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Merchant Member
2013-05-13
5/5
"They were the only seller I could find who had the product in stock, they shipped it quickly, and everything arrived as expected."
2012-11-27
1/5
"6/12 - Customized and ordered a new Lenovo T420 laptop from lenovo.com, along with a few accessories. Estimated ship date of 6/15
6/13 - First accessory ships, estimated ship date for the laptop still 6/15
6/15 - Estimated ship date for the laptop still 6/15
6/16 - Second accessory ships, estimated ship date for the laptop is now the end of September. I've now been charged for and have two accessories in the mail for a laptop that isn't going to ship for over three months.
6/18 - After over two hours on hold with Lenovo customer service, somebody finally answers. They can't give any explanation for the sudden 3 month delay. I decide to order a similar model from the Lenovo outlet store instead and cancel my order on the phone, which goes through fine. I receive my cancellation confirmation, find a similarly-equipped T420S on the outlet store and order it. Estimated ship date of 6/19
6/20 - Receive an email notice letting me know my order has been delayed, no word on when it will actually ship
6/21 - Laptop is shipped
6/27 - Laptop is delivered! Open up the box...it has an international power plug and the keyboard isn't right. I finally find the model number buried in the corner, X220i, I ordered a T420S. I call customer support, and spend the next 15 minutes explaining to the rep that "yes, I know I ordered a T420S, I did not receive a T420S, I received an X220i". They look up the serial number of the machine I received, according to their systems that serial number belongs to a T420S. Because it's an outlet store order, they can't do an exchange, so she sends me a UPS shipping label to send the laptop back and tells me I'll have to order another one. She transfers me to the sales department, the sales guy finds a similarly-equipped T420S on the outlet store, confirms that it is indeed a T420S. It's about $60 more expensive than the last one because the outlet store discount has been reduced since I placed the previous order a week ago, he won't price match it. He places the order
6/28 - Laptop is shipped
7/4 – I send back the X220i
7/5 - Laptop is delivered! Open it up, another international power plug. Pull out the laptop, it's another X220i. I call customer support, explain that this is the second time this has happened, and my THIRD order in total. It's been over 3 weeks, my credit card has $2500 sitting on it from Lenovo, and I still have nothing to show for it. He tells me there must be some problem in manufacturing, and he'll send me an email within the next two days letting me know what they're going to do. I check the outlet store, there are more similarly-equipped laptops there, and the prices are even higher. It's now nearly $200 more to purchase a laptop with the same specs as my first outlet store order two weeks ago
7/11 – Three business days have passed, still nothing, contacted support asking about the status. The rep who I spoke to on 7/5 is unavailable so they will leave a message for him and he’ll get back to me
7/12 – Still nothing, contacted support again. They assure me that my original rep will get back to me by the end of the day “without fail”
7/13 – Still nothing, contacted support again. This time the rep bypassed the original rep and set me up with an RMA number and shipping label to send the laptop back. I go to a 3rd party retailer and purchase a T420S there instead, ships the same day
7/14 – I send back the second X220i
7/17 – T420S from the 3rd party retailer arrives, all is right with the world
8/2 – I receive the reimbursement for the SECOND X220i that was returned to Lenovo
9/1 – Contacted support about the reimbursement for the first laptop that was sent back. They acknowledged that it was received, but there had been no action taken. The rep said they would resubmit the request and I would have my reimbursement within 10 business days
9/15 – Still nothing, contacted support again. This time I was told that they never showed receipt of the laptop, and asked if I could provide the tracking number. They finally acknowledged receipt, and said they would resubmit the request and I would have my reimbursement within 10 business days
10/3 – Still nothing, contacted support again. I was told that they showed receipt, and they showed that a reimbursement request had been submitted twice already, but it had not been processed. I was assured that they would resubmit the request and I would have my reimbursement within 10 business days
10/26 – Still nothing, contacted support again. This time I was told that they received a notification from the concern department that the wrong machine was sent back for refund. I explained that of course it was the wrong machine, that was the entire reason I sent it back, and this should have been noted on the account. I was assured that they would resubmit the request and I would have my reimbursement within 10 business days
10/30 – Finally received reimbursement for the first returned laptop…four months after sending it back"
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