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Lenovo Outlet Shopping Experience - DO NOT DO IT!

by johnjang82 / January 27, 2012 4:23 PM PST

<font size="3" face="Times New Roman">
</font><span style="'font-family:" "Arial","sans-serif"; font-size: 11pt;'>So it was my
dad's birthday a few days ago and I wanted to get him a new laptop. His current
tablet is so old and slow that it's practically unusable, so I decided to get
him a preconfigured Lenovo Thinkpad tablet with some very nice specs. The
custom built ones on their website seemd a tad over priced so I chatted with an
online sales rep and he sent me a link to the one I eventually decided to
purchase...very nice machine, very nice price. <?xml:namespace prefix =" o" ns =" "urn:schemas-microsoft-com:office:office"" /><o:p></o:p>
<font size="3" face="Times New Roman">
</font><span style="'font-family:" "Arial","sans-serif"; font-size: 11pt;'>Online rep
RP3, AKA Chris Snype, more or less "guaranteed" me that he will
personally make sure that the laptop will ship out of the warehouse that same
day, and he seemed to understand the urgency (I needed the laptop delivered by
Monday, it was a Thursday the week before) and suggested that he will do that
on his end, but I should choose an expedited shipping option to guarantee the
Monday delivery...so I chose the $25 shipping option and had the machine
shipped to my parents' place in NJ, I live in LA. I received the order
confirmation that day in my email. <o:p></o:p>
<font size="3" face="Times New Roman">
</font><span style="'font-family:" "Arial","sans-serif"; font-size: 11pt;'>I was very
busy over the weekend, and I didn't track the order or anything like that
online, thinking it would be well on its way, or at the very least sitting at
some connecting point somewhere in the continental US. So I call my mom on
Monday evening to see if the laptop has been delivered and she tells me no...So
I call Lenovo's sales support line on Tuesday morning and they tell me that
there has been a hold put on my order because the shipping address isn't the
same as the credit card's billing address, which is a completely legitimate
reason for placing a hold on the order, EXCEPT!!! <o:p></o:p>
<font size="3" face="Times New Roman">
</font><span style="'font-family:" "Arial","sans-serif"; font-size: 11pt;'>1. RP3 - AKA
Chris Snype, who dam* well knew the order was shipping to an address different
from the billing address, should have perhaps notified me of this policy. Being
an amazon shopper, I didn't even know such a policy even existed at some online
shopping sites. <o:p></o:p>
<font size="3" face="Times New Roman">
</font><span style="'font-family:" "Arial","sans-serif"; font-size: 11pt;'>2. Till
Tuesday when I called these people to inquire about my order, there were no
other emails besides the order confirmation, nor any phone calls notifying me
of this situation. <o:p></o:p>
<font size="3" face="Times New Roman">
</font><span style="'font-family:" "Arial","sans-serif"; font-size: 11pt;'>When I
called on Tuesday, I reached some customer service rep in god knows where with
some thick accent, who told me I need to call my credit card company and add an
alternate address (the shipping address) after which their credit card
department will call and verify the information. Though agitated I was, I
calmed myself down and told myself that I should just do this one step, and
just get my order shipped from their warehouse as soon as possible. But from
their failure to prompt me that this might happen with a separate shipping
address during the order-placing process, and from the sales rep RP3 - Chris
Snype's failure to notify me this via the online chat session, and by Lenovo's
credit card department's failure to contact me as soon as they weren't able to
verify the shipping address, I concluded that it's in large part their fault,
as a matter of fact, entirely their fault that my dad didn't receive his gift
on his birtday. I could have spent a few hundred bucks more and ordered off
amazon prime and had it get there on Saturday...so for being a cheap-as*, I
guess this is what I get. But the laptop WAS roughly $1,400 from the Lenovo
Outlet store, which isn't cheap by any standard. Anyhow, that being said, I
calmed myself down and asked to speak to a supervisor as I firmly believed that
I should receive my $25 expedited shipping fee back, but they should still give
me the expedited shipping given the situation. So I got through to a supervisor
by the name of Prabhakar Rao. Apparently it is a miracle that I got through to
a supervisor, as their lines are guaranteed to be busy according to many others
who've had the misfortune to have to deal with Lenovo Outlet's customer service
line...<o:p></o:p>
<font size="3" face="Times New Roman">
</font><span style="'font-family:" "Arial","sans-serif"; font-size: 11pt;'>Anyhow, Prabhakar
and I spoke. We spoke for a very long time. About what you ask? He kept on
insisting that Lenovo does not have an expedited shipping option. So I asked
him what did I pay the $25 for? We had a very heated argument for about 30
minutes, me arguing that they offer not one, but TWO expedited shipping option,
and Prabhakar Rao arguing back that is simply not the case. <o:p></o:p>
<font size="3" face="Times New Roman">
</font><span style="'font-family:" "Arial","sans-serif"; font-size: 11pt;'>So after
about 40 minutes of arguing, it came down to the following. According to
Prabhakar Rao, the supervisor at Lenovo Outlet's Sales Support Department,
Lenovo Outlet does NOT offer expedited shipping options, but they DO offer
"faster delivery" options...his exact words. "No expedited
shipping, but yes, faster delivery options are available."..................................................ok.<o:p></o:p>
<font size="3" face="Times New Roman">
</font><span style="'font-family:" "Arial","sans-serif"; font-size: 11pt;'>I guess
after 40 minutes of this nonsense, Pabhrakar Rao himself was frustrated as
well, so he said that after the order has been shipped and I've been charged
the price of the laptop + the $25 "faster delivery" fee + tax, he'll
go ahead and refund me my $25 "faster delivery" fee. He told me to
shoot him an email and gave me his email address before getting off the phone,
after saying "It was a PLEASURE talking to you" in the most sarcastic
tone I've ever heard a person speak in. Will he do it?...still remains to be seen.
I should have cancelled the order at this point, but I figured, let's just
clear things up with their credit card department and get this laptop shipped
to dad as soon as possible. <o:p></o:p>
<font size="3" face="Times New Roman">
</font><span style="'font-family:" "Arial","sans-serif"; font-size: 11pt;'>So I call my
credit card company to give them an alternate address. This process took about
3 minutes. I also found out that my credit card company had approved the charge
ON Thursday when I placed the order, but Lenovo simply did not charge them for
the rest of the day on Thursday (I placed the order around 1 PM, PST) all of
Friday, and all of Monday, during which time I did not receive a single
notification regarding this little situation. Anyhow, the credit card company
had my parents' address on file now, and I had gotten the direct number to
Lenovo's CC department from my conversation with Prabhakar. So I called them
directly and was put on hold while the rep called my CC company to confirm this
alternate shipping address. About 2 minutes later, he came back to my line and
said everything's been verified and the order will be processed within a couple
days....COUPLE DAYS? I asked, I explained it was supposed to have ARRIVED
yesterday, if not TODAY at the latest...but they'll NOT SHIP, but merely
PROCESS the order IN a COUPLE of DAYS?<o:p></o:p>
<font size="3" face="Times New Roman">
</font><span style="'font-family:" "Arial","sans-serif"; font-size: 11pt;'>So I call
back the sales support department, explain the situation, only to find out that
they can't do anything since the order has been processed. So I ask for RP3 -
Chris Snype's direct number and call him, hoping that maybe this guy is on the
same continent as I am, and seeing as he SEEMED to have the ability to contact
the warehouse and ask them to ship out the order on that day (Tuesday). I also
emailed Prabhakar Rao stating that the credit card situation's been handled,
and my order is very ready to be received by dad. <o:p></o:p>
<font size="3" face="Times New Roman">
</font><span style="'font-family:" "Arial","sans-serif"; font-size: 11pt;'>I called
RP3-Chris Snype, got the voicemail, left a voice mail, and haven't heard from
him till today (Friday). But the story doesn't end here...<o:p></o:p>
<font size="3" face="Times New Roman">
</font><span style="'font-family:" "Arial","sans-serif"; font-size: 11pt;'>About 7
hours after all this ordeal, I receive an email from Lenovo stating that there
has been an issue with my order because they weren't able to verify my shipping
address because my credit card company did not have this shipping address on
file. Dumbfounded, I scratch my head a couple times, and think to myself, maybe
they are JUST NOW sending out this notice...and not think much of it. <o:p></o:p>
<font size="3" face="Times New Roman">
</font><span style="'font-family:" "Arial","sans-serif"; font-size: 11pt;'>Wednesday
morning, I call back their Sales Support line just to make sure. Sure enough,
my order is still on hold, and they say the shipping address hasn't been
verified. Furious, I ask to be transfered to the CC department. I was put on
hold to wait about 20 minutes for the credit card department rep in
"charge" of handling my account, who never came to the phone. So I
speak to about 2 more reps before someone is finally willing to look up my
account's information, only to find out that they had absolutely NO record of me
calling them, nor of them calling my credit card company to verify my newly
added shipping address. And to add insult to injury, my CC company's merchant
lines were down that morning for 3 hours. So I had no choice but to tell them
I'll call back in 3 hours...but like a miracle, about 3 hours later, I received
an email from them saying that it has been verified and that my order will be
processed soon. <o:p></o:p>
<font size="3" face="Times New Roman">
</font><span style="'font-family:" "Arial","sans-serif"; font-size: 11pt;'>So today, a
week and 1 day after I placed the order with the 2-day "faster
delivery" option, the order is still processing...and it shows that the
laptop will be shipped by the end of the month.<o:p></o:p>
<font size="3" face="Times New Roman">
</font><span style="'font-family:" "Arial","sans-serif"; font-size: 11pt;'>In short, this
is a sad sad story of a legendary company gone to sh*t as a direct result of
outsourcing a department that handles what should be their number one priority,
customer service. I hope someone on this forum had the patience to read through
this long long rant. In short, do yourselves a favor... Lenovo still may make
decent computers, but a company with values like this cannot last much longer I
presume. So if you want after service with decent customer service, do NOT
invest your hard earned money on a machine produced by a company such as
Lenovo. You may become stuck with a machine that cannot even be serviced soon. <o:p></o:p>
<font size="3" face="Times New Roman">
</font><o:p><font size="3" face="Times New Roman"> </font></o:p>
<font size="3" face="Times New Roman">
</font>

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Unreadable.
by R. Proffitt Forum moderator / January 28, 2012 4:42 AM PST

I'd start by writing something without all that code.
Bob

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Lenovo Outlet Experience ... X 2
by rustypc / July 22, 2012 12:20 AM PDT

I have ordered twice from Lenovo Outlet and had major problems requiring returns both times. I have purchased five times from Dell Outlet (without incident) prior to trying Lenovo Outlet.

Similarly, I had ordered top end W520 Thinkpad ... so no junk here. But the first one would not even "wake" from sleep and the Huey Pantone Color Calibrator would not work properly and you could "see" the display change colors whenever you scrolled down as there was a lag @ the adjustment that couldn't seem to "keep up".

A few months later I decided to "try again" with another W520 Thinkpad. This time, the unit shipped without a Huey Color Calibrator despite the Lenovo rep specifically telling me that it had one. There was no audio from the speakers and it shipped with only a 90W power supply that was insufficient to even run the machine (spec is for 190W, iirc). Fortunately, it did ship with a fully charged battery.

How incredibly fundamental are such issues ... they can only be answered in my mind as absolutely "SLOPPY" workmanship @ quality control.

On the first machine, the folks on the "hardware" side of Lenovo were very respectful and truly desiring to be helpful. HOWEVER ... once it was sent over to the software side of things, these were the absolutely worst customer service people I've ever experienced anywhere, anytime. They refused to even try to help because it was a software issue with Huey, and after EIGHT different people & TWO supervisors ... no one even would attempt to offer any assistance EXCEPT to tell me I had to purchase a $180 software service package before they would try to resolve the issues.

I eventually wound up returning both and getting my money back, but the experience of working with Lenovo customer service POST-SALE was incredibly frustrating. So much so that after waiting "in queue" for nearly 30 minutes on one occasion ... I simply hung up the phone and started all over again ... because the accent was so thick, any attempt at communication would have been a moot point. Please note, I'm okay with knowledgeable people having an accent ... but when you are refusing to help unless you pay $$$, and you are unable to have communicate effectively, and then "cop an attitude" because I'm having trouble understanding "plain English" ... you really need to revisit what your goals are regarding customer service.

The "pitch" is that outlet items have been gone over a second time with a "fine tooth comb", typically following a minor repair. But even a blind man without a comb would have noticed the physical absence of the color calibrator sensor, the lack of audio and the power supply that was only half the size of the required one.

The jury is still out @ whether or not I'll try to use Lenovo Outlet again ... but, suffice to say ... you better be prepared for a bumpy ride. Their patents and designs might be from their legacy ... but their customer service and quality control is certainly not.

Collapse -
About the Huey Pantone issue.
by R. Proffitt Forum moderator / July 22, 2012 2:58 AM PDT

I find many laptops in the bargain range to have LCDs that will never calibrate. If you must have good color, it appears you can't go too cheap.
Bob

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Cheap LCD ???
by rustypc / July 22, 2012 6:54 AM PDT

Ummm ... the W520 was configured with an LED, IPS, 1920 x 1080, full gamut display ... hardly anything that could be construed as "bargain range" LCD.

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Sad to read that.
by R. Proffitt Forum moderator / July 22, 2012 1:22 PM PDT
In reply to: Cheap LCD ???

But I've never found a full gamut LCD. That must be a first.

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Laptop Gamuts
by rustypc / July 23, 2012 3:14 AM PDT
In reply to: Sad to read that.

Lenovo makes one @ 95%, Dell makes one @ 100% and HP makes one @ 138% ... iirc.

These are in their top workstation laptops.

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Good to read.
by R. Proffitt Forum moderator / July 23, 2012 4:48 AM PDT
In reply to: Laptop Gamuts

And if the calibration fails, back to Pantone to ask why.

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Calibration fail
by rustypc / July 23, 2012 6:31 AM PDT
In reply to: Good to read.

No, it wasn't that it wouldn't calibrate ... it would lock up on the PC at varying times. Worked fine the first couple of times ... then, no more.

That was a QA/QC issue on Lenovo as to what was going on else in the PC ... wouldn't wake from sleep, etc. The calibrator issue was another symptom of the larger problem ... not that the calibration didn't work. Lenovo wouldn't even try to diagnose it unless I paid them $180 for software repair services.

The stink of it is that coming out of the left side of their mouth was "give us money" ... then when I didn't want to give them money to do their job, the right side of the mouth said "not our problem" anyway ... insinuating they were more than willing to take my money for something they couldn't fix in the first place ... OR ... it was something they could fix, but didn't want to without $$$ .

That's total BS ... either way you slice it.

Shame on Lenovo ... terrible CS ... either way they were trying to gouge you or pass the buck. Take your pick ... both reflect VERY BADLY on Lenovo CS.

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Sad to read this.
by R. Proffitt Forum moderator / July 23, 2012 6:38 AM PDT
In reply to: Calibration fail

But today, unless there is more bucks, the only support I see from all makers is to tell the owner to restore to the factory load.

The days of troubleshooting are over.
Bob

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Lenovo outlet and terrible customer experience
by Defgary / December 17, 2012 1:21 PM PST

I have had a very similar problem with amazon payments and lenovo outlet. when they finally did ship the laptop arrived dead on arrival. The box had big red hand written notice - laptop does not switch on. Lenovo refused to replace it and wanted me to pay for it to be sent to repair under warranty. Still waiting for my refund. They are in serious need of a customer service director, a new crm system and retraining of all of their offshore reps.

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been through the ringer
by imaocgirl / September 26, 2013 4:11 AM PDT

John,
I am so sorry you went thru all that omg thats insane. You have definitely changed my mind from ordering on line. I'm surprised you didnt go completely crazy I know I would have. I have gone thru same scenario & did not handle myself as well as you did. Thank you for the heads up well NOTA BE ORDERING THRU THIS WEBSITE

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