Terrible service at Lenovo.. need help

I ordered a x100e and canceled about a week later. When I canceled it the rep could hardly speak english.

I checked back on the web site and it still showed as "in process".

I called back and canceled it again, and again someone with poor language skills.I was assured that it would be canceled this time


WHAT HAPPENS TONIGHT? ups COMES TO MY DOOR WITH A THINKPAD!!!

SO I refused it, SO NOW WHAT?
What do you think I should do? I was going to order another thinkpad. but now I dont know.

How do I resolve this? It's like they did not want to cancel it on purpose>

 

By the way I just checked online , no it says my customer number and order number to not exist????

 

I also have encountered many reps with poor english skills to the point that I could not understand them.

Renee

 

take the evening to cool down and relax.   call the sales department in the morning and ask if you can credit your return toward a new order.   if you're calm in your request, you'll get a lot further with the sales rep.

because of how the configure-to-order system works, it's difficult to cancel orders.   simply refusing delivery will cost you a 15% restocking fee per the cancellation policy ( link) and return policy ( link).   if you calmly describe the situation to the sales rep then he or she might be able to negotiate something for you.

regarding english speaking skills, most of the time when you call during normal hours you should receive someone either in north carolina (southern accent) or canada (canadian accent).   only when the call centers are overflowing will the line be routed overseas.

 

Ok thanks for your response

 

Wow what a terrible return policy! They are actually worse than Dell - I'd say that's actually an achievement on it's own.

 

I've had a similar experience. Ordered a x100e, called lenovo CS within a week to check its status, they gave me whole bunch of wrong informations regarding my order details, then I decided to cancel the order by phone. Yet eventually the order still shipped to me. That's when i found out i actually got what i originally ordered without errors. Therefore i just bit the bullet and kept it without bothering dealing with those lenovo CSR who know nothing at all. LOL.

 

Paid with a credit card? Worst case scenario... dispute the charge.

 

Nobody improves until they know for certain that they have a problem - and as consumers, we need to tell them, particularly if they actually have something worthwhile that we want. I prefer the engineering and long term support of the Thinkpad brand, and hate the thought of the lowest rung on their ladder, overseas Customer Service Reps, ruining it for everyone.

I would suggest putting this up on Lenovo's own Forum website, and addressing it to Mark Lenovo, who is a company rep. I would also send an email direct to Lenovo USA Customer Service.

Otherwise, unless they spend time here, they may think that their Offshore Call Centers in India, etc, are doing just great and saving them a bunch of money - instead of making customers angry and running them off. All of us hate fighting through a language barrier, but US Corporate types only think about the bottom line, unless they know it is costing them in that bottom line. Let's make sure they know.

Just a thought. TPF

 

Talk to the manager with the spec sheet of the original, tell them that you will distributed it with the credit card company if they do not do anything about it.

** Make sure you have a copy of your original purchase.

 

Ditto. Dispute the charge, you already refused the package. Keep records of your cancellation and you're done with it. Let Lenovo sort out the details.

 

Same thing happened to me.

 

I called today and they said my order was cancelled on the 10th. But they had no clue as to what computer was shipped to me.

It really seems they have no idea how this is working

 

Solid post
I will do that

 

Lenovo customer service is horrible no doubt about it. in my case should i keep the laptop lol im going to wait for another week and see what happen.

 

you should just wait and see what happens, but don't open the package. If you send it back as it is, then there will be some difficulties in tracking the package.

Last time someone got sent two laptops in error, but the person kept the other laptop and got a discount for it (not sure how much discount the person got). If you still want the laptop you may be able to negotiate a price that you are willing to pay for it, since it would have cost Lenovo 50 to 100 dollars to express courier the laptop to your door.

 

package is still sealed, just worry someday lenovo sends me a bill lol. i already got a cheap laptop t410 on ebay. if lenovo don't ask me for it, i may as well keep it lol. i assume its their fault that i already canceled my order, but they still sent a laptop

 

Wait and see approach

 

There is no such thing as a free lunch.

 

According to US law, when company sent you product you did not order, you are free to keep it.

 

I had that happen to me with Lenovo. Literally within a few hours of cancelling an order, I got a "shipped" notice. I just don't believe that their system is so inefficient that an order sent to cancel an order can't just go through immediately into their system, instead it seems to prioritize an order and get it shipped out much sooner.. To me it honestly seems like they just ship them out anyway, hoping the customer will just accept the shipment. Not a very good business practice TBH.

 

The ineptitude is by (mediocre) design rather than by (malicious) intention. Lenovo hasn't been able to integrate its various backend information systems [plural] and databases [plural] into a seamless whole and to tie that backend infrastructure with the web frontend. Price inconsistencies still show up on the order pages. Status updates are not propagate properly.

Phone and fax and email. And don't hold your breath waiting for return calls.

Lenovo should go back to school and take a few courses from Amazon.com.

 

They spend their money on implementing an ERP like any good company does these day.