Complaint Review: Lenovo

A month ago I ordered a laptop for my engineering class and Lenovo just be having a sale for students. First off it always sucks waiting for something awesome like a laptop to come in the mail. Only to find out they sent you someone else’s laptop. So, already completely frustrated with the whole situation, I sent it back and began the long wait for a refund, before I could begin another long wait to order another laptop. I was told the wait would be between 7-10 business days before I would see the money back in my account. 10 days later, low and behold, no money in my account. I call Lenovo back, which I had by this time gotten very accustom to dealing with over the phone, and I asked to speak to a manager. The lady said she would arrange to have a supervisor call me within 24 hours.

24 hours later no attempt to contact me was ever made. I called back and explained my frustrations and even then had to argue to get a supervisor on the phone. I eventually got a supervisor on the phone, and he explained to me that my refund was sent to the man whose laptop I received. UNBELIEVABLE! How is this even legal? If it wasn't for Lenovo’s big name I would think this was a scam! Finally worked out a plan where my order would be placed for a new laptop (which i thought we had discussed to be that day since it was a Friday) however the order wasn't placed until the following Monday because he didn't place the order before he left for work that day even though we had this conversation at around 11 that morning. Again more of my time wasted carelessly.

There was a price difference between the two laptops so I am still due a refund that is already showing issues, I’m on the eighth day now. The supervisor who at first seemed very helpful became less helpful as he quit replying to my emails. I emailed him last Thursday, just asking for an estimate on when I may receive my refund, then again on Friday… Finally I called Friday and a customer service representative explained to me the supervisor was attached to my case and he would be the only one who could really help me. So she said he would contact me the following Monday… again. Monday comes around waited all day for a call or an email that never came. Tuesday I call back and again he’s not in the office but he will get back to me.

Finally I get an email saying that "…billing is taking longer than usual to process our requests". So that doesn't bode well for this second round of trying to get a refund. My order for my laptop was finally placed on the 5th of October the status read "order received, on the sixth it read "sent to manufacturing", and on the 11th of October it reverted back to “order received”.  Ugh… Finally I talked to a customer service rep via webchat tonight and she explained that the there was a part shortage and they’re waiting for parts. So where I was once expecting this laptop sometime at the end of the month, who knows if I’ll ever see it or my money. By the way if any of you were wondering, they offered me a very very very small discount as compensation because they appreciate my time and business… pfft… This is so sad I wanted to love this company I really did, this has turned out to be the biggest let down.

My grades have suffered tremendously for Lenovo’s repeated mess ups and they don’t even care to step up and try to make amends for all this crap. I’m a hypocrite as I sit here and wait, checking my emails order status constantly praying for something to happen. I just feel like, at this point, if I give up I would have done nothing but wasted all that time and I hate to admit defeat. And even then will ever even see that refund? Hopefully people, students especially, will see this and know what they’re getting into when they go Lenovo directly. I did a bunch of research and they have a great product but their customer service is the worst I’ve ever seen. There’s no excuse, how can you mess up one order, over and over and over. I somehow missed this in my research but I hope others read this and think twice. Even if they screw up horribly, they won’t do anything for you, except make promises they won’t keep.