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Lesson learned: Don't deal with TigerDirect or Lenovo

post #1 of 41
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My gf ordered a Lenovo Z585 with an A10-4600M a couple weeks ago, after spending DAYS waiting on Tiger Direct's "live chat." (It's not really live if it takes you 3 days to finally speak to someone, eh? Isn't that illegal?)

Ok, once the first laptop arrived, immediately it seemed like the fan wasn't working (or was awfully quiet.) A check of GPU-z with a simple game running (Tropico 3) showed throttling and a massive 121C reading. 81 idle.

..Ok. RMA time. We all get a few bad parts, right? Tiger was swift with this part, actually sending the replacement quickly. One problem: While it's fan WORKS, the same game/settings it hits 115+ immediately. 84 idle. This is all with a 23C ambient temp.

While complaining today, and trying to deal with customer service, they ACTUALLY ENDED THE LIVE CHAT saying "this is taking too long."

What the eff?? Is this how a professional company treats it's clients??

What are the chances of getting two Lenovos with the exact same problem, with build dates of Jan. and March? Obviously something is wrong with the build quality of these Z585s, and obviously TD has no idea how to deal with paying customers. We were told it would take 3-5 days AFTER they receive the laptops to get our money back, again, what the ****? They sure as hell didn't wait until they were in our hands to charge us, so we asked for our refund the moment the UPS guy shows TD proof he picked them up. I'm NOT waiting a week to get my money back, just so Tiger can sit on it and pad their interest accounts. If they do not put the money back on the debit card either A. when UPS picks it up, or B. the moment it's delivered to their hands, we will be talking to the BBB and an attorney.

Theft over $300 is a felony, TigerDirect.

I'd like to warn my fellow OCNers about these two companies. Deal with Amazon or Newegg, companies who back up their word and protect their customers. No wonder TD's website still looks like some low-rent shop from the late 90s.

Any advice would be helpful, and I'd like to know what reputable company actually produces a 15.6"er with an A-10? ..That does not overheat under miniscule load. Oh, and preferably from Amazon/Newegg.
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post #2 of 41
LOL....good luck with BBB and an attorney.

1) how do you know GPU-Z is monitoring temperature properly

2) Have you called Lenovo directly to get their views on your findings? Your cryptic message above isn't very clear what was with TD and what was with Lenovo.

3) there are literally thousands of these being sold in North America, its not likely that Lenovo has created a notebook with an inherit overheating problem.
post #3 of 41

Ok first, always use the telephone for things like this. It's always significantly more effective. Live chats just aren't suited very well for this kind of thing, and I don't think they ever will be. Nothing can beat a live conversation over the phone.

 

Second, the reason it can take up to 3-5 days is because it's not just a simple process of taking it out of UPS's hands and then giving the refund. It can't be done that way because they have to be careful. It's a process that involves several steps. If you want to know why it takes that long, then phone them up and ask them to explain it to you in detail. It's probably also explained on their website somewhere.

 

In other words, you don't have a case (your attorney will tell you the same thing) so I wouldn't waste your time and money with an attorney and I wouldn't waste your time filing this weak of a complaint with the BBB. I don't know the process of filing a complaint with the BBB, but if you have to talk to someone in order to do that, then they will probably turn you down telling you that you don't have a good complaint.

 

If you want me to, I can call up TD to ask them why it would take 3-5 days and then I can explain it to you. They can't just carelessly grab a package from UPS and then issue the refund the same day. That would be a very stupid thing for them to do. Can you imagine how easily they could be screwed if they did it that way? That's why it can take 3-5 days: they have to go through a special process to ensure that they are protecting themselves from fraudulent people. They can't give anyone special treatment. It doesn't matter how angry they are. If they did that for one person just because they're extremely angry, then they would have to do that for everyone. Soon the word spreads that all you have to do is act extremely angry and then they end up with tons of people trying to screw them with flimsy returns.

 

I don't know what else to say except I do agree that they shouldn't have ended the live chat in that manner. They should have recommended that you call in order to get superior service. However still, always do these kind of things over the phone. It's the next best thing to an in-person visit.

 

Don't get me wrong though. I'm not saying that I like TD, but they are a large business and so that's one reason right there why it can take 3-5 days. You're not the only customer sending in returns.

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post #4 of 41
Thread Starter 
The BBB have fixed any problem I've had with a business IMMEDIATELY. They've always been extremely helpful (it's not my first rodeo.) The attorney isn't a problem either if necessary.

1)How? Maybe because I checked via HW monitor, etc. Maybe because it's designed to work with APUs. Maybe because of all the throttling when it hits 120C. Maybe because of all the artifacts immediately prior.

2)Problem with Lenovo: Building obviously faulty machines, and refuse to ship to ANYTHING other than a home address. Some of us have businesses, or friends that own them where we can pick such things up. Or just PO boxes. Why can't they use the federally funded postal service? Amazon never has a problem with it, neither does Newegg, and Dell didn't either. Too bad I can't find a Dell with an A-10.
TigerDirect: The rest.

3)Funny, because one of the first web searches for these brings up a guy whose wife has one.. 3 months old, overheating and shutting down AT THE DESKTOP. Obviously they either don't know how to mount a heatsink, or they've created a lemon.
Quote:
Originally Posted by TwoCables View Post

Ok first, always use the telephone for things like this. It's always significantly more effective. Live chats just aren't suited very well for this kind of thing, and I don't think they ever will be. Nothing can beat a live conversation over the phone.

Second, the reason it can take up to 3-5 days is because it's not just a simple process of taking it out of UPS's hands and then giving the refund. It can't be done that way because they have to be careful. It's a process that involves several steps. If you want to know why it takes that long, then phone them up and ask them to explain it to you in detail. It's probably also explained on their website somewhere.

In other words, you don't have a case (your attorney will tell you the same thing) so I wouldn't waste your time and money with an attorney and I wouldn't waste your time filing this weak of a complaint with the BBB. If you want me to, I can call up TD to ask them why it would take 3-5 days and then I can explain it to you. They can't just carelessly grab a package from UPS and then issue the refund the same day. That would be a very stupid thing for them to do. Can you imagine how easily they could be screwed if they did it that way? That's why it can take 3-5 days: they have to go through a special process to ensure that they are protecting themselves from fraudulent people. They can't give anyone special treatment. It doesn't matter how angry they are. If they did that for one person just because they're extremely angry, then they would have to do that for everyone. Soon the word spreads that all you have to do is act extremely angry and then they end up with tons of people trying to screw them with flimsy returns.

I don't know what else to say except I do agree that they shouldn't have ended the live chat in that manner. They should have recommended that you call in order to get superior service. However still, always do these kind of things over the phone. It's the next best thing to an in-person visit.

Don't get me wrong though. I'm not saying that I like TD, but they are a large business and so that's one reason right there why it can take 3-5 days. You're not the only customer sending in returns.

Long msg, and don't have a lot of time, but I'll grab the parts I caught quickly:

Phone - not gonna work, hard to understand an Indian or Chinamen speaking English (no disrespect or hatred there, I sure would sound funny if I could speak either - and I can't. So live chat is -always- the best option.) It's hard to mistake the written word, while accents can throw everything off. Hell, I can't understand a lot of people born and raised here in 'Murica.

They offered zero reason for it taking 3-5 days. And this doesn't count the fact the debit card company then holds the money for yet another 3-5 days after a canceled order. So a process than began IN FEBRUARY won't be completed until APRIL. ..And I got **** all for my trouble (except some extra miles on my car and wasted gas money). They can return the money, or I'll talk to the BBB. Again, not my first rodeo, and they've helped with this exact issue in the past. Once they've received the product, and we've asked for a refund not a replacement, there's NO reason to hold the money.

There's also no excuse for their "live chat" being completely offline for 3 days while they were clearly advertised as being there.

Will address the rest when I get back, but I simply am asking for help, and warning fellow OCNers of shady business practices.

What I'm asking for:Give me a laptop manu. that has A-10s for a reasonable price in the laptops, and are known for good customer service. Provided I can get said laptop through Newegg/Amazon/the manu themselves, I don't care.
Edited by pursuinginsanity - 3/21/13 at 2:23pm
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post #5 of 41
Quote:
Originally Posted by pursuinginsanity View Post

The BBB have fixed any problem I've had with a business IMMEDIATELY. They've always been extremely helpful (it's not my first rodeo.) The attorney isn't a problem either if necessary.

 

Yeah, but the only leg you have to stand on here is the way they treated you in the live chat. This 3-5 day thing will probably be laughed at. I can call TD up right now and find out exactly why it takes that long. It's probably even on their website somewhere.

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post #6 of 41
Quote:
Originally Posted by TwoCables View Post

Quote:
Originally Posted by pursuinginsanity View Post

The BBB have fixed any problem I've had with a business IMMEDIATELY. They've always been extremely helpful (it's not my first rodeo.) The attorney isn't a problem either if necessary.

 

Yeah, but the only leg you have to stand on here is the way they treated you in the live chat. This 3-5 day thing will probably be laughed at. I can call TD up right now and find out exactly why it takes that long. It's probably even on their website somewhere.

I agree. 3-5 days is nothing. Paypal-> Bank transfers take nearly that long.

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post #7 of 41
Quote:
Originally Posted by pursuinginsanity View Post

The BBB have fixed any problem I've had with a business IMMEDIATELY. They've always been extremely helpful (it's not my first rodeo.) The attorney isn't a problem either if necessary.

Phone - not gonna work, hard to understand an Indian or Chinamen speaking English (no disrespect or hatred there, I sure would sound funny if I could speak either - and I can't. So live chat is -always- the best option.) It's hard to mistake the written word, while accents can throw everything off. Hell, I can't understand a lot of people born and raised here in 'Murica.

They offered zero reason for it taking 3-5 days. And this doesn't count the fact the debit card company then holds the money for yet another 3-5 days after a canceled order. So a process than began IN FEBRUARY won't be completed until APRIL. ..And I got **** all for my trouble (except some extra miles on my car and wasted gas money). They can return the money, or I'll talk to the BBB. Again, not my first rodeo, and they've helped with this exact issue in the past. Once they've received the product, and we've asked for a refund not a replacement, there's NO reason to hold the money.
The BBB doesn't actually do much of anything in my experience. Yes the service helps, but it's really up to the company to decide if they want to try and rectify a bad BBB mark on them. That said, it has worked in my experience.

Phone - this is your problem. None of us like to try and explain ourselves over and over to a foreigner, however you have NO IDEA who you will get until you call. The times I've called TD, I had no issues understanding them and quite honestly could not tell if they were American or in another country. Based on your lengthy post and your "it's not my first rodeo" comment, you seem to be a person who gets upset and frustrated very easily. Threatening to bring out a lawyer for a broken Live Chat and 3-5 day refund policy?? lol good luck with that.

You obviously have never worked in a customer service role of any kind or had to deal with customers directly for that matter. Patience, Daniel-son.
 
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post #8 of 41
Quote:
Originally Posted by Angrybutcher View Post


The BBB doesn't actually do much of anything in my experience. Yes the service helps, but it's really up to the company to decide if they want to try and rectify a bad BBB mark on them. That said, it has worked in my experience.

Phone - this is your problem. None of us like to try and explain ourselves over and over to a foreigner, however you have NO IDEA who you will get until you call. The times I've called TD, I had no issues understanding them and quite honestly could not tell if they were American or in another country. Based on your lengthy post and your "it's not my first rodeo" comment, you seem to be a person who gets upset and frustrated very easily. Threatening to bring out a lawyer for a broken Live Chat and 3-5 day refund policy?? lol good luck with that.

You obviously have never worked in a customer service role of any kind or had to deal with customers directly for that matter. Patience, Daniel-son.

 

Daniel-san. ;)

 

Anyway, I agree that it seems he has never done any kind of customer service. I worked in 3 different call centers, and dealing with customers like pursuinginsanity is pure hell if you're already having a bad day - especially if your last customer was difficult.

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post #9 of 41
Quote:
Originally Posted by pursuinginsanity View Post

Theft over $300 is a felony, TigerDirect.
It's not theft, it's selling defective merchandise.

I don'y buy from Tiger direct anymore because of how terribly they package merchandise before shipping it. Graphics card boxes obviously don't need foam around them, right?
post #10 of 41
Toshiba Satellite L850D-BT3N22 Laptop http://www.toshibadirect.com/td/b2c/cdetland.to?poid=2000044676&src=ANEM&cm_mmc=SF_GooglePLS&CAWELAID=1602042479&catargetid=1800311062&cagpspn=pla

HP Envy dv7-7227cl Laptop Computer, AMD Quad-Core A10-4600M, 8GB Memory, 750GB Hard Drive, 17.3" http://www.samsclub.com/sams/hp-dv7-7227-notebook-17-3-amd-a10/prod7910126.ip?refcd=GL05251200010028&pid=_CSE_Google_PLA_Office-Electronics&ci_src=17588969&ci_sku=sku8544086S

And over 12,000 more at https://www.google.com/search?q=a10+laptop&ie=utf-8&oe=utf-8&aq=t&rls=org.mozilla:en-US:official&client=firefox-a#q=a10+laptop&hl=en&client=firefox-a&hs=5wT&rls=org.mozilla:en-US:official&source=univ&tbm=shop&tbo=u&sa=X&ei=JH5LUe3mJIe84AOKr4CoDQ&ved=0CGwQsxg&bav=on.2,or.r_cp.r_qf.&bvm=bv.44158598,d.dmg&fp=4f35b0176e912683&biw=1920&bih=955

Google is your friend smile.gif
Monster HAF
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AMD FX 8350 ASUS CROSSHAIR V FORMULA EVGA GeForce GTX 680 FTW EVGA GeForce GTX 680 FTW 
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Vengeance® — 16GB Dual/Quad Channel DDR3 Memory... WD Corsair Black Corsair Hydro Series H100i High Performance Dua... Windows 7 Pro 
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Monster HAF
(13 items)
 
   
CPUMotherboardGraphicsRAM
AMD FX 6300 Gigabyte GA970A-D3 EVGA GrForce GTX 650 Kingston Hyber X Blue 
Hard DriveCoolingOSMonitor
WD Cavair Black Asetek 570LX Windows 7 Home Pro Acer G226HQL 21.5" 1920x1080 
MonitorKeyboardPowerCase
Acer G226HQL 21.5" 1920x1080 Azio Large print Tri-color LED Corsair CX500 Cooler Master HAF X 
Mouse
Corsair Vengence M60 
CPUMotherboardGraphicsGraphics
AMD FX 8350 ASUS CROSSHAIR V FORMULA EVGA GeForce GTX 680 FTW EVGA GeForce GTX 680 FTW 
RAMHard DriveCoolingOS
Vengeance® — 16GB Dual/Quad Channel DDR3 Memory... WD Corsair Black Corsair Hydro Series H100i High Performance Dua... Windows 7 Pro 
PowerCase
HX Series HX1050 Power Supply — 1050 Watt 80 PL... Cooler Master HAF X 
  hide details  
Reply
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