{"id":5044,"date":"2013-11-25T09:00:48","date_gmt":"2013-11-25T09:00:48","guid":{"rendered":"http:\/\/www.markwilson.co.uk\/blog\/?p=5044"},"modified":"2013-11-25T16:04:28","modified_gmt":"2013-11-25T16:04:28","slug":"lenovo-found-lacking-with-lost-laptop","status":"publish","type":"post","link":"https:\/\/www.markwilson.co.uk\/blog\/2013\/11\/lenovo-found-lacking-with-lost-laptop.htm","title":{"rendered":"Lenovo found lacking with lost laptop"},"content":{"rendered":"

Even though I work in the application services business of a rival PC manufacturer, I’ve always had a soft spot for ThinkPads and Lenovo is (was) one of the quality PC brands I would recommend to friends and colleagues. \u00a0Until last week…<\/p>\n

Our kids increasingly need to use a computer (a real one with a proper screen, so not a netbook – and not my iPad) for school work. \u00a0They can’t use my work PC (against policy) and for similar reasons we don’t really like them using my wife’s (again, it’s her business asset). Add to that the fact that some of the IT policies at work make it increasingly difficult for me to use my corporate laptop for anything (work-related or otherwise!) we decided that our Christmas present to ourselves will be a family computer.<\/p>\n

Because a mouse will soon be to my kids what a command-line interface is to most of my peers (not including any IT admins or developers reading this blog), I wanted a touch-screen computer and I didn’t want to spend much over \u00a3500, which ruled out any ultrabook. Touchscreen requirement and modest budget means no Macs either. \u00a0Then I found Lenovo’s “affordable 15.6″ dual-mode notebook” – the Flex 15<\/a> – at a penny under \u00a3550 with the note that it “ships within 2-3 business days”. And the form factor means that, whilst a touchscreen desktop failed to pass spousal approval, a laptop that doubles up as a picture frame will quite happily sit in our kitchen\/dining\/family room without being considered unnecessary gadgetry.<\/p>\n

I would have liked to customise the specification but that option wasn’t available so I placed an order for the stock version and it was duly processed by Lenovo’s UK reseller, Digital River (or analogue stream as I will now think of them…).<\/p>\n

A couple of hours later I got a confirmation, which said:<\/p>\n

“Dear Mark Wilson,<\/p>\n

Thank you for ordering from the\u00a0Lenovo\u00a0Online Store powered by Digital River.<\/p>\n

Please note, systems that are built to order can take 1 to 2 weeks to build and ship, plus 3 – 6 days for delivery.<\/p>\n

Systems that are not built to order and were purchased with predefined specifications will ship within 2-3 business days.<\/strong><\/em><\/p>\n

Accessory options will typically ship within 2-3 business days and therefore may result in multiple deliveries when purchased with a system.<\/p>\n

The following is a summary of your order. If you paid by credit card, please look for DRI*Lenovo\u00a0on your credit card billing statement.”<\/p><\/blockquote>\n

[The bold text was added for emphasis by me]<\/p>\n

A day or so later, I saw that a mouse I’d ordered for my son (he won’t need it but Mrs W insisted) had been shipped but no word on the PC. The shipping notes suggested the full value had been charged to my credit card (as it happens, only the cost of the mouse has been) but I called the number on the order confirmation email, navigated the IVR system and waited on hold before I was greeted, in German, by someone who doesn’t work on the Lenovo account. She suggested I should call back in 30 minutes as her colleague who does work with Lenovo was busy! I asked if they could call me instead and she took my details. \u00a0Surprise, surprise – no call. \u00a0Since then I’ve called twice more and each time have been told that they can’t provide an estimated shipping date but will escalate for me. Whatever that means, clearly it wasn’t done because the next time I called, I was told that “no ticket had been opened”.<\/p>\n

In parallel, I’ve been communicating with the Lenovo UK social media team (@Lenovo_UK<\/a>) who were helpful at first but then when I asked for progress told me to be patient, following up a few hours later to say they had tried to call (they did – twice, within two minutes, from a blocked number so I can’t call them back) and advising me that another team will send an email (they haven’t). Sorry guys – that’s not “trying”, that’s a pathetic attempt to contact me once before fobbing me off…<\/p>\n

\"TheThe thing is, I don’t mind if I’m told it’s on a ship from China (or wherever) and will take 2 weeks but the website still says “ships in 2-3 business days” and so does the order confirmation, yet the reseller doesn’t know when it will ship. \u00a0Which means I don’t know if<\/em> it will ship.<\/p>\n

Perhaps I’d be better off writing a letter to Father Christmas…<\/p>\n

[Update, 25 November 2013 16:00 – I received a shipping confirmation from Digital River this afternoon. \u00a0Still not had the promised contact from Lenovo, or any explanation as to what caused the delay though]<\/p>\n","protected":false},"excerpt":{"rendered":"

Even though I work in the application services business of a rival PC manufacturer, I’ve always had a soft spot for ThinkPads and Lenovo is (was) one of the quality PC brands I would recommend to friends and colleagues. \u00a0Until last week… Our kids increasingly need to use a computer (a real one with a … Continue reading Lenovo found lacking with lost laptop<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[218],"tags":[241,69,32],"class_list":["post-5044","post","type-post","status-publish","format-standard","hentry","category-technology","tag-customer-service","tag-lenovo","tag-pc-hardware"],"yoast_head":"\nLenovo found lacking with lost laptop - 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It\u2026","rel":"","context":"In \"PC Hardware\"","block_context":{"text":"PC Hardware","link":"https:\/\/www.markwilson.co.uk\/blog\/tag\/pc-hardware"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":6597,"url":"https:\/\/www.markwilson.co.uk\/blog\/2016\/10\/possible-fix-for-a-touch-screen-that-stops-recognising-input-on-a-lenovo-flex-15.htm","url_meta":{"origin":5044,"position":2},"title":"Possible fix for a touch screen that stops recognising input on a Lenovo Flex 15","author":"Mark Wilson","date":"Sunday 9 October 2016","format":false,"excerpt":"Last weekend,\u00a0I had an issue with the touch screen on the family laptop. This not-quite-three-year-old device (running Windows 10) is on its second screen (the first one gave up after 13 months) and\u00a0the\u00a0laptop was working fine, just that the touch screen acted like, well, a screen (i.e. no touch). 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In her case that means\u00a0professional cloud services for email (Office 365) and PC backup (Azure) but the data on the PC needs to be\u2026","rel":"","context":"In "Technology"","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"Windows 10 Edition upgrade completed","src":"https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/images\/windows10-edition-upgrade-complete.png?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]},{"id":6031,"url":"https:\/\/www.markwilson.co.uk\/blog\/2015\/09\/using-the-lenovo-b50-all-in-one-pc-as-an-external-monitor.htm","url_meta":{"origin":5044,"position":4},"title":"Using the Lenovo B50 all-in-one PC as an external monitor","author":"Mark Wilson","date":"Sunday 13 September 2015","format":false,"excerpt":"A few weeks back, Microsoft asked if I'd be interested in writing some Windows 10 blog posts if they could arrange a demo machine for me for a few months.\u00a0 I thought it seemed like a good idea, signed the paperwork when it came through, and promptly forgot about it\u2026","rel":"","context":"In "Technology"","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/img.youtube.com\/vi\/lqNycLsAWaI\/0.jpg?resize=350%2C200","width":350,"height":200},"classes":[]},{"id":5784,"url":"https:\/\/www.markwilson.co.uk\/blog\/2015\/08\/unable-to-boot-from-usb-flash-drive-on-a-lenovo-pc-to-install-windows-10.htm","url_meta":{"origin":5044,"position":5},"title":"Unable to boot from USB flash drive on a Lenovo PC (to install Windows 10)","author":"Mark Wilson","date":"Monday 3 August 2015","format":false,"excerpt":"Yesterday, I wrote about not having to wait for Windows 10 to be advertised to my PCs and downloading the software directly\u00a0instead. Unfortunately, things didn't turn out to be quite that simple. Overnight, both the Windows 8.1 PCs in our house decided that Windows 10 was ready (I clearly need\u2026","rel":"","context":"In "Technology"","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"Installing Windows 10 via Windows Update","src":"https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/images\/windows-update-downloading-win10.png?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]}],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts\/5044","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/comments?post=5044"}],"version-history":[{"count":6,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts\/5044\/revisions"}],"predecessor-version":[{"id":5064,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts\/5044\/revisions\/5064"}],"wp:attachment":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/media?parent=5044"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/categories?post=5044"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/tags?post=5044"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}