What began as a simple purchase of a laptop has led to DigitalJournal.com uncovering national, widespread problems within Lenovo's ordering system. The system was rolled out in Canada but is poised to go global.
Update: If you are a Lenovo customer who is still experiencing problems or delays, we want to hear from you. Scroll to the bottom of this article for details
Digital Journal -- If you ordered a laptop from Lenovo recently and you're still waiting for it to arrive, you're not alone. After an exhaustive investigation, DigitalJournal.com has confirmed from three sources within Lenovo Canada that the computer company has been plagued by buggy software that, in many cases, is causing serious shipping delays.
In this DigitalJournal.com exclusive, we find out how a Lenovo executive denies knowing anything about widespread problems, and why the corporate communications team is doing everything in its power to quash customer fears. Speaking to DigitalJournal.com, employees within the company, however, reveal that a buggy, error-ridden system implemented in November 2007 is still not working properly. And Lenovo customers are the ones who endure the consequences.
This is a story about deplorable customer service, a glitchy system and one journalist's fight for answers.
Customer Service Gone Bad
On Dec. 8, 2007, I ordered a Lenovo ThinkPad R61 online. After placing the order, I was told it would be "shipped within 1-2 weeks." I went about my business and waited.
Weeks passed and no laptop arrived. Around Christmas time, I called Lenovo's support centre to find out the status of my order. I was told the holiday rush was causing a few minor delays and that I should have it in about a week. So I waited, understanding fully the holidays are some of the busiest times for manufacturers.
As more time passed, however, I hadn't received any word from Lenovo so inquired again about my order. And that's when the debacle began.
"I don't know," the customer service rep answered when I asked him when I would be receiving my laptop. Surprised that he could not provide me with at least an estimated time of arrival, I asked him if I could speak with someone who could answer my question. "There is nobody," he replied and said I could file a complaint. I asked him to put me through to his manager to get some answers. "There is no manager," he replied swiftly. I was surprised. "What do you mean there is no manager? Do you mean to tell me it's just you there with no supervision?" I expected a defensive response, but the rep simply said "That is correct. There is no manager."
The conversation went back and forth as I struggled to believe this call support rep was working entirely unsupervised. And that is when the rep admitted Lenovo's dirty little secret: He said a new ordering system had been rolled out and he was not familiar enough with the new software. He could not give me a date as to when my laptop would arrive. He said I wasn't the only one waiting for a shipment and he couldn't help me because the new software was buggy.
With no other options, I filed a formal complaint. I was told someone would get back to me in two business days by email. Outraged at the despicable customer support, I demanded a phone call, not an email. We ended our conversation, and I was forced to wait.
- Photo illustration by DigitalJournal.com
Uncovering the Logistical Nightmare
Lenovo called back a few days later. A Toronto-based manager named Jim MacDonald from Lenovo's Canadian head office was on the line to find out what was going on.
When I asked him why there was no supervision in the main call centre and why a new system was to blame for delays, I only got apologies. However, MacDonald told me a new ordering system was the reason nobody could help me, and he too was unable to confirm delivery.
At this point, I should mention I have been a long-time ThinkPad user because of great ergonomic design, powerful guts, built-in software and the brand's famous red ball mouse located in the middle of the keyboard. My previous ThinkPad (bought while IBM owned the ThinkPad brand) was good to me, but I was looking to upgrade the computer I use personally and replace my almost extinct dinosaur. This was the first time I was dealing with Lenovo to purchase a new ThinkPad.
What began as a customer-to-company experience changed at this point. I almost never pull the "I'm a tech reporter" card, but because I was being told there are inherent flaws in Lenovo Canada's nationwide ordering system, I changed gears into journalist mode. Other customers had to know about this under-reported problem.
I told the manager I was dumbfounded that nobody in all of Lenovo (a multi-billion-dollar company) could tell me when I would receive my laptop and admit their new system was flawed. I said I would be writing about this whole experience in an effort to caution all potential Lenovo customers. MacDonald clammed up and told me he would call me back the next day.
Two days later I heard from him and early in the conversation he said he was not supposed to say the things he was about to, but said he did not want to lie to me. The Lenovo manager went on to say a new ordering system was rolled out in November 2007 and there was a laundry list of problems with it: customer orders were going missing; the company wasn't receiving proper orders; some customers were being shipped multiple orders; and others were getting wrong products.
He explained the call support team had also not been trained on the software well enough and it was buggy. He said nobody could tell me when the order would be delivered. He said some orders were processed without a problem, but that it was hit-and-miss and the company had received numerous complaints. He also said the new system was rolled out in Canada as a test ground but it will be implemented in the United States and other countries around the globe within a year. Canada was the guinea pig.
He also said it would be quite some time until all the kinks had been worked out and to calm me down he offered me compensation of a 10 per cent discount on my order, or a free 2GB USB drive. He said that was what they were offering all customers in my unfortunate position.
The Anti-PR Lenovo Executives and More Internal Problems
To confirm (for a third time) the claims that their internal system was flawed, I blasted Lenovo with a flurry of calls: I spoke with Peter Mockler, president and chief executive officer of Lenovo Canada; Ann Mahdy, Communications and Public Relations Manager; and another high-ranking representative in the company who asked not to be identified.
The president and CEO: On the phone with Peter Mockler, he immediately dismissed my claims their order system was bugged. "This is the first I've heard of this problem and it's outside of my role," he said. If problems were as widespread as I had been told, I was very surprised the CEO would be unaware of a major software change and the controversy that came with it.
I continued with questions as to why he was unaware of problems within his own company. He sounded frustrated. He said he is responsible for $500 million per year in revenue and he was not directly responsible for the consumer space. He spread his feathers and chirped a big number to show his power (at least that is how I saw it). Mockler was dismissive and did not seem to show much concern about a problem that seemed to be widespread, but he promised someone would get in touch with me.
The PR manager: Not long after my conversation with Mockler, corporate communications called me. Speaking with Ann Mahdy, I explained the situation and emphasized I was not calling as a customer, but as a journalist who wanted to inform all Lenovo customers of potential complications. I told her my case was not isolated, to which I received the condescending response: "Well, that's what you say."
I said it was not only me and that Lenovo's own employees told me of their internal problems. She repeated: "Well, that's your story."
In all my professional experience working with public relations and corporate communications personnel, I have never seen someone show such a disparaging attitude. I have also never felt less like a customer in my life. She promised me a follow-up the next week.
An honest employee: After receiving non-answers and unprecedented disrespect from Mockler and Mahdy, I received one final call from a Lenovo source who asked to remain unnamed. The source said the system in place at Lenovo is new and problematic.
"Anytime there is a complete implementation of a new system, unfortunately or fortunately Canada is being used as a test grounds," the source said. "They went right over into this new system and it was pretty aggressive so there was of course some speed bumps. The last three or four weeks have been hit and miss but a lot of the things are getting worked out."
The source said the previous system was much easier to use. Lenovo purchased IBM's PC division a few years back, and has since been implementing more of its own technology to run the business. The system in place up until November 2007, I was told, was the older IBM system that worked properly. The new system is supposed to make it easier to track orders, and provide a Web-based system for consumers to check up on the status of their own orders, but it's not working properly yet. The source said the previous system was much easier to use, as the various stages of an order were isolated so a customer service rep could tell the status of an order. The new system, however, connects the company's manufacturing, shipping and customer support side and if a problem occurs at any point in this process, the source said it's difficult to isolate the problem and give an estimate on shipping date.
"Hindsight is everything," the source said. "They are testing so many systems. They thought everything was working but not everything goes as planned. When you are doing a country-wide roll-out, it doesn't always go off without a hitch."
At this point I told the source I had already spoken to Lenovo Canada's president and CEO about the issue. I was interrupted with an excited: "Oh great, Peter knows this system intimately and can probably address your questions better than I can."
I sort of laughed and told the source that Mockler told me he was completely unaware of the system and any problems, and said he worked primarily in the business to business side. The response was a series of ums and ahs, then a "Well that is not entirely untrue."
The Nail in the Coffin
I got one final follow-up call from PR manager Mahdy yesterday who told me my laptop was delayed because it was out of stock. She said she did lots of research and determined it is late because of demand from the Christmas rush and the popularity of the laptop I ordered.
When I pressed her again to at least acknowledge problems I had confirmed with three separate Lenovo employees about the company's ordering system, she finally said: "It's no secret, we are transitioning over to a new system. Like any time you do a transfer like this, there are some issues that do pop up. Basically the system we are implementing will improve the customer experience once it's finalized...We are working very, very, very hard on this [and] we'll stay on it until it's perfect."
It is now 39 days since I first placed my order that was supposed to take one to two weeks to be shipped.
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*Updates: Since publishing this article, my laptop arrived by a special rush courier, however it was sent with a defective mother board and it died after only four days of use. I was told getting a new part would take forever so I was offered an upgrade at no extra charge. I was told this would take only a few days because the unit was already in Canada at a location not far from my house. Time passed and passed and passed and no laptop. I finally called Lenovo and told them to keep their laptop and give me a refund. I would have waited more than 70 days to get a working laptop had I waited one extra week. No thanks.
A note to all readers and Lenovo customers:
If you are still experiencing problems with delays in your shipments we want to hear from you. If you are a member of our site you can click here to contact me directly. If you are not, we encourage everyone to use our Contact Us form to get in touch with us.
Update
Global News picked up this story and ran it in their national newscast as a consumer alert. This video was reposted with permission from Global:
Interesting stuff. Had a look at Lenovo Canada website, and found this: Lenovo's statement of social responsibility, including a commitment to customer service.
This story is precisely the reason that I do not want to "order" something. I go to a store, and they either have it or they don't. I have learned my lesson the hard way.
I found the article to be filled with half truths and subjectivity.
Yes Lenovo Canada is implementing a new ordering system, that will improve the customer buying experience and make managing orders much easier.
Yes this ordering system is very new, so there are some bugs. If any of you have been part of a big organization that rolls out a new system there are always bugs...that is how you learn about and correct mistakes.
Because of these mistakes, unfortunately A VERY SMALL PERCENTAGE of customers have experienced difficulties with ordering process. and in these situations the order was not lost, but the visibility of the order was comprimised briefly due connectivity issues between the systems used at different stages of the ordering process.
Most of our customers recieve their lenovo product within the estimated ship date.
please do not get it twisted, lenovo is still No. 4 in the world for computer sales and the longjevity and qualiy of the Thinkpad series speaks for itself.
This is clearly evident with many of the favourable reviews given to the ThinkPad and ThinkStations on CNET.
Lenovo is also a worldwide leader in innovations with the new IdeaPads and S10 desktops.
The quality and strength of lenovo product speak for itself, so please do not judge an entire organization by one bad customer experience.....even if that customer is a journalist.
@Mad about ThinkPad
I found the article to be filled with half truths and subjectivity.
Yes Lenovo Canada is implementing a new ordering system, that will improve the customer buying experience and make managing orders much easier.
Yes this ordering system is very new, so there are some bugs. If any of you have been part of a big organization that rolls out a new system there are always bugs...that is how you learn about and correct mistakes.
Because of these mistakes, unfortunately A VERY SMALL PERCENTAGE of customers have experienced difficulties with ordering process. and in these situations the order was not lost, but the visibility of the order was comprimised briefly due connectivity issues between the systems used at different stages of the ordering process.
Most of our customers recieve their lenovo product within the estimated ship date.
please do not get it twisted, lenovo is still No. 4 in the world for computer sales and the longjevity and qualiy of the Thinkpad series speaks for itself.
This is clearly evident with many of the favourable reviews given to the ThinkPad and ThinkStations on CNET.
Lenovo is also a worldwide leader in innovations with the new IdeaPads and S10 desktops.
The quality and strength of lenovo product speak for itself, so please do not judge an entire organization by one bad customer experience.....even if that customer is a journalist.
This reaction seems to be filled with vague, ambiguous claims. The new ordering system will “improve the customer buying experience”. What does that mean? That unwanted music will be played? Maybe the customer doesn’t want an improved “buying experience”, but simply a reliable way to buy. Who cares if the “experience” is good, if what follows is a nightmare?
What is a “very small percentage”?
What does “most of our customers” mean?
What does “lenovo is still No. 4 in the world for computer sales” mean? Microsoft is still No. 1 in the world for operating system sales, but that does not mean by any stretch of the imagination that these operating systems are worth anything, we all know that there are far smaller companies that make far better operating systems.
What does “and the longjevity and qualiy of the Thinkpad series speaks for itself. “ mean? That Thinkpad is essentially a prestige brand for executives that only seldomly use their PCs, and then only to play Solitaire while on long trips?
Lenovo leader in innovations? Since when? Not even Thinkpad was ever an example of innovation.
I think that Lenovo could very easily project a positive image of itself, not by accusing a journalist who wrote a negative report, but by actually solving this journalist’s problems with Lenovo. How hard can that be, if Lenovo is so wonderful?
@Mad about ThinkPad
I found the article to be filled with half truths and subjectivity.
Yes Lenovo Canada is implementing a new ordering system, that will improve the customer buying experience and make managing orders much easier.
Yes this ordering system is very new, so there are some bugs. If any of you have been part of a big organization that rolls out a new system there are always bugs...that is how you learn about and correct mistakes.
Because of these mistakes, unfortunately A VERY SMALL PERCENTAGE of customers have experienced difficulties with ordering process. and in these situations the order was not lost, but the visibility of the order was comprimised briefly due connectivity issues between the systems used at different stages of the ordering process.
Most of our customers recieve their lenovo product within the estimated ship date.
please do not get it twisted, lenovo is still No. 4 in the world for computer sales and the longjevity and qualiy of the Thinkpad series speaks for itself.
This is clearly evident with many of the favourable reviews given to the ThinkPad and ThinkStations on CNET.
Lenovo is also a worldwide leader in innovations with the new IdeaPads and S10 desktops.
The quality and strength of lenovo product speak for itself, so please do not judge an entire organization by one bad customer experience.....even if that customer is a journalist.
A comment clearly made by someone at Lenovo who is furious this was exposed to the public. Your anonymous comment digs your grave even further. Trust me Lenovo, you would have been far better off not responding to this. Don't they teach you that in PR school?
Mark thanks for the comment. When I got home late last night it was there waiting for me. I am told it arrived by what looked like a special rush courier.
I can confirm exactly the same experience on an order place 30-Nov-07, other than I haven't been abused by the President & PR people. Only because I haven't been successful getting through to them!
@DavidMJenkins
I can confirm exactly the same experience on an order place 30-Nov-07, other than I haven't been abused by the President & PR people. Only because I haven't been successful getting through to them!
David,
Could you clarify please? Are you indicating that you have not yet received your order?
If not, I'd like to help.
Please consider joining the Lenovo discussion forum.
I'm a regular participant there, and you can always find me by private message - user ID is Mark_Lenovo
This offer is open to any and all - hope to see you there.
Re my previous comment, are you willing to give out the Toronto phone numbers for Lenovo executives. The only numbers I can find are various 800/877 numbers where you get into a 40 minute queue. When I did get through I was told exactly what you were told; the new system and old system do not talk to each other & they had no idea what the order status is. I've tried the 'askus' email, twice, but no response. I've tried filling out a complaint on their feedback page - no response. I've sent two faxes to a supposedly Canadian office - no response.
This is inexcusable in a major corporation: I've received poor service before but never as bad as this. The diatribe from a Lenovo employee who hasn't the guts to identify themselves only compounds the felony. Thank you for bringing this into the open!
Re my previous comment, are you willing to give out the Toronto phone numbers for Lenovo executives. The only numbers I can find are various 800/877 numbers where you get into a 40 minute queue. When I did get through I was told exactly what you were told; the new system and old system do not talk to each other & they had no idea what the order status is. I've tried the 'askus' email, twice, but no response. I've tried filling out a complaint on their feedback page - no response. I've sent two faxes to a supposedly Canadian office - no response.
This is inexcusable in a major corporation: I've received poor service before but never as bad as this. The diatribe from a Lenovo employee who hasn't the guts to identify themselves only compounds the felony. Thank you for bringing this into the open!
David I will do what I can to get you some help as well. I understand you've been waiting since Nov. 30 and still don't have your laptop? I will contact you through our website's "user contact" page and see if there is anything I can do to help.
You are not the only one to have come forward since this article was published to say you've had problems, either. Now I just hope you get answers.
Mark seems to be trying to help but I understand digging through a forum is tedious and you probably want answers now. I hope Mark will see your comment here and follow-up with you directly to find out what is wrong. Clearly there are issues.
(Mark if you choose to, you can click on David's name and it takes you to his profile page. On the right-side there is a contact form that will email him directly. We don't publish emails for obvious reasons.)
Please keep us posted on the status of your order David.
Although I own and use a lot of Thinkpads, I think this article is blowing things a little out of proportion. They (Lenovo) made a mistake and, unfortunately, a lot of people may have suffered with late orders. Such is life and not something to get so bent out of shape.
I say move on, get over it, and either get something else if you need a notebook immediately (a nice Dell or HP is fine) or be patient.
@CJ
Although I own and use a lot of Thinkpads, I think this article is blowing things a little out of proportion. They (Lenovo) made a mistake and, unfortunately, a lot of people may have suffered with late orders. Such is life and not something to get so bent out of shape.
I say move on, get over it, and either get something else if you need a notebook immediately (a nice Dell or HP is fine) or be patient.
Life is too short.
:)
CJ
I agree with this in principle. Nice as I am, I would simply cancel my purchase and go someplace else. However, life is not always that simple.
Sometimes people need a certain product, no matter what, in spite of their own preferences. Fujitsu is technologically so far superior that Thinkpad seems a non-choice to me. At the same time, I can imagine circumstances where I would be forced to take a Thinkpad, in spite of my better judgement.
Also, some companies may be very slow in delivering, it is my experience that they are usually very fast in taking your money. Not everyone can/wants to afford being out of that much money while patiently waiting for a refund that may take forever and a day to arrive.
When a company promises something, it stands to reason that the customer counts on that. What happens if you need that laptop for some reason, that the company promised it would be there, and you don’t get it on time? How pleasant is it to have to cancel a meeting, be without a laptop on a business trip or an event, because the company didn’t deliver? How pleasant is it, if that was the very reason you needed the laptop in the first place?
Ans lastly, there is the extremely strange fact that Lenovo's management was unable to help. What are managers for? They are already paid, quite handsomely, for very little work. They'd better prove themselves useful once in a while.
I've had a similar problem. I ordered my Lenovo x61 on Dec 3rd and it was promised to be sent in time for Christmas. Come boxing day it wasn't even available yet. I check the prices online and they have dropped because of boxing day. Tired of being taken advantage of, I re-ordered on Dec 27th. It was promised to be shipped by Jan 18th. Jan 18th, I call and e-mail and I am told it will be sent on February 7th. Furthermore, when I ordered my laptop initially I bought a portable Lenovo DVD burner with my system. They sent the burner first... but no system. So now I'm stuck with a burner, which potentially I will not be able to get a full refund for. I am seriously considering ordering a Dell m1330 and canceling my Lenovo order.
Here is my personal story about the same treatment by Lenovo:
The story so far:
I ordered my computer on the 11th of December 2007, anticipating a delivery date before Christmas. This was not a strange as it may seem. Amazon was still guaranteeing delivery before Christmas up until this point. The computer is for my forthcoming trip to Korea anyways. So I can wait until February.
As of January 1st I had not received my computer.
I arrived home from Montreal and called Lenovo on Jan 7th to see what was happening with my delivery. The person I spoke to told me that my computer would materialize by Friday.
January 11th 2008: I traveled to London the day before and called home to see the status of my order. No dice! No computer!
January 14th: still no computer. I call Lenovo. An associate tells me that my computer will Materialize in 72 hours.
72 hours later (or January 17th): I call Lenovo to ask about my computer. I am told by a rep that my computer is in CHINA.
Unfortunately because I am not a world recognized Street Fighter, my plane cannot magically whisk me away to battle Chun-Li and pick up my computer IN CHINA. I become enraged at this rep, who refuses to acknowledge that another rep may have told me my computer would be at my house by now. I ask to speak to his supervisor, only to be completely rebuffed and told that he WOULD NOT LET ME.
I call back, after waiting on hold for an hour I get disconnected.
I call again: This time I speak to someone who tells me that my computer will be magically whisked to my doorstep by Friday. (Friday is evidently a mystical day on the Lenovo calendar.) This associate, named Dustin apologizes for the rudeness of the previous employee but says that he cannot figure out who I spoke to. Assures me that my computer is not in China.
He tells me that my computer is in fact in Brampton. Not only does my laptop have a dual core processor, but it can teleport across the Pacific Ocean! (Possibly it swam.) It will be here on Friday. He promises!
Dustin even went so far as to tell me not to order another computer from a different company, which can assure me delivery before February first. Furthermore he tells me that I cannot cancel my order until I receive the computer. At which time I can ship it back to Lenovo.
January 18th (FRIDAY!): I leave for Waterloo around noon. Still no computer. I call home at around 7pm. Computer never arrived.
January 21st: I call back Lenovo at around noon, after giving them the benefit of the doubt and waiting in the morning for my computer.
I speak to Dustin again. He is surprised my computer is not here. I am surprised my computer is not here. Despite this amazing act of symmetry he fails to account for the location of my new laptop. He tells me that he will call back today when he knows the status.
4:00 January 21st: I call Lenovo back myself because I know their call center closes in one hour. This time I speak to Alex. Alex tells me that Dustin has informed him my computer is held up at customs. So it is still at the US CANADA border. Evidently my laptop is not even in Brampton.
I am told it will arrive in 48 hours.
I demand compensation.
Someone is to "get back to me" on the issue of getting my some compensation or to hear out my complaint.
I have called Lenovo 9 times.
I have been lied to seven times, eight if this computer delivery doesn't take place in 48 hours. One time doesn't count, because I never spoke to anyone.
Lenovo customer service has also screwed me out of the time needed to order a computer from another company (Apple) who was guaranteeing delivery before February 1st.
Thanks for everyone's feedback. To add to my story, which is a circus at this point:
I used my laptop for the weekend and last night I tried starting it up and got the Blue Screen of Death. I tried booting in safe mode, booting to last good config, etc. and nothing works.
My brand new, 4-day-old laptop will not start up. I called Lenovo and the guy on the phone couldn't help. He told me I need to take it in for service because it's likely a hardware issue. The Lenovo customer service rep gave me the name of the nearest Lenovo Authorized service center.
I called them to open up a support ticket so I could bring my laptop in and guess what: The technician on the phone has never heard of Lenovo and asked me how to spell it. That's right. The Authorized service center I was forwarded to directly by Lenovo to fix my laptop has never heard of IBM/Lenovo. After many call backs and being put on hold over and over, I finally found someone who could help me at that company.
Laptop in service. It's 4 days old. I don't know whether to laugh or cry at this point.
@Chris Hogg
Thanks for everyone's feedback. To add to my story, which is a circus at this point:
I used my laptop for the weekend and last night I tried starting it up and got the Blue Screen of Death. I tried booting in safe mode, booting to last good config, etc. and nothing works.
My brand new, 4-day-old laptop will not start up. I called Lenovo and the guy on the phone couldn't help. He told me I need to take it in for service because it's likely a hardware issue. The Lenovo customer service rep gave me the name of the nearest Lenovo Authorized service center.
I called them to open up a support ticket so I could bring my laptop in and guess what: The technician on the phone has never heard of Lenovo and asked me how to spell it. That's right. The Authorized service center I was forwarded to directly by Lenovo to fix my laptop has never heard of IBM/Lenovo. After many call backs and being put on hold over and over, I finally found someone who could help me at that company.
Laptop in service. It's 4 days old. I don't know whether to laugh or cry at this point.
Good luck Chris.
Looks like Lenovo better get their act together pretty quick.
@Chris Hogg
Thanks for everyone's feedback. To add to my story, which is a circus at this point:
I used my laptop for the weekend and last night I tried starting it up and got the Blue Screen of Death. I tried booting in safe mode, booting to last good config, etc. and nothing works.
My brand new, 4-day-old laptop will not start up. I called Lenovo and the guy on the phone couldn't help. He told me I need to take it in for service because it's likely a hardware issue. The Lenovo customer service rep gave me the name of the nearest Lenovo Authorized service center.
I called them to open up a support ticket so I could bring my laptop in and guess what: The technician on the phone has never heard of Lenovo and asked me how to spell it. That's right. The Authorized service center I was forwarded to directly by Lenovo to fix my laptop has never heard of IBM/Lenovo. After many call backs and being put on hold over and over, I finally found someone who could help me at that company.
Laptop in service. It's 4 days old. I don't know whether to laugh or cry at this point.
Just an update for those still following: I took my notebook to another Lenovo service center (not the first place I went to who hadn't heard of Lenovo) and so far it's been easier to get things done. Lenovo has also personally followed up with me to ensure there are no speed bumps (thanks Jim & Mark).
The place at which my new laptop is being fixed said the system board/mother board was toast so they are ordering a new one. I hope to have my new laptop back, working next week. I hope this time there will be no more hardware issues.
Good Lord, this is a real mess. A four-day-old computer blows up? After all that trouble and then this! You are so right, this is a comedy of errors. IcarusOne, we would all love to get an update, if there is any of course! Good luck all, now I am totally unsure of what laptop to get or where to get it from.
I have the same exact problem with my laptop not starting up too. This is after 5 months of use so I didn't have the issue of shipment and the new system. But I did get my laptop returned only to have the same issue by the next business day. Customer service has been TERRIBLE-frankly the worst I've ever come across. I will NEVER buy anything from lenovo again and will be telling anyone and everyone not to buy lenovo. It's been over a month since the issue was first called into lenovo and my latest update is that I won't be getting my laptop back for at least another two weeks.
I filed a complaint, had to wait for a complaint manager to get around to calling me, only to be told to call her back once I got my computer shipped thorugh EasyServ. That done I called her back I've been getting nothing but her voicemail for two weeks. My requests to be called back have not been met. Lenovo customer service response can be summed up as, "Haha sucks to be you."
I'm so angry I'm searching the internet to see if others are having the same problems, which is how I came across this article. (Can we say class action suit?)
@Chris Hogg
Just an update for those still following: I took my notebook to another Lenovo service center (not the first place I went to who hadn't heard of Lenovo) and so far it's been easier to get things done. Lenovo has also personally followed up with me to ensure there are no speed bumps (thanks Jim & Mark).
The place at which my new laptop is being fixed said the system board/mother board was toast so they are ordering a new one. I hope to have my new laptop back, working next week. I hope this time there will be no more hardware issues.
Are you saying that they are repairing the laptop, not even sending you a brand new one that actually works?
@Bart B. Van Bockstaele
Are you saying that they are repairing the laptop, not even sending you a brand new one that actually works?
They are repairing it, yes. If they fix the system board and that is all that is wrong with it, I'm satisfied. If there is anything else wrong with it, it's going back to Lenovo.
@Chris Hogg
They are repairing it, yes. If they fix the system board and that is all that is wrong with it, I'm satisfied. If there is anything else wrong with it, it's going back to Lenovo.
I understand that. In a way, replacing the system board is just like assembling a new one. Nevertheless, I find it strange that this company does not even have enough stock to replace a brand new laptop that does not work...
I'm sorry to hear your experience Chris. But you're not alone. I have been waiting for 42 days so far and I have no idea when my laptop is coming :( However, I must mention that Mark has been very helpful but I doubt there is much that he can could have done to fix my problem.
I think part of the reason we're being treated like this is because most of the customers who are ordering off the website are looking for a Thinkpad at a lower price than the typically stocked ones at retailers such as CDW. I could be wrong, but anyone who ordered a high end, full price Thinkpad off of Lenovo would have cancelled their order in two days and bought a pre-assembled one across the street.
With that said, Lenovo's PR, CS and promo divs should go back to school. I'm sure no one would have breathed a word if there was an original discount of 20% and then a quick whiner's discount of 20%. The end price would be the same, but everyone would feel they were getting something for wasting their time.
So after 7 phone calls, about 5 hours on hold, a reorder and more, I finally got my T61p yesterday. With 1GB less RAM than paid for. The box says 2GB. Guess I'll have to wait for Monday for some quality HOLD time.
I ordered an X61 on Dec. 28th, and filled out a customer survey form hosted by Bizrate - they also offered $100 in free magazines. After filling out the form, I found out its only valid in the US. (even though I was sent there from an online order on lenovo canada's site).
On Jan 20th, I received an email from bizrate asking how I liked the notebook. Since I hadn't received it I called lenovo to find out that in fact there had been a problem billing the card and it hadn't made it to "manufacturing". I wouldn't have known unless I called.
Did I mention I spent over an hour on hold each time I called? One call I spent 2.5 hours on hold. This is to reach sales agents!
So finally they moved the order on to manufacturing, and I made a followup call a week later. This agent told me there had been issues with the new system - but that it was in manufacturing, and I should receive the notebook in around 2 weeks.
My email requests for updates have gone unreplied, and my only way to check up on the status is to wait an hour on the phone. Hopefully I'll be getting it soon, as they said it was being shipped express from the states - which they said would also cause customs delays (even though I can order a cpu from the states and have it express shipped overnight? wierd they can't do that too).
An update on my laptop: Since taking my laptop in for service almost two weeks ago, I still don't have it back.
Mark please let me know what is going on; The authorized service center where my laptop is being fixed tells me they are waiting for Lenovo to ship them a new motherboard to replace the defective one that was in my PC. However, they haven't heard yet about when it will arrive. I spoke with someone at Lenovo's office who also says he is aware they are waiting for the hardware but doesn't yet know when it will be there.
Mark, it's been almost two weeks and I still don't have a laptop back from service. It's getting ridiculous. How long does it take to ship a part? When will the part be shipped? When will I have my laptop returned?
I live in Canada, and I'm really interested in ordering a T61p. I've been following this story and some forum threads, so I'm not sure whether I should risk dealing with these current problems with Lenovo.
I don't want to get stuck in a big mess having to call customer service etc etc and get a DOA laptop, etc. My current laptop just failed, and I've already dealt with some really lengthy and frustrating RMA experiences this year. It's funny when a reputable company goes haywire when a certain product has problems. Big one for me was with Linksys's NSS4000, but different story there.
Back on topic... If I put in an order, will I get caught up in the same mess as everyone here? Or will I get 1-2 week delivery time as advertised on their website. To me it's sounding like the problems aren't resolved :(
Otherwise, does anyone know any Canadian websites with T61P? I can't find with the options I want, mainly the 14.1 SXGA+, not 15". Also, I'd like the cheapest vista option, no fingerprint reader or turbomemory, and the added SATA drive bay, however I'd have to order from lenovo for all that...
Added thought: Is the problems with web ordering only? Would ordering by phone eliminate all this trouble?
@beentheredonethat
I live in Canada, and I'm really interested in ordering a T61p. I've been following this story and some forum threads, so I'm not sure whether I should risk dealing with these current problems with Lenovo.
I don't want to get stuck in a big mess having to call customer service etc etc and get a DOA laptop, etc. My current laptop just failed, and I've already dealt with some really lengthy and frustrating RMA experiences this year. It's funny when a reputable company goes haywire when a certain product has problems. Big one for me was with Linksys's NSS4000, but different story there.
Back on topic... If I put in an order, will I get caught up in the same mess as everyone here? Or will I get 1-2 week delivery time as advertised on their website. To me it's sounding like the problems aren't resolved :(
Otherwise, does anyone know any Canadian websites with T61P? I can't find with the options I want, mainly the 14.1 SXGA+, not 15". Also, I'd like the cheapest vista option, no fingerprint reader or turbomemory, and the added SATA drive bay, however I'd have to order from lenovo for all that...
Added thought: Is the problems with web ordering only? Would ordering by phone eliminate all this trouble?
I don't think anyone can answer those questions for you beentheredontthat -- that is the problem. Nobody knows if you will have the same problems as people here, but I can tell you there are a number of people who have had problems in Canada. An unnamed source in Lenovo told me it's "hit and miss," so you might get it quickly or you might not. I'm sure Lenovo would like to say it will be there soon.
As far as ordering through the Web VS. calling: I don't think it makes a difference because the delays are in shipping or building laptops, not through ordering from what I have been told.
I just called today, and was told that the notebook was still waiting to get to manufacturing.
I ordered the notebook Dec. 28th. 2007,
its now Feb. 4th, 2007.
I was told today the notebook would not ship before Feb 14th.
I was not able to cancel the order, and I have to wait for the notebook to arrive and then send it back. They could not add a 8 cell battery instead of the 4 I originally ordered, even if I wanted to pay for it, they could not update the order.
The best the agent I spoke with today could do was pass my file along to a higher up. Many people have ordered after me, and already received X61 notebooks. I'm so upset now I have no idea what recourse I have other than waiting to return the thing. I can't even go buy another one because the money is tied up on my credit card.
Again, ordered Dec 28th, 2007, and it will not even ship out from the States before Feb 14th!
Lenovo doesn't bill your credit card until your order ships. They are legally obligated to cancel your order at your request prior to it being shipped out.
If Lenovo did bill your card and you didn't receive anything at all, you can contact your credit card company and tell them you have not received anything. But before you do, call Lenovo and tell them to refund your money and cancel the order.
Owen, I ordered on Dec 26th, and I haven't received my order yet. But yeah, they shouldn't have billed your CC till your order was shipped out. Some people in other forums, have been filing complaints to the BBB (better business bureau).
Instead of a T61p, anyone know of another 14" notebook out there with 4:3 screen (non-widescreen) and SXGA+ or similar high resolution and discrete graphics?
@beentheredonethat
Instead of a T61p, anyone know of another 14" notebook out there with 4:3 screen (non-widescreen) and SXGA+ or similar high resolution and discrete graphics?
All these laptops are 14.1" screen so maybe you can find something here that fits your preferences?
I decided to hold off on posting, until a number of things had been resolved. My intention was to only offer new information.
As of two weeks ago I recieved my laptop an R series 61i, with a widescreen display, which cost roughly $699 before tax. It did not arrive at the time specified by the sales rep, it did arrive 12 hours later. So we'll chalk that up to eight and a half lies from customer service. Also that means, it took roughly a month and a half or more for my laptop to be delievered.
Essentially the tactic use by the sales team was stalling, they would toss me out a projected date and I would paitently wait. Each time they pushed back the date, it was always within a paitent customer's grasp. This is probably the worst customer serive I have recieved from a major company with an actual burden of responsibility.
A week ago, I recieved a call from IBM customer care informing me that they are responding to my complaint regarding the delivery of my computer. As compensation they have offered me an additional gigabyte of ram.
Hopefully the ram will address the severe underperformance issues which the laptop has. As of writing this, this laptop is almost completely incapable of running contemporary 3d games. However, the year-old R60 which another member of my family owns, runs "Team Fortress 2" from Valve perfectly. This would have been satisfactory, had I not also been promised by the sales team that the integrated graphics card was more potent than iterations of previous motherboard bound cards.
Furthermore, the laptop has a strange habit of blue screening. Notifying me of a memory dump. If these are the first symptoms of a greater problem, I might lose my mind.
@IcarusOne
Hopefully the ram will address the severe underperformance issues which the laptop has. As of writing this, this laptop is almost completely incapable of running contemporary 3d games. However, the year-old R60 which another member of my family owns, runs "Team Fortress 2" from Valve perfectly. This would have been satisfactory, had I not also been promised by the sales team that the integrated graphics card was more potent than iterations of previous motherboard bound cards.
Furthermore, the laptop has a strange habit of blue screening. Notifying me of a memory dump. If these are the first symptoms of a greater problem, I might lose my mind.
Are you running Windows Vista? This could be a Vista issue or potentially hardware related if my experience is any indicator. My PC was blue-screening constantly and finally I got the Blue Screen of Death and it would not boot into Windows. Cause: My mother board was shipped to me and it was defective. The whole thing needs to be replaced.
I found Vista to be incredibly annoying to use -- it was slow and I experienced the same problems you did. RAM should help a lot but if you are a hardcore gamer you will really need to load that system with power. Both your processor and RAM need to be powerful with Vista.
sadly I'm running in XP. Which I'm greatful for, becasue at this stage it does everything perfectly. A question I have for Microsoft is: "why Vista"? What does it offer me that isn't a cosmetic upgrade?
The memory dumps are inconsistent. Fingers crossed.
(1) I ordered my lenovo laptop X61 on January 23, 2008 and printed the detail configration of my laptop.
(2) I received two email from LENOVO@lenovo.com for " Confirmation for order number 424000****".on January 23,2008
(3) I sent the email to virtstor@ca.lenovo.com on January 28,2008 and asked when will laptop be shipped out.
(4) I got the email back on January 30, 2008. they said "We have looked into your order # 424000**** and due to a constraint it is expected to ship by the third week of February."
(5) On February 2,2008, I posted my order number on lenovo forum, the day before yesterday night (Feb.6,2008) Mark_lenovo PM me and said that there is a administrative issue on my order, but it is expected to be solved tomorrow (Feb.7,2008). And it was expected to ship next Monday (Feb.11,2008).(Thank you Mark).
(6) Today (Feb.08, 2008), I think I need to confirm it with sales representative. I called 1-866-42-Think at 11:15am. The representative named "D*****" ( sorry, I don't want to post his name here) told me " My order is never going to be shipped out" the reason is lenovo made a mistake they had a wrong option about hard drive on their web page that day. When I placed my order I chose that hard drive option.
I am SOOOOOOOOOOOOOOOO disappoint about lenovo now. About 20 days passed, but None of lenovo's staffs told me about that. If I did not call them today, are they going to cover it forever ?????
The representative also told me if I want to change the hard drive and re-order the laptop now the price will go up to CAD$1520 and wait for another three or four weeks.
I don't know what to say now. Anybody have any idea? Anybody in Lenovo could help me??
I hope Thinkpad does not mean Think Pain And Delay for me
I have some good news. My x61 finally arrived a couple days ago, after 40+ days of waiting. The system is amazing, I love it. They forgot a stick of ram though...
@Carolyn E. Price (gohomelaker)
Chris, last we heard on February 3rd, you still hadn't received your laptop. Any update?
I am still waiting and I am at my wit's end with this company. My laptop has a defective mother board and i was told it will take "a long time" to get a new one shipped to me.
Lenovo has offered to replace my laptop with an upgrade at no extra cost to me. Last week on Monday I was told it's in Canada and it will arrive by the end of the week. However, surprise, surprise -- nothing.
I have given them until day's end tomorrow to have it to me or I will be seeking a refund. I won't put up with this customer service nightmare any more.
Mark: You need to get something done in house. This is beyond ridiculous.
So let's recap, on December 8, 2007 you ordered a laptop, got it over a month later, used it for four days only to have it die on you, and now have waited almost another month for a repair/replacement? And, you who are the editor of this very public forum and have used it to bitch about your issues, and still, the comedy of errors on Lenovo's part continues? Just look at the page views on this, today it is over 6,200. Talk about a customer service nightmare and talk about a really, really stupid company.
Lenovo, if you are even listening or care, I for one was looking to buy a laptop and now will never even think of your company. On top of that, if anyone ever asks me about laptops, I will definitely relate this tale of woe and tell them not to go near a company like yours who seem to care so little about customer service or event public perception.
Chris, I am actually amazed that you've stuck with this for this length of time. As you know, I probably would have ripped their heads off long ago!
I have been more than patient with this company but I have now called it quits. I was just informed from someone at Lenovo that my replacement laptop for the one that was defective is delayed. They told me last Monday it was in Canada and would be to me by Friday and it did not come. They called me today and told me it will arrive at the earliest next week.
I have called it off, demanded a refund and I will not put up with customer service abuse like this. Lenovo, you have serious problems within your organization and the veiled attempts to cover them up are despicable. It is entirely unacceptable that a customer would wait for more than 70 days to get a working laptop. And this whole time I was strung along (as mentioned by someone else above) and promised it would "be here in a week."
You have lost the most loyal and dedicated ThinkPad supporter you have ever had.
And just so you know: Digital Journal will be publishing an update to this story (or several) and we will continue to devote our time and resources to helping any of your customers who can't get answers from you.
You need to own up to your mistakes and you need to tell your customers when these issues will be fixed before you lose them all.
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Exclusive: Terrible Customer Experience Uncovers Nationwide Internal Flaws at Lenovo
