07-06-2012 02:23 PM - last edited on 07-06-2012 04:02 PM by zoltanthegypsy
To whom it may concern,
I ordered a Lenovo y480 laptop back in early May. I need it for my summer job, and I was under the impression that Lenovo was a reputable brand. It took over a month for the laptop to ship. It eventually did on the 12th of June, and I was given a UPS tracking number.
The tracking number did not work. I called UPS and Lenovo back and forth for over a week. UPS told me that my tracking number not working meant they had never picked up the package - if they had, it would be in their database. Lenovo, however, insisted that the package was 'held in Canadian customs', which is why the tracking number did not work. I requested that someone track down my package. I think someone tried, as I received two calls from Lenovo asking if it had been delivered. They told me they 'didn't know where the package was'.
Though I continued to call Lenovo to try and sort this out, all I ever received was the same answer - that it was 'in Canadian customs'. This ended up being a downright lie on Lenovo's part. On my 11th phone call, Rajdeep told me he would send a request to track my order, and that it would take 1-2 business days to figure out where it would be. 4 business days later, I had heard no reply. I called yet again, and was told Rajdeep would email me by the end of the day.
The next day I received a reply from Rajdeep, telling me my order was lost, and I could either have a refund or a replacement.
I am simply astounded at the ridiculous support I have received from Lenovo. It is now two months since my order was placed, and as far as I'm concerned it hasn't even been shipped yet, as I still have no clue when it will arrive. I cannot believe that the compensation I have received for the huge waste of my time was to 'please let us know whether you would like to have a replacement or full refund'.
This is completely unacceptable. I need this computer for work, and I have people to answer to regarding my business. I needed it for the summer, which is now more than half over. Each phone call would take roughly ten minutes to complete, often more.
I will never buy from Lenovo again, and I will strongly discourage anyone I know from buying from them. Their customer service is appalling. I do not want to ever go through this entire process again, and I would never wish it upon someone else. I would really appreciate it if someone could get back to me on this. My order no. is 4240360053. Thank you.
Moderator note: full name of employee removed, per forum rules: Lenovo Community Participation Rules
07-09-2012 01:18 PM
Thanks for sharing your concerns here! I do apologize for your order experience so far.
I've shared this with a member of our sales team and asked that they follow up with you to help get this resolved.
07-12-2012 08:50 AM
Still haven't received a follow-up. Been over two months since the order has been placed, and no word as to when the computer will even be shipped.
What is going on...???
07-13-2012 01:00 PM
Have you contacted Rajdeep as referenced in your original posting to begin the process of refunding you for your machine or working on another replacement? Mark has reached out to a manager on the sales team but it appears his schedule has not allowed him to get in touch with you yet.