X1 Carbon Shipping Thread

I telephoned yesterday and they transferred me to the people that address pending orders (customer support). Before anyone answered, I was on hold for 26 minutes with an incredibly annoying jingle looping, interrupted about once a minute about how important my busines was to Lenovo.,,,

Today I tried again. I pressed "1" to participate in the customer service review. I was transferred to the same agent I spoke to this week. I asked him the status of my order (August 17 -- i5/8GB/256 RAM) which shows up on my order status as "cancelled". He said the order was fine and they would be all caught up on their X1 shipments by Sept 17. He read the boilerplate about the Ethernet dongle. Ii asked again why my order status said my order had been cancelled (as did the e-mail Lenovo sent me last week). He said my order was fine and in process. I thanked. Never was transferred to answer the customer satisfaction survey.

I've been on this thread for about three weeks. At this point, think the odds are about 50:50 of this order ever being delivered. Lenovo's handling of this mess has been pathetic.

Over at the Lenovo forums,there is only a short thread on delays in delivery issues with the X1C X Series Laptops Shipping discussion (2012) - Page 9 - Lenovo Community

 

Mine was "in production" since last Friday. Before that is said "order received". Tonight nothing. Now, it is not showing the x1 carbon on the order status page. Just shows the laptop sleeve I received on 08/24/2012. BTW, I ordered the sleeve with the system. Shows the whole amount charged but no x1 carbon. Credit card had a temporary authorization until tonight. The temp hold is gone, but the available credit was not restored to the original amount. Maybe it shipped. Hopefuly not cancelled.

 

Easy man A bunch of first day (8/14) customers are still sitting on their desks, including me

I have some unusual status: " Please check back later to view your order. System updates are made four times a day."

AND my credit card has a pending charge today (this is the 3rd time). Can I regard this as a sign of my order being processed and shipped? I seriously doubt it lol.

 

I certainly take no offense. Indeed, I myself said I take everything they tell me with a grain of salt.

That said, he called me, which is especially direct seeing as we've previously been talking via email since my initial chat with him two weeks ago.

As far as I'm concerned, he's not lying to me. As to whether he's telling the truth.. no idea. I see other people being told 9/16 and 9/17.. and I sure would be happy if mine ships before 9/19.

When I placed the order, I was hoping I'd get it before September. Now I'm genuinely just hoping I get it before October.

My experience with this order has been incredibly disappointing, with unacceptable delays, bureaucracy and poor information. However, I've had good customer service -- I truly believe the manager I'm speaking with is doing everything he can for me. Although it certainly seems like many others have had much more obtuse customer service reps..

So here's to hoping (blindly) that the 9/16 and 9/17 dates have some truth to it, and we'll all have our laptops in the near future.

 

me thinks it's all beyond all these reps' (or their managers') control.

 

So I talked to this guy, I dunno from which department, but ya.

I ordered onthe 15th of August i5/4gb/256 SSD, and he said he looked at what the "warehouse" is saying about the shipping date. He basically told me to disregard ALL the "dates" either listed online or told by a sales rep, and rely on this warehouse information. And according to him, mine is set to ship on SEPT 28th. He said it would probably be near 27th or 28th when mine ships.

So does that mean, it takes about 10 days to ship all the people who ordered on the 14th of August?! There was that many people?!

 

Mine is a 256gb and has already arrived. Regarding the SSD, it's a custom build by Sandisk specifically for the X1, so wouldn't affect other systems

 

UK here - I received the same email yesterday as well. Ordered an i5/8gb/256 on 08/30. Funnily enough I called on Monday to check on the order, and was told it was scheduled to ship this Friday. Oh well...

 

I'm scheduled to meet Kiera Knightly on Friday, cross your fingers for me

 

I am getting the same nutty message!!
My card has no pending charges. This is getting old real quick.

i7/4GB/256GB ordered 8/14

 

Finally got an email this morning showing that my order shipped on 08/09/12. If I log in to my account it shows it shipped on 11/09/12. My order status had been holding steady with an estimated ship date of 19/09/12 for more than a week.

Base model, ordered on 16/08/12 for $974+ tax (-10% concession). Good luck to everyone who's still waiting.

 

Ordered: 08/16/2012
I5/8G/256

Spoke with chat this morning and asked about the delay. Chat rep stated that my order was delayed due to a constraint on the Ethernet Dongle. I replied that my order was canceled and reinstated without the Ethernet Dongle. The chat rep then apologized and said that there is a shortage on Bluetooth parts and hopefully the parts will arrive soon. The rep said that the supply team has been promised that the parts will arrive by September 16th. I have been told: Backlit keyboard; the case; Ethernet dongle; VGA dongle (which I never ordered), and now the Bluetooth parts. What will be the next delay?

I believe that the chat reps have their F keys mapped out with their canned responses.

F1: Hello, How are you doing today?
F2: Your order will ship soon. You will receive an email with a tracking number.
F3: There is no more delay on the order it is good to go ship soon.
F4: I'm sorry about that.
F5: I apologize for your inconvenience.
F6: Sure. I'll be happy to help you out with that.
F7: Thank you for your time.
F8: As per our records the order you've placed it's been confirmed and assigned to warehouse for production.
F9: There was an unexpected shipment delay of your order due to a part constraint that we are waiting for supply. We apologize for the inconvenience this may have caused you.
F10: We are currently working to fulfill your order and we will continue to provide you with updates as they become available. Your order will ship no later than the week of September 16th.

When I talk with the chat reps they also appear to have their canned responses. I keep going in circles with them and can't get an honest answer. Actually, some questions are just not answered.

 

Did you get yours?

I'm supposed to get mine tomorrow (Sep 13, NY), but my package is also stuck in Louisville KY since Sunday. Anyone else having the same problem? According to UPS it's still "on time", but this looks suspicious.

 

There's a US customs entry point in Louisville KY. Mine is also stuck there for now with and I'm also supposed to get mine tomorrow (8/13) in Texas. I'm hoping it clears customs today.

 

My cancelled laptop is suppose to be delivered this Friday to NYC. It's still in Japan. I hope they swim fast.

Narita, Japan 09/12/2012 8:40 P.M. Arrival Scan
Shanghai, China 09/11/2012 8:50 P.M. Export Scan
09/11/2012 8:50 P.M. Origin Scan
China 09/11/2012 10:43 P.M. Order Processed: Ready for UPS

 

I talked to a sales rep yesterday that seemed to know more about this than most of the other people I talked to. For those of you who see your order cancelled (me), it is because they had to cancel and enter the order again without the dongle. I told him I have not received any kind of communication about this and would really like to know my new order number. He couldn't help me at the time stating that it was a new process they had to develop on the fly on this product. So the lack of email is just because the system isn't set up to do what they are doing right now. It's manual entry and only 4 people are assigned to the order changes. He said they had about 250 orders left to re-enter as of last night. I have no clue if this is accurate or not.

I wrote the sales manager 2 days ago asking for details on what's going on and he hasn't replied. All I want to know is if I still have an open order with them or if I need to reorder. No one can tell me that right now. They don't even know if I have an order with them!

 

Today's story is completely different! They said my order was completely cancelled due to a problem with the credit card. This actually makes sense. My card was replaced after I ordered due to a stolen number. The bank said any charges authorized, but not captured, would go through just fine. I immediately called Lenovo and asked to update my billing information. They said they could not alter the order after it was placed, but the billing department would contact me if there were any problems with the payment. I called again today and the sales rep stated it was cancelled because the payment failed. No phone calls. No emails. Nothing. He told me to contact sales and order again.

 

Ha! And here we go again. Talked to a supervisor and he said he wasn't sure if the cancellation was due to the credit card issue or something the other supervisor did. He couldn't even search the records to see if I had another order in the system and he didn't want to do anything until he talked to the other supervisor. I was promised a call back today. I'm not holding my breath. I got this supervisors direct number, but when I asked what time post sales support closes, I was told 9am to 9pm EST. What's funny is yesterday when I tried to contact post sales support at 8pm EST, their phone system stated that department closes at 7pm EST. So they don't even know what their hours are. How can we expect them to know anything about something as complicated as an order status?

 

Yep, I had a similar issue. Heaven forbid they contact the customer before autocancelling an order they've waited a month for. My new order has an estimated ship date of October 4th. No concessions, barely an apology. I wish there was another laptop I wanted.

 

There are all sorts of slates and notebooks in the pipeline queued for the Windows 8 launch. If you are unhappy now, it's a short wait at this point to October 26.

Heck, even Lenovo has their Hugo coming out. Or was that Yoga?

Seriously though, Lenovo isn't the only game in town.

 

I may be in the minority, but I think Windows 8 looks horrible for a work PC. Plus, nothing is actually going to ship on the 26th, so you're looking at least a couple months wait from now. The X1 is better than anything else out there right now. Unfortunately, the sales support is on the opposite spectrum. The good news with Lenovo is that you don't have to deal with them after you get your laptop. Their tech services is outstanding.

 

Just got this email from Lenovo a sec ago. (My order shipped should be here tomorrow)


Thank you for your recent X1 purchase with Lenovo.
Unfortunately, your order has been delayed due to
a part constraint. We have received all parts and
are at this time working to get all orders out as
soon as possible. Currently all orders are
shipping between now and the week of September
24th.

We apologize for this inconvenience and thank you
for your time and patience in this matter.

To Check the Status of Your Order, please visit
"My Order Status" at Laptops, Tablets PCs, Netbooks, Desktops, PCs, Computers and Accessories | Lenovo | US

Please feel free to contact Lenovo with any
questions or concerns at Laptops, Tablets PCs, Netbooks, Desktops, PCs, Computers and Accessories | Lenovo | US.


Thanks Again For Your Patience,

Lenovo Customer Service

 

It's amazing, but I just received a proactive email from Lenovo:

Thank you for your recent X1 purchase with Lenovo.
Unfortunately, your order has been delayed due to
a part constraint. We have received all parts and
are at this time working to get all orders out as
soon as possible. Currently all orders are
shipping between now and the week of September
24th.

We apologize for this inconvenience and thank you
for your time and patience in this matter.


I received this for both my cancelled order that has shipped and my still "In Production" real order. Both ordered on 8/15. 8gb/128gb and 4gb/128gb

 

I just tried to post about this...but I got it as well.

 

Got the First Email from Lenovo since my order:

Subject line: Important Information About Your Lenovo Order

Dear XXXXXXXXX
Order Number: XXXXXXXXXX


Thank you for your recent X1 purchase with Lenovo.
Unfortunately, your order has been delayed due to a part constraint. We have received all parts and are at this time working to get all orders out as soon as possible. Currently all orders are shipping between now and the week of September 24th.

We apologize for this inconvenience and thank you for your time and patience in this matter.

To Check the Status of Your Order, please visit "My Order Status" at Laptops, Tablets PCs, Netbooks, Desktops, PCs, Computers and Accessories | Lenovo | US

Please feel free to contact Lenovo with any questions or concerns at Laptops, Tablets PCs, Netbooks, Desktops, PCs, Computers and Accessories | Lenovo | US.


Thanks Again For Your Patience,

Lenovo Customer Service


Wow, this is like too little too late for me. And now the magic date is pushed back again from 9-16 to now 9-24. I ordered this Laptop on 8-16, now 4 days shy of a month gone by and now they officially tell me there is a delay. Ughh...

 

Same here. TOO LITTLE TOO LATE, LENOVO! This should have been sent out at the first sign of trouble.

 

I just got the same email

And to think, I actually got my hopes up when I had multiple reps tell me that it would be shipping on the 16th "guaranteed".

Ordered 8/19, i5/8g/256, In Production since 3 days ago and ESD still 09/18

 

I got this same email, but checking my order it says "Shipped"
Ordered: 09/06, original estimated ship date was 9/27
Estimated ship date has been updated this morning to 9/13 with a status of shipped.

 

I don't understand it. Does it mean we need to wait almost until the end of the month, last day of September: "the week of September 24th"?

 

What I like is that the order status page hasn't been working since last night.

 

I got those quick fingers today!

 

The optimist in me likes to think that they said the week of September 24th so they have a little buffer just in case it takes longer to make all the X1Cs.

But that optimism has been slowly dying since this whole debacle started...

 

I've been having issues with incognito and this site. I'll post and then it will ask me to sign in.

 

lol... well to those of us who ordered the first week... they've been guaranteeing us shipment within days, then they said a week, then they said two weeks... I lost all hope for accuracy back in August.

Their system is messed up. I can picture a lonely developer banging his head against a wall trying to get all these orders correct with management up his . Too close to home.

I wonder how many people like myself have cancelled orders that have shipped... I may have an extra X1C in NYC if this second order ever ships.

 

I will contact them today, because they guaranteed to ship it within the next 4 days (16th) and now they expect me to wait 18 days. I need to know what is going on.

 

I've been gauranteed shipping dates 4 times. They don't care.

 

What really pisses me off, is all the people who ordered after me, and there orders have shipped. I'm not mad at them, I'm happy they are getting their Laptops, but I don't think it's right that they get theres after those of us who ordered in the first few days.

 

1-2 weeks ago, when I saw this happening, I was in the exact feeling as you are. (I ordered 8/14 12:00pm PDT)

I have cooled down a bit now

 

I understand what you mean! I mean its like we are getting punished for ordering first! What happened to first come first serve? It's not like WE (all of us who ordered early) deliberately choose to get the dongle. It was forced upon us. Lenovo is going to give me a 5% discount, but I think we all deserve more than that.

 

Louisville, KY, United States 09/12/2012 11:26 A.M. Import Scan
Louisville, KY, United States 09/09/2012 6:27 A.M. Arrival Scan
Anchorage, AK, United States 09/08/2012 8:37 P.M. Departure Scan

Looks like UPS can't get it right either. Keep in mind I live in Los Angeles...

 

Call them back and get a bigger discount. I'm cancelling my order just b/c I need a work laptop right away now, too many delays.

They offered me a $70 dollar discount and I told them that's not a lot of money to me. Then the rep offered me $100 dollar discount and I reiterated how little $100 means to me. This isn't even about money, it's about needing a laptop for work. Then the rep offered me $150 and a guareenteed shipping date.

Ugh, I need a firm ship date and was given the 16th. That be fast enough I suppose. Now I'm getting a date even farther out than the 16th and can't do that.

I ordered 8/17 and have had zero proactive correspondence from lenovo regarding the issue. Stated my needs (I NEED a laptop on its way with a firm date), said we could cancel this and place an order for something else that doesn't have part shortages, but they aren't taking care of my needs.

All of these people everyone is talking to are just running interference for Lenovo and it's annoying the out of me. First time lenovo buyer. I might say "and last time" but everyone out there is dismal in one way or another.

 

What new date did they give you?

 

Same email everyone got, between now and the WEEK of sept 24th, which is a sly way of saying it might not ship until the 28th.

That's not a firm date and I can't wait that long.

 

My impression is everyone got that identical email, whether you ordered on day 1 or last Friday.

Theoretically, earlier orders will now be filled in, and the later end of that time window is for the more recent orders. But that's just a theory, and a generic email from Lenovo does little to convince me of anything.

If you want to go talk to customer service, insist on them explaining the delay to you when you just got an email that explicitly states that there are no longer any part shortages.

You won't get anywhere, of course, but unless they really have solved all part shortages (which I really doubt), this email is the latest in a long series of missteps.

I think it's safe to say that people will have the iPhone 5 in their hand before I have my X1C in mine.

 

No offense, but that's bad advice for someone that needs a laptop with a firm ship date by the 16th.

The intention of my original post was that if consumers wanted to pursue a discount greater than 5% then please do b/c lenovo is buckling.

 

How much did you pay for your x1c?

 

That is starting to sound like trolling. Welcome to the dark side Luke.

Seriously though, I can't believe that I am reading here that some of the folks that were first in line on the 14th haven't received shipping notices and tracking numbers yet other people have with the same config. Can that really be true? If it is, then Lenovo is really messed up even worse than I thought.

 

I definitely am among that group. I ordered on 8/14 at the end of the day, with the dongle. The i5/8gb/256gb configuration.

I definitely see that others with an identical configuration who ordered after me have seen their laptops ship. I've yet to confirm if anyone with that configuration who ordered after 8/14 but before they removed the dongle has had it ship -- I don't believe so.

My guess is that the delay of the ethernet dongle caused me to go into limbo, and they weren't going to hold up everyone else's order unnecessarily in the process. Then, by the time my order was fixed, the SSDs were backordered.

It's the most realistic scenario I can determine at least, and relies on the blind assumption they've been giving me real excuses.


Also, the assertion that I'm giving bad advice.. I wasn't clear I gave any advice. But I've definitely not been attempting to give advice on how to extort further discounts. Nonetheless, I'll be crushed about anyone feeling they got bad advice on the internet.. it's normally so trustworthy.

 

Extort implies something done unfairly. Someone mentioned feeling they deserve a bigger discount for the entire hassle and Lenovo can only discount the product so much I'm sure so it's near impossible to extort any additional money. If anything, some that might shy away might actually speak up now about how they feel.

If I could mass organize any kind of extortion though it sure wouldn't be for money, it'd be for better service. I already have a job.

 

Exactly the same dates and hours here. And just now, finally...

Louisville, KY, United States 09/12/2012 3:29 P.M. Departure Scan