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12-11-2017

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Official Complaint - unacceptable customer service

2017-12-11, 19:34 PM

To someone at Lenovo who hopefully cares,

 

I have been on the phone with Lenovo customer support for over an hour today...according to them, there is no way to officially file a complaint. I find that statement ridicuous, and if true, and slap in the face to all of Lenovo's customers.

 

Over a month ago, I purchased a docking station for my brand new Thinkpad p51s. Due to a shipping issue, the product was shipped to an address where I could not sign for the package. Fine, this shipping issue was the fault of UPS, not Lenovo.

 

Once the product was returned to Lenovo, I called and received a promise from customer support that they would ship my dock out to my work address. I have an associated case number and everything. Fast forward 14 days and I haven't receieved anything...not a shipment confirmation, not a response to my customer service email requesting information, nothing.

 

After calling today, it turns out that they cannot ship my dock to a different address becuase I chose "amazon" as my payment method instead of giving Lenovo my credit card directly. My support ticket was marked closed and my dock was never shipped. I was not informed of any of this information until I managed to speak with a customer service support supervisor (I have her name and employee ID).

 

Effectively, Lenovo took my money, refused to ship me my product, did not issue me a refund, and told me nothing about the situation.

 

Such customer service holes are completely unacceptable. How can a company operate with procedures that allow for acceptance of payment for goods and lack of delivery of said goods? Such a policy amounts to THEFT.

 

Is there anyone at Lenovo to whom I can express my frustration who cares about the customer experience?

 

 

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1 Posts

12-12-2017

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Re: Official Complaint - unacceptable customer service

2017-12-12, 0:31 AM

I would also like to know how to file an official complaint. Please let me know if you hear anything, but I won't hold my breath!

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8222 Posts

09-04-2014

SK

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Re: Official Complaint - unacceptable customer service

2017-12-12, 14:43 PM

Hello vsinow22, welcome to the Community,

 

Sorry this hasn't been the smoothest customer experience for you. A complaint ticket had been opened on your behalf and am happy to say that, as informed, a refund is being processed which you should receive in 7-10 days. 

 

Andy

 

English Community Administrator
Lenovo eServices

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8222 Posts

09-04-2014

SK

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  • Message 4 of 6

K6 Power Warranty Entitlement Question

2018-11-28, 7:57 AM
 

Andy

 

English Community Administrator
Lenovo eServices

Please remember to come back and mark the post that you feel answered your question as the solution. 
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8222 Posts

09-04-2014

SK

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Re: Official Complaint - unacceptable customer service

2019-04-06, 20:29 PM
 

Andy

 

English Community Administrator
Lenovo eServices

Please remember to come back and mark the post that you feel answered your question as the solution. 
Did you find a post helpfull? You can thank the member by awarding them a Thumbs Up
 

Please don't ask me questions by Personal Message; questions belong in the forums.
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1 Posts

07-22-2020

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Re:Official Complaint - unacceptable customer service

2020-07-22, 12:46 PM

After I been sending for the second time my laptop to repair for the same faulty issue, the courier misplaced the item. 

 

Lenovo not only was not able to track the package from a courier service they have booked but, also, they failed to assist me in this hard time, putting me in the situation of having to chase them for any answer with no current results. 

 

I have been waiting for a month where I feel my privacy and data being left in jeopardy, as well as my income since they have been negatively affected by this situation.

 

I am extremely disappointed with the situation and how Lenovo is handling it.

 

I expect them to provide me ASAP with a refund of the laptop as well as the of the Lenovo warranty extension I have paid for the laptop (which I can provide all the proof of), since they were not able to fix the issue for two times with the conclusion of losing the laptop. 

 

I also expect that this will be fixed soon as it is already a month since it happened. 

 

Silvia

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