cancelling order

i called to cancel my e220 order today because i wanted to get a x220 instead. the customer service representative was beyond crappy. some indian dude who goes silent for 2mins without saying a word. i told him i wanted to cancel my order and he said ok and i will receive a confirmation email. its been 6 hours and i havnt received anything.

is this suppose to be normal? im very close to cancelling my other y570 order too because a company with this kind of customer service doesnt deserve any more customers.

end rant. discuss

 

I wouldn't make a decision about a computer based on customer service.

Are you computer literate? It might not be necessary to contact cs again.

It could be that one person that was lousy.

I few minutes of possibly being annoyed is worth a Lenovo.

 

If you want to cancel an order, don't call customer service. Call sales.

 

i normally cancel through online chat, and so far, it always work. and also, you get actual proof from your chat logs and agent name.

through phone, you can't really get anything unless you record your phone calls, which is still troublesome to show them in times of dispute.

on a related note, don't order the x220 for now. users are still suffering from cpu throttling issues and alot of users like me are returning the x220. wait for a stable bios to come out.

 

Only i7 users are suffering from throttling problems, let that be clear. The i7 a really overpriced upgrade anyway for a marginal performance improvement (if/when it works properly).

 

I am very happy with my machine and would buy the X220 again. I am not running stress tests all day (who is?), so I don't completely understand the fuss about throttling.

 

my bad. shouldn't have left that infomation out. my friend using the i5 x220 faces no problems.

just pissed off that my i7 version lags even when playing some flash games. FLASH GAMES FOR GOODNESS SAKE!!!

 

I have the same issue -- is there anyway to get a US call center.

They are playing games. First rep says we will expedite your order.. Call me again in 2 days. Two days later I see on the Lenovo site it has slipped a week. My Indian call center guru calls that he will get back to me in 2 days with expedited status. Two days later he emails me that he is working on it. Next day it slips to 1 July. I know this is because of the 160GB SSD.

I call to cancel they tell me they cannot cancel as it is at their warehouse being built -- yet their status show a ship date of 1 July... Then she says she will send a cancel; request but it will take 2 business days. I ask her to send a confirming email that they will cancel she says she will send it.

What a crappy SALES organization... This is not CS it is sales...

 

going to cancel my y570 tomorrow also. will not support a company like this.

out of the 3 times i called, the first employee was a incompetent male indian who just idles on the phone while doing osmething else without telling me, 2nd employee was a trained female who verified everything and actually told me what is going on, 3rd (tried to cancel my y570 today) was a indian female who put me on hold and hang up. i called back and it saids the offices are closed at 6pm est. and it was 6:01

pure complete garbage

why cant all customer service employees be like those of coca cola (greedy corp but nonetheless), located in north america, speaks perfect english, and most of all trained to speak to customers.

 

If there has been no exchange of money yet simply send in writing to the appropriate sales personnel that you are revoking authorization to charge your bank / CC / debit / etc because they have refused to fulfill the order in a timely manner. For extra insurance copy the appropriate personnel at your bank so that Lenovo knows you are serious about cancelling.

Also make sure you put in the email a nice little disclaimer that if they somehow automagically manage to ship you a laptop after this cancellation request you will not receive the order and it is up to them to get it back at their expense without any financial burden placed on you.

Next stop, file a complaint with the BBB.

 

In my experience, the best way to cancel a recently-placed order is through their online chat support.

 

I have become sufficiently alarmed about the "new Lenovo" (or so it seems) that i am almost surely going to hold off ordering the X220 I was ready to pull the trigger on, like today! It's both the product quality and support that has me concerned, and I have started a thread seeking comments about the X220 in particular on these two dimensions.

The above notwithstanding, I think it is really inappropriate, and sounds, well, just plain ugly and racist, to characterize the poor sales and customer support personnel as being caused by "those ---- Indians" (many of whom are likely to have CS PhDs from MIT or Cal Tech, and likely are some of the smartest, most helpful contributors to NBR!) You cannot generalize about an entire country's workers because one company, Lenovo, apparently trains its people poorly, encourages or ignores poor customer relations practices and, I will take a crack at generalizing, likely pays them poorly and has poor working conditions as well.

I have experienced the best, most courteous and expert customer service ever from both Indian and Phillippino call centers and the worst by far from 2 Canadian call centers in particular (all of these from other computer companies, but my point is about generalizations based on race or culture), and have found some of Lenovo's US sales support - "whitebread" Research Triangle Park, North Carolina workers - to be aloof and unknowledgeable.

By all means, let's condemn - and hit Lenovo with a "group post" about - crappy customer relations practices and personnel. But count me out if you want to turn it into a racist diatribe. It's not a "lying Indian call center," it's perhaps a "lying call center" that Lenovo located in India. All the difference in the world, IMO. Also, expect your critiques to fall on deaf ears if it is couched in racist epithets.

(Btw, by accident of birth, I happen to be a Caucasian American and, as much as I hate to admit it, I have at times delivered poor service to customers in my job - but that was only because I had a lousy "Yankee" boss .)

 

I think it's time to lock this thread.

 

Yep, this thread has gone about as far as it can: it's becoming less and less of a thread seeking a problem resolution than a thread filled with rants.

Regarding CS/sales, always keep the Golden Rule in mind. Are you being courteous and understanding while making your requests? Are you staying calm and polite? Often, if you give them no reason to treat you poorly, they won't. That said, not all your experiences with CS/sales will be positive: if it's not going well, take a deep breath, calm down, and try again.

OP, good luck with canceling your order--I hope it goes through. Thread locked.