Another Lenovo service complaint thread. (RESOLVED)
Posted: Tue Sep 11, 2007 8:23 pm
In the beginning of August, I ordered a Thinkpad Advanced Dock via the web. After I placed my order, the system timed out, and the website told me to resubmit. So I resubmitted, as instructed.
Three days later, I got two "Your order has been shipped" emails. I called, explaining that I only ordered one dock. I was told that I was too late, as they both had shipped, but that I could return one of the docks under the "21 day no questions asked" policy.
On August 15, the dock that I was using stopped working; it randomly undocked. I called Lenovo to explain the problem, and stated that it would be great if I could return the defective unit for a refund. I was told that no refund would be issued, as the box was open. I then explained that I only ordered one dock (a call they claim to have no record of, of course), and that wouldn't it be a great solution to just take the broken dock back, and credit my account? After being placed on hold four times, and "speed-dumped" or cold-transfered at every turn, I finally reached someone who insisted that I speak with tech support.
At this time, I had invested over 90 minutes on the telephone. I explained the problem to tech support, who told me that I needed to return my laptop. I explained again that the laptop was not broken, but tech support insisted that my laptop be returned. Sensing that this was ridiculous and counterproductive, I called again, waited on hold some more, was transferred between customer service, sales, and tech support again, until I finally reached someone who seemed to understand. But he wanted to charge me a 15% restocking fee! He stated that he was cutting me a break, because I had opened the package. I explained again that my order was duplicated through no fault of my own. After placing me on hold for 30 minutes, the fellow on the phone offered to waive the restocking fee, and said that he would send me an RMA number for UPS.
I asked, "Don't I need a label?" and he replied that all I had to do was write the RMA number on the box. So I did so. UPS, of course, would not accept the package.
I called Lenovo back, and after being transferred three more times (and disconnected once), I got someone at tech support who (I thought) was not a total moron. He said that he'd send me a label.
The next day, I received a third docking station!
I called Lenovo back, and after spending another 90 minutes on the phone and being transferred no fewer than five times, the gentleman told me to put the sticker form the box he sent me on an even bigger box, and to place both the dock he sent me and the broken dock in the bigger box.
I did so. I did not see a tracking number, but I did write other data from the return ticket down, and emailed it to myself as a sort of "receipt" of my own.
After nearly a month, I noticed that my account had not been credited. So I called Lenovo back, and over that date I spent (and I am not exaggerating) over four hours on the phone with Lenovo. I was disconnected twice.
I asked for a manager, and I was speed-dumped into a queue where I waited for 90 minutes before giving up.
Later, I reached someone who offered to stay on the phone with me until a resolution was reached. She abandoned the call as soon as I was placed in the tech support queue. Then I was told by another employee that "It takes (Lenovo) three weeks to receive the dock I sent back." When I questioned this, the rep told me to call back when the dock was received. When I asked how I would know such a thing, she said she didn't know.
I called again, and got a different rep who said that he would check with DHL, and he asked me for DHL' s phone number. This was the first and only time I swore at a Lenovo employee. I told him that he had to be effing kidding me, asking me for his shipper's phone number.
I was transferred to another rep who told me that Lenovo did not use DHL, and that I must be mistaken. I explained that DHL picked up the package-- and it was in fact the same DHL driver who delivered the third dock! I was told again that I was mistaken.
I called again, and asked directly for a manager. The rep made me retell the entire story, and hung up on me. He never transferred me to a manager.
Then was the employee in Toronto, who told me to ask for her when I called back in case Lenovo disconnected me again. After I was disconnected again, I tried to call her back. The rep refused to transfer me to her.
I'm pretty sure I talked to over a dozen people-- none of whom could help me. And repeatedly being transferred in a circle between tech support, service, and sales I have learned that no one is equipped or competent to help.
Finally I got to someone who offered to do some research, and promised me a callback from someone who would take accountability for the problem.
Feeling relieved but apprehensive, I finally got a voicemail, the rep said to call the 800 number with my tracking number at the ready.
I have told Lenovo no fewer than five times that I don't have the tracking number, but I have the rest of the data from the DHL label-- the data from the label that LENOVO issued to me.
I have truly run out of patience.
All told, I have been disconnected at least four times, and I have spent over eight hours on the phone with Lenovo.
At this point, I'm almost willing to give up the $400 that Lenovo owes me, but I just can't seem to let it go. I wish I could say that this post contains misstatements or exaggerations, but it certainly does not. I truly feel like a victim.
I need the email address or phone number of someone at Lenovo who can actually help me, without making me spend another day on the telephone.
Can anyone help me? (PMs are okay)
Three days later, I got two "Your order has been shipped" emails. I called, explaining that I only ordered one dock. I was told that I was too late, as they both had shipped, but that I could return one of the docks under the "21 day no questions asked" policy.
On August 15, the dock that I was using stopped working; it randomly undocked. I called Lenovo to explain the problem, and stated that it would be great if I could return the defective unit for a refund. I was told that no refund would be issued, as the box was open. I then explained that I only ordered one dock (a call they claim to have no record of, of course), and that wouldn't it be a great solution to just take the broken dock back, and credit my account? After being placed on hold four times, and "speed-dumped" or cold-transfered at every turn, I finally reached someone who insisted that I speak with tech support.
At this time, I had invested over 90 minutes on the telephone. I explained the problem to tech support, who told me that I needed to return my laptop. I explained again that the laptop was not broken, but tech support insisted that my laptop be returned. Sensing that this was ridiculous and counterproductive, I called again, waited on hold some more, was transferred between customer service, sales, and tech support again, until I finally reached someone who seemed to understand. But he wanted to charge me a 15% restocking fee! He stated that he was cutting me a break, because I had opened the package. I explained again that my order was duplicated through no fault of my own. After placing me on hold for 30 minutes, the fellow on the phone offered to waive the restocking fee, and said that he would send me an RMA number for UPS.
I asked, "Don't I need a label?" and he replied that all I had to do was write the RMA number on the box. So I did so. UPS, of course, would not accept the package.
I called Lenovo back, and after being transferred three more times (and disconnected once), I got someone at tech support who (I thought) was not a total moron. He said that he'd send me a label.
The next day, I received a third docking station!
I called Lenovo back, and after spending another 90 minutes on the phone and being transferred no fewer than five times, the gentleman told me to put the sticker form the box he sent me on an even bigger box, and to place both the dock he sent me and the broken dock in the bigger box.
I did so. I did not see a tracking number, but I did write other data from the return ticket down, and emailed it to myself as a sort of "receipt" of my own.
After nearly a month, I noticed that my account had not been credited. So I called Lenovo back, and over that date I spent (and I am not exaggerating) over four hours on the phone with Lenovo. I was disconnected twice.
I asked for a manager, and I was speed-dumped into a queue where I waited for 90 minutes before giving up.
Later, I reached someone who offered to stay on the phone with me until a resolution was reached. She abandoned the call as soon as I was placed in the tech support queue. Then I was told by another employee that "It takes (Lenovo) three weeks to receive the dock I sent back." When I questioned this, the rep told me to call back when the dock was received. When I asked how I would know such a thing, she said she didn't know.
I called again, and got a different rep who said that he would check with DHL, and he asked me for DHL' s phone number. This was the first and only time I swore at a Lenovo employee. I told him that he had to be effing kidding me, asking me for his shipper's phone number.
I was transferred to another rep who told me that Lenovo did not use DHL, and that I must be mistaken. I explained that DHL picked up the package-- and it was in fact the same DHL driver who delivered the third dock! I was told again that I was mistaken.
I called again, and asked directly for a manager. The rep made me retell the entire story, and hung up on me. He never transferred me to a manager.
Then was the employee in Toronto, who told me to ask for her when I called back in case Lenovo disconnected me again. After I was disconnected again, I tried to call her back. The rep refused to transfer me to her.
I'm pretty sure I talked to over a dozen people-- none of whom could help me. And repeatedly being transferred in a circle between tech support, service, and sales I have learned that no one is equipped or competent to help.
Finally I got to someone who offered to do some research, and promised me a callback from someone who would take accountability for the problem.
Feeling relieved but apprehensive, I finally got a voicemail, the rep said to call the 800 number with my tracking number at the ready.
I have told Lenovo no fewer than five times that I don't have the tracking number, but I have the rest of the data from the DHL label-- the data from the label that LENOVO issued to me.
I have truly run out of patience.
All told, I have been disconnected at least four times, and I have spent over eight hours on the phone with Lenovo.
At this point, I'm almost willing to give up the $400 that Lenovo owes me, but I just can't seem to let it go. I wish I could say that this post contains misstatements or exaggerations, but it certainly does not. I truly feel like a victim.
I need the email address or phone number of someone at Lenovo who can actually help me, without making me spend another day on the telephone.
Can anyone help me? (PMs are okay)
I have 3 orders and none of them has shipped yet 
