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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.

June 3, 2021 Tech Lenovo

About this site

I’ve long meant to get a blog going again to record the stuff of life around family, house and technology in the widest sense. I’ve learned a lot from other blogs over the years and hopefully some of this will prove useful to others. And, as I get more forgetful, it will document what goes on at chez Marriott and how things change over time.

To date my main work on the web has been around ballet and dance. I started with Balletco in 1996 and DanceTabs took over in 2012. I generally talk about those sites on the websites themselves, but there are generic issues around web tech thrown up by creating/looking after such cloud based publications and that stuff will be here. One big issue is how you archive websites for the longer term and that exercises me greatly at times.

I’ve tried to keep the technology behind this blog simple and I’m deliberately not linking to social media or hosting tracking scripts - there is enough tracking of folks on the net without me adding to it. For technology, I’m using Blot - it works with (Markdown) text files that you keep on Dropbox. You can get text into Dropbox from anywhere, so its flexible and easy to use. Blot is not free, but I generally believe in paying for service and it’s not expensive. I’m using a gently modified form of the standard Diary template.

The logo typeface is Sphinx RR Inline which I got from MyFonts.com. I just love it - distinctive, makes a mark, but not too heavy and a bit theatrical. What’s not to love!

Contact me if you need.

June 2, 2021 Tech House Family

Harry remembered

HarryHarry

Out of the blue I stumbled across this - it was taken on the narrow gauage train that runs between Wells-Next-The-Sea and Walsingham. Harry was a wonderful dog - one of the most loving and kindly dogs I’ve ever known. We got him from Battersea, where he picked us up really by coming over to the door and wagging his tail. Getting him was not easy because he was a sensitive soul. We had to have supervised play with him and then, a week later, had to take him out on a lead to Battersea Park. It all went well and we took him home and never looked back. He died of cancer, aged 14 on 19 November 2019. We were bereft.

November 9, 2017 Dogs Family

Hello World

BM was here

Go to DanceTabs to get an idea of the day job.

November 8, 2017