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Lenovo Outlet Nightmare

by JHanko / February 18, 2008 9:42 AM PST

On Wednesday, Feb. 13, I ordered a new X61 from the Lenovo outlet. I chose the outlet as I found one configured exactly as I wanted, and being an off the shelf item I figured I would get it quicker than ordering a CTO. I ordered it with my debit card and waited patiently for order confirmation and shipping estimate. On Friday, Feb. 15, I recieved an order confirmation with an estimated ship date of 02/22. I was very excited to get my new laptop. 30 minutes later I received another order confirmation with a different order number, but for the same laptop. I checked my online banking to find they charged my checking account twice. I called Lenovo support to complain about this and was connected to a woman with very broken english. I explained to her what happened and she couldn't explain why it happened. She said the best that she could do was cancel one of the orders and one of the charges on my checking account would be released in 24-48 hours. She would not connect me to a supervisor as their lines were busy. She said she would schedule a callback from a supervisor (I never did get a call back). I considered it an honest mistake and calmed down. That is, until my wife noticed the checking account balance ($400) and went crazy as she had the mortgage set up to go through that same day. The mortgage went through and bounced (along with a $35 NSF charge). Today (Monday, Feb. 18), I reveived an email from Lenovo stating that my order has been cancelled and to call Lenovo's sales department to place another order. I figured that this was just a confirmation email from Friday's discussion. I checked the order numbers to find that it was the remaining order they cancelled. I called Lenova again only to get connected with another broken english rep. I tried my hardest to keep my cool while explaining what had happened. I was told the order was cancelled because I called and requested the cancellation on Friday. She just couldn't understand that they cancelled BOTH orders even though I wanted only the duplicate order cancelled. She said all she could do is transfer me to the sales dept. so I could place another order (yeah, like I'm going to give them permission to take more money out of my checking account). She said there is no way to re-submit the order once it is cancelled. I was told that I could not speak with a supervisor as their lines were busy (again). She said the funds will be released from my checking account in 24-48 hours. I called back 3 times in an attempt to speak with someone who gave a ****, but every time I got a broken english speaking rep that obviously couldn't care less about my situation. Ironically, none of them would connect me to a supervisor as "their lines are busy".
In summary, they duplicated my order, double charged my checking account causing our mortgage to bounce with a $35 fee, cancelled both of the orders and made no attempt whatsoever in resolving the issue.
I have been buying laptops from IBM for about 20 years without a single glitch. Customer support was always top notch. This was my first experience with Lenovo and will be my last. I can't beleive that a company of this stature would treat a customer this way. The only good that came out of all this is that I found out what kind of support to expect now instead of later. Sorry for the long winded post, but I really needed to vent and it's only right to let others know what they may be getting themselves into...

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Did you call the # on the oultet site? Call 1-877-698-4465
by Nooorm / February 19, 2008 2:21 AM PST

Did you ever get an X61?

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Beware of Lenovo Outlet
by elcomodin327 / May 11, 2009 7:32 AM PDT

I also needed a new laptop and was delighted to find the Lenovo Outlet.
I had the worst experience ever with them (and still going through it). Here are some of the things I found out.
- There is no online inventory and your order will be confirmed in 5 days (mine took 7 days) - this means that you can buy a computer and 5 days later you get an email saying sorry but the product is no longer available (happened on my first order).
- Delivery dates are totally incorrect. They take just to confirm if they have stock 7 days and when you get to shipping date it?s 3 weeks later.
- I found several pieces of wrong information on the website

I?m deeply disapointed at Lenovo. I run an online store and this is completely unacceptable.

I will post more has my experience unfolds.

David

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Might be worth the trouble...
by kbx4 / May 14, 2009 4:44 AM PDT

I never received a confirmation email. I did get very polite replies to emails, though, but not always answers. The representatives on the phone were always very nice, but I feel bad for them too, because its clear they don't know what's going on either. But, my last call to Lenovo resulted in "I'm sorry you never received your email but your laptop shipped two days ago, and here's the tracking number." Lo and behold, I still haven't received a confirmation email, but I did receive my laptop and free carrying case only 10 days after ordering.

Although I had asked for more detailed specs, and couldn't get them, I was very surprised to find that my x200 tablet also came with an ultrabase, a dvd rw installed in the ultrabase, MS Office 2007 Professional, fingerprint reader, and a few other "extras" never mentioned in the specs. In fact the operator I spoke to said it probably had an Office trial version. I'm glad I held off on buying the optical drive, etc.!

At any rate, despite their ridiculously non-functioning online ordering system; the product itself it great, and the extras were a very very nice surprise.

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Odd, on two accounts . . .
by Coryphaeus / May 15, 2009 10:00 AM PDT

1. The post you replied to is over a year old and I doubt the original poster is still around.

2. I have ordered eight (8) PCs from the outlet store,

http://www-132.ibm.com/webapp/wcs/stores/servlet/CategoryDisplay?storeId=1&catalogId=-840&langId=-1&categoryId=2576396

five laptops and three desktops, and they have all arrived in perfect condition. The confirming emails within 48 hours all had specific information about ship date, tracking info, and expected delivery date. I couldn't be happier.

What are you leaving out?

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Replying to the odd reply
by kbx4 / May 15, 2009 11:06 AM PDT

Hmm, the post I replied to was dated 5/11/09. In my universe that's about 2 days, not 2 years.

I don't understand the question you ask: what am I leaving out? I am not alone, check some other boards. At any rate, I was merely saying that I thought despite the problems I encountered, I was happy with my recent purchase. That's all.

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I wasn't replying to you . . .
by Coryphaeus / May 15, 2009 11:34 AM PDT

I was replying to the other poster.

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Exception that confirms the rule
by miog1 / February 7, 2012 12:15 AM PST

You might be the exception that confirms the rule. I wish I'd stumbled upon this board before embarking on the nightmarish experience called Lenovo Outlet.
I bought an Ideapad, refurbished at their outlet. It arrived on time, great shape, really nice laptop....except the wireless card was missing.
I called the tech department, they "had" to connect to my laptop so we go through the hoops and yes, they confirm that the wirelss card is mising. Since it's outlet, they ask me to call Monday to arrange for a solution (?). They assigned me a case number, etc. I call Monday, and suddenly the rep doesn't have the foggiest idea what my case is about. She promises to call later to follow up once she gets an answer from technical support (she never called). Tuesday, same story.
I decided to return the product instead and ask for a full refund.
My experience is that the company seems to be terribly organized, and that's what creates all this customer problems.

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Same Here
by mtwinfield / February 7, 2012 4:11 AM PST

miog1,

I ordered a T520, just received it yesterday only to find that it is missing the bluetooth radio. Other than that I have no complaints, received confirmation right away, the computer shipped before the estimated date, I received tracking number, etc.

For a 14 dollar card and given the great deal I received on it, I'll probably just buy one and install it myself. Seems a bit harsh to send it back given the great deal I got and there isn't a scratch on it, it looks brand new.

I think definitely I will stay away from the Lenovo outlet from now on though, seems too risky and I was probably lucky that the bluetooth was the only thing missing.

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Horrible Experience
by cortay8 / June 3, 2009 2:15 PM PDT

I, too, just had a HORRIBLE EXPERIENCE with the Lenovo Outlet............Terrible customer service!!! BUYER BEWARE!!!

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The worst experience you can every have!
by vitaan / July 16, 2009 9:08 AM PDT

Here is my story. Ordered Lenovo SL500 and got a confirmation email saying thanks for ordering with Lenovo. I wait TEN days and no news about shipping etc. The new website DOES NOT HAVE A CONTACT NO ONLY AN EMAIL TO REACH OUTLET STORE. I email them several times and nothing happens. This is extreme case of unaccountability! At least they should have a contact number where I can talk to a person!!!

I waited one more week and seems like the order never entered their system. I forwarded them the copy of the confirmation email and no response.

After wasting three weeks and going through ton of heartburn I decided that I am not going to do business with Lenovo outlet EVER! Bunch of morons. I would sue them if I could.

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Another horrible experience at Lenovo's Outlet...
by aberg8 / July 30, 2009 7:50 AM PDT

They notified me that my shipping address was not associated with my credit card. I fixed that, then called them, all on the same day that they e-mailed me. I got a message box for Lenovo Outlet, and left my phone number twice (beginning and end of the message), the order number, and all relevant information, including that reprocessing would now go through since the shipping address was now associated with my card.

When I followed up a week later, they had no record of my voice mail, which I am 100% certain I left. There are only two guys at the Lenovo Outlet call center...I am pretty sure I can narrow down who lost the message to one of two people.

I asked if they could comp me expedited shipping on either the outlet, or lenovo.com. They transferred me to a Lenovo.com rep who refused to do that. I really like the Lenovo X series, but the Dell Latitude is also a good product line...looks like I am switching to Dell, strangely enough because of customer service. That is a sad statement on Lenovo.

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I decided to just pass on the experience
by TSprung / October 29, 2009 2:07 PM PDT

This is all so typical of the Lenovo Outlet it seems. I came across so many posts like this when I was about to buy from them. Sure, some people said they had a fine experience, but most were horror stories like this thread. I found some useful tips about how to have the least frustrating experience here http://lenovooutlet.net/ but in the end I just decided to buy a laptop somewhere else like you. Saving a few bucks is not worth that kind of hassle to me, and I have a feeling that most people feel the same way.

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