How long does it take Lenovo to cancel an order ?

I called thursday to cancel, and they said it would take them 2-3 days to check if the cancellation request has gone through.
Its monday, and still no update.

 

If you search, you will find that it might not ever get canceled. It might end up at your door and you'll have to send it back. I had to call multiple times to get an order canceled. It took about two weeks for me.

 

I've canceled 3 T61s now and this is my policy:

Step 1: Call to cancel
Step 2: Wait 2/3/4 days
Step 3: Call to cancel again
Step 4: If they act like it was never canceled in the first place and they don't tell you your order status page shouldn't come up then repeat steps 2-4 until your laptop gets canceled.

 

i called today to cancel (ordered yesterday), and i asked if i get any confirmation number or something, and the rep just said no.

so im going to check in 2 days if my status changed, otherwise i'll call again.

 

That is basically what I did. Except after the first call I did...

Step 5: Insist on an e-mail stating that the order is canceled and if it ships anyway they will provide a full refund and pay for return shipping.

I had to do this twice. One CSR said "OK I'll send you an e-mail"... 24 hours later, still no e-mail. I called back and told the CSR I would stay on the line until the e-mail arrived. It took about 30 seconds that time.

If at all possible, keep on them until it is gone for the order status page. I've read a few horror stories about people having to file BBB complaints to get their CC credited back.

 

Stallen, LOL at the Ron Burgandy avatar.

 

Does it annoy Lenovo you cancelled so many, and if they shipped already?

 

its easier to cancel your card than your thinkpad order

 

Do you send them email? I cancelled yesterday by email, nor response yet???

 

You can barely get anything accomplished by talking to them over the phone. I wouldn't rely on e-mail.

 

I have yet to get a response from Lenovo through email (mind you it is the @ca.lenovo.com email address). I called Lenovo Sales and they immediately cancelled the extra notebook. Although only a 2 days had passed when I placed the order. If you waited longer, I am not sure how prompt Lenovo will be to cancel your order.

 

I've had remarkable customer service over the last few weeks, with promises of price matches fulfilled and a full refunded return with no hassle. I made a new order, but I'm cancelling it today. We'll see how that goes.

 

I canceled an order over the phone, and almost immediately I was no longer able so see an order status page for it. Do I need to follow up to make sure it stays canceled, or am I safe?

 

I just called right now to cancel, and the lady said I wouldn't see an update on the Order Status page for 24-48 hours. hmmm. We'll see.

 

As of now, mine is still canceled, but I will watch it closely.

 

@ aadadams - You should be fine. I wouldn't worry about it. I have actually canceled two orders in the past. The first order that I canceled was gone from the order status page right after I hung up the phone. The other order was about a week later and it is the one that I was referring to that took two weeks and several phone calls to get it canceled. This leads me to believe that there is a way to have the order canceled immediately. Why some CSRs know how to cancel immediately and others have to "send a note" to have it canceled (which can take weeks or never actually happen) is a mystery to me.

 

After i canceled my first one, and after the order status page would no longer show that order number, it took 7 days to release the hold on the credit card. I had to call CS many times, and finally, i could find their credit department and called to make the release. It was done in a couple of hrs. For me, the level of customer service i got from lenovo sales was pretty low, ranging from not knowing what info their website offers to giving wrong info about order status/cancellation/refund dates. I called them about 8 times to try to straighten things out, and believe it or not, in the 8 times, i talked to only 3 difference reps. When i eventually got a number for a sales manager, she said that they were working on that issue by hiring more people. I had the word customer service experience in my life.

I have also received a TP and i shipped it back(another one, which i was told was cancelled but it still shipped!!). The warehouse received it a few days ago. It would be nice if someone has any experience about the time it usually takes to get the CC refund.

 

Someone should tell the left hand what the right hand is doing....

 

i checked today and my order was cancelled.
so i have no complaints about there service. i called, cancelled, next day it was done. im satisfied.

 

funny, this company is really a joke....I feel like I want to cancel my order anyway.

 

AAH I ordered Monday, cancelled Tuesday, lady said it'd take 2 days, and it shipped Wednesday. NOOO. Did not expect it to ship this fast.

 

Why are you people ordering and then canceling a day later. You are obviously not thinking this through. And to the guy who canceled 3 different thinkpads, what the hell?

 

LOL what specs did you order?

I cancelled mine a day after I ordered and the status page was immediatly removed. I'm guessing, unlike yours, mine hadnt even been started yet.

 

Well, I had a T61 for a week, and I wanted a replacement. Only way for that to happen would be to return and reorder. The reorder was 100 dollars more expensive, so I wanted to cancel.

 

15.4 WSXGA, integrated, 100 gb, 2.0 ghz, intel agn card. Nothing fancy

 

Order: Saturday 8/11
Cancel: Monday 8/13
Ship: Tuesday 8/14

They said me to take the laptop and call them again to follow their further instructions. Will I receive a full refund like they promise?

 

Yes. There is no reason for them not to. Accept the package, call Sales, they'll send you an RMA and new shipping label and send it back.

 

Just dont open it!

 

Oops, actually, I order another T61 with a totally different configuration on Sunday (8/12) and it was also shipped in 8/14.
I will receive two T61 8-}

I will follow your advice to get the full refund for the first T61 :-|

 

...talk about adding insult to injury.

 

The one time we wished our orders wouldn't ship right away. We're probably being cursed at by the people who are still waiting for weeks.

 

I was really surprised by the fast shipment by Lenovo.

In the past, I ordered a T43 from Lenovo and had to wait 4 weeks for my laptop to be shipped.

 

Man, I called to cancel last thursday (Aug 9), called back on Aug 13, no update, called again today on Aug 15, still no update, so another cancellation request has been sent.
What kind of company is this ???

 

Wouldn't it be better to just reject the delivery then deal with the RMA mess and bother sending back?

 

Waaaa...all I got was a delay email. :cry:

 

8 days 3 phone calls, and still not cancelled.

If they now ship the laptop, will I get hit with a restocking fee when I return it ?

 

They won't cancel mine either. I have 2 on order now...they did repond to my email with :

We have received your request to have this order canceled.
A note has been sent to our supplier.
Your order should be canceled within the next 2 business days.
If your order cannot be canceled, and it ships,
please accept the package,do not open it, and notify us.
We will be happy to set up a full credit pick up and return for you.

If you have further questions or concerns, please feel free to contact us at 1-866-42-THINK (84465) option number 2,

We will be happy to assist at that time.
Once again thank you for contacting Lenovo.

 

What email address did you send it to ?

 

I called them up again. Got hold of another CSR who said she could cancel the order right then. She did so, and 2 minutes later the order status page was gone.

I really dont get how one CSR can blink and immediately the order is cancelled, while others have to "send a note"

 

I both sent emails and called phone.
The first 2 calls, they said yes, I will receive full refund.
Later, they said I have to pay 15% fee. I said I canceled before they shipped the laptop and the box is unopened. Then they told me to pay the fee to send the laptop to their company.
----Lenovo sucks----
Although I love the T61 I'm using, but I am not happy with their customer service. I intend to return both 2 notebooks I ordered.
Do ya guys know where to send both these notebooks back? And send to where?

 

You'll need an RMA from them. Call them.
If they dont give a full refund, dispute the charge with the CC.

 

so let me get this straight. as long as my order status page still exists, my order hasn't been canceled right?

 

^^^ I have made that same post somewhere... yeah, I had the same experience with one of my orders. I don't get it either

 

I'll give you the low down on Levono cancellations.

When it comes to the business of canceling an order, there are two things to consider: is your order "no status" (it has not yet been transmitted to the factory/warehouse) or is your order "confirmed"/"transmitted" (the factory/warehouse has printed a slip of paper with all the details of your order, the shipping method, shipping address, etc.).

If an order is no status (and this is only if an order is quite recent or if its on some kind of credit card hold) a representative can easily cancel the order while you are on the phone and you would be able to confirm your cancellation-->your order number basically becomes your cancellation number. Simply input it into the order status page.

If the order is confirmed or transmitted, Lenovo has to send a request for the order to be stopped at the factory. Most of the time, these are only requests to stop it, so that it becomes a "no status" order, which the representative is then responsible for stopping. Sometimes the factory or the field support staff go ahead and cancel it for the representatives. However it still takes 24 to 48 hours to do this. If you call to cancel and the order ships anyway, it is likely because it was too far along in the build process to be stopped on time. In such a situation if the request to cancel was made before it shipped, Lenovo will pay for return shipping and there will be no restocking fee. If you call to cancel your order after it ships, you will be stuck with return shipping and you will have to pay the restocking fee whether the package is opened or closed box.

 

Well said.

Sometimes, there might be a good reason to cancel, i.e. a new model just coming out the day after you placed your order. But in general I agree with you braddd.

Being able to cancel the way you can with Lenovo or other companies for that sake, I find to be quite strange. Especially considering that they often wave the cancel fee.

I find it that people are too spoiled when it comes to their purchasing/canceling rights and it is often exploited in a negative manner.

 

They send me an ARM and a shipping label. I use these to send the laptop (unopened) to them.
Will I be charged for the shipping cost?
Will I receive a full refund?

 

I have cancelled an T61 order 7 times. 2 by phone, 5 times by email....i received a confirmation of the cancellation finally by email only after my 3rd email. to them..nothing since. I just checked today, ESD 8/31. I cancelled 3 weeks ago (1st attempt) and have already received my new T61 last Monday. (same config, reordered cause it was cheaper)

This company's operations run like a fine swiss watch. Go figure.