Remedios P.

I attempted to buy a build to order computer from Lenovo store for a company I work for. It should have been a simple process, select the computer and its components, enter your information, receive an invoice, pay it and done. Instead the site malfunctions and no longer removes VAT, as expected in a B2B inter-EU purchase.

I contact their chat agent, who just tells to use another browser, disable extensions, clear caches. As an IT professional I had already tried all the end user solvable remedies and the case gets escalated. What follows is a month, yes, a month, of frustration with Digital River. I call them only to spend long times on hold, then receive unhelpful and flat out wrong instructions from the customer reps. My e-mails to their helpdesk receive useless copy-paste responses, that often don't even have anything to do with with what I asked them.

Eventually they just give up on me and try direct me back to the phone support, that originally told to contact the e-mail support. I give up and order the computer from another brand.