Last Friday October 10, I placed my order online with Lenovo for a T500 with discrete graphics and WXGA LED screen.
I configured my notebook and placed it in my online shopping cart, completed my bill to/ship to info and entered my credit card info then clicked on ‘Check Out’. To my surprise my order disappeared.
I re-entered all the info clicked on Check Out, again the order disappeared.
I phoned Lenovo and explained what had happened. They told me it was a website glitch and to “keep trying, it should be working shortly".
So I did, I tried a few times in the afternoon and a few more times in the evening, still nothing.
The sale was ending October 13 and I didn’t want to miss out so I tried again Saturday, Sunday and Monday. It was the Canadian Thanksgiving Long Weekend and Lenovo Canada was closed so I couldn’t reach them by phone.
Tuesday morning I called Lenovo and spoke to a Sales Rep. I knew Monday was the last day of their advertised sale so I first wanted to make sure I wasn’t going to lose out on the pricing.
He assured me my order was “for sure” still in the system, he “guaranteed” me it would not be lost and if the new prices were higher they would for sure honour the original pricing I was quoted because their web glitch was not my fault.
The Rep said he also couldn't process my order at the time because the website was down for them too. He said "for sure the site would be up within a few hours and then I could go online and input my order, or I could call him and he’d do it for me.
So I tried again in the afternoon as instructed, still no luck. I phoned and emailed the Rep and asked for help. He told me “yup, it’s being worked on now, we’ll be able to get your order through by the end of the day and yes, your shopping cart contents/credit card info and pricing is safe and all good – no problem. He told me he’d keep an eye on my order and get back to me by the end of the day. No one called me back or emailed me.
So at 4:50pm I called the Rep again. He said, “sorry, I’m told it will be up by the morning for sure, and don’t worry your order is for sure in the system, to use his own words, “I guarantee you your order is safe, it may just take an extra day to fix the website, Lenovo is an Engineering company, not a Web Design company, you will ‘for sure’ get the model you ordered at the price that was advertised at the time you placed it in your shopping cart, do not worry, I will email or call you tomorrow morning.
Wednesday morning I checked the website again, now I could no longer access my shopping cart or even sign into my account. I waited until 3pm for the Rep to phone me back - no one called, no one emailed.
Wednesday at 3pm I called my Rep and got his voicemail. I tried a few more times still no answer. That was odd, every other time I'd phone he answered first ring or call me back within a few minutes.
For fun I called him again, this time pressing *67 on my phone to block my outgoing number, lol. Guess what? He answered on first ring, LOL. Instead of getting angry with him I just hung up the phone, I'm not looking for an argument, I just wanted a new notebook and reasonable customer service. It looked like he wasn't going to call or email back as promised so I called in on the regular order line and spoke to another Rep.
I briefly explained what had happened and his reply was something like "“sorry, there’s a website problem, like man, what else can I tell you, I’d love to take you order but I can’t, you know how it is”.
Trying to keep my blood pressure under check I asked to speak to a Supervisor, here's his response, "sorry Supervisors here take no calls, they work on a call back basis only, so gimme you number and I'll see what I can do. I didn't like the words "see what I can do", in 24 hours it went from "guaranteed" to this? Things weren't' sounding good.
I waited all day Thursday for a call back and kept trying to access my account and shopping cart all with no success. From Lenovo, I couldn't believe it last night I was more surprised then angry I think.
So today, Friday 7 days later I called back into the Customer Service line and 'begged and pleaded' with a Rep to put me through to a Supervisor and after 27 minutes on the phone they did.
I calmly, clearly, and oh so politely explained the whole story expecting that finally if nothing else I'm finally going to get my T500 ordered.
But was I surprised. The Supervisor arrogant as hell told me "oh no, that's not a website glitch, that product no longer available, they should of told you that, sorry, nothing I can do".
After 7 days of grief this is what I get in return. I explained again, reasoned, said put yourself in my shoes and nothing but "no, nope and no way can I sell you that notebook.
I had more questions, like what's up with my credit card number being accepted during the order process then the whole order disappearing at the last mouse click. Will my card be charged? Word for word the supervisor said "ah, I don't think so, but if it is called back and we'll straighten it out" We're talking a $2, 900 notebook here!!
I could write more, but suffice it to say even after all these promises and guarantee's I got nowhere the Supervisor could of cared less and just wanted me off the phone.
What can I do? Fact is I still want my T500 WXGA with LED screen, I searched and studied hard to select that notebook and did so because of the resolution, large fonts, LED backlight - it's perfect for our needs.
That's my experience with Lenovo.
Unbelievable.
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