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2016-12-18
1/5
Worst customer care ever, and I never even saw the computer!
"Where do I begin? I purchased a Lenovo laptop on Cyber Monday, and paid for it using my PayPal account. I requested the computer be sent to a friend's house, which I have done through PayPal many times with no problems. When I received my order confirmation from Lenovo, they used my friend's name and address for both the shipping and the billing address. I tried for about a week and a half to contact Lenovo (to correct the billing error) via phone or online to no avail. Meanwhile, when checking order status (because I received no shipping information from them), I saw that the laptop would not ship until JANUARY. Still trying to contact Lenovo, I checked out their Twitter feed, and saw that people were waiting on hold for four hours just to reach somebody. I contacted them via Twitter, but never heard back. At this point, I decided Lenovo was not a company I wanted to work with. I looked online to see if there was a way to cancel the order, and there was! Seeing that the computer was still scheduled to arrive in five weeks, I placed a "request for cancellation". I had a few choices in a drop-down menu of sorts to choose why I was canceling the order, and the best option was something to the order of shipping taking too long. There was no way I could indicate that I had tried contacting them on several occasions to correct the billing order and had finally given up. I quickly received an email from Lenovo stating that they had received my request, but there was no guarantee as the computer may have shipped. I didn't think there would be any problem, given that my order status said the computer was to arrive in January (about 4 weeks away). The next day, I received notification that the computer had shipped! At this point, I no longer wanted the computer, or to do business with this company. In addition, the computer was being shipped to a friend's house at a date that he would be out of town. When I contacted UPS to reroute the shipment or see if I could pick it up, I couldn't do anything because the computer was not in my name. Meanwhile, my bank would not release the funds for the computer as the billing and shipping information were incorrect. So now we have a brand-new laptop shipping to the Chicago area in frigid temperatures, and being left in an out door lock box because nobody was home to receive it. I was finally able to reach somebody from Lenovo, who really wasn't very helpful. He informed me that if the computer could not be delivered it would be sent back to them and I would have to wait weeks for a refund. Finally, I was able to convince somebody at UPS to get it out of the lock box and send it back to Lenovo. Although the money was not pulled out of my bank, I learned that PayPal had "fronted" the money for me to Lenovo. So now I have a dispute going on with PayPal so that they can get their money back from Lenovo - as I have a negative balance in my PayPal account due to them paying for the computer despite my bank not allowing the transaction due to the billing name/address discrepancy. Lenovo has been near IMPOSSIBLE to reach through this, and there is no way to email them with an issue that falls outside of their pre-made forms/drop down boxes. I thought shipping the computer after I requested cancellation without contacting me first was shady, and I would have very low expectations regarding contacting tech support if I had needed it. Thankfully, both UPS and PayPal have picked up the slack and hopefully the issue will be resolved in time. I would never recommend purchasing from this company after this experience."
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