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Lenovo Price-Match Problem - Catch 22
I've bought an IdeaPad u450p, and also purchased the option to extend its warranty to two years. Two days after I received it I've seen it on Lenovo website for over $100 cheaper. I got a new quote, but could not include the warranty extension option I bought because it was no long available as an option.
When I called Lenovo and asked for a price match, they denied my request because my quote was not for the exact same configuration. I told them I cannot get a quote for the exact same order because they removed the warranty option I purchased. Their answer was "We understand, and we are sorry for the inconvenience, but unless you get a quote for the exact same configuration, we cannot match the price". I told them I do not want them to match the price for the whole purchase, just the computer, and they claimed warranty extension was part of the configuration.
I even asked whether they would match the price if I get a quote for the pricier two-year at-home warranty, or even three year, and the answer was now, I had to somehow get a quote for something they no longer offer to get a price match on the computer they continue to sell.
I should not have bought the warranty extension and gave Lenovo extra money, and they would have matched the price.
The sad thing is, I can return the computer I got, eat the 15% restocking fee, order the exact same computer again at the new price, and I would still come ahead.
This is really bad customer service. They are practically punishing me for purchasing an extended warranty from them. I will not buy a Lenovo again.
My advice to prospective buyers of Lenovo products: Never buy added coverage, or any other options, because they can pull that option off and you will not be able to request a price-match on the computer when they do.
When I called Lenovo and asked for a price match, they denied my request because my quote was not for the exact same configuration. I told them I cannot get a quote for the exact same order because they removed the warranty option I purchased. Their answer was "We understand, and we are sorry for the inconvenience, but unless you get a quote for the exact same configuration, we cannot match the price". I told them I do not want them to match the price for the whole purchase, just the computer, and they claimed warranty extension was part of the configuration.
I even asked whether they would match the price if I get a quote for the pricier two-year at-home warranty, or even three year, and the answer was now, I had to somehow get a quote for something they no longer offer to get a price match on the computer they continue to sell.
I should not have bought the warranty extension and gave Lenovo extra money, and they would have matched the price.
The sad thing is, I can return the computer I got, eat the 15% restocking fee, order the exact same computer again at the new price, and I would still come ahead.
This is really bad customer service. They are practically punishing me for purchasing an extended warranty from them. I will not buy a Lenovo again.
My advice to prospective buyers of Lenovo products: Never buy added coverage, or any other options, because they can pull that option off and you will not be able to request a price-match on the computer when they do.
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Inappropriate?Okan,
This is a tough one. We want to be able to take price actions and offer discounts in order to be competitive, and to be able to change the options available based on availability and changes in a product roadmap while offering reasonable price protection to our customers.
I follow your logic - it's certainly worth taking another look.
Can you send me some contact details for yourself? You can reach me in our forums as Mark_Lenovo http://forums.lenovo.com
Maybe you can send me a PM there, or, if you feel comfortable, just respond with your order number here and I can look it up and contact you directly.
Best regards,
Mark
I’m happy to help
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Inappropriate?Okan,
I believe the sales team has followed up with you. Would you be so kind as to update the get satisfaction community on your resolution?
Thanks!
1 person says
this solves the problem
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Inappropriate?Hi Mark,
I was a little busy last couple of days and just saw your messages. Thanks a lot for your quick response and for resolving this issue. Honestly, after my initial phone conversation I was not really expecting a resolution.
Let me go over the issue and the resolution so others who read this thread can also be informed.
Lenovo processed a price protection that amounts to a little less than 100 dollars. This is lower than the amount I mentioned in my original post because I did not notice that the new quote did not include CA recycling fee and shipping fee, which totals about $20. I noticed this while checking my documents to see why the refund was lower than I expected. When these charges are added to the new quote, numbers do match.
The new deal for my computer included free shipping, but that is not technically a part of the price of the computer itself, so I can understand not refunding the shipping fee.
The price came down slightly more between my initial request and its denial, but Lenovo states they do price matching once, and they now matched my initial request, so I am fine with that, too.
Overall, I am satisfied with this resolution. I still think it should not have taken this long and issue should have been resolved during my first phone call, but it is great to see that Lenovo is monitoring other channels of information to resolve issues that are not resolved through regular channels.
Thanks again, Mark.
Okan
I’m satisfied
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