- STORE REVIEWS
- PRODUCT REVIEWS
2012-10-14
3/5
"I need to give Lenovo at least some credit.
I was looking for a value desktop from someone other than HP and came across a Lenovo listing on CNET. I went to their website and, when I had questions about the machine, I initiated a chat with a sales rep. She(?) was quite informative and answered all questions.
I probably should have checked Resellratings first, but I placed an order online. That was 9/4. An email came acknowledging my order and when I looked online, it showed a scheduled ship date of 9/10. 9/10 came and went and the posted ship date remained unchanged. I initiated a chat with one of their support reps and (after a 30 minute wait), got one who said they would get back to me with an update. Soon after, the online ship date was changed to 9/14, but I also received an automated email saying that shipment would be delayed by 30 days, or possibly longer.
It was then that I looked at Resellerratings and saw that my experience was far from unique. Fortunately, I was not in a desperate hurry to receive the machine, but I was getting impatient. I dashed off an email to their customer support address (also available on the website). (By that time I decided that I would no longer endure long waits on phone lines or for chats. My email informed them that the 30 day delay was unacceptable and included a link to the resellerratings review page, showing their "excellent level of service". I also asked for details of what was delaying my order and why I had not been offered any alternatives.
I received an apologetic response, telling me that my order was being expedited and that I would receive a 5% discount off my original price. I responded with appreciation, but noted one review in which an individual was promised, but did not receive a 10% discount. They also gave me a new ship date.
That was the last I heard from them until I received an email that my machine had shipped. It was shipped one day before their committed date and was sent via 2 day delivery (which I had not requested or paid for). It arrived a day early and in good condition. I have had no complaints since.
I should also add that they did not actually charge me for the unit until several days after it had arrived. (I paid via Paypal, and they secured the amount at the time I placed the order, but they did not put the charge through until after I received the unit.) At the same time, they did rebate the 5% as promised.
So, the whole process was a pain; it's a good thing I didn't need the machine right away, and I did have to bother them. But they did come through. I'm going to give them 3 stars. (I'd probably give 2.5 if I could.) But you can get product from them and I have to believe that they do exist to sell product. But you should be prepared to have an active relationship with them if that's what it will take. It took me 21 days from when I placed my order until the machine arrived. The machine itself has been working fine and I am happy to finally have it."
Detailed Ratings
Pricing of products and services
Likelihood of customers making future purchases
Overall product shipping and delivery process
Overall customer service
