Order related customer service concerns

[hmauskapf]

I ordered a laptop on July 9th.  The estimated shipping date for my order was July 16th.  I understood that this was an estimate and not a date certain but upon calling a customer service rep they told me it should be shipped the 16th if not before.  Well, it didn't ship on the 16th, but I wasn't surprised or upset...yet.  I gave it another day and then, on the 18th, I called just to see if I could get an updated shipping date (since online it was still saying the 16th).  I was told there was a short delay but it should be shipping "tomorrow", the 19th, definitely by the end of the day.  Great.  Later that night the shipping date online changed to the 19th.  So, July 19th comes and goes, no shipping notice.  On the 20th, I call again to see what the deal is.  They tell me that there was a delay because of a part they had to get (mind you, I did not customize one single thing on my order), but the order should ship by the end of the day that day (the 20th) or "at the latest, by the end of the day tomorrow (the 21st which was a Saturday)".

Well, surprise surprise, order didn't ship on the 20th or 21st.  And, as of the 21st, I can no longer see the status of my order online as I am getting an Error Code: 500.  So today, the 23rd, I called yet again, and guess when they said it would "definitely" be shipped by?  TOMORROW!!!  At this point I am fairly certain their overseas customer service people are literally reading from a script and are instructed that when a customer calls inquiring about a shipping date they just say "tomorrow" automatically.  I have ZERO faith that my order will actually be shipped tomorrow.  If it's not shipped by the end of the day tomorrow, I will be cancelling my order and will NEVER order from Lenovo again, and I will tell anyone who will listen about their deplorable and untrustworthy customer service. 

I would rather if the first person just said there would be a long delay and it would be over a week before it shipped rather than being repeatedly lied to; at least then I would have had accurate information from the get-go and could cancel my order right off the bat, since I have been without a computer since July 9th!!!!

[The_Cube]

Lenovo has the **bleep**tiest customer service I've ever encountered.

7/16 placed order Shipping Date 7/17

7/17 comes around, hasn't shipped I email Lenovo

Rep emails me saying my order will definitely ship on 7/21

7/21 comes around still hasn't shipped, order status screen on Lenovo's website has crashed (500 internal server error)

7/23 I call up Lenovo (after waiting for 60 minutes for their live chat) and some **bleep** in India (who I can barely understand) reads an apology blurb at me for 5 minutes straight without giving me any real help, tells me new estimated shipping date is 7/24, doesn't seem to care that I will cancel my order if it doesn't ship by 7/24.
I'm **bleep**ing tired of dealing with these retarded accented shills giving me the **bleep** runaround (did I mention one of their call centers is in the South). If you can't guarantee me a **bleep**ING SHIPPING DATE THEN YOU SHOULDN'T BE IN THE ONLINE RETAIL BUSINESS BECAUSE SOME OF US NEED OUR **bleep** COMPUTERS BY A CERTAIN DATE BECAUSE WE HAVE OBLIGATIONS (SOMETHING LENOVO OBVIOUSLY DOESN'T HAVE).

Oh and a note about their live chat. If you click "new sales" it'll connect you to a representative in about 20 seconds. If you click ANY OTHER OPTION such as "order status", or "technical help" you'll wait 60 minutes and then be dropped.

Lenovo I will be going to the better business bureau. I will be spamming every rating site your on with negative reviews. I will tell everybody I know NOT to buy your products. I will go on every electronics forum you can imagine and share my story. I will be contacting the Better Business Bureau. I will further chip away at your already tarnished reputation.

Moderator Note; post merged in subject edited, old subject; LENOVO CUSTOMER SERVICE SUCKS, NEVER BUY FROM LENOVO EVER AGAIN

[The_Cube]

Can a mod please tell me what's going on with Lenovo. I need this laptop for college and I need it soon.

[andyP Community SuperMod]

please remember that this is a peer to peer forum, (none of the moderators are Lenovo employees rather volunteers), provided by Lenovo in order that members may seek assistance from others and share their experiences. There is a Leonovo presence here to deal with some of the broader issues, but unfortunately there is no guarantee you will receive a direct response.


Regards

[del_psi]

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The_Cube wrote:

Lenovo has the **bleep**tiest customer service I've ever encountered.

7/16 placed order Shipping Date 7/17

7/17 comes around, hasn't shipped I email Lenovo

Rep emails me saying my order will definitely ship on 7/21

7/21 comes around still hasn't shipped, order status screen on Lenovo's website has crashed (500 internal server error)

7/23 I call up Lenovo (after waiting for 60 minutes for their live chat) and some **bleep** in India (who I can barely understand) reads an apology blurb at me for 5 minutes straight without giving me any real help, tells me new estimated shipping date is 7/24, doesn't seem to care that I will cancel my order if it doesn't ship by 7/24.
I'm **bleep**ing tired of dealing with these retarded accented shills giving me the **bleep** runaround (did I mention one of their call centers is in the South). If you can't guarantee me a **bleep**ING SHIPPING DATE THEN YOU SHOULDN'T BE IN THE ONLINE RETAIL BUSINESS BECAUSE SOME OF US NEED OUR **bleep** COMPUTERS BY A CERTAIN DATE BECAUSE WE HAVE OBLIGATIONS (SOMETHING LENOVO OBVIOUSLY DOESN'T HAVE).

Oh and a note about their live chat. If you click "new sales" it'll connect you to a representative in about 20 seconds. If you click ANY OTHER OPTION such as "order status", or "technical help" you'll wait 60 minutes and then be dropped.

Lenovo I will be going to the better business bureau. I will be spamming every rating site your on with negative reviews. I will tell everybody I know NOT to buy your products. I will go on every electronics forum you can imagine and share my story. I will be contacting the Better Business Bureau. I will further chip away at your already tarnished reputation.

Moderator Note; post merged in subject edited, old subject; LENOVO CUSTOMER SERVICE SUCKS, NEVER BUY FROM LENOVO EVER AGAIN

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You are entitled to cancel your order and buy a laptop from another company.

[sneakyjunky]

hello, im currently terrified after reading this thread. i ordered my laptop yesterday (23rd of July) and the estimated shipping date will be the 31st of july. It needs to arrive to the address in Florida before the 7th of August because my friend is leaving that day of the Usa very early. I was trusting Lenovo had good customer service but i hadnt realized this until i met this thread. i hope you guys are rare cases and i get lucky and get my laptop in time. if the lap top hasnt been shipped by the 31st i will cancel the order. By the way, one quick:i cant see my shipping order status when i put my email and order number. is this normal, will i see it when it has already been shipped or should i be able to see it as soon i as make the payment? thanks in advance

[jpou]

All I saw was order in progress for ~5 days and then it changed to UPS tracking number.

[hmauskapf]

Would anyone like to take a wager as to whether my order actually shipped "tomorrow" (which would have been yesterday, Tuesday the 24th) as promised?  NOPE!  Shocker!  At this point I feel like a dunce for having any trust in what Lenovo tells me at all.  I feel that they are scam artists who instruct their reps to tell customers what they want to hear so they'll go away, without regard to the accuracy and truth of what they're saying.  I have never in my life received such consistently poor customer service.  This was my first time ordering Lenovo and I wanted to give them a chance but NEVER AGAIN and I will tell everyone I know about how horrible this company's so-called 'customer service' is.

Again, it's not that I had to wait for my order.  If I received an upfront communication that said unfortunately there will be a delay of x weeks, I could make a decision as to whether to cancel my order or not based on accurate info (or make other plans as I have been without a computer since July 9).  It is the duplicity with which they constantly change the ship date - every day it will be shipped "definitely tomorrow" - and now for 4 days I have been unable to check my order status online due to their server error.  I have never seen such complete inaccuracy in even being remotely close to the ever-changing ship date, and at this point I think it is duplicitous and intentional rather than simply incompetence.

[del_psi]

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hmauskapf wrote:

Would anyone like to take a wager as to whether my order actually shipped "tomorrow" (which would have been yesterday, Tuesday the 24th) as promised?  NOPE!  Shocker!  At this point I feel like a dunce for having any trust in what Lenovo tells me at all.  I feel that they are scam artists who instruct their reps to tell customers what they want to hear so they'll go away, without regard to the accuracy and truth of what they're saying.  I have never in my life received such consistently poor customer service.  This was my first time ordering Lenovo and I wanted to give them a chance but NEVER AGAIN and I will tell everyone I know about how horrible this company's so-called 'customer service' is.

Again, it's not that I had to wait for my order.  If I received an upfront communication that said unfortunately there will be a delay of x weeks, I could make a decision as to whether to cancel my order or not based on accurate info (or make other plans as I have been without a computer since July 9).  It is the duplicity with which they constantly change the ship date - every day it will be shipped "definitely tomorrow" - and now for 4 days I have been unable to check my order status online due to their server error.  I have never seen such complete inaccuracy in even being remotely close to the ever-changing ship date, and at this point I think it is duplicitous and intentional rather than simply incompetence.

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Complaining on the forum will get no where since lenovo employees don't read it.

[mattezell]

I would argue that complaining on the forum will go somewhere - it will at least throw up a red flag for those fortunate enough to stumble here before placing an order to know what they are getting into...

Oh, how I wish that I had looked through the forum before placing my order! I would have never spent a dime ordering via Lenovo.