I have ordered and waited for 3 weeks, just to see them extending it for another 3 weeks without even sending me an email warning about it. The good thing is - canceling the order was easy. Nobody really cares if you come or go.

It is with a heavy heart that I post this story here, as I have been a  
loyal and longstanding Thinkpad customer for over a decade, purchasing  
numerous Thinkpads from IBM, and one just lately from Lenovo. I have  
recommended IBM/Lenovo stock to all my friends and family who dabble  
in the market, and I have also recommended the Thinkpad line of  
laptops to anyone and everyone that I have had occasion to discuss  
laptops with.  
 
However, it is with my most recent purchase from Lenovo that I have  
encountered a problem of the most horrible proportions. I in no way  
wish to bog anyone down with unrelated details; however, the entire  
experience I've had is a long one, spanning many frustrating months of  
interaction with the Customer Service agents within Lenovo.  
 
Due to this most recent experience with Lenovo, (outlined in full  
below) I can no longer in good conscious continue to do business with  
or recommend Lenovo's products and services. Since no one within  
Lenovo can rectify the matter, I will be taking my business elsewhere,  
as will my friends, family and coworkers. (Including my place of  
employment)  
 
Anyone who is interested in further details (aside from whats outlined  
below) please feel free to contact me via e-mail at pernod@ureach.com  
- I'm more than happy to provide my contact information and telephone  
number should anyone wish to discuss this matter in a more thorough  
fashion.  
 
For those of you who are interested, my story in it's entirety is as  
follows:  
 
----  
 
My experience with Lenovo consisted of receiving a laptop with no battery & power cord! I promptly purchased an alternate Thinkpad from a local retailer and called in to make arrangements to return the incomplete laptop that was mailed to me through Lenovo directly. A customer service rep gave me completely inaccurate information as to how to go about returning their equipment to them. ('Just write 'return to sender' on the original package and drop it off at a UPS store' was what I was told - only to find out later that this violates every single return procedure ever put into place, and no one can explain to me why this person gave me such misleading information)  
 
This mis-information left me without a tracking number, and lo & behold Lenovo claims they never received my laptop back at their warehouse. I asked for a physical audit to be done at their warehouse, confident that it's in there *somewhere* but I was told by Mr Bumarch that that request is wildly unreasonable. (But apparently charging a customer for a laptop that was mailed back to them is completely reasonable)  
 
I've been speaking to Tony Bumarch (Direct Phone Number: 919-543-6681) and have been given the run around over and over with the end result being Lenovo can do absolutely nothing for me. I've also CC'd all my correspondences with Tony to David Churbuck, in the hopes that he might be able to assist in some fashion, but apparently my complaints have fallen on deaf ears.  
 
So to sum it up, Lenovo lied to me, stole my money and told me to go away.  
 
I've been an avid Thinkpad fan for countless years and even have an old P166 Thinkpad in my closet that still runs, (It's built like a tank) but I have pretty much lost all faith in Lenovo's ability to properly deal with even the most simple of tasks such as a customer return.  

Shipping date has shifted from "1-2 weeks" to "8/16" to "9/18" to "9/2" (allegedly on "critical" list) to 11/2, now.

I purchased a laptop on their labor day special. And they offered me a price of 1030. I paid with my credit card and on the confirmation page when everything was completed it listed 1030 and I printed it out. A few hours later, I was told my total was 1198. I called and emailed them several times. They did not return any of my email messages. They have refused to change the price saying that 1198 is already a discounted price and kept accusing me of trying to ??price match?? with their confirmation price.  
 
I waited 2 hours on their customer service and was transfered to generic outsourced indians. I wanted to cancel my order if they would not give me the price they advertised and they simply told me that they would email me the cancellation information.  
 
And I have not yet received the email.

I ordered a laptop from Lenovo on July 13th. My original ship date was August 1st. August 1st rolled around and no shipment. Got a notice on the 2nd that there was a delay and it would ship within the next "1-30 days." I emailed the representative who I'd spoken with prior to purchase who had been so eager to give me his employee number in order to get a commission. No response. Called customer service to see if I could get a more accurate estimate than 1-30 days. She assured me that it would be sent by the 26th (gee, so much more accurate).  
 
On August 14th, I received another notice that the parts for my laptop were not available and it would not be ready until mid-September. I'm not really sure why it took them one month to figure out that they didn't have the parts for a machine that was listed with a 1-2 week shipment date. I emailed asking why and also asking how I could be sure that when mid-September rolled around, it wouldn't be delayed until October. I received stock non-answers. On the 17th, I called to cancel my order. I was slightly surprised that they never bothered to ask why but the conversation was quick and easy and they told me to look for an email to which I would have to respond in order to confirm cancellation. I did receive an email later that day - notifying me that my laptop had shipped. Hrm. The same laptop that had just been delayed until mid-September because there were no parts? How curious. Never got the email about canceling.  
 
Overall, my experience with Lenovo customer service was horrible. The best you can hope for is automated or cut and paste responses, no actual concern is shown and I was never given the slightest indication that they cared one ounce about my business. My system seems fine so far but I definitely won't order from Lenovo again.

Lenovo has the absolute worst customer service in the computer retail industry. If you want to call in, it is not uncommon to wait for 45 minutes. I had to send 4 e-mails before I finally got a response back, and it was a scripted e-mail. What is upsetting about that is that they treat you like a number...at least give me a personalized response for waiting 1 week for a reply.  
 
I placed an order on July 31st. The website said my computer system was in stock, and that it would ship within a few days. What happened? I receive a delay notice that my item would be delayed about 2 weeks, possibly anywhere from "1 to 30 days" later.  
 
I also found out that they mislisted the specs on the system I ordered. What did they do? Nothing. Were they expecting me to just not notice that I got a cheaper system than what I originally paid for?  
 
Needless to say, I tried to cancel several times. Attempted 3 times on my lunch break to contact them by phone... I ended up using up my lunch breaks without even speaking to anybody. I also sent 4 e-mails...2 for questions and status updates, 2 to cancel. All in all, I count about 2 hours of my time wasted trying to establish communication with them.  
 
I'm really disappointed with Lenovo. Even though it was a division sold by IBM, I was hoping that it would continue to live up to its name.

This review was modified by its author, Lawman67486, on 8/12/07 12:13 AM.

Absolutely horrendous experience with Lenovo. I ordered with them on June 1st, during the Memorial Day sale. The order was set for delivery on June 15th - two weeks, very reasonable. It was pushed to June 30th. I called to inquire if that would be the definite ship date only to discover that when you call Lenovo customer support (sales, web purchases, etc), expect at a minimum 60+ minute delays. Finally getting through, I spoke with someone who assured me that by June 30, I would have my new notebook. So be it.  
 
June 30th came and went, without event. No laptop, no email - nothing. I had to call to discover that it had been pushed to July 17th. You can see where this horrible tale is going. Another 60 minute wait, another delay. July 17th came and went - the ship date adjusted to July 19th. On July 20th, I received an email from Lenovo telling me that due to federal regulations, the order would self-cancel because of the length of the delay unless I authorized the delay. I chose not to cancel, now morbidly curious in the laptop and Lenovo's abysmal service. I called them yet again, and this time was on hold for - I kid you not - 90 minutes. When the CSR answered, I explained (very politely, believe it or not), that I had been on hold for 90 minutes and wanted to speak to a supervisor. He told me to hold on just a moment -- and promptly hung up on me. It was really, really incredible, and easily the most horrible consumer experience I have ever had. IBM used to be a great company - my own 600+ employee company is constantly being courted by Dell, Gateway, and others to move away from Thinkpads, which have suffered in quality since Lenovo took over. This most recent adventure, however, makes me think I will have a long conversation with the Chief Tech Officer, with whom I am close, about giving another company a try. My thinking is that if Lenovo cannot satisfy a simple personal order, they cannot support an institution.  
 
Truthfully, my best advice is that you simply steer clear of Lenovo, and of Thinkpads, until they get their act together. Hour+ wait times, impossible to get in touch with the right folks, terrible customer service, exorbitant ship times, and increasingly poor quality products make me feel foolish for thinking that Lenovo would be a right fit for my personal computing -- and now cast in doubt whether they are a right fit for my company.

Order was placed, showed that item was in-stock. They slipped the shipping date and apparently sent by horseback, so it arrived after I was away on vacation. When I got back I found the buttons on the flat-screen monitor did not work (it displays from the computer fine, just can't turn it off from the button or make adjustments). I called for an exchange which they refused because this DOA unit had been shipped (not received) more than 21 days prior, so I had to call IBM service.  
 
Service sent me a USED display as a replacement that was severely damaged. I called them to tell them I was refusing it and they said they're sending another (I'm sure USED) part.  
 
So consider anything you buy from Lenovo to be used, as warranty parts probably are. I'm never paying good money to this company again. If I want used crap I can go other places and get it cheaper.

I ordered Thinkpad T61 on 5/27/07 and the estimated ship date as mention on the web is 8/30/07, almost 3 months after my purchase!!!!...i am trying hard to reach the customer service, but i could not reach them even after hanging on the phone 40 mins daily for consecutive 5 days!!!  
i think their customer service is the worst in the world. i mailed them but still i didn't got any reply....i really feel very bad that i decided to purchase a laptop from Lenovo.  

Ordered a Lenovo Thinkpad T60 on May 1st, 2007. The shipping date was May 25th. Today when I checked to see if it had shipped the shipping date had been changed to June 20th. I never received a phone call informing me of the change (on a $2000+ notebook), nor did they inform me by email. If I hadn't checked their website for the date I would still be expecting my laptop to arrive in two days. I called the sales representative and he explained that there were not enough LCD screens and do my order had been delayed. WHY WASN'T I TOLD THIS WHEN I ORDERED!!! Obviously they had no idea that they would be short on laptop screens when I put in my order... Jerks! Given the other complaints I have seen about shipping times for Lenovo I suspect they play people along with short false wait times because they knew if they were honest nobody would buy their computers. The other thought I have had is that they don't care if individuals are put off by the delays and are filling large customer orders with parts at hand. At any rate I canceled my order. One month and 20 days for a laptop, no thanks.

I placed an order for a Belkin DVI(f)/VGA(m) adapter which was immediately acknowledged and very quickly shipped. The adapter price was good and the shipping cost was great.

Overall, a good experience with Lenovo. Website is laid out well, making for an uncomplicated shopping experience; except for the section regarding the warranties. The different options could have been explained more clearly.  
 
Lenovo does send out emails after your order, and when it ships.  
 
I ordered a custom laptop, and it shipped on the estimated date, about 2 weeks after my order. Considering some horror stories I've heard about Lenovo's shipping times, I was happy that they shipped when they said they would.  
 
I haven't had a reason to conact their customer support.

Very fast fulfillment, esp if you aren't building a custom PC. Good email alerts and Web site with shipping status. The est. ship date tends to be very conservative, with a 1 week estimate turning out to be shipping the very next day.  
I can't comment on the returns or warranty experience though.  
My order was slightly delayed b/c billing address on CC and ship address were different. The Lenovo.com Web site asked me to reigster my shipping address with my CC company before placing the order, which I did. But the order still was put on hold over the weekend until manually verified.  
I had a personalized item on my order and the person entering the work order called me to verify the spelling, which I thought was impressive. Other than that the order experience is highly automated if you use the Web site, which I liked. There is also 24/7 free support during the warranty period.