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PTX2019
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Posts: 10
Registered: ‎11-07-2019
Location: US
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Message 1 of 14

Outlet order of tablet - no longer any predicted shipping date. What gives?

Hi there, I ordered a tablet from the outlet. Two weeks after the order, the status page no longer has an estimated shipping date or estimated delivery date. The CS chat rep couldn't provide info, and email that "the focus department" didn't respond. So now what do I do? I need this machine soon, how do I get an ETA? 

PTX2019
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Message 2 of 14

Re: Outlet order of tablet - no longer any predicted shipping date. What gives?

Since the post above I responded to the email from the CS Chat rep. He hasn't responded, and no further information was sent.

 

To try to find out what's going on I then called the Lenovo CS number for help with orders. The lady that answered told me she would check with the focus (?) department. She said they weren't responding, so would it be OK to email me the status? I grumbled, and she offered to try to contact the focus dept again. She said "me and my supervisor contacted the focus department, but they aren't in the office right now". End result, she'll supposedly send me an email with the status.

 

Summary so far:

- Lenovo promised "ships in 1-3 business days"

- It became 6 business days immediately after the order

- On the 6th business day a credit card charge was authorized for the tablet

- The order status page changed the dates to grayed out, progress stuck at 'not shipped'

- It is now the promised/estimated delivery day, but zero information is available

- A chat rep emailed that he 'didn't get a response from the focus department'

- The chat rep didn't follow up later with the requested information

- The chat rep didn't respond to my email asking for more info

- The phone rep couldn't get information from the 'focus department'. 

 

To be continued, but to say that this process has been disappointing is an understatement. 

Administrator
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Message 3 of 14

Re: Outlet order of tablet - no longer any predicted shipping date. What gives?

Hi PTX2019,

 

I can understand you are puzzled, so was I and have been trying to find out what has happened here and requested the relevant team to send you an accurate order status.

 

Andy

 

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PTX2019
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Message 4 of 14

Re: Outlet order of tablet - no longer any predicted shipping date. What gives?


@Andy_Lenovo wrote:

Hi PTX2019,

 

I can understand you are puzzled, so was I and have been trying to find out what has happened here and requested the relevant team to send you an accurate order status.


Hi Andy, thanks for responding, at this point I'm just thrilled somebody cares! Smiley Happy  Should I message you the order number, or were you able to piece together the order based on the info I provided already? 

 

Edit, oh I think I get it, you probably used the real name associated with this forum account to look up to order. Perfect.

Administrator
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Message 5 of 14

Re: Outlet order of tablet - no longer any predicted shipping date. What gives?

Hello,

 

No need and yes, you are correct in your assumption. What I am currently seeing is that the order was scheduled to ship on the 1st Nov. but didn't. I'm currently trying to find out where the process broke and what the current status is.

 

Andy

 

English Community Leader
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PTX2019
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Message 6 of 14

Re: Outlet order of tablet - no longer any predicted shipping date. What gives?


@Andy_Lenovo wrote:

What I am currently seeing is that the order was scheduled to ship on the 1st Nov. but didn't. 


Thanks for looking into this! Since this was for an outlet item listed as new, I'd happily accept a brand new equivalent unit not from the outlet! That would definitely turn my frown upside down so to speak, especially if it ships quickly. Smiley Happy 

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Message 7 of 14

Re: Outlet order of tablet - no longer any predicted shipping date. What gives?

Sorry can't oblige there even if I would like to; I've just been notified that the order will be shipped today.

 

Andy

 

English Community Leader
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PTX2019
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Message 8 of 14

Re: Outlet order of tablet - no longer any predicted shipping date. What gives?

Ah, should have asked earlier! Smiley Happy Still happy that there's movement, I guess I should expect the system around the 15th going by the originally predicted shipping time. Fingers crossed!

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Administrator
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Message 9 of 14

Re: Outlet order of tablet - no longer any predicted shipping date. What gives?

Maybe not. Smiley Happy Someone from the sales team will be contacting you, Please work with them to ensure you reach the solution which best meets your needs.

 

Andy

 

English Community Leader
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PTX2019
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Message 10 of 14

Re: Outlet order of tablet - no longer any predicted shipping date. What gives?


@Andy_Lenovo wrote:

Maybe not. Smiley Happy Someone from the sales team will be contacting you, Please work with them to ensure you reach the solution which best meets your needs.


Hi Andy, thanks again for helping out. Should I expect a call or an email? So far I haven't heard anything. My credit card did get charged yesterday so that's progress, but the order status page still shows the same unshipped status. 

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