Article: Deep Problems at Lenovo Canada

Here are a couple of tips.

1) there is assistance on forums.lenovo.com, someone took my order number to see how he could help (I had cancelled in frustration and wanted to re-order with same pricing now). I got a call next day from a Cdn sales rep and we're working thru it (and I'm confident I will get what I want with a price a little lower even than what I paid for during boxing week). Mark_Lenovo is his handle on that forum. I suggest politely asking if he or someone else can assist.

2) For those that cancelled and want to re-order, if you are in Canada and can arrange shipping to US locations, the US clearance outlet has REALLY good deals on new items not shipped (basically it appears to be CTO's that people cancelled on but they had already built them). I found pricing $300-$400 chepaer than the GOOD C$ pricing I got during boxing week on the similarly configured items. Go to the US site and click on Outlet to get into the outlet section. Good deals if you can find one that meets your needs. Pain in the butt layout but if you're patient clicking thru each one to find ones with configs you want, the prices are fantastic.

 

Ok! after 42 days since I've placed the order, I just got call from UPS that I have a box that I need to pick up. HOPEFULLY it's the laptop!!! but something that worries me, I've called yesterday to make sure, I get 10% and 100$ refund.
Now question is, could I open the box even if it doesn't say so in the invoice? They told me it should be on the invoice, but I'm assuming if they only processed it yesterday, it wouldn't show up on the invoice...
I'm picking it up in couple of hours, and I don't think I can call them before they close....

 

I just got off the phone with Lenovo canada, my laptop that was suppose to be delievered on Feb 3rd will now be delivered either the 29th or march 3rd????? almost 7 weeks after the order! brutal.
I did ask about the 10% discount......she said she would submit a referral for one? will take about $100 off the sale price. I'm wondering if it will be worth the wait.

 

It seems like I'm going to buy the Sony SZ afterall. Whichever doesn't arrive first, it'll be the one that get canceled or returned.

 

And you're OK with that? $100 seems like nothing, by then the prices of meroms will likely come down so much.

 

Hope you get your ThinkPad. Let's know if it's worth the wait.

 

I'm not sure if i'm ok with it yet, i did tell the rep that I would want the rebate for the innconvience. If I find a better deal in the next 3 weeks I may cancel it. The price would have to be the same or better ( - $100 discount) with the same specs.

 

I got my laptop after 42 days!!! played around for couple hours and I seriouslly don't know if it was worth waiting. here is the conclusion, I like the laptop, but I don't looovvveee it that much to kiss it everynight. I don't dislike it that much to return it. I guess my old 5 years old toshiba laptop was pretty solid.... I guess the customer service and wait time has left bitter taste in my mouth....
I'll be much happier if they actually do a rebate, that they said they will.

 

I was unable to order the SZ at the price I want. The sale was over by the time I proceed to check out. (The sale was on till FEB 1 "EST" I guess.)

 

Tak, japan, is your ThinkPad a pre-config system? I was told that only CTOs will be available/built from now on. (What about pre-configured systems that were ordered before the new buggy system was introduced? That worried me quite a bit, as mine is not a CTO system, but a pre-config sys (AAAA-##A, not AAAA-CTO).

 

h, mine is CTO but not preconfiged, bu tI don't really know what CTO means, mind telling me?

 

Well, after a month and a half wait, I finally received my T61 standard screen, and it was pretty nice. Unfortunately, I'm so bogged down with work I don't have a chance to really begin enjoying it, but so far it seems pretty good.

I actually ended up calling them because of the same RAM problem everyone here has been experiencing, only 1 gb when I ordered 2. When the rep initially picked up the phone, he asked for my order number and said my computer would be leaving Brampton on Feb 4th, which was funny because I was already using it. As for the RAM, he said they would put one in the mail for me and I should be getting it in a about 2 weeks. From the impression I got from him, it seemed as though they wouldn't just send one out to people who were short changed originally if they didn't call, because apparently this request needed to go to a manager for approval. Oh, and that whole Quest courier thing was a bunch of crap, because I got it regular UPS.

 

CTO means "configure-to-order," which means a customer can select various configurable options (e.g. processor, hard drive size) at the time of purchase and the factory then configures the notebook accordingly.

Pre-configured is the opposite of CTO. It means the notebook was configured by the factory according to a standard set of specifications that cannot be changed by the customer.

 

Thanks Fuzzy.

I was suggested by the rep to cancel my order, then order a CTO instead. He said the pre-configured systems will no longer be built. He thinks I should get it faster that way. So I asked him if my X61 is being built at all. He said yes; I find it hard to believe He actually knew that. I told him I don't want to cancel my order then; it'll cost a lot more to get the same configuration. He told me to check again in 2 weeks, or I can cancel the order. After waiting like a month, that rep just basically brushed me off, no attempts to help the customer at all.

Another rep I spoke to earlier promised she'd find out what's going on and she'd give me a call. I asked her if she's really going to call me. She assured me and even told me what her name was, et cetera. Days have passed, no calls from her as promised.

My X61 is 7675-92U, BTW. One rep said it's in Canada. One said it's in China. One said it's in transit. Great. Just Great. Very consistent.

It seems like I'm not the only one though. Like the guy above mentioned, how could the rep he talked to said his laptop would be shipped on FEB 4, when he's already using it. Strange, huh!?

As much as I like IBM and their products, I can no longer recommend ThinkPads for Canadian users. Lenovo Canada just ruin it with their unprofessionalism. I hope this problem is localized and will not spread to other countries. Pretty sad.

Edit: I'm a bit crazy at the moment that I'm able to come up with the explanation for Lenovo reps answers inconsistencies. You want to know why their reps have inconsistent answers for the same question. EZ, for yes/no questions, they just toss/flip a coin. For multiple-answer questions, they just spin the wheel.

 

Thanks Golf Nut. I'll give Lenovo forums a try. I'm really desperate and depress at the moment.

Me: trying to relax and calm down.

 

I saw your post on the Lenovo forums tonight. I found they seemed genuinely interested in trying to assist, same goes for the cdn inside sales rep I talked to. Good luck and I hope you get the "real" answers soon!

 

My thread at Lenovo forums is locked. I hope I didn't break any rules there.

 

It's not locked - that's just the pointer. I moved the message itself into the X series shipping thread with all the other problem messages that Mark is responding to. I like a tidy forum. ;-)

 

you should probably create entirely new group and call it "Lenovo Canada shipping and Customer Service problem"

 

Well, since it would probably be such a temporary group...

 

lol, think it will be temporary group for shipping problem, since most of customers will not be blasting with anger once shipment arrives. However, for bad customer service, I don't know if it will be temporary problem... Getting different answer from different customer service reps is just an example... I'm worried about getting my refund as well...
So, unless lenovo decides to invest couple million dollars to enhance its customer service like dell, I dont' see the problem going away anytime soon.

 

+1, Well said.

I don't know how different (Lenovo Canada) reps came up with different answers. Don't they have access to the same database? Or do they just make up answers? (Or do they spin their pencils, and come up with the answers?) I don't know how the management team find this to be ACCEPTABLE. The worse part is how (some of, hopefully not all of) their reps made no attempts to help the customers. One of the reps I talked to even told me he'd put me on hold to look something up - only to hang up on me. The waiting times on the phone, as most of you know, can sometimes be longer than 30 minutes.

I was told by one of the rep, her name begins w/ an S, that she'd call. Days have passed, never received a call from her. I worked in the C/S field before. I didn't brush people off. I always tried my best to help. If I made a promise I'd call, I called. If I think I wouldn't be able to do anything, I transferred the call to/gave the # of whoever is in the bigger position or who the customer should contact; or I leave a detailed message for my boss. (Luckily my bosses at that job were very competent group of people.) I do take all my jobs seriously. How come it doesn't come around?

 

Thanks for the clarification Nonny. Although I have to agree with Tak.Japan that grouping the posts into a problematic Canadian orders thread might be a better solution. That way, maybe somebody can just forward that to whoever's in charge - to let him know the ways things are being run at Lenovo CANADA are simply bad jokes/very unprofessional.

You don't hire/pay people to make up answers for customers. It's just plain wrong. Things like that are better left for imaginative 3-year-old children. (And they can do it for free.)

I always had fond memories about IBM products. My first PC was an IBM Aptiva. Now Lenovo Canada just ruined it.

 

Yes and yes, It's explained in the article at:
http://www.digitaljournal.com/article/248931/Exclusive_Terrible_Customer_Experience_Uncovers_Nationwide_Internal_Flaws_at_Lenovo

I gather they are swamped with so many irate callers and their software system is so so inefficient or non-functioning that they cannot even answer all the incoming phone calls, much less call back.

 

Thanks for the clarification, Fuzzy.

However, then I don't even see what's the point of keeping their (non-functional) C/S call centre open, do you?

 

Grrrrr...

I just called Lenovo Canada. Surprisingly, I got a sales REP within 10 seconds of hold. I asked them about my order and they said that a large shipment of their Laptops have been held at the border. And that this will delay them an extra 3 days...

 

Agreed with spellbinder, I've also spoke with CS rep who their name started with "s" and "n", both told me they would call back. never received phone call from them. It seems like CS guys were much more helpful than ladies.... which I found pretty interesting since in other companies women tends to be nicer than mens...
Also, blaming on their software is easy, but how do you explain the lying...? I thinkp simple "we don't have any more information than you would have, which is nothing. but we will give some discount for you inconvenience" is better than "oh yes, your laptop is in brampton, there is no problem with your order" when it's been more than a month... no problem my axx....

 

I called again. So it's not in the batch stuck at the border. With a lot of hesitation, the CSR said the laptop was in transition from China... Ok, now I'm angry, I was so hopeful last Thursday.

 

I just did some surfing and it turns out directdial have seven 767592U in stock - with 9 more coming in on FEB 5, 2008. If Lenovo Canada is capable of delivering some to their resellers, what about their end users?

 

Also, my honest genuine advice for Lenovo Canada is that they should change their est from 1-2 weeks to 4-8 weeks. That way, people won't get as upset as they are now. Or maybe, they should just shut their website down for now, until they can sort things up.

 

+1
At least their customers deserve some HONESTY.

 

I just called Lenovo Canada. The rep now said the est date is FEB19, changed from FEB 11. That'll be more than 6 weeks. Will I receive it within 2 months?????

So I told him, that I felt it was unfair the website show the est waiting time of 1-2 weeks. I made a choice based on the info present on their website. I was deciding b/w a Thinkpad and a Vaio; both were on sale. I didn't anticipate this long waiting time. Had I gone w/ the Vaio, I'd have receive it by now. Now the Vaio is no longer on sale.

I told him I'll continue to wait cos I've been waiting a very long time already. However, if I could go back in time and I know it'd take this long, I wouldn't have place the order w/ Lenovo. I told him somebody should change the est on their website from 1-2 weeks to 2 months, so the customers can make an informed decision (whether he/she will want to wait). He said he'd inform someone about it.

I've wrote the Globe and Mail, CBC, and CTV. I encourage others who experience a similar/same problem to do the same. I will also file a complaint w/ BBB (Better Business Bureau) tonight. Again, I encourage others to do the same. We have the rights to protect.

I want to make it clear though, that I'm not the immature irate type that throws tantrum at the C/S people. As I mentioned before, I worked in the C/S field before so I know how unrealistic some customers can be. I'm always polite w/ the C/S people; as all calls are recorded, they can confirm this. However, as most people here can tell, it's not hard to tell if some people at Lenovo are taking their jobs seriously, working competently and effectly or not. Just because they have good products do not mean they can operate however they like.

 

BTW, here's a link to Canadian Better Business Bureau website:
http://www.ccbbb.ca/
It takes less than 5 minutes to file a complaint.

I'm back in school and don't have time for a class action lawsuit.

 

HELL YEAH>..
i am gonna file a damn complain....they canceled my dec 30 order
then i reoder on Jan 9...and today is Feb 4
almost a month..............
i got NONE...but tons of waiting time on the phone!!!!!

 

1. Go to http://www.ccbbb.ca/complain.cfm (Canadian Council of BBB; Better Business Bureau in Canada)
2. Click on the complain tab
3. Go to the bottom of the page and click on here.
"If you agree to the above terms and would like to file a complaint click here."
4. A new windows/tab will pop up, depend on your browser settings.
5. Check the following options.
- Canada
- A product or service
- No
Then click on next.
6. Select Canada and enter your postal code, check the box, then click on next.
7. Search by company name seems like the easiest option: put Lenovo in the company name box, then click on next.
8. Check Lenovo (Canada) Inc.
10 York Mills Rd
North York, ON M2P2G7, then click next.
9. Click on next again.
10. Select "no" for all options, then click submit.
11. Complete your personal info, then click on next.
12. Select eiter:
- no address attached, or
- 400-10 York Mills Road North York, ON Main Billing Complaint
13. Select the issues you have with Lenovo Canada, then click on next.
14. Fill out the details, then click on submit.

It takes like 3 minutes, if you already have i mind what to say. Good luck everyone. BBB was able to help me several times now.

 

What does the BBB do for you?

I may complain too, I ordered back on Jan 20th and they told me that I'd get it on Feb 19th

That's a month when the ship time on the website says 1-2 weeks

Not as bad as you guys, but still, I have a feeling this will get worse

 

I don't know how BBB works exactly. However, one time Best Buy didn't ship the whole order and refuse to ship the remaining item. (I bought a NES GBA bundle (NES GBA +2 games). They shipped only the GBA + 1 of the 2 games.) They said the item they didn't ship was a bonus item and was in limited quantity. I told them that nowhere did it say on their website that the games were bonus items and limited in quantity. I obviously purchased the "bundle", and was delivered an incomplete bundle. After I complained to BBB, not only I received the game they didn't ship, I also receive an additional $20 gift card.

 

From Wikipedia:

"The BBB states its purpose is to act as a mutually trusted intermediary between consumers and businesses to resolve disputes, to facilitate communication, and to provide information on ethical business practices. Its website lists BBB's core services as:

* Business Reliability Reports
* Dispute Resolution
* Truth-in-Advertising
* Consumer and Business Education
* Charity Review"

I guess if lots of people complain and the end results are unacceptable, that may put Lenovo in a bad business group. And if that occur, I don't know if public/private sectors check for Lenovo reputation with BBB or not. If they do, then Lenovo will potentially loss some big customers. Anyone who knows a lot about BBB care to chime in? This is all my speculation - so please don't take it as a fact.

 

I agree that if lots of people complain, BBB may take an action, but I don't know how many lenovo buyers are there.... I'm assuming it's not as much as people who buy GA from bestbuy....

 

Lenovo Canada has "an unsatisfactory record" with the BBB in mid-western and Central Ontario. See http://www.bbbmwo.ca/commonreport.html?bid=1157612.

This seems to be the only Canadian report. I turned up four American reports on Lenovo and some effort had been made to resolve most of them. There are also statistics on American complaints made to the BBB about Lenovo at http://search.newyork.bbb.org/reports.aspx?pid=44&page=1&id=86006.

In contrast to many other companies, Lenovo is not a member of the BBB in Canada or the US. However, a lot of people check BBB reliability reports on line before making purchases.

I think it would be worth making some individual complaints to the BBB about Lenovo Canada. The potential for bad publicity might mean you'd get something concrete.

 

spellbinder

i suggest you open a new thread about the BBB
just told your story , copy and paste the steps in here

let more ppl know

instead of I copy your work and post..u know..^^
gather more ppl is power...

 

Saiki, I just did what you suggested.

BTW, the link to "Filing a complaint you have against Lenovo Canada to BBB" thread is here as well:
http://forum.notebookreview.com/showthread.php?t=216043

Let's make a difference!

 

Finally received a reply from BBB. Will keep you guys updated how it goes.

 

I post a link to this thread on Lenovo forums. Guess what, the mod there (nonny) deleted it. So much for freedom of speech. I think all customers should be as informed as they can be - regarding to what kind of company they're dealing with, what kind of product they're going to get, what kind of customer service they're dealing with. I made it pretty clear that the problem I have is with Lenovo Canada, not Lenovo as a whole. The things that are posted in this forums are TRUE Lenovo Canada customers frustrations.

I won't be surprised if the next step is they're banning me from their forums. I hope Lenovo acquisition does not equal to the dictating communist version of IBM. After all, it'll be really suck if their customers voices are silenced. No offense to Chinese people, as I'm part Chinese myself.

To NBR mods, please do not ban me here. I post true stories that happened to me from dealing with Lenovo Canada. I know that Lenovo is one of your sponsors. But I have no problem with the whole Lenovo, just Lenovo Canada. Put yourself in my shoes, if you had known you'd have to deal with the kind of crap Lenovo Canada is giving me, would you just stay silent and let them do whatever they want to you?

 

I don't know why you find that surprising. It was just tacky for you to put that there when Mark is doing everything he can to help.

 

what did you post there??? I want to see!!! lol

 

Let's say A & B belong to the same family. A beats C up badly. B later drives C to the hospital. Because of that C has no right to blame A or report A to the authority?????

I appreciate what Mark did for me, assuming he did something. However, Lenovo Canada does not equal to Mark. Grow up Nonny. Your reply is irrelevant. The more you defend Lenovo Canada blindly, the worse Lenovo Canada look.

Peace.

I just called Lenovo Canada to have the order cancelled. I may buy a ThinkPad again in the future. (Obviously Lenovo Canada doesn't care (much) about that.) Have a good day, y'all!

 

It's nothing special/funny, really. I just posted a link to this thread. Obviously, they tried to keep their customers in the dark - making them feel like what happened to them is extremely rare. It's just that it's not Mao Zedong era anymore.

tak.japan, you want to make a difference? make your voice heard/matters? just file a valid complaint to BBB. Peace.

 

I finally received my laptop today, after 42 days. But it's in another city (at home), I'm at school.

As for the $100 off, we'll see if Lenovo goes through with it.

Also, I spoke to a Lenovo rep named Paul today. He was extremely helpful and polite. He was honest about the problems at Lenovo Canada, and understood my frustrations. Furthermore, he spent the extra minute to find out the exact status of my laptop and get me a UPS tracking number.

 

I found male reps more helpful than female at lenovo canada.....
Guess what guys!? I ordered dvd multi driver for my new laptop on last saturday, and I got it today!!! less than a week!!!! very funny, since I've spent more money for laptop, and I didn't receive the laptop until 36 days later... and the accessory for the laptop came in less than a week....
imagine if I've ordered it on the same day, I would have had the drive for a month wout a laptop to use....that's like having a Porche's steering wheel without a porche...