EXTREMELY angry about Lenovo's change in Return Policy

[Dodge DeBoulet]

Dear fellow thinkpadder, please cool down and don't hyperventilate.. Complain to Lenovo is more effective than ranting inside here...

"Ranting inside here" was far more effective in getting my on-site service issues addressed than any calls made to IBM support. Repeated complaints about the incompetence of the individual sent to service my T60 resulted in no action (by IBM/Qualxserv, anyway) until Lenovo was apprised of the situation through posts I'd made here.

I realize that this is not an "official" channel for Lenovo support, but the fact is that this site is monitored by Lenovo staff and they appear to take their reputation seriously. If their representatives are not providing effective customer service and support, it's important that the issues are raised in a public forum so that customers will be aware of potential pitfalls.

Moderators: My previous and considerably shorter post concerning this subject has disappeared. Was it deleted?

[gotconsultants]

There are even more effective ways in addition to this forum to get their attention. Especially if it is under $5000.....

[JaneL]

Moderators: My previous and considerably shorter post concerning this subject has disappeared. Was it deleted?

Not that I'm aware of.

[UclaWill]

I'm going through a similar process and am livid. Especially because when I tried to cancel the order before it shipped the CSR I spoke with assured me that "it's no big deal" because I can just return the unopened product for a full refund. (Of course, there's no record of that conversation in their "notes")

I've confirmed that, although the old policy is still plastered all over Lenovo's website, the terms and conditions on the actual order checkout page when you purchase the product reflect Lenovo's NEW return policy. This return policy "bait and switch" is unconscionable. The return policy on the checkout page should match the return policy on their website.

Here's a possible solution for getting around the "bait and switch". It is untested. But soon will be.

Subsequent confirmation emails direct you to a link which, according to language in the email, are the "terms and conditions governing this sale". Link: http://lenovosvcs.com/lenovo_eflyers/in ... y-info.htm

There, the following language can be found: "Agreement terms and conditions are available by visiting http://www.lenovo.com/products/us/contracts". Once you click on this link, you will find the "Lenovo Acquisition Agreement". The language in the Lenovo Acquisition Agreement reflects the old return policy.

Since the "terms and conditions" reflecting the old return policy were sent in subsequent emails which according to those very same emails, "govern the terms and condition of the sale", I'm going to argue that Lenovo modified the contract with language reflecting the old policy.

Dealing with customer service on this issue has been horrendous. I am firm, but polite, yet I have been lied to about the availability of supervisors and callback times. I'm a patient person, but when I have only 21 days to return a product from the date of the invoice, callback times are important.

I ordered an x61s to replace what I thought was a broken T42. Turns out I was able to repair the T42. When I actually have to replace my T42, (and this pains me to say) it will likely not be with a ThinkPad.

[santalink]

Update:

I filed a complaint with BBB last Thursday. I received a call from Lenovo executive relation this morning, and the representative told me he will refund the 15% restocking fees to me.
I got his direct line, and it only took 3 minutes to get this
resolved.

Thank you for recommending BBB to me!

Someone PMed me about what address I chose when I filed the compliant with BBB. Here is the address in case someone else want to know:

Lenovo
1009 Think Place
Morrisville, North Carolina 27560
United States