Dear Lenovo,
Your company has really made me realize what anger over poor customer service feel like. I am so upset with how my requests for service have not been handled, I will be choking back expletives as I write this post...
I was so excited to order one of your new Thinkpad Tablet slate computers, that I ordered one as soon as they came available. Boy, was that a huge MISTAKE! Your company advertises everywhere on their website, releases tech information, and even produces videos stating that your new tablet comes with the Android 3.1 software as a crucial part of its specifications. However, after completeing my order, I noticed that my purchase statement listed "Android 3.0 US" in the description. I was curious if this was a typo and emailed your customer service center about the issue. To my surprise, I was given a one sentence explination that, yes, infact my tablet would come with Android 3.0 instead of the 3.1 software that I thought I was paying for that day.
Upon finding out that I was getting shafted by YOUR COMPANY, who LIED about the specifications of the product I was buying, I was told that it would take a month (!) to ship my product so I decided to cancel my order.
I first called your customer service line on September 9, 2011 and spoke with one of your representatives and expressed that I would like to cancel my order because you were not sending me the product that I thought I was buying. He told me that my order would be canceled, but somehow my call around the world to India was disconnected before he could complete his obviously pre-written apology.
Just to be sure that you (Lenovo) got my message that I wanted my order canceled, I called back, the SAME DAY, and spoke to another member of your customer service center. Luckily the call managed to stay connected all the way through this time and I (thought) my customer service rep understood that I wanted to cancel my order. I even asked twice to double check that my order was canceled and was told confidently that it would indeed be cancelled within two business days.
Just to be sure, after I made my calls, I had been checking my order status page on the Lenovo website and noticed that as of 6 days later the page still said that my order was "in progress." I decided to send an email just to make sure my "please cancel my order" message was recieved before the shipping date (9/21/11) so that there would be no confusion.
Still, I heard nothing nor saw any update on your status page, so I decided to call your customer service center again. The girl I spoke with today told me that my order cancelation was recieved on September 19th and would take two business day to process. Her only reference to my cancelation request was the email that I had sent on the 15th, granted with the time change of operating on the otherside of the world and the inconsecutive business days due to the weekend, I can understand how it was recieved on the 19th. But my question is why were my first TWO order cancelation calls to your service center ignored?
And to top it all off, I get a notification email today telling me that my order has just shipped. Great. I'm glad you got the message Lenovo. I DO NOT YOUR PRODUCT BECAUSE YOU LIED ABOUT THE SPECS, must be translated as, "He must really want our product. Let's ignore his numerous cancelation requests and send it to him anyway, hoping that he won't be furious and send it right back."
I feel I have been blatently ignored and I would be surprised if this response gets something more than a half-hearted appology from someone across the world in an internet customer service center named "Pete." I am so disappointed with everything I have experienced when dealing with Lenovo; the obvious misinformation on the website about the product and the unknowledgable, unhelpful, and irresponsive "customer support."
I should have just bought an iPad. Not because it's hip or trendy, but because Apple knows how to take care of their customers. It will be a cold day in hell before I decide to give you any more of my money without thinking twice, jerks.
Sincerely Pissed-Off,
Marshall
