Has anyone else had a Thinkpad disappear from a UPS truck?

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eelton · #1 Post by **eelton** » Fri Dec 14, 2007 6:45 pm

My T40 having died, I ordered a new T61 last month. It finally shipped on 12/5, and was listed as "out for delivery" on 12/11 (3 days ago). However, there were no delivery attempts, and that's the last info available. I've called UPS several times, and the bottom line is that they can't locate it--it's either lost or stolen.

UPS told me that they can't do anything for me, as Lenovo does its own investigations. I'm currently getting bounced around by Lenovo customer service.

Has anyone else had this happen? What was the outcome? I'm most interested in getting a replacement laptop, but I would hope they can at least reverse the charge on my credit card in the meantime.

Moderator note: Moved from T6x conference

andrey · #2 Post by **andrey** » Fri Dec 14, 2007 6:55 pm

This can happen with any package during pre-Christmas rush. Lenovo is the shipper and it's up to them to do an investigation. You can, of course, convince them to reverse a charge until the package is located or ask them to send you a replacement. Make sure you tell them that you need your laptop as a Christmas present! =)

pailhead · #3 Post by **pailhead** » Fri Dec 14, 2007 6:57 pm

Give it week or so. If you don't hear anything from Lenovo, call your credit card company and talk to them about reversing the charges. I'm pretty sure the shipper has to report the the package as missing and a search through UPS will take 7-10 business days. If you haven't heard from Lenovo and they don't seem motivated to help you, a call from your credit card company should prod them into action.

eelton · #4 Post by **eelton** » Fri Dec 14, 2007 8:33 pm

Well, after 45 minutes on hold with Lenovo, they told me I had to call back on Monday since the people I really needed to talk to had gone. I asked them to reverse the credit card charge, but they said they couldn't.

So, I called American Express and they put the charge on hold. The AmEx rep also made it sound like they could be of assistance in helping resolve the situation, including requesting that Lenovo send out a replacement laptop.

ThinkPad · #5 Post by **ThinkPad** » Sun Dec 16, 2007 7:09 pm

Wow that sounds like a horrible story. I think it would be better if the shipped thier laptop in generic boxes, instead of flaunting the highly desirable assets.

pianowizard · #6 Post by **pianowizard** » Sun Dec 16, 2007 7:26 pm

ThinkPad wrote:I think it would be better if the shipped thier laptop in generic boxes

YES, I was thinking the same thing just several weeks ago when I saw an unattended UPS truck with at least a dozen big boxes labeled "Dell". The OP's experience is terrible and I sympathize with him, but I am actually a little surprised that these packages don't get stolen more often, considering that many deliverers don't lock their trucks during delivery.

Website · #7 Post by **tfflivemb2** » Sun Dec 16, 2007 7:48 pm

My T61 came in a generic box. There was no writing on the box whatsoever indicating that it was from Lenovo. In fact, I saw the box and was like "What is that?"...then it dawned on me, duh...lol

EDIT: You can actually see that the box had not writing if you look at my video of me opening it. The box appears at 2:44...after my rambling.

goofyGAguy · #8 Post by **goofyGAguy** » Sun Dec 16, 2007 8:10 pm

LOL, the video is hilarious.

SaberX · #9 Post by **SaberX** » Sun Dec 16, 2007 9:26 pm

Loved the video also....I liked the way you changed the trackpoint cap befor you start the system up for the first time....Oh ya at the end of the video , i would leave the sticker on.....

joester · #10 Post by **joester** » Sun Dec 16, 2007 9:58 pm

DUDE!!!!

You missed that "NEW TOY" smell the second you opened it!!!!

Nice toy!

Joe

eelton · #11 Post by **eelton** » Sat Dec 22, 2007 9:00 am

If anyone has any interest in how this is going...

I talked to a level 2 person at Lenovo, who said he'd start an investigation. When I asked about a replacement laptop, he said Lenovo couldn't do that yet. He then said he would call me back within a day to tell me the status of the investigation. That was five days ago, and I haven't heard back from him.

I'm glad I disputed the charge through American Express. At this point, I think I'll just take my money back. It's already been a month since I placed the order, and who knows when Lenovo will actually get a replacement to me.

doog · #12 Post by **doog** » Sat Dec 22, 2007 11:16 am

Wow that is awful!
I don't blame you for wanting to just get your money back.

fkelly · #13 Post by **fkelly** » Sat Dec 22, 2007 12:39 pm

hey your deal is totally on Lenovo. UPS barcode scanning system should show the pickup at Lenovo, and the various scans thru their system. If there is no POD scan (proof of delivery), you are completely off the hook. Actually you should never have been on the hook.
UPS has to find that missing package and deal with Lenovo. Lenovo should be either refunding your dough back or sending a new lappie.

Lenovo ships enough pc's to have quite the upper hand with UPS and it should not be that big a deal for them to get credited by UPS.

NO Proof of delivery = no lappie= refund/new one. Simple as that.

Sounds like this has gone on way to long.......

I worked for many, many years at Fedex and know the drill. It's the US Postal Service that gives me a headache.

eelton · #14 Post by **eelton** » Sun Dec 23, 2007 3:03 pm

Well, a Lenovo employee who read my posts on this forum was kind enough to contact me and arrange for a refund of the money I had paid. I certainly appreciate his efforts, especially on a holiday weekend. (And I appreciate having a forum like this one.)

ThinkPad · #15 Post by **ThinkPad** » Sun Dec 23, 2007 4:16 pm

tfflivemb2 wrote:EDIT: You can actually see that the box had not writing if you look at my video of me opening it. The box appears at 2:44...after my rambling.

Fun video

Has anyone else had a Thinkpad disappear from a UPS truck?

Has anyone else had a Thinkpad disappear from a UPS truck?

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