A Tale of Four Laptops, or, How Lenovo’s Digital River Customer Support Sucks

In September, I made a mistake… We needed new laptops for Dmitry and Agata, and after much deliberation, we decided upon Lenovo Yoga C940’s. These are very cool devices, with HDR screens, nice keyboard, built-in pen, two-in-one convertible — everything in short for the discerning Krita hacker.

I accidentally ordered the S940 instead — two of them. These are very awful devices, without a pen, no touch-screen, don’t fold, don’t have HDR, don’t even have normal USB ports. Overpriced, under-powered — why the heck does Lenovo call these Ideapads yoga’s? I have no idea.

Well, no problem, I thought. I’ll just return them and ordered the C940 instead. The C940’s arrived in time for our BlenderCon sprintlet, and were all what one expected them to be. And I filled in Lenovo’s web form to return the S940’s.

That turned out to be a big problem. Here’s what happened:

  • I ordered them September 24th
  • They were delivered September 26th (nice and fast)
  • I filled in the return form on September 26th
  • Not having heard anything from Lenovo or TNT, I called customer support (by “Digital River”) and was promised I’d get a mail the same day with the forms needs to send the devices back; you cannot just send them back, you have to have the forms. There’s no other way to get to know the return address.
  • Not having heard anything back, I called them on October 21st. Same promises
  • Not having heard anything back, I called them on October 21st. I had to call twice, because as soon as she’d heard my name, the first customer support person closed the connection. I got promises of escalation to higher-ups
  • Not having heard anything back, I called them November 4th. I got the same person on the phone, who gave the same promise of escalation.
  • Not having heard anything back, I called them November 19th, and was promised that my money would be refunded immediately and they would figure out a way to get the laptops back.
  • Not having received my money, or heard anything back, I called them December 13th. They promised me they’d do something about it, but that I was very mistaken in supposing I should have had my money back, they hadn’t got the laptops, right? When I asked them for an address to send them to myself, I was told that was impossible, so sorry. I told them I would get legal advice if I didn’t hear from them.
  • Not having heard anything from Lenovo, I called my legal adviser, who called Lenovo to get an address out of them we could send a paper letter to. This is apparently impossible. My legal adviser told me he was shocked at how rude the Lenovo representative was.
  • I sent the required final demand letter by email in January…
  • And not having heard anything from Lenovo whatsoever, my legal adviser told me the only solution would be to sue…

Well, I’m not prepared to bother with that. I’ll take my loss, think black thoughts of Lenovo and find a use for the devices. In fact, I’ve handed one to Ivan who didn’t have a windows machine, and tried to setup the other as a test machine.

But Lenovo is really, really awful. These laptops come with something called Lenovo Vantage, which has only one reason for its existence: it can switch the media keys into proper function keys. That used to be in the bios, but no longer… For the rest it’s a marketing and spyware tool — like Windows 10 itself, of course. And then Lenovo Vantage was updated, this function is gone! People started complaining about that on the Lenovo forums, and as of writing, Google still found those posts, but Lenovo has deleted all of them.

I’ve bought Yoga’s, Thinkpads and even Ideapads in great numbers in the past twenty years… But I think it’s time to make a change.