but their service just scared me too much.