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June 3, 2021

Lenovo Customer Care re buying a ThinkPad - Third Rate

I’m buying a Lenovo Thinkad X1 Generation 9. Or rather I’m trying to. It’s a premium product that Lenovo, via Digital River, are trying to support with third class customer care who don?t really seem capable of doing the role.

Just to even ask a question is a pain. There is no easily found phone number and eventualy you find a web form, You enter your query (the first message below) and then you get an automated email that includes this: This is an automated response to provide you with immediate answers to your questions. If your question is not answered by the information provided below, please reply to this email with your order number and query. So you then have to enter all the information again. It’s beyond rubbish.

Message to Lenovo:

1) I placed an order for a ThinkPad X1 Gen 9 a week ago and it was said”Ships in more than 6 weeks.” How long is my build expected to take - 7 weeks? 8 weeks? 10 weeks? When will I get an estimated date for shipping?

2) Along with the laptop I ordered various extra warranty options for 4 years. These have been shipped already, which seems odd given no computer has yet been supplied. I’m told”Registration is required” within 30 days. But I doubt that I will still have the laptop in that time, so it seems odd to register. If I do register can you confirm the warranty starts on the day the computer is delivered and not the day of registration. Thanks.”

Response from Lenovo:

Thank you for contacting the Lenovo Online Store. We apologize for the confusion that may have cause you. Please be advised that thew warranty start date equals the date when item arrived.

Message to Lenovo

I’m spending over £2,900 on a Lenovo laptop and your response just answers one of a number of questions I asked. It’s poor and does not encourage me to stay as a customer. My unanswered questions are:

I placed an order for a ThinkPad X1 Gen 9 a week ago and it was said Ships in more than 6 weeks.” How long is my build expected to take - 7 weeks? 8 weeks?, 10 weeks? When will I get an estimated date for shipping?”

Response from Lenovo

Thank you for contacting the Lenovo Online Store. We apologize for the inconvenience as you were informed that your order will be ship within 6 weeks from the order date as advised on your order confirmation email. The estimated date may change earlier or having delay if the customized order will be built immediately depending on the availability of the features you have chosen. Your order will be ship from the time and date of your purchase.

Message to Lenovo

You say”…you were informed that your order will be ship within 6 weeks from the order date as advised on your order confirmation email” This is not true. My confirmation email said the laptop Ships in more than 6 weeks.” So what is the answer as to when the Laptop will be shipped?”

Response from Lenovo

Thank you for contacting the Lenovo Online Store. We apologize for this cause that happened to you. The following answer is, in the next 5-6 weeks, the package will be sent at your destination. There can be cases that it will be sent before the 6 weeks. Unfortunately, a shipping date or a destination date is not available yet.

The order was placed on the 6 May My first query was sent on 11 May 2021 The last respsose was on 14 May 2021

If I use the 6 weeks to dispatch they mention and add a week for transit from China that would iply delivery by 2 August. That will be nearly 8 weeks after ordering. We will see what happens

But I still find it incredible that spending £2,900 get such poor customer care. Lenovo need to get their act together.

Tech Lenovo


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