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4 Posts

09-12-2018

MY

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  • Message 1 of 10

Shipping import license missing

2018-09-12, 3:14 AM

My order has been stuck at customs for the past week, solely because Lenovo has not provided the import license for the shipment my order is in.

 

Given that this is a prevailing problem for Lenovo a lot of the time, what exactly is preventing you from providing the requisite documentation on a timely basis so your consumers get their orders on time?

 

Calling customer support twice has led me nowhere, as I was assured by the customer service representative that someone would contact me regarding the status of my order, but no one has. Asking for more specific contact details for the office in-charge of shipping and preparing the documents was also met with failure.

 

I have a business trip coming, and will need the laptop for my work by 14th September, yet I have no idea when I will possibly receive it for this purpose. The experience has thus far been stressful and extremely discouraging. Lenovo, your products are excellent, but with this kind of execution how will your consumers ever get to experience them? I specifically decided to go with Lenovo instead of Dell but feel no reward for doing so.

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4 Posts

09-12-2018

MY

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  • Message 2 of 10

Re: Shipping import license missing

2018-09-12, 9:14 AM

My package is also stuck in customs awaiting import license any update on how long it is?

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4 Posts

09-12-2018

MY

16 Signins

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  • Posts: 4
  • Registered: ‎09-12-2018
  • Location: MY
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  • Message 3 of 10

Re: Shipping import license missing

2018-09-13, 2:22 AM

So multiple calls later, a mere' kindly note we have informed our logistics team expedite shipment' is your response?

 

No information on your amended timeline for procuring the relevant import licenses (which is done by merely filling in a form, mind you), no information on why there is such a long delay (sales tax is not calculated or declared until after the import license is procured, by the way), and no specific feedback on what can be done.

 

Calling your support number gets me nowhere, as I can only talk to a customer specialist. I am unable to get to your case manager to escalate this further, and all I have are general answers with zero substance.

 

I have until tomorrow, the 14th September (GMT+8), to receive the laptop or I will not get it until after my business trip. And I need this laptop for my business trip.

 

Your shipping broker is atrocious – UPS does not share any blame in this, and has actually been extremely helpful – yet there is no way for me to contact them to push this forward. How can you still be in business with such terrible customer service and support? I have no answers, and no idea when I will receive my laptop.

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4 Posts

09-12-2018

MY

16 Signins

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  • Posts: 4
  • Registered: ‎09-12-2018
  • Location: MY
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  • Message 4 of 10

Re: Shipping import license missing

2018-09-13, 9:13 AM

Another day gone, and another day without answers.

 

Called Lenovo customer service again, and got a ticket number registered (8011798549), but again no response from the supposed regional case manager (Grant) or anyone else for that matter. I tried getting a direct contact i.e. e-mail or phone to the regional case manager but was denied. Basically I am stuck having to call generic customer service again, and again, and they have no ability to tell me when I may be able to receive my order. No one is taking responsibility and when pressed, they dodge my questions.

 

Am not sure which shipping broker Lenovo uses for Malaysia/Southeast Asia, but they definitely dropped the ball. Reports from multiple people show that the shipment coming into Malaysia has missing import licenses.As a result, everything is held up at customs clearance and nothing can move forward. And I don't have any way to escalate this, as the complaints are definitely not going to the right people.

 

It seems I will not be getting my laptop in time for my business trip after all, which essentially means my productivity is crippled because I don't have an acceptable laptop to substitute. This has been the most horrendous customer experience I have seen so far, and could have been completely avoidable. This is my first and only purchase of a Lenovo product, and I will not be recommending Lenovo to anyone until they clean up their act. I love your Thinkpad products, but if they are not going into consumer hands without considerable effort on  the customers' part, you may as well have crafted an inferior product.

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3 Posts

12-21-2018

MY

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  • Message 5 of 10

Re: Shipping import license missing

2018-12-21, 4:20 AM

Sad thing, this is happening to me in December of 2018 and I need the laptop as soon as possible. I guess Lenovo MY or who ever it is never learnt their mistakes.

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1 Posts

10-09-2019

MY

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  • Registered: ‎10-09-2019
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  • Message 6 of 10

Re: Shipping import license missing

2019-10-09, 9:48 AM

It is in October 2019. It is happening again. Considering the fact that the shipping of my laptop had been already delayed. WHY????? It's just a simple process you need to document it to avoid this failure. 

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1 Posts

10-14-2019

MY

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  • Message 7 of 10

Re: Shipping import license missing

2019-10-14, 5:50 AM

Yes. me have the same issue. Just happened today. 14th Oct 2019. Dont know what is the real issue. But this is really frustrated. 

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1 Posts

02-27-2020

MY

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  • Message 8 of 10

Re:Shipping import license missing

2020-02-27, 9:38 AM
2020 and this problem still persists.
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1 Posts

08-13-2020

MY

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  • Message 9 of 10

Re:Shipping import license missing

2020-08-13, 6:21 AM

Yeah, it still persists until today. Very disappointed in how things have never changed over the years. Mine was scheduled to arrive by today from UPS after the import scan from Sepang, MY, but now it is stuck in this stage: We are working to obtain information or documentation required for clearance by an agency other than Customs. 

 

Placed my order on the 5th Aug, although it's only been a week, I really want my laptop to arrive ASAP. Plus this has been an ongoing issue for so long, maybe it's time to stop dodging the problems and provide a solution. Otherwise, I'm pretty sure myself and the others would not be ordering Lenovo products online after such nuisances. 

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1 Posts

08-25-2020

MY

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  • Message 10 of 10

Re:Shipping import license missing

2020-08-25, 11:33 AM
Hi, I just bought my laptop last Thursday as well and I received the same notice around 2pm today. My laptop is now stuck in Sepang also :') May I know how long did it take for you to receive it?
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