Worst Customer Service I Have Ever Experience
[ Edited ]
Dear Lenovo Community & Administrators,
Over the last two months, I have had THE worst customer service experience of my life. My story will tell you why you should think not twice, but three times before purchasing a Lenovo product:
On 1/14/14, I have purchased a Thinkpad X1 Carbon, loved the laptop. However the case had a manufacturing defect (it was not intact and hinges made a clicking sound) so I have decided to replace it with a new one. I called the customer support, and they connected me to ThinkPad repair service. I told them I was not looking for a repair, since the laptop is 2 days old, and after some telephone trafficing for about two hours, I managed to set up a replacement. My replacement arrived 7 days after I returned the defected laptop. Unfortunately, this one also was defective (adaptive keyboard had white stripes and bubbles on it, did not work properly) so I decided that this production line was not good and I should return this laptop for a full refund. I contacted the sales team again, after hours spent on hold, I was able to set up a return. I was told that since this laptop was a replacement, It would take 10-15 days to refund it. I sent the laptop back to lenovo via UPS, with the label that they provided me and it arrived to Lenovo on 2/04/14, and this was confirmed by them. Today is 2/25/14, 21 days have passed but no refund, not even a single call or an email to keep me updated. I have contacted several Lenovo representatives after the 15 days period of time and each one gave me different and vague answers. One of them told me that I will be able to see the money in my account in a week, and another one told me 10 days. Today I called Lenovo once again, and spoke with a very helpful representative named Brianna. She explained me the situation and told me that altough they received the laptop on the 4th of February, it was processed on the 18th, and it was A WRONG PROCESS! Because a lousy employee at Lenovo set up the information incorrectly. So she started the process over again, and told me to wait until March 11th, which is still not a set date for the refund. I am furious.
I am a college student and I need that money to purchase another laptop, which is crucially important for my school work. You really should hire more capable staff, at least capable of doing basic customer service. And maybe after then, you can realize why Apple dominates the sector with relatively higher price range. I have been using Apple products my entire life and never had a fraction of a customer service issue.
As I mentioned before, think twice before purchasing from Lenovo. They sure provide an excellent and rapid customer service when it comes to taking your money, but...
Original Order Number: 4243442736
Replacement Order Number: 4220484755
Regards,
Ediz Aydogdu
NY - USA
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