Help with Lenovo tech support

I ordered my w520 on the 14th and realized I wanted to upgrade to the high rez screen, so I have been trying to update my order since the 19th. Since my ship date isn't until the 26th It seems like they should be able to make the changes, but tech support is not real user friendly. I have been assigned a tech guy and the ony option by phone is always to leave a message and he has not responded to my emails. When I get through on the general support line they say I have to talk with my assigned guy.

Today I called the general support line and after waiting 10 minutes they said they couldn't even cancel my order due to tech problems they are having today. I also just tried joining their web forum and it logged me in with German language(It says "english" on the top of the page).

This is my first Lenovo purchase, any advice on how to get through to a real person that has the power to change my order?

 

Generally, Lenovo does not allow changes to orders. You may cancel and reorder. I guess I'd keep trying to cancel my original order and go from there.

 

welcome to the forum!

to change an order, you need to call the sales department (866-96-THINK) and not tech support.   there is a menu option to change an existing order.   as long as the order has not shipped, they can send a note to the warehouse to update the configuration.   doing so might push back your estimated ship date.

i changed your language preferences on the lenovo forum.   next time you log in it will be in english rather than german.   we recently discovered a bug where any mistake on the page causing a reload also changed the language drop-down menu choice to german.   we're working with the developer on a fix.   apologies for the error.

 

Thanks for the info Zaz.
Hey Erik,Thanks for the help with the login on the Lenovo forum, that was a nice surprise to get that fixed here . I misspoke by refering to the sales guys as tech guys. I did call the sales number and have a sales rep assigned to my case, but I can't get ahold of him by phone(just voicemail) and I was hoping he was going to return my email, but no luck with that yet.
Today when I called the general sales line there was some problems with Lenovos customer service computers or something, so that made for one more obsticle to get through.

I will keep trying to get through, but I am running out of time with a ship date of the 26th.

Sorry about my first post being kind of a rant, I'm just a little frustrated.

 

no problem.   it helps to know people.

if there's a rep assigned to your case then keep trying that rep.   if you can't reach him then use the general sales line and go from there.   with the X220 being available this week, the sales team have been buried.   couple that with a few glitches in the system and it's been an interesting week for everyone there.

your frustration is understandable and patience is definitely appreciated.   if you feel like you aren't getting anywhere, please post your progress on the lenovo forum general discussion board so it can be flagged for further investigation.   but, give sales a chance to fix it first since it sounds like they're aware of the request.

 

Also, ship dates are just a ball park date. Many have their systems shipped out sooner. Just a heads up on this.

 

Thanks for the advice everyone. I did get through and was able to cancel my order. It was a Bill me later order, so they said they can not alter that type of order, so my only option if I wanted to upgrade my screen was to cancel and reorder. Now I will reorder after I get my cancellation confirmation.
Now I just have to hope there is a good sale/discount code when I make the order. I used a 10% off code when I ordered, but I see from this forum that better deals can be had.

 

A coupon code is a good thing.

A purchase program discount (e.g., Visa cardholder's, Contractor purchase, etc) plus a coupon code is a better thing.