I actually tried, unsuccessfully, to buy this last night. After wasting ~3 hours and getting extremely frustrated with their customer "support," I finally gave up. First, one of the discounts I was supposed to get wasn't what it should have been (turns out they had inaccurate info on their site, shocker) and it wouldn't log me in to ShopRunner, despite being able to do so on the SR site. Then, when I came back later to try again, that worked, but when I went to place the order, it declined the payment. I called my card company and they said they weren't even seeing the charge, so Lenovo wasn't even attempting it, but then their crappy system tried to blame the issue on the bank, saying it was denied and I should call the bank. I chatted with three different reps and called and spoke with one, and only in the final chat (4th rep) did I make any progress, though at that point I was getting sick of everything and couldn't spend any more time on it.
The first rep told me to call an 855 # and use option 1 (which is tech support), and refused to actually look into the problem or inform a supervisor of the issue or connect me to one, and instead, after several minutes of back-and-forth, asked me if she could help me with anything, to which I replied yes, she could figure out what the ordering problem is, since that was my entire reason for contacting support, and after a bit more chatting she simply said "Have a great day!" and disconnected the chat.
The second rep told me to call the same #, and when I told her that option is tech support, she replied a couple minutes later that it's actually option 3, that it had changed. So two reps that don't even know their own phone options.
So I called the number, which was actually the second number I tried calling, but the first one, the one listed at the top of the checkout page, just told me they were too busy and hung up on me. The rep I spoke with kept either cutting in and out or trailing off, making a conversation next to impossible, and she didn't seem to care. I asked several times to speak with a supervisor but she refused, and I asked for her rep ID, which she also refused to provide, stating she couldn't for security reasons, which is a bunch of crap, since every single other rep I've spoke with has always given it, usually without even being asked.
The last person I spoke with actually seemed to care and like he was trying to help, but after chatting for almost exactly an hour and not actually having anything accomplished, I finally gave up. The only useful info I got over those couple hours was from him, where he provided me with a number to call to speak with their credit card services to see what the problem is. But not once in all this time was I able to speak with a supervisor, I was hung up on (chat disconnected), had another rep simply be completely useless and refuse to even provide her ID, and was left with yet another terrible experience dealing with Lenovo. And I told the last rep that I expected to hear from a supervisor via phone or email by end of business today or I would take the issue to social media and Lenovo execs, and of course I have heard nothing back.
This company simply doesn't care at all about the customers or, apparently, making sales. Frankly, even if I could get the purchase to go through, I'm not sure if I'd want to, since if their pre-sales support is this bad, I can't even imagine what it would be like if I ever needed post-sales support. Not to mention them doing things like not offering support for some of their products (Flex 5 14). And after seeing the dismal battery life in this review, perhaps I dodged a bullet. This level of incompetence just amazes me, though. I get that the vast majority of their business is with corporate customers, but how the handle consumer sales is just abysmal. I've had my fair share of frustrating dealings with companies, but Lenovo is definitely one of the worst, and people need to keep it in mind when considering buying a computer from them. The only reason I even consider Lenovo anymore after previous dealings is because of the TrackPoint and, to a lesser extent, the keyboard. If not for that, or if other OEMs would implement a (good) pointing stick and improve their keyboards, there would be absolutely no reason to give Lenovo a second look. And anybody looking for a computer that doesn't care about or like the TrackPoint and is fine with other keyboards should completely skip Lenovo over.
And as a said, I've had issues with them before, too, yet, despite my better judgment, I decided to try again. My first attempt, out of three, and the only successful one, was about 10 years ago, and was also a major PITA, though at least I was successful, though the computer (X220) ended up being a major disappointment (poor battery life, even with the slice battery, poor durability (frame cracked from a ~2.5' fall), and poor quality (charging port stopped working)). I tried almost exactly a year ago to order one, and placed my order three times, each time being canceled within hours with no reason given, either with the cancellation or when contacting them about it. The third, and last, attempt, I spoke with a rep before placing it, letting them know it had been canceled twice already, and they assured me they would watch it and make sure it was processed (actually, IIRC, the second one did too, but the third one gave me extra reassurance, saying they were amazing and that I was in very good hands or something along those lines), yet, unsurprisingly, not only was it canceled, but I never even heard from them about it.
So now I'm looking at the Schenker VIA 14, which unforunately is Intel, but it's the only one that has a modern processor in a compact form factor, and the keyboard looks better than the ones on other OEMs and it actually has a reasonably-sized (actually quite large) battery, not to mention two M.2 slots. If they would just put a pointing stick on it and use a brighter display, it would be near perfect.
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