12-07-2011 05:33 PM
12-11-2011 01:57 PM
i have a little problem, i've just ordered a laptop (520), several hours ago, and i' have no news since then
- no order number
- no email
and when i check the order with CC numbers and email it returns no order found well it's kind of a ghost order
is it normal ?
i came across similar cases here
the ghost is a bit afraid
i surmise a connectivity issue between digital river and lenovo or something
12-13-2011 07:39 AM - edited 12-13-2011 06:23 PM
I sent you PM as you asked.
I will contact Lenovo rep now and it will the last one.
Edit: I contacted Lenovo rep and asked for escelation, the manager offered me an acceptable compensation for the delay and promised to get my order shipped before holidays.
12-14-2011 06:09 PM - edited 12-15-2011 09:03 AM
I spoke at some length with three (3) Lenovo representatives by telephone today in an attempt to cancel an order and thus remove an unwarranted charge to my bank account; but in spite of their having said the order would be cancelled, the order has not been cancelled. Shipment had been delayed until 21 December 2011, yet Lenovo already charged my bank account even though the order hadn't been shipped.
Lenovo says it's the bank's job to remove the charge and the bank says it's Lenovo's job. I'm at a loss as to how to proceed. Talking with the usual Lenovo representatives (or the bank's for that matter) is of no help, as doing so is like trying to converse with a brick. Your advice on how cancellation of this order can be rapidly accomplished will be greatly appreciated. Thank you! Here are the order details, with personal information replaced by Xs:
Order #: 2J32VT
Quantity / Part No. / Description / Est. Ship Date / Item Price / Line Total
1 / 40Y7734 / 1GB PC2-5300 CL5 NP DDR2 SDRAM SODIMM / 12/21/11 / $36.99 / $36.99
Status: In process
Shipping & Handling $0.00
Additional information about your order:
Customer number: 5968275
Order date: 12/10/11
Payment type: Credit Card
Shipping & Handling: 2-3 Business Days
Bill to: XXXXXXXXXX
Ship to: XXXXXXXXXX
Addendum: Never mind! Wheels have at last turned and this problem is solved.
12-19-2011 08:50 PM
I'm not having a happy Lenovo experience and I hope this doesn't mean that the general level of support and quality has dropped.
I ordered a new Thinkpad from the web site at the beginning of December and it arrived in due course. However, the LCD screen was dead when I powered on the machine, so I contacted the support line on 15th December to report the problem, and had no problem in getting a DOA number. I was transferred to someone in sales who said that they would need to get financial approval and that after this happened the order would be reloaded into the system so that a new machine could be built and shipped to me.
So it's now 4 business days later and NOTHING. I have not received any indication that anything is happening regarding a replacement machine. Is this reasonable?
Let's see. I'm pretty unhappy having waited a couple of weeks for a new machine, only to find it's a dud. Then I get the feeling I'm being ignored by the system. Is this any way to treat a customer who is unhappy to begin with???
This is not what you'd call impressive customer service.
12-20-2011 05:30 AM
12-24-2011 01:10 PM - last edited on 12-25-2011 10:24 AM by bananaman
My est. ship date changed from dec. 24th to jan 18th. thats a HUGE time change....
whats going on???
01-02-2012 09:19 PM - edited 01-07-2012 07:50 PM
I made an order on Jan. 1, 2012 for the IdeaCentre B520 All-in-One PC. However, I was unaware that the bestselling model I chose did not come with a bluray drive. In every review and video I saw prior to buying this, it was advertised to come with a bluray drive. And choosing the "best selling model" I assumed it came with it. This was one of the reasons I wanted this PC.
So, I tried to contact customer service through live chat (since the phone lines were closed at the time) and was told to call sales support that was open Monday - Friday. I made my order on Sunday so I figured canceling this wouldn't be a problem. But to make sure they were notified prior, I sent an email to Lenovo support requesting the order to be canceled 20-30 mins after making the order and since I used Amazon Checkout I also filed a request for cancelation because the status of the order was still "open".
My plan was to re-order the correct model even if it meant that it was going to cost me more.
I finally call sales support on Monday morning and I'm told it is too late to cancel the order because it's already in process to be shipped. However, the estimated shipping date isn't until January 6th and I'm requesting it to be canceled 5 days prior to the projected shipping date. The sales agent tells me he will file a "request" for the order to be canceled but it is not guaranteed. And if the PC is shipped I can always return it in the same unopened condition when I receive it. Lenovo will not charge me a restocking fee or the return shipping cost. He told me he would make a note of it on my order (I'm still not sure if this promise will be fulfilled). The only problem about this is it will take much longer to get my refund. That's $1,000+ out of my pocket for the next 2 weeks.
So, I make my new order for the correct model because I didn't want to wait an additional 4 weeks to get the correct model. Also, I didn't want to miss out on the employee pricing + free shipping promotion that was being held. The sale agents makes my new order through a "quote" to guarantee this.
But I really don't understand why my first order couldn't be canceled. I did 3 live chats, sent an email, filed a cancelation request through Amazon all on the same day I made the order. To tell me it isn't possible is a flat out lie. To me it just sounded like Lenovo didn't want to deal with the situation. There was absolutely no effort made into solving the problem. I was simply told it was impossible. I'm spending more money on my new order. It's not as if Lenovo is losing a sale. In fact this is going to cost Lenovo to process the return. Lenovo is just making a simple fix become more complex than it has to be.
This is my first time getting a Lenovo product and this is definitely not the first impression I should be left with. It's a shame too since I really wanted to rely on Lenovo for my computer needs but I rather not support a company that does not care about it's customers.
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So this is interesting.... a few hours after I made this post I got an email notifying me know that my first order has been canceled because they did see that I made a second order. I'm guessing they thought I was trying to get out of the sale which is dumb to be honest. I wouldn't have made the order in the first place if that was my intention. They also cleared the pending charge for the first order and only charged me for my 2nd order. One thing I am glad about is that they shipped my 2nd order with 2-day shipping so I was able to get my new PC quickly.
I'm not sure if it's because I posted here explaning my dissapointment but I'm glad Lenovo pulled through in the end. The only thing they cannot mend is their poor customer service. They really need to train their employess to be more cordial when dealing with customer issues. A customer should never have to hear "it's impossible". I'm not saying I won't buy from Lenovo again because their products are worth getting but I pray that I'll never come across an issue where I have to deal with their customer service again.
01-05-2012 12:35 PM
I placed an order yesterday and was a little shocked at how long the laptop would take to ship. I then got nervous reading things online stating that they take so long because the parts are hard to find. Can you please tell me if the warehouse does anything to ship pre-built laptops sooner than they say? I really need this thing ASAP and wanted to avoid going to buy it at Best Buy. Thanks~!