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

born_again

themissingdigit said: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. 

Well certainly with Visa the only way for a retailer to reject a non receipt chargeback is to prove receipt, or prove a refund. It has nothing to do with proof it was dispatched.
If Amex are happy to take a retailers word that dispatch is as good as delivery. Then a complaint & let it go to FOS.

themissingdigit

Fingers crossed then, but my previous charge back/ section 75 experience  took over a year & i had it in writing from the company that i was due the refund. But then they just didnt pay it.So I got amex involved, they wrote to Opodo saying where is the airport duty refund for LYNDA. Opodo wrote back saying they dont owe it because JAMES travelled, amex just accepted that without reading it i assume or why would the accept it. & that kept happening time & time again. Every time it had no relevance to the actual claim.

changkra

There have been hundreds of these laptop gone missing.. Thought is that the couriers are taking them due to the box stating what the delivery content is, my son was lucky enough to get his earlier this year plus a percentage back due to delays on receiving it,  but a forum has since been set up by purchasers who have had theirs go missing.

themissingdigit

The really annoying thing is we want the laptop & not the refund (it was on a good offer) , but as Lenovo refuse to answer any questions & just reply with a condescending response of "we are working on it" leads me to believe Amex are my only hope

themissingdigit

I know the chargeback system is just voluntary for the credit card companies, but it seems to me that there should be some kind of system where the credit card company just  take the money back instantly & hold it while looking in to it, rather than just asking questions. That way Lenovo (in this case) would have a reason to do something. At the moment they just refuse to do anything. They wont even allow (acknowledge) us  making a formal complaint by giving it a reference nr. It just feels that they might do things quicker if they were the ones with no goods or money rather than the purchaser . I also know that the charge isn't currently on my card, but it will go back on as soon as they contest it.  

born_again

themissingdigit said:

I know the chargeback system is just voluntary for the credit card companies, but it seems to me that there should be some kind of system where the credit card company just  take the money back instantly & hold it while looking in to it, rather than just asking questions. That way Lenovo (in this case) would have a reason to do something. At the moment they just refuse to do anything. They wont even allow (acknowledge) us  making a formal complaint by giving it a reference nr. It just feels that they might do things quicker if they were the ones with no goods or money rather than the purchaser . I also know that the charge isn't currently on my card, but it will go back on as soon as they contest it.  

The chargeback system is not voluntary. It is part of the card regulations that Banks & retailers signup to when they agree to use the cards.

You have got the money back for now & the retailer has their 45 days to contest it. So you have got you money back instantly.
The questions asked are a standard part of which every chargeback. They are dependent on which chargeback your bank has used. Which the retailer may or may not respond too.

As such the card regulations are fair to both parties. 

themissingdigit

The chargeback system is not voluntary. It is part of the card regulations that Banks & retailers signup to when they agree to use the cards.

You have got the money back for now & the retailer has their 45 days to contest it. So you have got you money back instantly.
The questions asked are a standard part of which every chargeback. They are dependent on which chargeback your bank has used. Which the retailer may or may not respond too.

As such the card regulations are fair to both parties. 

Thanks for reply, Im sorry I misinterpreted "However, chargeback isn't a legal protection, and card companies offer it at their own discretion" from the guide on here to mean voluntary. Having had the bad experience with amex before I have no confidence in them. The money was credited back to me then reinstated  on 4 or 5 occasions. I just felt if it was taken away from the supplier & held elsewhere it would speed things up. When the card company & the supplier are taking the maximum amount of days it's going to be a long process. Please excuse my frustration & anger ,but I could really do without it , as the wife is now struggling with this long covid & this is not helping her. As you can guess it is not me who does the communicating. Amex sent us a letter to say they will get round to looking at it when they can, they suggest contacting the supplier. Grrrr we already told them we have. So we sent this yesterday ( paragraphs merged to save space)
Us

"I was asked yesterday by American Express Section 75 Department, if we had been able to resolve the situation with the merchant.

I realise the answer currently is NO, i.e. we have no goods, no idea where they are, or if they will ever arrive, I thought you could get the 'relevant department' to give a formal response, other than they are looking into it."
Lenovo

""Thank you for contacting the Lenovo Online Store.

We do apologize for the inconvenience. Upon checking the ticket created, we show that our relevant team has already contacting the higher department to seek assistance.
We will let you know if there is further update."

 They also deliberately remove the previous chain in the email that my wife reinstates each time. 
As someone said earlier on this thread Lenovo seem to very well known for this , when you look into it🤦🤦 we just carried on getting Motorola stuff from them when it Motorola UK automatically put you on to them to complete the purchase. 

born_again

When a chargeback is started the money is claimed back from the merchants banks, who will contact (not sure how) merchant to advise. The merchant then has the one chance to contest. (Visa is only one chance) no idea on Amex. So there should be no money in/out several times.
I would also expect that if the merchant does contest that you get to see the reason for the contest. Still looking into issue would not be one that would be acceptable. It would have to prove something, such as delivery.

TBH, I would be raising a complaint with Amex by now as it seems that something is going wrong at their end.

Good luck, you are having a complete nightmare with this. Best wish to your Mrs as well. Remember that you need to look after yourself, to be able to look after her

themissingdigit

born_again said:

When a chargeback is started the money is claimed back from the merchants banks, who will contact (not sure how) merchant to advise. The merchant then has the one chance to contest. (Visa is only one chance) no idea on Amex. So there should be no money in/out several times.
I would also expect that if the merchant does contest that you get to see the reason for the contest. Still looking into issue would not be one that would be acceptable. It would have to prove something, such as delivery.

TBH, I would be raising a complaint with Amex by now as it seems that something is going wrong at their end.

Good luck, you are having a complete nightmare with this. Best wish to your Mrs as well. Remember that you need to look after yourself, to be able to look after her

thanks for the reply & best wishes. i cant remember if i posted on this thread but, my concern is Amex dont read anything either. The last claim i made dragged on a year despite having it in writing that a refund was due. Amex asked for the money (airport duty refund) for person A. opdo replied saying the refund is not due as they travelled, but sent evidence for person B. Amex never looked at the evidence . just the first couple of words saying no & this is the reason, then didnt check the evidence. i can see it happening again. Lenovo are not reading any correspondence, just sending standard responses that look like they have read it. Yesterday i asked for their advice on whether i should buy a cat or a dog, to test my theory. their reply was

"Thank you for contacting the Lenovo Online Store.We are still waiting for an update from our higher department who are now handling you concern.We will continue to keep you updated until a resolution has been achieved. If you do not receive an email from us, please check your junk or spam mail filters.

We apologize for any inconvenience this may be causing."  

born_again

themissingdigit said:Lenovo are not reading any correspondence, just sending standard responses that look like they have read it. Yesterday i asked for their advice on whether i should buy a cat or a dog, to test my theory. their reply was

"Thank you for contacting the Lenovo Online Store.We are still waiting for an update from our higher department who are now handling you concern.We will continue to keep you updated until a resolution has been achieved. If you do not receive an email from us, please check your junk or spam mail filters.

We apologize for any inconvenience this may be causing."  

Ha, Ha. 

Mind you if I was responding to your email, depending on my/managers mood  I would either ignore cat/dog question or ask further question to help understand your needs.
So it maybe that they did read it, but thought better not to respond. If they had looked at the thread history.

Sometimes a bit of light humor can assist in stressful situations. I'm well known for being rather off the wall at times, so would happily engage in a bit of jest.