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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UPDATED
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.
