While I have ordered and used Lenovo products in the past, I was directed to their website (Lenovo.co.uk) following a search for software. I purchased the software on the basis that it was an electronic delivery (nothing was shipped) and expected to get the download link within an hour or so. It did not happen. Paid the money, I could see it was removed from my credit card. But no download link. I went online to ask what was happening 24hrs later. I used the chat system. Very polite person on the other end. Told me I may need to wait up to 7 days. But they would escalate it. On due consideration, I decided to source the software from somewhere else. I told them to cancel the order, they acknowledged that in the chat, and said to wait 7 days for a refund. The chat would also be emailed to me after the window was closed. I closed the window, and the chat was never emailed to me. The next morning (36hrs after the original order) I get an email with a download link and license. I get back on chat again, give them the order number again. Their system indicated nothing has been delivered. I inform them again that I do not need the software, the license is unused, please cancel it and provide a refund. They agree, tell me that a refund will be made in 7 days. The chat text will be sent to me in an email. It wasn't. However the second time around I downloaded a copy of the chat. All of this was quite dissappointing. Their own branded products (PCs) are pretty good. I will wait to see if the refund is made.Judging by the other comments on Lenovo, I doubt anyone is going to be reading this. My feedback is, if you have products that are downloadable, send the link as soon as they are purchased like everyone else. If you say you are going to provide an audit trail of any chat conversations. Do it and also action them as well. This is not rocket science, just good business practise if you wish to grow your customer base.
