Do not purchase direct from Lenovo - if at all. After many years of buying ThinkPad laptops for business use, and recommending other individuals and organisations do the same, my recent experience has been an eye-opener and I wish I had felt the need to check Trustpilot before my most recent business laptop purchase.After six weeks I have no laptop and no idea how I'm going to get my laptop or my money back other than by progressing a claim through my credit card company.Basically Lenovo Customer Services seems to be set up to fob off anyone who calls with a problem - every time I called them I was told to wait two or three days and then all would be well. I was also told that the mere act of calling had reset the length of time I would have to wait for a response. It seems that either Lenovo is a company in complete meltdown or they are running a scam.Detailed timeline is (note some sequences shortened as I've not listed every failed or dropped call attempt):- Ordered business laptop on 15 November 2023- Order delayed and then shipped on 17 November 2023 - Scheduled for delivery on 22 November 2023 when I would be away (attending funeral) but UPS will not allow a delivery reschedule until after first failed delivery- After first failed delivery attempted to re-schedule delivery online with UPS on evening of 22 November 2023 (once I worked around the flawed tracking link to UPS USA) but didn't have UPS InfoNotice Number (as away). Got through from online chat to phone number but UPS voice lines closed until next morning- Got through to UPS voice line (not easy) on 23 November 2023, and agreed delivery date of 24 November 2023- Despite telephone call to UPS there was a second failed delivery attempt on 23 November 2023- On return home late 23 November 2023 used UPS InfoNotice Numbers to access online options but delivery locked out with message to refer to sender- Got through to UPS voice line on 24 November 2023 where it was confirmed that only Lenovo can release the delivery after two failed delivery attempts- Spoke to Lenovo customer services on 24 November 2023 and told that I would get new delivery notification by 27 November 2023- No new delivery notification received so spoke to Lenovo customer services on 27 November 2023, told that new notification imminent- No new delivery notification received so spoke to Lenovo customer services on 28 November 2023, told there would be a re-shipment by 3 December 2023- No new delivery notification received so spoke to Lenovo customer services on 4 December 2023, told to wait until 6 December 2023- No new delivery notification received so spoke to Lenovo customer services on 6 Dovember 2023, insisted on escalation and finally got put through to superviser who promised all would be better, that I could contact him any time, that he would call me if requested, did receive email from him- No update received so emailed the supervisor to ask for an update on 8 December 2023- No reply received so emailed the supervisor on 11 December 2023 requesting a response - No reply received so attempted to call Lenovo customer services on 11 December 2023 but Lenovo number out of service or calls being dropped (7 call attempts)- No update received so called Lenovo order line in hope of getting closer to Lenovo UK on 14 Dovember 2023 (after a previous on-hold call that was picked-up and dropped). Spoke to an SMB account representative who took my details, told me they had escalated the issue to "Global Logistics", that they would contact me again when they had an answer, also sent me an email with their full contact details (phone and email)- No update received so emailed SMB account representative on 18 December 2023, received an email reply stating that the issue had been raised to "Global Logistics" with a request for an eta for the delivery and no reply as yet from "Global Logistics"- No update received so emailed SMB account representative on 21 December 2023 asking what should be done next, received an email reply that all SMB account representative could do was raise issue (which they had)- No update received so checked UPS site again on 27 December 2023 to find that the laptop had been returned to sender due to the item being "refused by the receiver"At least the SMB account representative seemed to be on the level, they just couldn't get any response from the logistics teams. The Customer Service Teams must have known that what they were telling me was a complete fantasy.
