I do believe that Lenovo just lost a future customer

Discussion in 'Lenovo' started by burningrave101, Apr 25, 2008.

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  1. burningrave101

    burningrave101 Notebook Deity

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    Well I got a letter back from American Express today saying that they had ruled in Lenovo's favor and couldn't grant me the 15% restocking fee for returning the unopened 14.1" T61 I shipped back. I had purchased it here back like 2 months ago and what happened was this. Lenovo was having a sale online with a pretty decent discount coupon and I decided to place an order for a 14.1" T61. Well after placing the order I got to thinking about it and decided not to go ahead and go through with it so I called Lenovo and asked them to cancel the order I just placed online. The guy tried to talk me out of canceling it and offered another 5% discount off that already discounted price to keep it. I thought about it a second but then said no. Later the next day I started to wish that I had just kept the order because with the extra 5% and Lenovo FatCash and the sale discount it was a pretty good deal, at least the best that had been offered for a while.

    So what I did was place another order online and called right after placing it to see if they could still offer me that extra 5% off. The guy I talked to said yes and I confirmed with him twice that an additional 5% would be taken off my already discounted web price. So then the laptop gets delivered like a week and a half later or something and I see the charge on there and it's the full price without the additional 5% and Lenovo also didn't report my 10% FatCash even though they reported the order I had just placed the day before and canceled an hour later. So by that time I had found me a better deal already on a different brand laptop and decided just to send that T61 back since it was unopened and it was just delivered and from what I knew Lenovo had a 21 day return policy with no restocking fee if the order is unopened.

    Well come to find out Lenovo decided to change that policy here not long ago so that you can't return like anything without a restocking fee unless it's their error. Well I was like this is crap. Lenovo didn't give me the extra 15% off the price I was planning to get and I decided I didn't even want it now because of realizing how much I would dislike the dim CCFL screens used in them so I got an RMA# and sent it back. I also spoke with Lenovo before sending it back to tell them about not getting my extra amount off and the guy made the point that he couldn't do anything for me. Then I asked him if he could at least waive the restocking fee since it's well within 21 days and it's unopened. He said he couldn't after I asked him twice. So I just shipped it back and then disputed the charge with AMEX and told them what happened.

    Today I get the letter back stating that Lenovo faxed them the invoice showing that they had refunded me the money minus the 15% restocking fee and that I had agreed to the restocking fee when placing the order. AMEX also said they couldn't do anything about the extra discounts I should of received because those were by word of mouth with no record. So in the end I had to cough up $187 just cause I decided to send back an unopened product that I never got for the price I was expecting. Dell, HP, Sony, and others all offer a 21 to 30 day return period where you can even return an opened product for a full refund if not satisfied. Even with Apple who charges a 15% restocking fee on customized orders you can a lot of the time talk them out of charging it, especially if it's unopened. I have a new MacBook Pro now and so after tasting the quality of Apple I doubt that I will ever buy another Lenovo product and have to possibly deal with their extremely poor customer service.

    BTW, this wasn't the first time that I've had an issue with Lenovo and needed to return something. I lucked out that time though after several phone calls and speaking with like three different departments at Lenovo because my new x61s was getting too hot to comfortably use even on a desk for any long period of time.
     
  2. Cunha

    Cunha Notebook Enthusiast

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    Next time dont order and pay for things that you dont want. Once you send your credit card or whatever payment away, you are in the twilight zone. They build a machine to your exacting specifications and you decide that you dont want it..and you expect them to take it back no questions asked? Thats a pretty wild request.

    Sorry that you ended up with a fee. Good luck with your apple..they make some nice machines unless you want to swap the battery, or right click.
     
  3. millermagic

    millermagic Rockin the pinktop

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    I would have to agree with Lenovo. Sounds like you jumped on the offer quick because it was a good deal and maybe shouldn't have.

    Have you had any experience with Lenovo's products before? Just wondering.

    If nothing else, you probably could have stuck it on ebay and made a lil money on it.

    But this alone doesn't seem like enough to make one switch manufacturers ... or switch to Apple.
     
  4. burningrave101

    burningrave101 Notebook Deity

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    It's a wild request to desire service that most every other major laptop manufacturer such as Dell, HP, Sony, ect offer and that even Lenovo themselves offered until they decided to change it like here the first of the year or something? I didn't even know that they had changed and if you will do a search here in this forum for restocking fee you'll find out there's others that didn't know about it until more recently either. You have to read the fine print on Lenovo's page. In one place it says they take back unopened orders for 21 days and that's what I was expecting. In another place it says no returns without restocking fee for customized laptops. I also don't think it's a wild request that I get charged the price I was told I could have or that they should at least report the purchase to Fatwallet considering they reported the order I canceled an hour later but not the one they actually charged me for.

    Why would you want to swap the battery? I get better battery life now than I did with an upgraded 9 cell battery on a PC laptop. That's because Apple use a different type of battery as well as OS X is better optimized for battery life on the MBP. And yeah I thought I was going to miss the right click button too but you can just set the trackpad so that when you tap with two fingers it serves as a right click function. To me that's actually better than having the actual button. Several other nice features about the MBP trackpad which like scrolling web pages with two fingers.
     
  5. burningrave101

    burningrave101 Notebook Deity

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    I previously had a Lenovo Z61m for a while and I still have a T60 widescreen that I bought last year from Buy.com. I also just had an x61s a few months ago that I returned after about two and half weeks because the palm rest was getting too hot for long extended use. Then I bought and sold a couple different ThinkPads last year on eBay when I would snag them for cheap. Lenovo has good products for the price overall but what I'm disputing is not their product but their poor customer service. Until you've had to actually deal with them then you really don't know. I spoke to a couple of different people from Lenovo and they didn't really seem to care at all that I didn't get the price I was quoted over the phone or even would consider budging on the restocking fee on a sealed laptop I had for like 3 days. I had to go through all kinds of hassles as well with the x61s when I was having an issue with it getting too hot for me to even comfortably try and use. They refused to grant a return until I sent it in to the depot for a repair at least once and then when I contacted technical support about sending it in they had to redirect me to another special department because overheating was something that had to be handled differently. I didn't get a call from that department till like a couple days later and then they finally granted the request to return it for a refund.

    With Dell or HP all I would of had to do is make a call, tell them what issue I was having, and that I was not satisfied with the product and they would of issued a return for refund no questions asked. And with an unopened laptop I would of definitely had no problem getting a full refund, especially if I told them I didn't get the price I was quoted.
     
  6. MikesDell

    MikesDell Notebook Evangelist

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    Wow, that does suck. Last I knew (back when I bought my T61 a few months back) their return policy was 21 days with an unopened box, and with an open box, you had to bite the 15% restocking fee. That sucks that it's a 15% either way now. Oh well, I guess you live and learn. My HP I had bought before my T61 I had opened, and even downloaded some software, and decided I didn't like it and wanted a T61. So, I called HP, and just like you with Lenovo, the person I spoke with offered my an additional $100 off the price of the laptop for me to keep it, but I just insisted that I wanted the Lenovo instead. They promptly sent me a shipping label via. my E-mail seconds later, no questions asked. Now that's what I call customer service. I definitely give HP a good customer service rating for their products.
    I also am VERY happy with my T61, and still am very happy I made the switch.
     
  7. uhkordguy

    uhkordguy Notebook Enthusiast

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    that's what you get for trying to manipulate the system.

    also, the 15% restocking fee is your fault, you agreed to the terms at the time of purchase.
     
  8. burningrave101

    burningrave101 Notebook Deity

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    How was I trying to manipulate the system? Because I expected a certain price that I was told I could have? Way to manipulate the system.

    Also, the 15% restocking fee may be my fault because of the fact Lenovo has now added this new clause into their return policy for custom built machines but I wasn't even aware that this change had taken effect. I still believed Lenovo offered the 21 day return policy for an unopened product and that's why I didn't even think about opening it. Like I said, I'm not the only one that found this out the hard way that Lenovo had changed this in their fine print. Do a search here in the Lenovo forum. If I had known ahead of time that I couldn't return it period without a 15% restocking fee I probably would of never ordered because I wasn't 100% about my purchase but I didn't want to miss the good price. Turns out I failed to get that extra 15% off my price and ended up paying another 15% restocking fee to return something I never even touched. Had to pay for insured return shipping to Lenovo too.

    But you know it's just a real shame that Lenovo's customer service and return policy is getting this poor compared to what it was with IBM. With IBM you had 30 days to return without restocking fee for opened or unopened.
     
  9. elfroggo

    elfroggo Notebook Evangelist

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    I see that you probably aren't getting the response you expected but fatwallet is also pretty strict with placing orders only through their system for it to work.

    The policy probably changed because people were taking heavy advantage of it and ordering multiple systems and returning a bunch of them with no charge. The customer base now is also very different than what it was before. Thinkpads used to be premium machines costing 2-3 thousand each. Now a T61p can be had for less than 1 thousand.

    -----------------------------------------
    "Can I buy directly from the merchant and still get FatWallet Cash Back? What about price-matches?
    No. If you deal with the merchant in-person, on-phone, or without FatWallet Stores link on-line, then you will not receive Cash Back. As a matter of fact, calling the merchant to change an order can cancel your Cash Back. Finally, if you request a price-match, the retailer will essentially cancel your FatWallet order and place a new one. In these cases, you will not earn Cash Back.
    We'll help if we can but the bottom line is this:
    If we do not get paid by the merchant, we do not pay you.
    What if I need to contact the merchant?
    Contacting the merchant may void your cash back! When making a change to an order, merchants regularly cancel the online order through FatWallet and enter a new one. Without the FatWallet connection on this new order, no cash back is earned. Even if no actual changes are made (such as calling to check the status), the merchant may still see themselves as the last assistance on the order and FatWallet may no longer be credited.

    It is best to cancel your order (which you can do directly) and then re-enter FatWallet Stores, find the merchant you want to order from and click on the merchant's name. Then (re-)order. Remember: If we do not get paid by the merchant, we do not pay you."
    http://www.fatwallet.com/support/faqs.php#faq14"
     
  10. steve p

    steve p Notebook Evangelist

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    I don't think the restocking fee is unfair to charge since even the shipping back and forth is part of it isn't it? As far as what was agreed, you seem like an intelligent consumer why not have them email the offers to you so you have some kind of record. It seems to me that this is simply a case of having second thoughts about which product you actually wanted. My experience with Lenovo customer service has been very positive.
    In any case you got yourself a great laptop with the Apple, enjoy it.
     
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