Lenovo - Lessons Learned with Online Ordering

I have started this thread so that others may learn from the issues I have encountered in the ordering process and thus increase their chance of receiving their correct order. In short I have spent over two months trying to get a "order system error" resolved. Below I document my experience and lessons learned.

BASIC TIMELINE:
My initial laptop order was placed through the Lenovo site on 7/15. Upon calling the following day to confirm the order I was told by a salesperson that there was a "ordering system error" (likely due to the 7/15 systems maintenance) and it would have to be re-entered. The salesperson then created the order and sent me confirmation.

It has been over two months Since my initial order, over which time I have been directed to place a third order (online) due to the second order having a "ordering system error" as well. on 9/18 I was informed that the third order also had a "ordering system error". Something about the BAPI used for the systems integration.

In both online orders I followed the advice on the boards and documented everything - screenshots, salespersons names, everything. These "ordering system errors" each resulted in the cost rising significantly - this last change was ~$700.

In the latter two cases I received multiple email confirmations from Lenovo confirming the order.

In both cases I followed up within 48 hours to verify the order status, again following advice on the thinkpads.com and notebookreview forums. A hearty thank you to the members that have provided this sound advice.

In both cases I was told that I would be contacted if there were any problems. In both cases I was escalated to a "Customer Complaint Resolution Team". In both cases I placed calls and emails to my active contact at Lenovo and in some cases received no response for as many as 7 days.

In both cases it took WEEKS to achieve any kind of "final" answer. The latest answer was that I would have to place the order again, or pay the adjusted price that was ~$700 higher than I initially paid.

In both cases this answer was provided close to the delivery date, making it difficult to cancel.

In the 2nd case I was told that I should take receipt of the unit and only then can anyone at Lenovo help fix the situation. When I received the unit there were both hardware and warrantee service issues with the unit and the "solution" was to return the unit and reorder.

In both cases the Customer Complaint Resolution representatives told me to contact the sales team to resolve the issue, and the sales team told me that since my order had been escalated I must talk to the Customer Complaint Resolution Team.

Today (9/19) I still do not have the laptop I paid for and await a call from a manager in the Customer Complaint Resolution Team. I have had to swap to an old laptop since the slow death of my T41P was the trigger for my initial order.

As I indicated previously I have documented via screenshot, email and log each contact I have had with Lenovo and provided these to them. It has not resolved the issues.


SANITY:
It is reasonable for you to ask why I still pursue this after all this time and trouble. There are three answers.

First I love Thinkpads. I have had six over the years (600, 600x, T20, T21, T41, T41p) and I find them outstanding; I don't think I could survive without the little red eraserMouse.

Second I have had two instances where I needed to use my service contract and both experiences were outstanding. Far better than any other vendor I have used.

Third and perhaps most importantly this has become a matter of principle. It is just wrong to sell a product at price X, wait until close to ship date when the customer is in dire need, then increase the price by 90%.


LEARNINGS:
The following are my conclusions based on my experiences over the past two months. Your experience may differ.

1) The Customer Complaint Resolution Team indicated that they are only empowered to resolve issues once the laptop has been delivered.

2) If you accept escalation to the Customer Complaint Resolution Team then the sales team cannot touch your order so take care in this.

3) If you have a hint of issue escalate immediately. If you don't get a call back from one group call the other and seek a manager - that was the approach that was the most successful in getting a call back after waiting days for response.

4) Don't trust the online ordering system. The prices and options there can change on a day to day basis and - in my experience - are likely to be false. I am sure that many of you have had no problems with the online shop but my experience has been consistently poor.

5) Knowledge levels differ greatly among salespersons. Twice one salesperson gave me information about the hardware of the laptop that was untrue. In his defense these new 500s are new units and I understand that training may fix this issue, but the response should have been "I don't know let me get back to you" rather than provide bad information. I have also recently spoken with a salesperson that had outstanding product knowledge and good customer service. I won't name him here lest he get inadvertently associated with this negative review but I have given feedback to Lenovo on his excellent performance and I am happy to provide his name if anyone on the board wishes it - just message me.

6) Document everything. Others have said this and I believe them right.


CONCLUSION:
If you have experienced issues with the online ordering system I ask that you document them here along with any "lessons learned" so that the community may benefit from our trials. I expect that my experience is atypical (but obviously not unheard-of). Please don't let this turn into a flame war. I document these issues and pitfalls in the hope that it will help others avoid the same problems. I will return with final result when/if it occurs.