Buy.com:
Don't Buy
ever

I have to get a laptop for grad school, so I settled on the Lenovo Thinkpad x60, a sweet little ultra compact with duo core processor, 8 hour battery life, and limited availability, like three week wait time direct from the manufacturer. So I searched for a third party vendor and settled on buy.com, the only company with any of the machines in stock.

The company estimated shipping time at 1-2 business days. It's been almost a week and a half since I ordered, because the machine wasn't really in stock. .

For a number of reasons that I don't want or need to go into, I am now on a first-name basis with several members of the support staff at buy.com. After more than five hours on the phone this past week dealing with stupid crap, I ultimately had to cancel my order. They're still shipping the laptop to Michigan. I'm in Chicago now, leaving for China 24 hours after the machine is set to arrive in Michigan, which isn't enough time to get it here.

Here's what I wrote them:

dear mxxxxxxx,

thanks for your help. i don't think i'll ever buy anything from you again, nor will i recommend buy.com. you and the rest of customer support were always personable and seemed to try your best, but were ultimately ineffective in helping me with any and all requests.

i hope for the sake of your company and customers that you improve your customer service, logistics, follow-up, and order fulfillment programs. i was told false information by people in india, was never given grievance options, had to find your corporate number on the internet, wasn't called back when california staff said they would call, and was generally treated with friendly dismissal by just about everyone.

also, my mother said she couldn't understand the number you left on her voicemail and it drove her crazy and she wanted me to tell you so that other customers won't have the same problem.

sincerely,

[your narrator]

So I'm going to China with an heavy, ailing beast of a machine. I should be able to get a Lenovo in China. They're made there, after all, and Lenovo is a Chinese brand. I just have to see if I can get the right warranty.

For anyone who might find themselves having similar problems with buy.com's outsourced, ineffective indian customer service (nothing wrong with back offices as long as they don't give you false information and actually have some authority and ability to help), you should call buy.com's corporate office at (949) 389-2000 or toll-free at (877) 880-1030. Ask for someone specifically in corporate customer service or they'll transfer you to the indian back office. either way, don't expect efficacy.