Laptop never arrived.1 Dec.So cancelled order, but they refuse to do it.

[Deleted User]

tacpot12 said:

MarkN88 said:

How can you make the assumption the courier stole it? 

Because it was shipped, but never arrived? 

Another assumption. Many things could have happened. 

TS3

I have just posted about a similar experience with the same company. Hindsight is wonderful, but the net is full of negative experiences about Lenovo’s customer services when things go wrong.

Uptown_Boy

unholyangel said:

Uptown_Boy said:

At making a chargeback claim on any individual transaction I presume.

That said ... what type of Amex card was this? If it's a credit card then the OP always has the S75 route.

Can't be that, which is why I had to ask. Visa/MasterCard policy only place a limit on the number of times a merchant can attempt a transaction. Not how many attempts for chargeback. I can't see any reason amex would be different. 

Plus, a customer really shouldn't be expected to know things like reason codes. The bank should listen to what the customer says and decide the most appropriate code. 

I have no experience with which to confirm or deny your assertion. All I know is the @born_again (claims to) work in this industry dealing with this exact situation (chargebacks).

born_again

unholyangel said:

Uptown_Boy said:

At making a chargeback claim on any individual transaction I presume.

That said ... what type of Amex card was this? If it's a credit card then the OP always has the S75 route.

Can't be that, which is why I had to ask. Visa/MasterCard policy only place a limit on the number of times a merchant can attempt a transaction. Not how many attempts for chargeback. I can't see any reason amex would be different. 

Plus, a customer really shouldn't be expected to know things like reason codes. The bank should listen to what the customer says and decide the most appropriate code. 

Interesting as if you try a 2nd chargeback on a different reason on the same debit it gets declined by the system. Only hope is a good will gesture as Uptown_Boy said its being duplicitous, by not refunding. But using the wrong chargeback gives a retailer a easy technical out if they want.
I was hoping that the OP might know what they suggested to Amex, or what Amex said they would do. We always advise customer which chargeback is being actioned.
But does not really matter as in time they will get the result.

Ectophile

I think I should point out that chargeback and section 75 are totally different things.  Chargeback is a scheme provided by the banks, and involves contacting the retailer to see if they dispute it.  Section 75 is a legal right against the bank, and the retailer has no say in the matter.

Uptown_Boy

That's worth pointing out in case the OP doesn't know ... I think the rest of us in this thread are well aware.  

themissingdigit

Cheers yes i did read the information on here about the difference between the 2 schemes . I cant work out why i cant cancel something i havent had ,? surely i don't have to wait for it to arrive especially as its unlikely to turn up 18 days after it disappeared.
My assumption its been stolen was based on its sudden disappearance & the fact it was out for delivery the day before it was supposed to be then disappearing the next day. Also been reading about the amount of stuff being stolen by couriers.
these are the tracking notes (order placed 27 Nov)
30 Nov   The receiver was not available for delivery. We'll make a second attempt the next business day. Luton
1 Dec Due to operating conditions, your package may be delayed. Luton
8 Dec   A delivery change for this package is in progress. / We've rescheduled this delivery.
18 Dec We've begun an investigation to locate the parcel. Sandy, BK
After posting this i went on the UPS site direct rather than the lenavo which is the info above. Strangely UPS has nothing down as happening between 29 Nov & 8 Dec yet there are 10 other updates on lenavo, i didnt put them above as it was traveling round Netherlands, Germany & castle Donnington

I keep reading my contract is with Lenavo & not the courier, but they wont cancel it or send another, so they have £1k & we have no goods. Because i started the charge back its not on my account at moment, but my last experience with chargeback with Amex is that Lenavo will respond saying its been dispatched & Amex will re apply the debit instead of saying but it hasnt turned up. 

[Deleted User]

Ive had many deliveries by couriers recently taken a while, one took 24 days. 

Ectophile

I think you aleady know what your rights are.

The difficulty is actually getting your money back under those rights.  People can be really slow in actually giving you your money back.  But the alternative (taking them to court) is much, much slower.  And they know it.

themissingdigit

Ectophile said:

I think you aleady know what your rights are.

The difficulty is actually getting your money back under those rights.  People can be really slow in actually giving you your money back.  But the alternative (taking them to court) is much, much slower.  And they know it.

yes, i suppose it was more a question of how they can get away with not following the "law" from what i have found when looking it up in the guides on here it seems after 30 days it may change & that is perhaps what they are waiting for ie can get away with. why they wont just send a replacement is beyond me, if the other one ever turns up at ups they can just send it back.