X Series ThinkPad Laptops

[#1]

If I understand correctly, it has been 5+ days we have been waiting for an update from Lenovo. Perhaps it is just myself, but I believe there is no reason why it should be taking this long to find out ANYTHING. Period.

These forums are dedicated solely to the consumer. As consumers and community members on a thread, where we are all experiencing the same problem, every post with an update is valuable to each member. Our continued frustration is because of the time and the answers we are not receiving. We are getting the run around from each customer care representative. We are extremely frustrated and it is growing by every hour and now days that pass with no information. Updates and promises from Lenovo are not being kept. Obviously, we all have order numbers and customer numbers that are related to this issue. For privacy reasons we feel best it is not something to put on the world wide web on a forum thread. This is obviously not a per order unique situation; this is affecting a lot of people.

As professionals, we do not have the time to summarize if John Doe and Mary Jane are experiencing the same problem. We just want answers.

Ultimately, because we cannot get answers from the Lenovo Customer Care representatives, we have to go to extreme measures which may include emailing the most random people who work at Lenovo; even if it is the janitor, perhaps he may have an update for us. The reason we've emailed the random people is because perhaps the executives who are running Lenovo will pay attention to the consumer and the flawed Lenovo operations. I bet my email will be read in a meeting; let them see how current customers and future customers view Lenovo's operations. Let this spark a change at Lenovo. My order could be cancelled tomorrow but let these people see whats going on. I emailed Bill Amelio, the CEO, let him see what's up. Nothing more can add to the confusion then the hours that keep passing by and stories we keep hearing from Lenovo Customer Care.

I'm happy to share my experience. My experience has been horrible. We can all agree. I hope that when people search upon Google.com or read these threads they can see what we have gone through and possibly decide if they want to deal with the crap as well.

People can say I'm starting drama or flaming the situation. That would be the case if Lenovo told me my laptop would get here next friday with tracking information; however, because I have not received one ounce of information, I will continue to express my negative view.

Mark's post telling us the issue is being raised with their supply chain is something I knew before my first call to Lenovo about a week ago. I hope there will be information updated here on this thread that will possibly be an UPDATE or news for us. It looks like I will wait another 24 hours and check LATE tomorrow night.

Very truly yours,

h335

[#2]

I strongly agree h335's opinion.

Why we have to keep silent before we get any valuable infomation for Lenovo? Only because we wrongly decided to buy from Lenovo? Frustration is not enough to express our feelings.

If Lenovo realy wants to keep their loyal customers, they should not blame us to express ourself here.  It will help them in the long run if they can learn the lessons and really improve their service.

Thanks

Lingfeng

[#3]

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Mark_Lenovo wrote:

All,

This issue has been raised with our supply chain and is being  actively investigated - updates will be provided as information becomes available.   I would hope to have another update late Monday.

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I'm in the same boat as well. If you want, I can PM my order number to you.

I'm been fuming over this issue for the last 4-5 days. I should have bought a Dell instead.

[#4]

LingFeng, H335,

I didn't mean to imply that you should keep silent or stop posting.  I apologize that my comments came across that way. The fact that you and others raised this issue has helped accelerate the investigation and understanding of it.   I'm also sensitive to your frustration in waiting a week with little information and a tracking number that doesn't work.

All:

Upon investigation, a subset of X61 orders prepared for shipment on 12/11-12/13 encountered a distribution issue after the UPS tracking number had been assigned and invoices processed.  As these systems were never scanned by UPS  the tracking numbers are being displayed as invalid on the UPS site. The specifics of this situation had not been previously encountered, and actions are being undertaken to prevent it in the future.

This situation is expected to be resolved within the next 24 hours.   Further update and confirmation to follow tomorrow along with an email update sent to all affected customers.

[#5]

Hi Mark,

I am one of the guy whose order was supposed to be shipped on the 13th and have an invalid UPS tracking #.

my question is: has the order been actually shipped or not (physically)? 

Cause my concern is I really need to get it before this weekend, I bought this for a gift and I will be out of town starting on Sunday and next week. Cuz I paid all my accomodation for this travel right after I found out that my order has been shipped. I didn't realized there will be a problem. I also did not know that it actually shipped from China, therefore I assumed that a week should be enough for UPS ground.

I can provide you with my order number. how do I do that? should I just display it on the forum?

Thanks

[#6]

Hi,

 I just found this forum after trying to decipher my shipping date on an order (12-10-2007).
I placed an order on from the Closed-box outlet store. I was under the impression that these are already ready to be shipped without any other configurations needed. I even called a Sales Rep. to verify that I would receive the package before Christmas Day.

 After placing an online order, I was given a new Sales Rep. (Sebastian). I emailed him to ask about shipping and his reply was:

These orders take 5-7 business days to ship. Your order was officially placed on the 10th. I estimate you should receive the system late next week.

 Originally the site told me that it would ship on the 17th; but now it has changed to ship on the 24th. That seems really unacceptable for a pre-configured close-box model without any additions. I opted out of adding additional accessories since the Sales Rep. I called told me it would delay the delivery date.

 On the Status website, it has always been  Status: In process  . I realize and can accept that it is common for Lenovo to keep this status until the product has been delivered.

 Would you be able to let me know what the delay is? Is this product still shipped from China? or the USA? Can I expect it to be delivered before Christmas Day? Since it is rather time urgent, I'll have to cancel my order if it can't arrive before then.


Edit: I would like to add I just noticed something strange.
 
I received 2 emails concerning my order. Although both mention my Sales Rep., the 2 emails have different addresses. The first  address is for **1@directlenovo.com and the second is **2@ca.lenovo.com

 I would hope that it's not being shipped from Canada.....


Message Edited by tmmk on 12-17-2007 07:02 PM

[#7]

tmmk,

Outlet orders should not be affected by the Invalid UPS tracking issue in this thread.   Please PM me your order number and I will see what can be done.

[#8]

PM sent. Thanks for the assistance.

[#9]

Update on the invalid UPS tracking issue for some X61 customers who had orders that reported as shipped 12/11-12/13:

The issue is being resolved - the tracking numbers are confirmed to remain the same and are being scanned by UPS and updated information will become available on the UPS site as the work progresses.    As some members on NBR have already noted, some of the orders have already processed through and the UPS site now reflects the revised status.  The balance of these orders are expected to be cleared and on the way today and should reflect updated status on UPS site late today or tomorrow morning.

Email will be sent to all affected customers this morning .

For forum members who receive the email - apologies for the redundancy.

[#10]

Mark,

Thank you for your regular updates and your assitance with this matter.

Lenovo has fully tackled the issue and our laptops are in the air as we speak. Although we are disappointed with the original situation, I am satisfied up to this point.

John M, from Lenovo CA contacted me earlier today to formally to address the issue and my x61's updated status.

Have a wonderful holiday season.

h335

NBR