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6 Posts

11-29-2019

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Lenovo Return and Refund Issues

2019-11-29, 14:57 PM

I'm yet another schmuck who returned a laptop (because I bought a different thinkpad laptop) and Lenovo is holding my funds hostage. Full timeline of events:

 

  • October 25 - Put in order
  • October 31 - Filed RMA (before product event arrived)
  • Nov 1st - Received laptop, didn't even open it, sent it out via UPS the next day
  • Nov 4th - Lenovo received my laptop, as verified by UPS tracking
  • Nov 22nd - I call to ask why I haven't received my refund. Am told it needed to be closed and that I sohuld receive funds in 24-48 hours.
  • Nov 27th - I call again to ask why I haven't received my refund. Am told I should see it by the end of the day and am given a support agents e-mail to keep track of things.
  • Nov 28th - Still no refund, I e-mail the support agent informing them that I will file a chargeback on Dec 6th if I haven't received my money.
  • Nov 29th (today) - No response from support, no money.

This is near-fraud levels of incompetence and dishonesty. I've never filed a chargeback before, and I'm not sure who I have to threaten to do so with in order get this resolved, but check back December 6th to see how the saga continues!

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6 Posts

11-29-2019

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  • Message 2 of 13

Re: Lenovo Return and Refund Issues

2019-11-29, 15:00 PM

For reference, my order number is 4293843163.

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2440 Posts

05-01-2010

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  • Message 3 of 13

Re: Lenovo Return and Refund Issues

2019-11-29, 18:02 PM

Hi, Happy Thanksgiving!
Your location shows as being in the US, so it is understandable that you would receive no response during a holiday week/weekend.
I am not employed by Lenovo, but I actually had the experience of purchasing two ThinkPads and had to return the unopened duplicate.
There was no problem. It took a several weeks for the refund to show up on my credit card. I'm sure everything will work out for you once business is back to normal at the credit card companies, so that you won't have to threaten anyone.
Happy Holidays!






Microsoft MVP Consumer Security 2006-2016 / Windows Insider MVP 2016-Present
I am not employed by Microsoft or Lenovo.


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6 Posts

11-29-2019

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  • Message 4 of 13

Re: Lenovo Return and Refund Issues

2019-11-29, 19:31 PM

Happy Thanksgiving to you as well!

 

I recognize that expecting 24 hour-response on a holiday is unrealistic, but I think it's fair to be upset with the fact Lenovo has missed their own deadline three distinct times. Hence, the Dec 6th date upon which I will request a chargeback.

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9812 Posts

09-04-2014

SK

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  • Message 5 of 13

Re: Lenovo Return and Refund Issues

2019-12-03, 20:32 PM

Hello benzn, a belated welcome to Community,

 

I've reached out to our Customer Relations team for an update on your refund and they in turn will be reaching out to the returns warehouse. I hope to have an update for you within the next 24 hours and I do appreciate you have probably heard before now, but, to be honest, I am looking to shorten the 7-10 days I received a short time ago as an expectation.

 

Andy

 

English Community Administrator
Lenovo eServices

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9812 Posts

09-04-2014

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  • Message 6 of 13

Re: Lenovo Return and Refund Issues

2019-12-04, 5:26 AM
 

Andy

 

English Community Administrator
Lenovo eServices

Please remember to come back and mark the post that you feel solved your question as the solution, it earns the member + points 
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6 Posts

11-29-2019

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  • Message 7 of 13

Re: Lenovo Return and Refund Issues

2019-12-04, 14:16 PM

Thanks Andy!

 

For what it's worth, I never received a reply from the customer support agent that I e-mailed.

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9812 Posts

09-04-2014

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  • Message 8 of 13

Re: Lenovo Return and Refund Issues

2019-12-04, 21:07 PM

Hi

Sorry for missing my deadline, hopefully you can forgive me the few minutes. I can't offer you a definitive answer, as much as I would like to, at the moment. I am awaiting an update and have escalated to senior management.

 

Andy

 

English Community Administrator
Lenovo eServices

Please remember to come back and mark the post that you feel solved your question as the solution, it earns the member + points 
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6 Posts

11-29-2019

US

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  • Message 9 of 13

Re: Lenovo Return and Refund Issues

2019-12-05, 2:37 AM

I got a "Credit Confirmation" today, no doubt because of your efforts Andrew. I don't see the money yet, but hopefully this means I am out of purgetory. Thank you for your help! I'll follow up again once I actually see the refund.

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15 Posts

12-04-2019

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  • Message 10 of 13

Re: Lenovo Return and Refund Issues

2019-12-06, 17:36 PM

I got this too, but 17 days later now, no refund.

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