Restocking Fee Policy Change

Has anyone recently try to return a laptop and still subject to restocking fee?

I've called Lenovo up a few times and they are telling me that they changed their policy (even though it shows no where on the website), and that laptops opened or unopened alike are subject to restocking fee.

It doesn't seem right that they can just say they changed the policy and force people to pay the 15%. Am i just out of line here?

 

They did change their policy about a year ago now. It used to be 30-days or so that you could return and not face a restocking fee, but it's 15% across the board now. Which is the same as most mfrs.

 

I heared my friend pay 15% when his thinkpad meet problem.It certainly unjust for custume because we can't prevent problem of product.
but most of lenovo is excellent than other brands.so before you buy lenovo,you sould pray to get a good one.

 

Odd, the customer service rep told me they just changed it last week, so i guess he just didn't know what he was talking about. Still i think it's wrong how they still have the old policy on the website if they have changed it, i mean it's just a few lines of text to change. I suppose i'll just have to eat this 15%, or even open the package.

 

by the way,most company take the view that money always right.
so before you pay the money,you are god,you are right;
after that they became god and they are right.

 

I suppose, but still i feel like it's almost false advertising/lying to allow a policy to be unchanged when it can be so easily corrected.

 

I tried to return my 14 inch standard screen T61 and a canon printer. The rep (indian lady) immediately told me that I will have to pay the 15% restocking fee. she did mention that there is a new policy out there..and I think she said that it was changed during the last couple of weeks or so and according to the new policy, if the return is not due to Lenovo's fault, no matter if the box is opened or not, a 15% restocking fee will be charged..Now, I had to come up with a fault with Lenovo.. I argued with her that it is because of their un-informative website that I ordered the computer and it is not my fault that I didn't knew it didn't come with a firewire and media card reader (the website doesn't mention it at all). ..
Eventually she agreed not to charge me the fee.. so ya, be careful when you order.. and if you have ordered and wanna return, be ready to ARGUE!

 

I returned a laptop for a full refund recently buy I had to throw a little bit of a fit and talk to a manager.

I was also told that the policy just changed about a week ago. The way I got out of it was by telling them that I placed the order before that policy was made so when I actually committed to the purchase that policy was not in effect and not what I agreed upon.

Any purchases made since that policy change (I think it has been 2 or 3 weeks now) I think would be almost impossible to get out of a restocking fee. They will tell you that they will cover any problems with the laptop under warranty, but if you just don't like it and want to return it you are SOL.

 

I tried that route, the guy wouldn't budge.

 

sorry to hear that bud. Can you explain why exactly are you returning the system? Any chance of finding fault with Lenovo?

 

I didn't open the package so i couldn't say there is any fault with Lenovo, but i realized 6.9lbs with 9 cell battery really isn't the ideal weight. Also, all the talk about dim screens and heat have got me swayed. I supposed i jumped the gun due to the labor day sale.

 

I'd fight them if you didn't open the box. It doesn't matter if they changed their policy, they are still stating that the 15% restocking fee applies when you have opened the box on their website. It doesn't say anything about a fee for unopened items.
http://shop.lenovo.com/SEUILibrary/...ndingPage=/All/US/Shopping_FAQ/returns_policy

If they charge you the fee talk to your credit card company to do a charge back.

 

This is WHY they've changed the return policy. Because people jump the gun and click the order button without thinking. This leaves Lenovo with hundreds of pre-built "built to order" machines that they can do nothing with except offer at a discounted rate. So without a restocking fee what are they left to do if they don't want to lose money? Ship them out to people who have ordered the same config? Thats not really fair, you know someone is going to end up with a used machine that was returned as new. :/

I think if you order a config to order machine, you should have to eat the fee.

 

Its called customer service, it cost money and it makes you money. If you go to Bestbuy, Circuit City, Fry's, and many online stores and buy something you can return it for a full refund in most cases if it is unopened and in new condition. If someone buys something new and it ends up being opened, thats the companies fault for not making sure it was really unopened. Does it cost the company money? Sure, but thats the operational cost of doing business. People love Costco and even Fry's to a lesser extent for their return policy and many prefer to buy things from them because of it. Shoot look at Ikea, you can return it assembled for a full refund and then they sell it discounted. But it keeps the customers happy and loyal.

Thinkpads maybe configurable, but there are plenty of people who bought the same configuration and things like ram, hd, os, wifi, can be changed easily.

 

Not to mention, in the US there is no pre-config option if you are buying direct from Lenovo except for the student website (as far as I know). They used that line on me as well. "It is a custom built laptop" I said that is the only option you gave me. Don't get me wrong. I understand Lenovo's position, but not for unopened packages.

MaxGeek - that is another argument I made. I was reading them the policy over the phone. I would image they will change that on the website soon. They kept stating that policy has changed. In the end, I won because I argued that this is what I agreed upon. Only a manager can buckle on this. Don't waste your breathe with a regular CSR. I don't think they have the authority to override the 15% restocking fee.

 

Pay with Amex. Return it to them if your not satisfied:

90 Days of Protection - If you try to return an eligible item purchased in the U.S. within 90 days from the date of purchase and the merchant won't take it back, American Express will refund the purchase price.

 

AMEX will only cover up to 300 dollars per item and 1000 dollars per year in their return protection policy.

edit: However what's great about AMEX is they will probably cover that restocking fee if you do a return to Lenovo and file a claim under the return protection policy

 

Ignoring the fact that Lenovos are hardly found in any retail stores to try out, at least in my area, the fact that Lenovo seems to only offer CTOs, and the fact that the machine is not used, my argument is that should not make a customer abide by a policy that the he or she did not agree to, or was even notified of. Especially if the policy is in print.

 

I believe the "no nonsense" return within 30 days was IBM's policy. They were that confident in their products...times have changed, people are sending the current Lenovo models back!

Illmatic: Thanks for the clarification-$300 max per item.

 

I just made a return on an unopened item today with Lenovo and they tried to pull the same BS with me. I asked to talk to a manager or supervision and they said there was none. I just kept pointing out that their policy clearly doesn't say anything about a 15% restocking fee on unopened items and finally they gave in.

They have really bad CS, it sounds like its in India and there was lots of background noise which included constant banging. Also the rep wasn't that bright, asking me the same questions 4-5 times.

 

I can't imagine Lenovo is going to get away with treating their customers this way for much longer. Surely some lawyer (or group) will file a class action soon.

 

You guys and girls all agreed to pay a 15% restocking fee (even with unopened boxes) when you went through the checkout process. In the "I agree to the terms and conditions" link (its the LAST checkbox you need to click when making a purchase), the 15% restocking fee on any purchase is noted in there.

 

So on their main site under return policy it doesn't say this, but in the terms and conditions link during checkout it does. Thats false advertising, shady, and a contradiction.

 

The "new" policy comes up in the terms a conditions anytime you order a CTO item, which is basically any PC from Lenovo (US)

 

Really...How would you view this little note from the bottom of my order confirmation (after order was placed):


"If you do not agree to the terms and conditions and wish to return your purchase, do not use the product. You may return your purchase for a full refund of the purchase price . Please call 1-866-42-THINK for information on our return policies and contracts."