Unacceptable Lenovo Customer Service

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cdrinkh20 25. čvc. 2014 v 18.20

Hi everyone,

My apologies if this is not the appropriate place, but I wanted to warn as many people as possible about the (probably obviously) awful customer service provided by Lenovo Computers due to a recent experience I had. Unfortunately, much of this took place over the phone so I don't have full documentation of correspondence, but I can assure you I'm covering it to the best of my ability. Please share and help me get Lenovo's attention if you can.

Day One: I place my order with Lenovo for a laptop on Sunday, July 6. Later that day, I notice that an error was made in the order: the operating system language has been selected as "French". I had ordered through a workplace discount site, so it was not through Lenovo's official site, but upon investigation I found when I switched to Windows 7 from the default Windows 8, it selected French for me. There is no English option available.

As a result, I sent a quick email to customer service to ask them to change the order for me.

Day Two (Monday, July 7):Customer service responds fairly quickly and tells me to expect a call from a representative. She soon follows up and informs me that in order to change my order, the original will have to be cancelled. She offers to place a new order for me, with the proper operating system language. She was quite friendly and helpful, telling me it was done - I received a new purchase confirmation and I followed up by replying to customer service's email with a screenshot of the language selection issue on the website.

Day 3 (Tuesday, July 8): I receive a cancellation notification and don't immediately read it as I assume my order has been cancelled. Looking back, only the extra battery (one of two items, the laptop and the battery), was cancelled. As of this email, the laptop order has been released to manufacturing, though it should have been cancelled the day prior.

Day 4 (Wednesday, July 9): I got mixed up and thought they had cancelled the battery on my new order, as the laptop itself hadn't been cancelled. I realise my mistake and message them again, apologizing. I received a response: "A cancellation request was submitted for the laptop on 7/7. When the order has been fully cancelled you will receive a cancellation email. "

Day 5 (Thursday, July 10):I get a notification from the hotel I stayed at a short while ago (where I had proposed to my girlfriend of six years) that my credit card has been declined, despite having put a large sum of money on my Visa in advance. Viewing my banking, it appears I still have two charges from Lenovo, one for each order. I send another email to customer service, requesting to know when my credit can be returned so I can pay my bills. The catch here is, my credit limit isn't even enough for both laptops and the only reason this was able to occur was because I had already put money down on the card.

Day 6 (Friday, July 11): I awaken to find TWO shipping notifications from Lenovo. Both laptops have been processed for shipping! I send an email, and at work that morning (about 8 or 9 am), I call Lenovo customer service. The firs time, I'm told that the packages have been processed for shipping and there is nothing they can do (not picked up by UPS until the end of that day or later). They explain to me that I will have to wait for the incorrect package to ship to me, request a return number, ship it back, wait up to 3 days for the return to process upon arrival, and then a further 5-10 business days (if I remember right) to receive my credit back. Keeping in mind, the laptop cost takes up about 3/5's of my Visa limit. I demand to speak to a supervisor, as I recently spent a great deal of my savings on my engagement surprise and will need my credit to prepare for Grad school in August. I'm told that the supervisor is busy and will have to call me back.

A couple hours later, I phone from work again, as obviously I have yet to receive a call from a supervisor. This representative already sounds tense, like they had a bad call, and is immediately hostile. I'm giving him my personal information to confirm my identity, and I can't recall if I used my mobile or home phone number...I get halfway through listing one (after about 3-4 other pieces of information) and he cuts me off with a rude "NO." He also informs me there is nothing he can do, and that if a supervisor is scheduled to call me they will, he doesn't know their schedule. Naturally, I was never given a name for the original "supervisor" and I don't see how it would hurt if he did call me back after I spoke with a different one and informed the first it had been resolved. I kept pressuring, because I'm quite frustrated by the lack of cooperation thus far - I requested a discount, to at least offset the inconvenience and the fact that I am short quite a sum of money for the time being. He responds that "discounts must be processed at the time of ordering" and that it's impossible. Right. Finally, he offers to have it re-routed to their office in Mississauga so that the return can be processed faster. That said, I will still have to wait up to 10 business days after that point to get money back that I didn't actually spend.

I make a third call about 4 hours later, and get a nice lady on the phone named Caroline. She's the nicest today and talks me down a bit, assuring me that it normally doesn't take anywhere near the 10 days for it to be processed... but I still can't get a supervisor, a discount, or my credit.

Fast forward to Day 12 (Thursday, July 17): I get home to find TWO packages at my door. The cancelled laptop was never re-routed.

Day 13 (Friday, July 18): I call customer service (AGAIN), really irritated. I let them know that I received two laptops, one that should have been rerouted. The agent apologizes and asked for my return number and UPS label - unfortunately, I had never received one because the package was never supposed to come to me. After spending a few minutes insisting that I should have one, and where I should find it in my inbox (which, I assure you, I know how to search). They spend the next while fiddling with UPS' site to get me a new label. The customer service agent tries again to tone me down and I resist getting going: they offer to "waive" the restocking fee because of the inconvenience (never mind that it was never my mistake - their official policy is "Lenovo will accept the return or exchange of a Product in its original package for a full refund in cases of Lenovo error (*see gift card policy below). Returns allowed for any other reason will be subject to a restocking fee equal to 15% of the purchase amount"). At this point, I demand a supervisor again and I'm told that their supervisor isn't working today, but can call me back Saturday. I'm away for the whole weekend, so I tell them, here's my number, have them call me Monday morning.

Day 17 (Tuesday, July 22): End of day, no call - I email Lenovo again letting them know I'm going to take to the internet unless I hear back from someone about the ridiculous customer service I have received. No reponse, so here it all is. Apparently my return arrived in Mississauga yesterday, so worst case scenario I should receive the money I never spent back on my Visa by August 12 (Day 37).

I'm sure many of you heard of the recent scandal[globalnews.ca] with a pricing error on their website, where, if I remember correctly, thousands of people who purchased steeply discounted laptops had their orders cancelled, and limited-time $100 vouchers awarded to them. I don't expect to get much response, but I hope with all of your help they will take notice that their customers demand and deserve better service.

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