Lenovo cancelled my T42 order, then blamed me!

[gentoo]

I ordered a T42, the 2373-M3U, on July 12. I was told that it would ship in 10 business days, and my estimated ship date was July 26. I checked my order status online every day and everything looked on track. Until today.

I logged in this morning and typed in my customer and order number. "Order not found." I looked at the numbers I typed and typed them again, sure I had made a typo. "Order not found." I tried a third time, just in case. "Order not found."

I called Lenovo and asked to speak to someone about my order. I gave them my order number. "Well, your order was cancelled, that's why it's not showing up in the system." I'm sorry, what now? "Your order was deleted on July 19." But that's today! And I certainly didn't cancel my order this morning. I'd remember that. "According to our system, the order was deleted."

This went back and forth for a good five minutes before I realized this wasn't going anywhere. I asked to speak to a supervisor about getting this straightened out. Instead I got transferred to my original sales rep. She looked up my order history and saw that my order was deleted because the billing address on my file was incorrect and the payment department couldn't authorize my credit card successfully.

Back on July 13 I found out that the billing address had been entered incorrectly (by the sales rep) in the original order, so I called her up to make the change. She told me she fixed it and it wouldn't affect my order since my card hadn't been charged yet. Apparently that isn't so.

Here's why I'm mad: Lenovo told me that because my order was cancelled in their system, even through an error that they have admitted was their fault, my order now goes to the back of the queue and I must wait another 10 business days before my order will ship.

I purchased this laptop was for a specific purpose and needed it by August 1. Now it won't even ship until the first week of August.

Does anyone here know what the proper method of addressing my complaint with Lenovo is? This seems outrageous to me.

[GomJabbar]

Well, you could probably reorder it through an IBM/Lenovo reseller. I ordered my brand new T-42 that way. You will probably get it much quicker. Perhaps even Bill here has the model you're looking for. Of course you want to be careful that your credit card is not double billed!

[JHEM]

Does anyone here know what the proper method of addressing my complaint with Lenovo is? This seems outrageous to me.

Call back and ask to speak to a supervisor. Be FIRM but not aggressive. Don't hang up until you speak to someone or get a promise of a callback from someone and you have their name and extension number.

Regards,

James

[gentoo]

Well, you could probably reorder it through an IBM/Lenovo reseller. I ordered my brand new T-42 that way. You will probably get it much quicker. Perhaps even Bill here has the model you're looking for. Of course you want to be careful that your credit card is not double billed!

I can't use a reseller because I need to use my EPP code.