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Lenovo Downgrades Return Policy
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By Ed Foster, Section The Gripelog
Posted on Mon Nov 13, 2006 at 10:24:12 AM PDT
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Manufacturers can usually make the terms in their fine print harsher without anybody noticing. That's not the case for Lenovo this time, though, because a sharp-eyed reader just spotted the fact that the company's policy on product returns has gone from being one of the best in the laptop business to one of the worst.
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"This fall I have been keeping an eye on IBM ThinkPads in anticipation of a purchase in early
December," the reader wrote. "Around the end of October, I confirmed that Lenovo still offered their 30-day, no-questions-asked, no restocking fee, return option. A few days ago I checked the well-hidden
policy again, out of curiosity. Now the policy is a 21 day return period, there 'may' be a 15% restocking fee, and the package has to be UNOPENED!"
The Lenovo returns policy page reads in part:
"For a new Product that is unopened and still in it's sealed package, you may return it to Lenovo for any reason within 21 days of the date of invoice and obtain a refund or credit ... Products returned may be subject to a restocking fee equal to 15% of the price paid. You agree to pay the restocking fee as Lenovo specifies."
Of course, return policies differ from warranties in that they allow you to return the product if it turns out you don't like it, rather than just if it's broken. Charging a restocking fee is not unusual, although Lenovo's claim that they specify whatever fee they want is a bit unsettling. But the thing that really bothered the reader is the idea that the package can't even be opened. After all, it's hard to decide you don't like something without actually opening the box and getting a look at it.
One doesn't generally buy a product for its return policy, though, so the reader suspects he'll still wind up buying a ThinkPad because of the features he likes. "I hate how every other laptop PC has the critical navigation keys scattered all over the right-hand side of the keyboard, instead of putting them in relatively the same place as on a full size keyboard, as IBM still does. I also love the track-point mouse control, unavailable elsewhere. So I guess I will still be forced to buy from Lenovo, although I won't be happy about it. I understand that companies need to prevent people from abusing return policies, but going from one of the best to one of the worst in the mail order PC industry in one fell-swoop is crazy. Maybe some publicity will make them change back to a more reasonable policy?"
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