Lenovo begins shipping the S10, accidentally cancels my order!

When I heard this morning that Lenovo was beginning to ship the IdeaPad S10 to customers who got their orders in early, I went to check on my order status page. I received the error message above, telling me my order number was invalid.

So I called the sales department and was told that I canceled my order last week. The agent said I called to ask for a status update, was told it would be available by the end of the month, and that I chose to cancel my order. I did no such thing.

I hung up and called the online sales service department, where another agent kept telling me that they had a record of my call in their computer and it was hard for him to believe it could be wrong. I asked if they had the recording (since I heard a friendly message before this call started informing me that the call would be recorded for quality assurance purposes) because I had most certainly not called last week. I was told that’s what the computer records were for, and that there was no way to access the audio recording. In other words, because a sales agent typed into a machine that I had called, they refused to believe that it was possible an error had occurred.

To make a long story short, I was offered the option of placing a new order and getting pushed to the back of the line. Since my primary purpose in ordering a Lenovo IdeaPad S10 had been to write a review, I declined.

Lenovo has seriously botched up the introduction of this machine. Lenovo has pushed back the order date several times without informing customers. The company has been slow to send out review units to computer magazines and web sites. Laptop Magazine just received their review unit today – the same day that customers are reporting the laptop (which was announced over a month ago) began shipping. I placed an order so that I would at least be able to review a unit as soon as it became available to customers. Now even that doesn’t look possible.

This is not the sort of behaviour that instills confidence in a company. I decided not to place a new order.

Lenovo IdeaPad S10

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Posted on Wednesday, September 24th, 2008, 4:54 pm by Brad Linder

Jonathan

Back in 2007, I placed an order for a Lenovo Thinkpad Tablet. It was due to arrive 3 weeks after I ordered it. Okay, a long delay, but still worth it I thought. On the very last day of the original projection (checking my order page every day in the upcoming week to see if it had even shipped yet) my page suddenly said the order was canceled. I called them up and they told me the same thing – that *I* had voluntarily canceled my order! I asked them to reinstate my order, and they told me that the price I got was a special and they would have to charge me an extra $200.

That was when I logged on to Newegg and ordered my EEE PC which cost a quarter of what the Thinkpad would have, and which arrived a scant three days after I ordered it (and that was the longest wait I've ever had from newegg, too.) I haven't looked back! Customer service still counts. I'm never buying Lenovo again.
capriskye

yeah that sucks. i wanted a s10 too, but after reading that many stories, i decided not to. i'm now waiting for averatec buddy, i think it's prettier than the s10 .
Lee

They are really trying to cancel orders that were put in under the 15% off deal….
DougC3

Not good… I like my low end Lenovo 3000 N100 (except for the size and six pound weight), and I've had high hopes for the S10. I thought they were heading in the right direction… but this is getting worse and worse. With this late entry, they'll be even later than the others with their next generation
RickS

Lenovo doesn't seem to have its customer service act together. When the price drop of the Asus 1000H hit just as Lenovo was pushing delivery dates back, I decided that even with the 15% introductory discount on the S10, the Asus was a better deal, with twice the battery, twice the memory and bluetooth, too. I called Lenovo and canceled, but when my order still was active after 8 days, I emailed another cancellation using the email they sent out correcting their original description of the graphics chip. It took another 3 days for them to finally cancel the order.

By then I'd had my 1000H for a week, and I'm perfectly happy with my purchase decision. Bad customer service is a great reason to buy elsewhere!
Sarah

Sorry to hear about your experience. It's a pity to see so many companies in the netbook arena coming up with great products only to botch the release.

Dell missing the back-to-school period due to bad release planning didn't do them any favors. MSI seem too busy keeping their OEM suppliers happy to actually release Winds themselves (and has anyone seen a 6 cell in a UK store yet?). Lenovo have the potential to annoy customers even more than the others since not only can they make a mess of the release, because they sell direct they can personally damage their relationship with individual customers too.

It would seem that the main reason Asus are hanging on to the top spot in most netbook sales charts is not because their product is significantly better than the competition but because they are doing a much better job of delivering it to their customers.
Nick

I emailed Lenovo twice to cancel my S10 pre-order and afterwards called the 800 number to confirm the cancellation, and yet my order shipped yesterday.
Peter

The funny thing is I have the opposite problem, I intended to cancel last week, but never got around to calling (why won't they let us cancel an order online??), and they ended up shipping my order. I did get the %15 discount, so hopefully I can find someone who wants to buy mine for ~$400, since Lenovo wants to charge a 10% restocking fee if I return it.

Because of the long wait, I went and ordered the EEE PC 1000H when it hit $450, and got it pretty quickly, and I'm pretty happy with it. I just don't need two liliputers, so now I have to find someone who will want the Lenovo S10.
http://liliputing.com/ Brad Linder

Maybe they canceled mine instead!
Pingback: Ausfuehrlicher Testbericht des Lenovo Ideapad S10 | Eee PC News
http://thegadgetsite.blogspot.com/ KC

I waiting til it hits ebay. No more preordering. After two bad experience with Dell and Lenovo. It' s better to wait til ebay sellers have them. That's how I got my Dell Mini and it ended up being cheaper faster delivery.

Hopefully those who order and forgot to cancel can get these listed asap. So I can buy one.
bb

maybe people shouldn't do any pre-orders, and just wait the ebay sellers got them……
bb

the company need several years to improve its consumer service…
amy

i think s10 is better than that one…
amy

the products are good, but a good consumer service…
iden

but the products are more important than the service/….
DougC3

Since you have them both there together, how do the keyboards compare as to size and quality and typing speed?

Also, does the 1000H seem hugely bigger and heavier?
DougC3

Since you have them both there together, how do the keyboards compare as to size and quality and typing speed?

Also, does the 1000H seem hugely bigger and heavier?
LenCan

I ordered Y450 laptop for Thanks Giving Gift, order status showed will be shipped on so and so date. After a week, I got same error as invalid order/customer number. There was no call/email about the cancellation of the order. I called Customer Service, I asked why my order was not cancelled, a guy told “I don't know”. Does anybody believe an answer from Sales Rep “I don't know”? I never buy again Lenovo(How cheap they offer me again…) and make sure that I wpould share my experience with friends. Now, there is no enough time to order from any store to get in-time.
LenCan

I ordered Y450 laptop for Thanks Giving Gift, order status showed will be shipped on so and so date. After a week, I got same error as invalid order/customer number. There was no call/email about the cancellation of the order. I called Customer Service, I asked why my order was not cancelled, a guy told “I don't know”. Does anybody believe an answer from Sales Rep “I don't know”? I never buy again Lenovo(How cheap they offer me again…) and make sure that I wpould share my experience with friends. Now, there is no enough time to order from any store to get in-time.

Lenovo begins shipping the S10, accidentally cancels my order!

Lenovo IdeaPad S10

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