Order related customer service concerns [ Edited ]

[onds]

Hi all,

I decided to purchase a Thinkpad 400, but unfortunately local resellers in my country do not have it in configuration I am interested in. I was told the quickest way to get one is probably to use the USA website and service of company specializing in resending all sort of purchased stuff into other countries (as Lenovo do not ship outside the United States).

So I got US address where to ship, chose desired configuration but got stuck upon ordering with error saying my bank did not approve the transaction (aka not completing the payment).

Yet that was strange because I have ordered stuff from the States and other countries with my credit card before without any problems. I called to my bank and was told required amount of money is 'reserved for payment' and waiting for seller 'to be taken'. I was only able to get quote as email, but could not complete order with error mentioned before.

I know Lenovo is doing extra checking over credit card payment to prevent abusing, so I let the US shipping address be added to my credit card correspondence address information before trying to purchase T400 like mentioned in other topic on this forum.

Now I have money blocked for order that was not completed and I am clueless how to make good one. Some advice, steps what to do or alternative way of placing order then the website would be very helpfull. (preferably not international calling)

I do not know what kind of validation is required in my situation before order approving from Lenovo. I am undergoing all this because of good word recieved from many friends and positive experince with Thinkpads before, thou it is frustrating not to know where the problem is.

Plus I have second question about shipping. As UPS delivery method may be used and require my signature, I am not sure how to handle this. I will not be the one taking over the shipment in the States, can I name someone from resending company as replacement (how?).  

Thanks in advance for help

Regards

EDIT: after futher searching, may be the problem is I am using European VISA embossed international card , but stranglely Lenovo does no accept this payment option? Other people from my country reported successfully ordering from Lenovo US using paypal instead few months ago, but is this payment option still accepted?

I can provide provide additional license or call to bank again to change card information as needed if necesary, but need some sort of direction. But I just do not want yet make international calls cause price involved and mixed feedback about telephone support on this forum.

EDIT2: I checked website of HP for order and shipping process (in hope to get more inside into it) and found out they accept both paypal and European VISA + enable handing shipped stuff to 3rd person/company/party upon special autorization during order, so guess I am not asking for anything extra strange.

I know this is Lenovo not HP (and I am interested in Thinkpad not Pavilion). Also found I could get American Express credit card, but 100$ fee involved does not make it any better for me.

[spaceman6]

Hi Lenovo Community!,

   I just bought a Brand New R400, received it on 1/11/10 and noticed on about the 3rd day that the lefthand Display Hinge is mounted incorrectly.

   It's unlike any thinkpad I've seen before

   Its base is not flat against the body of the chassis & is raised up at the right edge about 20 degrees above horizontal.

(when viewed from the normal user perspective)

   It's also Rotated about the same 20 degrees Counterclockwise with the lid shut and viewed from above.

   If you put a straightedge on the hinge side of the top with it shut, you can see the surface of the top is not flat but undulates up and down across its width.

   On a lesser note, the left speaker bezel and palmrest rise up from the chassis where they meet.

   I'm kinda ticked off!!! This is a brand new machine, and I'd hoped to avoid these types of problems by buying New from the Lenovo store, instead of eBay, a reseller, or the Outlet.

   This machine is more like an Irregular, Factory Second, or B-Stock than anything else.

   The guy on the phone says my only option is to Return it and Re-Book the order (thus losing many 2009 discounts) and that Lenovo doesn't do Exchanges.

   -??? How do they Not do exchanges? Why am I suddenly Lenovo's unpaid Quality Control Analyst?

   I am totally new at this. Anyone like a Mod or Expert have any ideas on what I can do?

   ARRRRGGGGH! -Frustrated. Thx vm for your time!!

   -W

[hawkcane]

I received my new laptop recently. Unfortunately, when I took it out of the box it was bent. The laptop was actually warped. The keys on the left side of the computer were raised. I have called, called and recalled the customer service. The experience in a word "horrible." They mock you, hang up on you and keep repeating the same nonsensical gibberish over and over. Bottom line they demand a $150 restocking fee for delivering  a damaged unit. Sorry I ever dealt with this company.

[Cleo_Lenovo Administrator]

---

hawkcane wrote:

I received my new laptop recently. Unfortunately, when I took it out of the box it was bent. The laptop was actually warped. The keys on the left side of the computer were raised. I have called, called and recalled the customer service. The experience in a word "horrible." They mock you, hang up on you and keep repeating the same nonsensical gibberish over and over. Bottom line they demand a $150 restocking fee for delivering  a damaged unit. Sorry I ever dealt with this company.

---

Hi hawkcrane,

Welcome to Lenovo Forum!

Your case is unusual and i would like to see what can be done to solve your issue.

Do you mind to send a private message to me about your :

• Full name
• Order number
• Machine Type Model (7 digits e.g. 7660-14A)
• Machine Serial Number
• Email
• Phone contact number
• Mailing address

Thank you!

Regards,

Cleo

[Cleo_Lenovo Administrator]

Hi  spaceman6,

Welcome to Lenovo Forum!

I understand your frustration and I really would like to help you to restore your confidence with Lenovo.

Do you mind to send a private message to me about your :

• Full name
• Order number
• Machine Type Model (7 digits e.g. 7660-14A)
• Machine Serial Number
• Email
• Phone contact number
• Mailing address

I'll see i'd able to get someone to attend to your problem asap.

Thank you!

Regards,

Cleo

[tiggerer]

Two weeks ago my Daughters Y510 did the bounce test and although she was only listening it was still working until sadly after trying to load a 349 meg update immediately after the bounce test (did anyone else get this very large update?) it failed to restart the O/S and shuts down after trying to fire it up. I had her hit the delete button when she booted it and a memory test came up so I had her run it and it said that there was a problem with the boot sector and to put in her recovery disk to initialize the repair but....She is in her last year at University (four hours away) getting her  B.ed and thus has two address's and hasn't a clue where it is! So after talking to just about everyone from support I must complain first that the first person I spoke with was from the Philippines and that's not what I have the problem with but this guy didn't have a clue about Vista and was telling me to push the Lenovo button so I asked him if he realized that if that were done it would wipe her hard drive of all her files and she would have to re-install Vista and just how was she supposed to do that without a disk even if she had a recovery disk??? So after educating this individual about Vista, he couldn't understand what our Postal Code meant or how important it is in order to get our mail(don't they use Zip or Postal codes in the Philippines or what?) and I knew there was going to be a problem having him send her a recovery disk to her university residence, and three days later no disk!!!! Not surprising so I called support again on Monday the 25th/10 and found out that he had in fact sent it somewhere else and the new guy who was also located in the Philippines? Apologized up and down and got the correct address again and promised that I would have the disk in two business days, well it's been three days and still no disk! So I want my $59.00 back for a recovery disk that has been deducted from my credit card the day after I ordered the disk, not to mention after doing my home work I found that not only could she have used anyone's recovery disk providing that it wasn't a Dell,HP etc. she could have also used anyone's copy of Vista O?s to do both jobs for free as Vista is not copy righted. She also could have burned her own copy for free from four different sites posted on Microsoft Vista Forum which of course you have to be running Vista in order to burn one but at least it is free and she could have been back up by now had anyone at Lenovo had the decency to tell me this. One Last again and that is, it also shows and says that you can buy a complete Vista O/S from Microsoft for $79.00, so why would I pay $59.00 for a recovery disk only to find out that it is not going to fix the boot sector for the second time that it has crashed when for an extra $20.00 I would have a disk that not only would do the repair sequence but be able to have an O/S to re-install after the recovery disk tells me that it can not fix the O/S and you know with all that has happened so far that that is what will happen. The work order number is WN 165894 and I first spoke with Brian who desperately needs training and to learn to speak English clearly and the second tech's name was Gary who seemed to know his stuff but as you can see I am no further ahead regardless. So please as I asked keep your disk and credit back my credit card as I have ordered the Vista disk for the twenty bucks more!

Regards,

Hung out to Dry

Tiggerer

[baldux]

Hi onds,

I've exactly the same problem! So it should be time to get at least a short answer according our inquiry.

Short summary:
- I'm from Europe but have also an valid US street address Lenovo can ship to.

- I wanted to pay using VISA cc registered at European bank but Lenovo's online purchase system doesn't allow this because of address verification or whatever.

- So an alternative might be bank wire transfer which is mentioned on their sale sites.

- I've selected 'quote checkout' and got my confirmation quote number with my order details by mail.

- After that I've sent a mail to websales@lenovo.com and explained that I want to pay using bank wire transfer if European cc are no options for them. As I'm not looking for a long international phone talk I've chosen to mail them.

- Finally I'm waiting for an answer from Lenovo since several days... wonder if a reply will happen anyway.

Dear Cleo_Lenovo / Mark_Lenovo, please let us both know if you can help us out.

regards

[CaptainObvious]

---

tiggerer wrote:

Two weeks ago my Daughters Y510 did the bounce test and although she was only listening it was still working until sadly after trying to load a 349 meg update immediately after the bounce test (did anyone else get this very large update?) it failed to restart the O/S and shuts down after trying to fire it up. I had her hit the delete button when she booted it and a memory test came up so I had her run it and it said that there was a problem with the boot sector and to put in her recovery disk to initialize the repair but....She is in her last year at University (four hours away) getting her  B.ed and thus has two address's and hasn't a clue where it is! So after talking to just about everyone from support I must complain first that the first person I spoke with was from the Philippines and that's not what I have the problem with but this guy didn't have a clue about Vista and was telling me to push the Lenovo button so I asked him if he realized that if that were done it would wipe her hard drive of all her files and she would have to re-install Vista and just how was she supposed to do that without a disk even if she had a recovery disk??? So after educating this individual about Vista, he couldn't understand what our Postal Code meant or how important it is in order to get our mail(don't they use Zip or Postal codes in the Philippines or what?) and I knew there was going to be a problem having him send her a recovery disk to her university residence, and three days later no disk!!!! Not surprising so I called support again on Monday the 25th/10 and found out that he had in fact sent it somewhere else and the new guy who was also located in the Philippines? Apologized up and down and got the correct address again and promised that I would have the disk in two business days, well it's been three days and still no disk! So I want my $59.00 back for a recovery disk that has been deducted from my credit card the day after I ordered the disk, not to mention after doing my home work I found that not only could she have used anyone's recovery disk providing that it wasn't a Dell,HP etc. she could have also used anyone's copy of Vista O?s to do both jobs for free as Vista is not copy righted. She also could have burned her own copy for free from four different sites posted on Microsoft Vista Forum which of course you have to be running Vista in order to burn one but at least it is free and she could have been back up by now had anyone at Lenovo had the decency to tell me this. One Last again and that is, it also shows and says that you can buy a complete Vista O/S from Microsoft for $79.00, so why would I pay $59.00 for a recovery disk only to find out that it is not going to fix the boot sector for the second time that it has crashed when for an extra $20.00 I would have a disk that not only would do the repair sequence but be able to have an O/S to re-install after the recovery disk tells me that it can not fix the O/S and you know with all that has happened so far that that is what will happen. The work order number is WN 165894 and I first spoke with Brian who desperately needs training and to learn to speak English clearly and the second tech's name was Gary who seemed to know his stuff but as you can see I am no further ahead regardless. So please as I asked keep your disk and credit back my credit card as I have ordered the Vista disk for the twenty bucks more!

Regards,

Hung out to Dry

Tiggerer

---

Recovery disc and OS disc is of course different. Recovery disc contains the image of the whole system (according to models) incluidng OS, preload softwares (office, anti virus, etc) , drivers, etc. It's meant for recovering the machine to the factory state just like when u first received ur machine. It saves a lot of times to install many other preloaded stuffs because the recovery disc will do the rest for u. Most importantly, the preloaded sofware like office is still available for use.

OS disc from microsoft however is just OS.

[thehydn]

I odered on 1/20/10 and I travel this sunday for a biz trip and still no laptop.

Is it too late to cancel? I have to now buy a temp laptop because of all of this! 

In fact, the est ship date listed on the order status page was pushed forward by 2 weeks days AFTER I made my order. If i knew it would not be here on time I would have just ordered a stupid Dell.

I figured 15 days was enough time esp since the original ship date was BEFORE my departure.

Please advise, Is it too late to cancel?

[dmaday]

Hello,

First I apologize if this is the wrong forum, if so can someone please direct me to the correct forum.a

I purchased a Y 550 from lenovo back in November.  When i purchased it, it was for 589, I even received a confirmation email stating so.  I was able to check my order thorough lenovo's order status and sure enough it showed $589.  When lenovo shipped my laptop they charged me an additional $100.25.  My order was shipped on, December 17th.  I contacted lenovo December 18th, the next day and have been disputing it ever since.  Now that is horrible customer service.  I have sent the confirmation email to numerous reps, but yet noboby can resolve the issue, why is that?  I even tried to return the laptop (still unopened) after the 3rd day i received it and they told me i was going to be charged a restocking fee because they were in the middle of taking care of my pricing issue.  Guess what it still isn't resolved.  I am sorry I don't know who else to speak too.  Everyone I have spoken to is incompetent in the company. I am hoping someone who works for lenovo reads this is competent and can resolve this issue.

These are the reps i have spoken too. The first agent i spoke to was xxxx@lenovo.com.  She never resolved my issue, I called and emailed her and she never responed.  I called back and spoke with agent, xxxxx@lenovo.com he assured me  he would take care of my issue and he never did.  I tried to contact him via email and phone and he never responded.   Next I called back and spoke with xxxxx .  He also assured me he would take care of my issue.  Guess what he hasn't.  In face I think xxxxx is stuck in a loop. Let me explain that.  He emails me (automated of course) every 3 days with this email (shown below).  This email was first sent on january 14th and I continue to receive it till this day.  In my opinion I will receive this email till the day i pass away.  I have received this email 8 times.  What is going on here?

I don't understand why such a simple issue has dragged on this long.  I would at least like this issue to be resolved.

From: ...Add to Contacts To: email goes here

Cc:

---

Hi Mr/Ms. Name Goes here,

Thank you for contacting Lenovo.

Further to your query on your order number 2E1VMM,this is to inform you that the request for refund has been submitted to appropriate department, We will get back to you in 2 business days with updated information.

We would also like to let you know you are a valuable customer for Lenovo and we appreciate your business with us.

Should you require any further assistance, please do not hesitate to contact us on 1-866-428-4465, we would be glad to assist you.

Assuring you of our best services.

Thank You

Senior Sales Support Team
Lenovo Americas


New World. New Thinking. LENOVO
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