Lenovo bad!!! customer service

[mswlogo]

How recent was it? Did it actually get canceled?
If you try tracking the progress of the your order and it shows something like "Released to manufacturing" or "order in process", then they will ship it out.

It's not that bad since OP can return it later on with no restocking fee since he already tried to cancel the order. But the funny thing is that Lenovo has no record of speaking with him. That is ridiculous.

Last Thursday and Again Today

I got a confirmation by email before the chat ended last Thursday or so [only a few hours into process].

2nd time TODAY (which is very late into the process) she said 24-48 Hr's and she did email the transcription (good reason to use Chat) and said (her words) that since you did try to cancel if I have to ship it back there would be no restocking fee and said she would take care of the return personally and gave me her email.

You can't ask for more than that !!!

[pchome]

Agreed, my experience with Lenovo is also positive, especially the Thinkpad group, I can reach a live person even on weekends.

Really?! This is IMPOSSIBLE. You cannot reach any customer service or the so called 'post sales support' on weekends as they are closed. The only thing that will be working on weekends is SALES and you can talk to people from the US over the phone or outsourced people over chat and the second you mention anything about a previous order, they will tell you the automated message to call post sales support on Monday.

[Thecla]

I have to say Lenovo doesn't seem too interested in selling me a Carbon X1C. I filled out a web page request last week for a quote. No response. Called up their higher education number today (this would be through a University in the US.). Only want to buy one laptop? Not interested (that wasn't the case with the last Thinkpad I bought, or with HP/Dell). But will pass your request onto sales. Yet to hear from them...maybe tomorrow?

[MidnightSun]

Really?! This is IMPOSSIBLE. You cannot reach any customer service or the so called 'post sales support' on weekends as they are closed. The only thing that will be working on weekends is SALES and you can talk to people from the US over the phone or outsourced people over chat and the second you mention anything about a previous order, they will tell you the automated message to call post sales support on Monday.

Are you referring to technical suppport or post-sales support? If it's the former, that runs 24/7 and is probably what hmmwv was referring to. I've only had positive experiences with them. If you're referring to post-sales support for orders, yes, that is only reachable during normal business hours M-F (9AM-7PM EST). Sales is available M-F (9AM-9PM) and Sat/Sun (9AM-8PM).

I don't see how any part of that is non-standard practice. In any case, all hours are freely available and listed here.

[hp79]

Last Thursday and Again Today

I got a confirmation by email before the chat ended last Thursday or so [only a few hours into process].

2nd time TODAY (which is very late into the process) she said 24-48 Hr's and she did email the transcription (good reason to use Chat) and said (her words) that since you did try to cancel if I have to ship it back there would be no restocking fee and said she would take care of the return personally and gave me her email.

You can't ask for more than that !!!

High chance they will ship it out. Here's what my cancellation email looks like:
---
Date: 7/27/2012
From: lenovo@lenovo.com
Subject: Cancellation notification: Lenovo order 4242049xxx
Body: ...We are contacting you regarding your recent Lenovo order, number 4242049xxx. Unfortunately, we were unable to complete your order, and it has now been cancelled. The product(s) will not be shipped and you will not be charged for this order.
---
Date: 8/2/2012
Subject: Shipment notification: Lenovo order 4242049xxx
Body: ...All or part of your order has shipped. In some instances your order may be shipped from more than one location, which will result in multiple notifications. You will only be invoiced for products that have shipped.
You can track the status of your order online by visiting Order Status.
---

I received two X230T on 8/8/2012.



Again, tech support is 24/7 and very good. But yeah, contacting Post-Sales is PITA.

[ThinkRob]

Are you referring to technical suppport or post-sales support? If it's the former, that runs 24/7 and is probably what hmmwv was referring to. I've only had positive experiences with them. If you're referring to post-sales support for orders, yes, that is only reachable during normal business hours M-F (9AM-7PM EST). Sales is available M-F (9AM-9PM) and Sat/Sun (9AM-8PM).

This is correct. I've called technical support at all sorts of odd hours.

IIRC sales support and technical support are handled by two completely different groups. The latter is (at least in the US) outsourced to IBM. The former is... I dunno. Likely not IBM, but I have no idea.