[dhepp]

I placed my order on 9/17/07 with 2 day shipping, expecting to receive expedited service. The original delivery date was set on 10/4/07. I was tempted to call Lenovo and ask how soon I could get the order but decided to wait patiently instead. I shop online frequently and have typically received orders ahead of their estimated delivery time anywhere else I've ordered. 10/4/07 came and went. Without notice, the estimated delivery date of my standard system order was revised to 10/23/07 online. I e-mailed Lenovo on 10/5/07 asking whether or not a mistake had been made and requesting cancellation of my order if the revised delivery estimate (over 1 month after my order) was legitimate. The next day response reassured me that the order would be shipped on 10/9/07 and delivered on 10/11/07. My request to Lenovo on the evening of 10/9/07 to confirm that the order had been shipped (since the online order still reflected "In process") went unanswered. I e-mailed again the night of 10/11/07 indicating that the order was not yet received and still indicated "In process" online, requesting cancellation of the order. On 10/12/07 Lenovo responded that the order had been further delayed and the revised estimated delivery date was set on 10/29/07. Lenovo further explained that since the order was in "procurement, development and configuration stage" they were unable to cancel. Lenovo instructed me in the same response to "... not refuse delivery, as this will only result with a restocking fee." Lenovo has not take any initiative to address these issues. Any suggestions on where I can go to get this addressed, not for my own sake, but for the sake of all prospective (unaware) buyers? I appreciate any help that can be provided.




Edited by MPHEnterprises - Please do not post your personal information within the forums for your own security and privacy. Instead, ask individuals to send you a Private Message. If you do not know how to send or access your Private Messages, click here.

[smax013]

dhepp said:

I had a very similar (lack of) customer service experience with Lenovo. I placed my order on 9/17/07 with 2 day shipping, expecting to receive expedited service. The original delivery date was set on 10/4/07. I was tempted to call Lenovo and ask how soon I could get the order but decided to wait patiently instead. I shop online frequently and have typically received orders ahead of their estimated delivery time anywhere else I've ordered. 10/4/07 came and went. Without notice, the estimated delivery date of my standard system order was revised to 10/23/07 online. I e-mailed Lenovo on 10/5/07 asking whether or not a mistake had been made and requesting cancellation of my order if the revised delivery estimate (over 1 month after my order) was legitimate. The next day response reassured me that the order would be shipped on 10/9/07 and delivered on 10/11/07. My request to Lenovo on the evening of 10/9/07 to confirm that the order had been shipped (since the online order still reflected "In process") went unanswered. I e-mailed again the night of 10/11/07 indicating that the order was not yet received and still indicated "In process" online, requesting cancellation of the order. On 10/12/07 Lenovo responded that the order had been further delayed and the revised estimated delivery date was set on 10/29/07. Lenovo further explained that since the order was in "procurement, development and configuration stage" they were unable to cancel. Lenovo instructed me in the same response to "... not refuse delivery, as this will only result with a restocking fee." Lenovo has not take any initiative to address these issues. Any suggestions on where I can go to get this addressed, not for my own sake, but for the sake of all prospective (unaware) buyers? I appreciate any help that can be provided - dhepp@hotmail.com.

You could try talking to you credit card company and see if there is anyway to block the charge. If they can't charge it, then they will not ship it. And if they have already charged it, then you might be able to dispute the charge since you have not received anything yet (most reputable companies will NOT charge until they ship). I don't know if any of the will work, but calling your credit card company will not hurt. The worst that happens is that they tell you that they cannot help.

[mphenterprises]

Hi Dhepp. Welcome to PCWorld. :-)




A couple of things. Be very careful about posting your personal email address within a public forum. I removed your email address for your privacy. Also, I created a new Discussion for you so that all of our forum members can see your issue. The Discussion to which you initially attached your post had no activity for over three months.

Now, regarding your situation. Smax, hit it right on the head when he suggested to contact your credit card company. I have some more suggestions:

- File a claim with the Better Business Bureau (BBB). The hyperlink will take you right to the complaint page.

- Email onyourside @ pcworld.com. There are dedicated specialists who will research your situation and finish a resolution for you. Remember to take the space out of the email address. I put that in here for formatting purposes.

[smax013]

And I forgot to suggest that if you go the path of rejecting the shipment because Lenovo will not let you cancel and they charge you a restocking fee, then you might be able to submit a comlaint your state's attorney general. It might not amount to much, but it is something that you can explore.