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2 Posts

09-13-2013

United States

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  • Posts: 2
  • Registered: ‎09-13-2013
  • Location: United States
  • Views: 21
  • Message 1 of 1

Delayed order and terrible customer service!

2013-09-13, 2:14 AM

Order number: xxxxx

Part number: 2352CTO

Customer number: xxxxx

ThinkPad T430s

 

To whom this may concern:

 

I am writing this to express my dissatisfaction with Lenovo's delivery services and customer services. 

 

Firstly, I ordered a laptop for my first year in college with the knowledge that it would be delivered to me by September 10th. That date rolled around and my laptop was no where to be found. Upon checking my order form, I noticed that the shipment of my laptop had been delayed by nearly 2 weeks. On top of that, it would take over a month to reach me. I sent an email to websales@lenovo.com, the address that Lenovo personally lists as the contact for orders, explaining my predicament, clearly indicating that I leave on September 17th, and that I would need the laptop prior to that date in order to install software, make changes, etc. The email was then replied by an automated message stating: "Thank you for your recent submission to Lenovo Customer Service. We appreciate your business and your inquiry is important to us. A customer service specialist will respond to your inquiry within 24 hours." 

 

The next morning I received an email that was clearly a copy and pasted template, containing a link to check my order status and a few sentences to take up space. My order was indeed expedited to a certain extent, but it was still unacceptably late. Seeing as my email approach was getting nowhere, I decided to make a phone call to Lenovo's customer service. After being placed on hold for approximately 5 minutes, I was given the option to leave my number and be called back when it was my turn. An hour went by without any reply, leading to myself calling the customer service yet again, only to be greeted by an automated voice telling me they were closed. Again, I sent an email last night with the promise that I would be receiving a reply within 24 hours. This time even that was unfulfilled. 

 

This laptop is crucial for the software I will be running for my major in school, and the delayed delivery truly is unacceptable. I am already a previous Lenovo customer yet this is extremely upsetting considering the lack of professionalism that I have been met with. I hope my order can be carefully reviewed and that I can be contacted by a specialist to fix the predicament I am facing. 

 

Simon

 

 

Moderator comment: Personal information removed to protect member's privacy.

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