@
Nymora - upd abt rep,I removed it
and thanks for pin my message to main post
I have decided to provide a detailed timeline of events for each order to clarify what actually happened.
Lenovo:
September 30 — The order was accepted.
October 1–4 — We experienced some internal staffing issues, which delayed the start of the process. Work officially began on October 4, when we requested a return label from Lenovo.
October 8 — We still hadn't received the return label. Based on our previous experience with Lenovo, this is not unusual, as they can take quite some time to issue return labels.
At this stage, no additional action was necessary. We simply needed to wait for Lenovo's response.
However, the client independently decided to contact Lenovo's live chat support without informing our team beforehand.
I would also like to remind everyone that our Terms of Service clearly state:
"We ask you to trust us, after you've submitted your order to us for processing, you don't need to do anything, just wait for updates from us!"
Link to TOS:
https://telegra.ph/TOSTerms-Of-Service-01-10
During this conversation with Lenovo support, the client independently stated that he had received faulty items, without discussing this with our team beforehand. This was not part of the original approach being used for the order.
After contacting support, the client sent the following message:
"Getting the return label
They literally said they werent sending me the return label because the request that was put in required me to pay a 20% restocking fee"
The client then referred to one of my three messages, specifically "Ask for label."
For full context, here is how the conversation actually went:
Client: "im on livechat with them atm"
My messages:
"For what"
"Ask for label"
"We r still waiting for it"
What I intended to communicate was that we were still waiting for Lenovo to issue the return label and that there was no need to contact them independently.
I understand that my wording, especially "Ask for label," could have been clearer. However, I never intended to instruct the client to introduce a new claim about receiving faulty items.
This raises an important question: why was a claim about faulty items introduced when it had never been part of the original process?
I also want to point out that Lenovo can be a very unpredictable store when it comes to handling return and refund. Based on our experience, patience is extremely important when dealing with them.
Repeatedly contacting support or pushing for updates can sometimes complicate an ongoing case. Even a single unnecessary contact can potentially change how a case is handled, which may have happened here. However, we cannot know for certain what the outcome would have been if the client had not contacted support independently.
Why am I saying this about Lenovo?
Because we have handled numerous cases where Lenovo took a considerable amount of time to respond, but the matter was eventually resolved without repeated follow-ups.
For example, in one previous case, a refund request was submitted on the 30th, and the refund was issued approximately two weeks later without any additional follow-ups. We have multiple examples of similar situations.
October 8–14 — Our worker contacted Lenovo through live chat, as he also confirmed in the group. Following the client's earlier contact with support, we were trying to clarify the situation and determine how to proceed.
October 15 — We received an email confirming that an investigation was ongoing. Our worker asked the client to respond to that email because we did not have access to the client's email
October 17 — The client sent the following message:
"Just trying to stay in the loop here but if the refund is dead can we just go another route please this has been weeks now with no progress"
Our worker replied:
"Same as bose"
This referred to the second order.
On the same day, October 17, we submitted another request and waited for a response by email(Bose)
October 19 — The client sent the following message:
"Dont take it personally but im going to have to open a community alert because of this, its been a month now and im down legit $8000"
On the same day, I instructed our worker to start an another method to resolving the situation, as the process had already taken much longer than expected and cant be done without pay label via first method after all above.
October 21 — We received an official email from Lenovo stating:
"Following a thorough review of your case, our team has approved your return request with a 10% restocking fee."
This is an important detail because the client publicly claimed that he would have to pay $1,500 to return the item.
However, Lenovo's official email confirmed a 10% restocking fee. Based on the order value of 6,000 AUD, that would amount to 600 AUD, not USD1,500. 600AUD=400USD!
We have the email confirming this, and the final amount differs significantly from what was stated in the public.
Following this, the client left our group before we had the opportunity to provide a further response.
We understand his frustration. The process had taken a considerable amount of time, and the initial attempt had not produced the expected result.
However, I would like to highlight one important detail: the client independently contacted Lenovo support while we were still waiting for a response.
Based on our experience with Lenovo, unnecessary contact with support can potentially affect how an ongoing case is handled. We cannot say with certainty whether this changed the outcome, but it is an important part of the timeline that should not be overlooked.
I am not trying to blame anyone. My intention is simply to provide a complete and transparent timeline of what happened, supported by the messages and emails available to us.
Bose:
September 28 — The order was accepted, and our team began working on it the same day.
October 2 — The approach used for this order was DNA (Did Not Arrive).
The client later stated that if he had known which approach would be used, he would have handled the matter himself rather than using our service.
I understand his point. However, we do not normally disclose the specific approach in advance.
On the same day, the client informed us that a delivery driver had visited him regarding a report that the package had not arrived.
Despite this incident, the client decided to continue working with our team.
During the conversation, I sent the following message:
"tell them u didnt receive any"
October 3–7 — Our team sent multiple emails to Bose but did not receive a response.
October 7 — Our worker contacted Bose through live chat. Support explained that the claim had been rejected because proof of delivery was available.
Our worker requested that the case be reviewed again and offered to provide the relevant conversation transcript. The client had previously stated that no signature was collected at delivery.
October 8–11 — We waited for further updates.
October 11 — Another email was sent.
October 12 — Our worker contacted Bose again.
October 13 — Our worker followed up once more, and a new case was opened.
October 13–17 — We continued waiting for a response.
Eventually, our worker informed the client that the attempt was likely unsuccessful because no further response had been received.
The client subsequently left the group.
I acknowledge that this case was unsuccessful and that the client did not receive the outcome he expected. I understand his frustration and do not intend to minimize his experience.
Above, I have provided a detailed timeline of both orders, based on the actual conversations and updates from our working groups.
My intention is not to blame anyone, but simply to clarify what happened and address a few statements made in the original post.
1. Regarding the alleged $1,500 return fee
The claim that the final return fee was $1,500 does not match Lenovo's official email dated October 21.
Lenovo approved the return with a 10% restocking fee, which amounted to 600 AUD (approximately 412 USD), not $1,500.
Based on our experience with Lenovo, we believe that the client's independent contact with the store may have contributed to the complications and potentially influenced the outcome. However, we cannot confirm that this was the sole cause.
As explained in the timeline above, the client contacted Lenovo independently while our team was still waiting for a response. We believe this was an unnecessary step that may have affected how the case was handled.
2. Regarding the claim that there were no updates for three weeks
The timelines above show the communications, follow-ups, and actions taken by our worker
For Lenovo, we have already explained the sequence of events in detail.
For Bose, our team continued following up on the case, and the client left the group before three weeks had passed. and right, we think same, its failed order.
We acknowledge that neither case reached a successful outcome, but it would be inaccurate to suggest that our team simply abandoned the orders or took no action.
3. Regarding the statement that we an easy refund
We never guaranteed a 100% success rate.
We were confident that these orders could be handled and done, but confidence in a method does not mean a guaranteed outcome. We base our work on all our orders.
Unfortunately, unsuccessful cases can happen, and we have never claimed otherwise.
I don't want to argue with anyone or bring this discussion up again. I simply want to summarize where things stand after everything explained above.
We had two unsuccessful orders for which a chargeback could have been considered as a possible next step. However, the client chose not to proceed with this option, and we fully respect that decision.
I would also like to emphasize that a chargeback is not a 100% guarantee of success either.
Regarding the accusations made against us, I believe we have addressed them and provided the necessary explanations.
I have shared a detailed timeline of both orders to provide a clearer picture of what actually happened.
We acknowledge the unsuccessful outcomes and remain open to communication and discussing any unresolved issues.
Thank you to everyone who took the time to read through everything. I hope this helps clarify the situation.
And a personal message to Nymora:
I genuinely don't want us to be on bad terms. There's no reason for any negativity between us.
Things didn't go as planned, problems happened, and unfortunately, that's part of the process sometimes.
I understand your frustration, and I have absolutely nothing against you personally. I never wanted things to turn out this way.
At the end of the day, we're all human, and there's no point in holding grudges or creating unnecessary conflicts.
I hope we can leave all the negativity behind, move forward on good terms, and have no hard feelings toward each other.
No hate, no hard feelings.
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