My bad experience with attempting to purchase from Lenovo, so far...
Customer Number: ********
Order Number: 2HALJJ
Deboshree ,
All of that sounds fairly reasonable, but is nothing like what the Lenovo representative told me in a converastion on the phone a week ago. At that point Lenovo's story was that the laptop was being shipped immediately and would arrive at my house "by the weekend". He said nothing about credit card processing at that time, but did verify my shipping and billing address.
I'm not concerned about the build and shipping of the laptop taking a reasonable amount of time. I'm concerned about Lenovo lying to me about it. I made plans based on that lie. This is not the way web sales and order fulfillment are done by companies that want to keep their customers.
Also, I do nearly all of my shopping on the web, and there is no "2 business day" delay in processing my card. Lenovo is the only business that has ever said anything like that to me.
I'm considering canceling the order. What if I have to go through all of this lack of customer service again later if the laptop needs warranty work? What if I get lied to then, when my computer is down for who knows how long? It's not looking like a reasonable risk to me at this point...
Look at your competitors. Dell does NOT lie to their customers. Amazon knows how to fulfill orders and provide up-to-date order status on their web page. These things are not impossible. These things are, in fact, industry standards and anything less is an insult to your customers.
Enough... I'll make a decision about the order tomorrow. If Lenovo cannot give me some reasonable status update by the end of tomorrow I will cancel the order.
KP
On Mon, May 23, 2011 at 9:46 AM, Lenovoreplies <lenovoreplies@thinkteamlenovo.com> wrote:
Dear Kevin,
Thank you for contacting Lenovo.
We apologize as we do not have the update right now. The Credit Card verification is not done yet. Normally it takes 2 business days. After which we can give you order status. I would request you to contact our Credit Card Team at: 1-800-426-3325 (7.30- 5.00 pm CST) for further assistance.
If you have further questions or concerns, reply back to websales@lenovo.com. You can also contact us at 866-42-THINK (84465) option number 2, or via live chat at
http://shop.lenovo.com/ISS_Static/WW/AG/portals/chat/lenovo_chat.html and a customer service specialist will assist you.
Once again, thank you for contacting Lenovo.
Sincerely,
Deboshree
www.lenovo.com/us
-----Original Message-----
From: "Kevin
To: websales@lenovo.com
Date: 05/20/11 22:09
Subject: Order Status?
Do you have updated order status? When a Lenovo representative called me on Monday he said the $10 shipping fee would be removed from my order, and also said I should expect the order to be delivered on Friday (today).
The status of my order on this page has not changed since then. The $10 for shipping is still on there. No indication that the order has shipped.
