A tale of bad customer service – Lenovo
I’ve been pretty gushing in the past about Lenovo and their netbooks, but more recently they’ve not been doing much to keep me happy.
About 6 weeks ago I ordered an s10-3t ‘netvertible’ (a netbook crashed into a tablet). It wasn’t exactly what I wanted – I’d have liked a higher resolution screen, and built in 3G, but it seemed like the best option available at the time. When I ordered delivery was supposed to be in 2-3 weeks, so I should have got it by the end of February.
As the end of February approached I started to regularly check my order status online. On Mar 4th my order status changed from ‘released’ to ‘scheduled’ – signs of progress at last.
After days of my order being ‘scheduled’ with no sign of it actually shipping I called the customer services help line to find out what was going on. The customer service rep said that she didn’t know what was going on, would find out, and call me back. I wasn’t called back. Meanwhile when I checked my personal email I found the following (why wasn’t the rep aware of this when I called? The email was sent before my call):
We are writing to you regarding your recent purchase of the IdeaPad S10-3T.
Unfortunately we are experiencing some delays with the GPS software that is part of the laptop.
We can ship the laptop out to yourself without the software to save anymore delays.
The software will then be available to download free of charge from our website in April.
If you would rather the laptop is shipped with the software pre-installed there is going to be a delay on the shipment.
Can you please advise us on how you wish to proceed?
I replied on the same day (Fri 12 Mar):
Please ship it without delay. I can live without GPS software (that I never even knew was part of the bundle).
No response from Lenovo. No change in status on my order.
On Monday (15 Mar) I tried to call the sales team again, but got routed through to voicemail (despite following the instructions not to do that).
Yesterday (Tue 16 Mar) I emailed again (as it wasn’t convenient for me to call, since I’m at a conference in Barcelona):
Has anything happened about this? When I check my order status online it still says ‘scheduled’. I never received the call back I was promised on Friday, and when I tried to call yesterday I got routed to voicemail.
Today I checked my order status again, wishfully hoping to see shipping details, but instead I see ‘cancelled’. WTF?
Since I’m still in no position to call the sales team I’ve sent another email into the black hole:
My order is now showing as cancelled. What is going on? I asked 5 days ago for it to be shipped without delay. Nobody seems to be replying to emails. Return calls that I was promised haven’t happened. I can’t get through to the call center when I try to call. All in all – very poor.
I can’t even reorder from the site, as the s10-3t isn’t available at the moment.
Is there any way that you can reinstate my order and get it on its way to me?
Lenovo – you suck. Doubly so because my mum has had similar issues with the U450 she’s trying to buy from you (twice).
Update (pm 17 Mar):
We are writing to you with regards to your order as above.
As you are aware from our previous email we had issues with the GPS software.
Unfortunately now due to component issues we are now unable to fulfil your order for the following product:
IdeaPad S10-3T Cosmic Night (Black) Cover
We therefore will need to cancel your order, the warranty will be cancelled and refunded.
Please find below a 20% voucher code to be used on our website for a future order with ourselves as an apology.
I am still left wondering why people have these machines in other countries? This looks to me like the fiasco with shipping that we had when the X60 was first launched.
Filed under: could_do_better, grumble, technology | 4 Comments
Tags: customer service, lenovo, s10-3t