Hi, I was a previous Lenovo customer. I actually ordered my 1st netbook via their website last Jan 2009 and I didn’t have any problem. Last Dec 2010, I ordered separately an adapter for my netbook as well as a Y560D ideapad. The adapter was sent quickly without any questions or problem. However, the laptop wasn’t. I received an email asking me to inform my bank to include my shipping address as an alternative to my bank’s billing address. I was surprised because it was the same account that I used for my order for the adapter. Nonetheless, I informed my bank and within the day they processed it. Around 3 weeks later, I saw in my bank’s statement that Lenovo charged me for the pruchase already. So I was feeling confident that it was a matter of days before I was to receive it. On the 4th day of January 2011, I received an email from them informing me that the order was cancelled bec the shipping address was different from the billing address.
Since I was working on a ship at that time and we were at sea, I was only able to call their customer service hotline when we anchored on the 11th of January. They told me it was a “system glitch”. They told me that they will just refund me the original charge w/in 3-5 business days then re-order the same laptop. I told them that I need that laptop w/in 10 days as I’m flying to a diff country and the person assured me it would only take less than 8 days. So I said yes. It took them 3 days to process the order instead of immediately as what they promised me. Also, they failed to deliver the laptop to the address I gave them apparently bec UPS couldn’t find the address which is weird because it was the same address I used for the adapter. I had a suspicion that they wrote the address incorrectly. Anyway, since nothing will come out of it and I was leaving on the 21st of January, we came to an agreement that they would just reroute the order to an address in California from where a colleague of mine will send it to me.
I also followed up on the refund they promised me. The customer service person told me that they don’t have a record that they charged me for the 1st one that is why there was no refund. I was getting frustrated because my bank statement told me otherwise. They then decided to do a three-way phone call with my bank who then confirmed it to them that I was indeed charged for the initial as well as the re-order. If I hadn’t called and made them double-check, they wouldn’t have even called me bank to check.
For the 2nd order, as it was rerouted to the new address, they told me it would take 5 business days to process the request but it took them around 10 business days. Last week, when the laptop was supposed to arrive in the address I gave them, from the tracking number they gave me from the UPS, I found out that they couldn’t find the right street number. I was perplexed because even in google map I could find the place. I was suspicious that they made a mistake with the address. I emailed the customer service supervisor and he assured me it was the right address. After a day I called the customer service and they said again that it was correct but they will ff-up it up. I made them do a 3-way phone call with the UPS to get to the heart of the matter quickly. And lo and behold they were given an incorrect address, instead of 339 they wrote 399. The customer service rep told me they would request another change of address to correct the mistake and it would take another 3 business days. On the 6th business day, the sales support supervisor told me that they couldn’t process the order because it was a PO Box number and that Lenovo has a policy of not delivering to a PO Box number.
My compliants are as follows:
- How come last December I was able to receive the adapter I ordered at the same time as the laptop using the same credit card and same billing/shipping address without any problem whereas the laptop had a lot of “glitches” attached to it?
- How come Lenovo’s website had a lot of “system glitches” that charges your credit card but doesn’t process the order as well as show on their system that you weren’t charged when in fact you were?
- Why weren’t they able to deliver the laptop to the same address that was previously used for another order? My guess is someone made a mistake when inputting the address. Hey it happened the 2nd time when it was supposed to be delivered in California. The only difference was I caught them the 2nd time.
- Notwithstanding the fiasco of the 1st order of the same laptop but, how come it took them 2 months to tell me that they couldn’t deliver the laptop and that they don’t deliver to a PO Box? I mean if they were able to deliver it to the correct address the 1st time, we wouldn’t be in this situation. I spent a hundred dollars just on calls to their customer service because I told them before I re-ordered it that I would be flying to a different country in 10 days time and they assured me I would get it before then.
- Also, they were okay charging my credit card with the order but when it comes to delivering it they balk because its a PO Box number?
All I can say at the end of the day is, I am seriously turned off by their so-called customer service and professionalism. They should have just told me in the first place that they don’t want my business. They can be assured I would never buy anything from them again and that all my friends and family know about this fiasco.
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