Lenovo
Reviews and Complaints

After much research, I opted to purchase a Lenovo laptop directly from the company's website. After placing the order, my money was placed on hold in my account. I never received an order confirmation, so I checked my newly created Lenovo account. There was no evidence of my purchase. I called customer service, which couldn't find any purchase order either. I demanded a supervisor and was put on hold for a long time. No supervisor was available. Finally, another customer service rep. verified the purchase with the explanation that it was sent to the wrong email address. Now I was told the product is no longer available, and I had to wait for a shipment from China. At that point, I cancelled my order. I was told that my money will stay on hold for 48 hours. Again, no documentation! After 6 days, the money was still not released, and I had to call PayPal to do so. They needed a cancellation statement from Lenovo, which I never received. I will NEVER purchase or support Lenovo in any way, and make sure everybody I know learns about this malfunctioning company.

Purchased a Lenovo laptop a year ago. Just recently purchased a 13 month warranty update. Received an email indicating that the warranty was waiting to be fulfilled. Tried to determined status online through email support and their virtual assistant. Every time their response was to ask for bizarre information like domain name, customer number, weird stuff most customers don't have. Apparently they were unable to conduct a simple order number query and give a response. Bizarre inexplicable customer non-support. These guys have been looking at ones and zeroes way too much and have lost any connection with simple customer support.

It took 5 months before they can authorise to pick up and refund the money. I emailed Lenovo about pick up date and location twice but the both emails got ignored. I took the matter further with Consumer protection and a lady called Stephanie contacted using the email address [protected]@lenovo.com. She was the rudest person I ever come cross. No apologies and denied everything I emailed. I was disgusted.

After analyzing various reviews from customers who have interacted with Lenovo Authorized Service Center, it is evident that the overall experience has been disappointing. Many customers have expressed frustration with the service provided, citing issues such as delays in repairs, poor communication, and unresolved technical problems. The lack of timely responses and ineffective solutions have left customers feeling dissatisfied and let down by the service quality. Based on the feedback shared by customers, it is advisable to approach the Lenovo Authorized Service Center with caution and manage expectations accordingly.

The laptop is almost always left open on the desk, sometimes closed, and almost never rotated 360°. Upon opening the lid from a closed position to a standard position left hinge appears to have froze while the right hinge functioned properly breaking the area around the hing and the screen ripped. The laptop was not dropped nor was anything dropped on it. I have been extremely careful with it as it is a huge investment.

I need the laptop repaired for what is obviously a defective hinge. After extensive and exhaustive research regarding this hinge problem, it is obviously a defective design and I am hoping to have a clear and smooth and quick repair proceSS

hi i want to put in a complaint regarding the lack of service/no service I've experienced in my case I've waited months for my item to be replaced /repaired I've kept all emails I was told that I have three options regrading my machine after months of waiting on item to be repaired ,. 1 refund 2 repair 3 suitable replacement as I not longer had the invoices I agreed to a suitable replacement after months of being told it would be picked up even missing work I work in a high power position at my firm and takin time off cost me money and I've waited months waiting I've called in and they have a agreed with me every person I spoke to but say they have to speak to management Lenovo are a huge company I didn't expect this kind of serve i have full warranty and I'm being treated unfairly now they have changed the ticket number basically disagreeing all the months I've waited and it says on the old ticked competed so basically lying now under this so called new ticket they haven't mentioned anything about my options and said i agreed to a fix unit at this point no i did not agree to that i have all the emails ticket numbers etc this is now unacceptable and I'm not happy and I want what i was told out of my options and a complaint to go forward even if I have to go to small courts I'm not a person that does not stand up for his rights .

MAJOR POOR SERVICE ISSUE: PLEASE READ IN FULL!

The product 11CDS0D300 has been a 100% lemon since I purchased it 7 months ago. Major continuous blue-screen crashes over the first 7 months. Lenovo Technician came to my office and replaced the motherboard. He also came back later to install the software as it would not load successfully. The machine ran okay for a few months and then started the same blue-screen crashes. Through a series of service requests and attempt to resolve, the machine was given a new Case # [protected] on 12/19/2023 and escalated to Customer Care Case Manager Kendra.

Informed by Kenrda on 12/21/23 that she had approved a full replacement, and it was being processed to ensure I received the correct replacement to get all the features of the broken machine. I asked her specifically about returning the broken machine and I was told Lenovo would provide all shipping arrangement to send the broken unit back upon receipt of new PC.

My case was turned over to a Customer Care agent named Nikolaus. Nikolaus informed me on 12/27/2023 I would be receiving a full complement replace Product 11CDS0D300 and he confirmed it was ready for shipment. DID NOT HAPPEN! Nikolaus informed me January 2, 2024 that the replacement he promised was no longer available. UNREAL! I was informed I would now received a less-equal machine #12K00005US. I reviewed the specs and it did NOT include a DVD/CD player which broken unit did and I need! Nikolaus was rude and simply informed me I could buy one from Lenovo. UNACCEPTABLE!

The new unit was shipped without the same specs as the broken unit and I was not happy. Replacement unit was shipped 1/3/24. When received, I contacted Nikolaus to inform him that I needed a label for returning the old broken PC and a box. He advised I could use the old box the replacement came in. Start of troubles.

As I attempted to install and load the replacement, MAJOR CHALLNGES. Because the broken machine had all my data on it, very seriously private data from clients, as I attempted multiple times to use the Lenovo app for migration, the blue-screen came up several times. I attempted to get support from Nikolaus to resolve and he was really no help but keep insisting very directly and rude that I must send the broken unit back within 10 days. I told him I was unable to send it back until I retrieved all my data from it. After much argument, he extended the return shipment a few days to January 20, 2024, today's date.

In the interim, I had to hire Geek Squad to help with the migration of my data to the new machine. Stressful to say the least. Throughout this ordeal the only thing that Nikolaus cared about was ensuring, to the point I felt threatened, that I must ship the old broken unit back by the 20th of January. OK - HERE IS THE CHALLENGE NOW AND TOTALLY IGNORED BY NIKOLAUS! HERE IT IS...

The box I was to use that the replacement unit came in is way too small for the broken unit to be shipped back to you in. It is too wide and too tall - IT WILL NOT FIT! Through an incredible volume of emails, I made every possible attempt to get Lenovo to send the proper size box only to be informed by Nikolaus that I must purchase a box which is NOT what I was told in the beginning, and such is simply poor customer care! I should not have to purchase anything to return a true lemon of a PC! I asked Nikolaus multiple times to escalate the issue to get a proper box sent to me to return the broken PC. He stated to me that he was the top person at Lenovo on this issue and there was no one to escalate to - he was the only one and he refused to help me. In desperation, I told him that I would NOLTY SHIP IT BACK without him sending me a waiver absolving me from all responsibility if I cram the broken unit into a box that does not fit! I even sent him a picture of the PC showing the large expansive 1inch thick cable box and component box on the back of the PC that is part of the unit. He advised me to remove it! IT DOE SNOT COME OFF! He ignored the reality that the box is too big and the unit will not fit into it.

As it stands today, the 20th of January, I will not send this unit back unless you send a proper box that it will fit into or a waiver absolving me from responsibility if it arrives smashed! I sincerely hope you can see the multiple issues I have had with Nikolaus and this replacement issue. While I am appreciative of the support up to the time that Nikolaus took over, he does not belong in Customer Care. I have 3 Lenovo PC's now including my laptop! I have never had any issues until Nikolaus. Now I have a replacement PC without a DVD/CD player because the unit Nikolaus told me was coming was not available and his total lack of understanding and support in getting a right-sized box for shipment.

I WILL NOT PAY FOR ANYTHING TO FIX THIS ISSUE! I WILL NOT BE INTIMIDATED BY NIKOLAUS INTO HIM CONVINCING ME TO CRAM A PC INTO A TIGHT BOX! I WILL NOT UNDER ANY CIRCUMSTANCES PAY FOR THE REPLACEMENT PC JUST BECAUSE YOU CANNOT SEND A BOX! UNREAL
I am awaiting a response from anyone other than Nikolaus. Maybe Dilip Bhatis, VP Chief Experience Office would like to know? Maybe Michael Gartell from US IBM? PLEASE RESOLVE THIS ISSUE!

I purchased this computer for work and within a couple of months the computer keyboard stopped working. Since I live in Alaska I had to wait to fly to Washington to have a technician come out to fix it. It worked for maybe a couple months and then the same issue broke where the keyboard stopped working. Again I was in Alaska so I sent the laptop in. At this point it was such an unreliable computer that I bought another one. I just received the repair back from Lenovo two months ago and again the keyboard is broken and does not work. This is a faulty product. I would like a partial refund as I have never been able to use the computer as advertised

I had a PC Legion S7 16ARHA7 - Type 82UG sent for repair. I was not advised to remove any accessories. However, I asked if I could include some accessories on the phone. They said it shouldn't be a problem. They ended up stealing my accessories and never returned the items. They did not repair the PC. They just deleted all my drivers. I sent it back to get it fixed, but they do not know where it is. They did not know because they created two labels, and they lost track of the one they created for me. I called them and spoke to a supervisor, Employee ID 472118. She was horrible, did not want to help, lied, and said that they had my PC when she didn't care about my accessories because they lost it, and it was not their problem.

My computer shut down on its own and would not turn back on. I called customer support and it was still under warranty so they fixed it and sent it back, claiming that I had a faulty motherboard which was replaced. 34 days later it has shut off again and will not turn back on (although it is charging fine). I called support and they said there's nothing they can do because the 30 day window has closed from the time it was repaired. I'm extremely disappointed with the product and the customer service I received. It was clearly not repaired correctly, or else this would not happen again a month following the repair. The 1year warranty just expired so I am left without a computer. Has they properly fixed it during the repair, I would not be in this problem.

Would not recommend this product to anyone.

I purchased several items from the Lenovo US website on Oct 29 2023, a Yoga laptop, webcam, external drive and a monitor. This complaint concerns the monitor only. I received the monitor on Nov 1 and never even had the chance to try it out because it was impossible to set the monitor up. The monitor arrives out of the box in three pieces: the monitor screen, the base and a hook-like bar to connect the monitor screen to the base. Two screw holes are drilled into the hook so that it can be screwed into the base while it just clicks into the monitor screen. Unfortunately the screw holes in the hook do not align properly with the holes in the base; they are too far back so no matter how far you place the hook into the base, the hooks do not appear, at best you see a quarter of each hole, no more. I called tech support to explain the situation. Tech support sent me a camera link so that they would have a record of what happened. Then she told me I would have to call sales option 3 to finish the return and she gave me a case number. However, when I called sales, after giving the case number and a detailed description of the problem, the utterly rude customer service rep said, “So you broke it?” I lost it. I mean how the hell could I have broken something when the screw holes were misaligned? Did she not read the case notes? Had she not been listening when I told her the problem? Then she asked for more pictures of the issues. I flat out refused since the tech already had pictures and at that point I became unwilling to accept an exchange and demanded my money back. I have returned a fair number of products in my sixty years including computer systems and an entire houseful of custom window coverings, and I have never been treated this rudely. This women seemed to be putting roadblocks everywhere on purpose. I finally demanded to speak to her supervisor and after about ten min of waiting she told me they were busy. I think she just asked permission to give me what I wanted bc I was being such a “Karen.” I shouldn’t have to yell and scream to process what should have been a simple return, and I’ve never had to before. Indeed, I thought it was a done deal after I had talked to tech support and had a case report. Their customer service fail cost them $270 bc I demanded my money back instead of a replacement. Oddly, the customer service rep was willing to give me my money back for everything I had purchased (a $2300 purchase) which just goes to show they know how bad their customer service is and they just don’t care

I bought directly from www.Lenovo.com my tablet in November 2023 and it was delivered in December 2023. Since then, I've been in contact many times with Lenovo and their official parts supplier ENCOMPASS to obtain additional SD Card Trays (5M88C21031 or 5M88C21032). They do not have, stock, or know if they will ever have these parts; inspite of the fact these are very commonly needed replacement parts. The SD Card Trays are plastic and easily damaged or broken. They've recommended I look on line for the parts - but they are not available from any other dealer. I like the tablet, but this is not acceptable.

On September 26th, 2023 I was on the Lenovo America Public Store site and purchased a desktop computer. The item showed that it was in stock but was selling out. I completed my purchase and received a confirmation. The confirmation showed that it would arrive at my home on approximately 0ctober 5th. I never received a tracking number and when October 5th arrived I had still not received my computer nor did my account page reflect an updated order status nor a new "received by" date.

I called over five times and was told by Customer Service at Lenovo that the item was out of stock and should be shipping by November 8th. I advised them that I had not received a confirmation of this information on my Lenovo Account page and that I would like that new date to be published there so as to confirm that my order was going to be eventually completed and that it had not been overlooked, etc. They stated they would but after two weeks no update has been posted nor has it been emailed to me. The purchase was over $3,000.00 and I feel Lenovo should confirm in writing that they will fulfill my order and provide me in writing the new ship date. I have no proof my order is going to be fulfilled. If if was not for my repeated phone calls, I would have no idea of the issue with my order. Verbal communication is fine for some things, but Lenovo should document the status of my order, why it hasn't shipped, and provide a reason for failing to ship and a new ship date.

On 8/22/23 i ordered a laptop computer on online from the company for a disable person birthday party no email that was sent to me said it needed a sign receipt for it to be left at my front door even the ups driver left 2 notices on my door not saying it needs a sign receipt it was never left , on 8/25/23 i went on line to chat with there agent "Pinky" about it and was told that the team was inform about it & they will contact ups for it to be delivered on 8/26/23 without any sign receipt ,it never happened i contacted the main office about it on 8/28/23 & was offered a 15% plus the computer which i turn downed & i told them since i went to this party with my gift they should credit my credit card account and send the computer free of charge to me for their mistake and they said no! I cant contact the CEO of this company the email comes back & they refuse to give me an email address and a direct phone # to the ceo in the USA & China! Order# [protected]. J.B.

I called Lenovo support to say my battery was having problems. I am covered under the extra warranty I purchased. The support agent said he needed to remotely check my battery and accessed my laptop it wouldn’t take long.! After 1.5hours he said that he couldn’t get my laptop back on for me. I was left with a disabled laptop and they weren’t bothered. I called helpline on 13.9.23. I called again on 14/9/23 and the agent admitted that the agent from the previous should have, but had not, took screenshot of my Bit locker key which he needed to leave my laptop working as it was before he went into it remotely. I was told that the escalation team would contact me within 3 working days with a resolution to this matter. I am now 6days on and I have not been contacted and totally ignored. I am now left with a laptop that cost £1000.00 last year totally disabled and unusable. I only called them about my battery and my laptop was working perfectly until the agent said he had to check remotely before sending new one out. I would have never let him do it if I had been told beforehand that (your laptop is working now Mrs Bell but I will disable it and you will not have a working laptop after 1.5 hours of mucking about with it.) I have called every day since but promised escalation team would respond and didn’t. I am upset and frustrated as everything I had on my computer is now inaccessible. This is is disgusting after it was all caused by Lenovo incompetent agent that they employ.

I hope this email finds you well. I am writing to seek your assistance and guidance regarding a significant issue I've been facing with a recent laptop purchase from Lenovo.

I placed an order for a Lenovo laptop on August 8th, 2023, with high expectations, given Lenovo's reputation for delivering reliable and high-quality devices. However, it has now been 36 days since the purchase date, and I continue to encounter a series of critical problems with the laptop.

The laptop issues I've experienced include:

**Inconsistent and Contradictory Information:** In my attempts to resolve these issues, I reached out to Lenovo's customer service and technical support teams. Regrettably, I have received inconsistent and conflicting information from numerous representatives. This led to a frustrating and unproductive two-hour phone call with over seven different Lenovo staff members. While customer service has expressed a willingness to issue a refund, the technical team, who initially advised contacting customer service, has not yet sent the essential email confirming that the issues cannot be resolved.

**Refund Window Issue:** Furthermore, I recently received communication from Lenovo stating that my laptop falls just two days outside the standard refund window. While I acknowledge the importance of adhering to policies and deadlines, I believe it is essential to recognize the unique circumstances surrounding my laptop purchase. These critical issues have disrupted my life significantly and were reported promptly.

Given the persistent nature of these issues and the fact that they were reported promptly, I kindly request your assistance in addressing this matter. It has been 36 days since the purchase, and the laptop's performance remains far from satisfactory. I believe it is only fair and just that I receive the necessary support and a full refund for a product that has proven to be fundamentally flawed from the outset.

I value Lenovo's products and the reputation they uphold for quality and reliability. However, this experience has left me in a situation where I am worse off due to a substandard laptop, causing disruption in both my personal and professional life.

I am hopeful that, with your intervention and expertise, we can find a resolution that ensures fairness and customer satisfaction.

I look forward to your prompt response and guidance on how to proceed. Please feel free to reach out to me at [protected]@gmail.com if you require any further details or clarification.

Thank you for your assistance in addressing this urgent matter.

Sincerely,

Abdulshakur Abdullah

[protected]

I sent in 2 laptops to be repaired. One they told me was not under warranty. I just bought it this year, I submitted the receipt. They said they would fix it. I received it back unrepaired and in worse shape then before. The other laptop they lost. I received an email stated they received it and it is in for repair. Now it was wiped off the internet and disappeared. This is unacceptable.

The Lenovo website stated that it comes with Windows 11 Pro operating system but upon receiving the laptop, it is Windows 10 Home with the option to upgrade it to Windows 11 Home. I called Lenovo's tech support and they confirmed that the computer comes with Windows 10 Home though the website clearly states that it has Windows 11 Pro as the operating system. My order number is: [protected].

I purchased this laptop for my son and paid extra for the premium care warranty that states they will send someone out to your home for repairs. About 2 weeks ago he turned it off and went to bed for the night. The next morning he went to start it and he received a blue repair/recovery screen. No matter what I entered or selected it always came back to the same screen. We restarted it several times and nothing would fix it. I called customer service and they walked me through several possible repairs, but nothing would fix it. They asked me to download a recover USB and try to reinstall the image. Did that nothing worked. They said they would call me back in 4 hours to confirm it fixed it, but I never received the call. Instead received an email stating we tried to call, but couldn't reach you". I called them back the next day and informed them the downloaded repair tool didn't work. The customer service agent said they would send me a USB with the software just to be sure. Received the USB device two days later and again ran it though the PC as instructed and again it did not work. I called them back and they said they would send me a box to send the laptop into a depot for repairs. I asked about the onsite repairs that came with the premium care warranty and the customer service agent said they can't do that because they don't know what's wrong with it. (Isn't that what the onsite technician is supposed to determine?) I asked to speak to a supervisor and after 30 minutes of haggling back and forth with the customer service agent he finally said he would have a supervisor call me back. He told me that the company will sell you a premium care warranty, but that doesn't mean they will send someone to your house for repairs. Still have not had my son's laptop repaired.

I purchased 3 computers for our company, all the same new 2019. March of 2020 my computer stopped working - motherboard crapped out. Shipped it in and was told can’t get parts, don’t know when or if it will return. Well months later comes back in the mail- worked ok but always had problem of any updates thru the past 2 years. Windows 11 comes and once again no way to update. Decided to see a local computer specialist and found out in my 6 month old computer they replaced the motherboard with a 10 year outdated motherboard and felt that was sufficient. Had I known that at the time I would have never accepted it. I called today and basically getting the runaround - it’s out of warranty and old, nothing we can do. How about when it was under warranty why didn’t you replace it with a new computer and not give me shoddy equipment and pass it off as well it’s working. I paid 2599.00. I got 12$ service. I am completely aware that 2020 and 2021 was a time where parts were unavailable, but it was under full warranty and I should have been given new not old. I am dying to know if anyone has a fix for this problem or I just verbally trash Lenovo from now until the end of time. Trust me- never again as far as I’m concerned. Lenovo warranty, service and computers are the worst.

I recently made a big purchase from Lenovo, spending over $3800.00 on two top-of-the-line ThinkPads. I even included an extended warranty to ensure that my investment was protected. However, a few months later, one of the laptops started experiencing a smart audio error, and eventually, the input and output devices disappeared altogether. I tried all of the standard fixes that Lenovo had listed on their support page and forums, but nothing worked. So, I decided to submit a support ticket to Lenovo.

After a few days, I received an email stating that my ticket had been closed, with no resolution. I was shocked and frustrated. I went to the support page to check on the status of my ticket, only to discover that they had changed their login procedure. It took me a while to finally get through and find the page with my ticket on it. To my dismay, I discovered that Lenovo had closed my ticket because the laptop was out of warranty. I was under the impression that my extended warranty had been updated, but it turned out that it wouldn't start for another two weeks.

Now, I'm stuck with two expensive laptops that I can't use because I can't risk anything major going wrong with them until the "updated" warranty starts. It's a highly deceptive business practice that takes money from you and absolves them of any responsibility. I'm extremely disappointed with Lenovo's customer service and their lack of transparency. I expected better from such a reputable company.

I gotta say, my experience with Lenovo's customer service was just plain awful. I bought a laptop from them back in December, but it got delayed in shipping by over a week. By the time it finally arrived, the original delivery address didn't work for me anymore. So, I called up Lenovo's customer service and the first person I spoke to told me they could reroute the package to my current address if I had UPS return it. But, as it turns out, that was a total lie. I found out later that they couldn't actually do that.

To make matters worse, this laptop was a replacement for my old one, so I was already feeling pretty frustrated. Lenovo did let me buy the new laptop at a slightly reduced price, but it still ended up costing more than the original purchase. If I had known that I couldn't reroute the package, I would have just had my family at the original address ship the old laptop to me. It would have been way cheaper.

But, that's not even the worst part. It took Lenovo weeks to refund me for the original purchase. I didn't get my money back until January 30th, which was over a month after I bought the laptop on December 22nd. And, I had to contact Lenovo multiple times to get them to actually issue the refund. When they finally did, it was for less than what I had actually paid. I never got the full refund!

To top it all off, Lenovo deletes any reviews on their website that focus on customer service instead of the product itself. So, you can't even trust the ratings on their site. It's just not a good look for a company to treat their customers like this.

I recently bought a Lenovo laptop from their website and received it on November 29th, 2021. I was excited to start using it and was happy with its performance until one day, a year and 15 minutes later, a piece of plastic fell off from the hinge area. I didn't think much of it at first, but to my dismay, the laptop started to disintegrate slowly but surely. It became so bad that I had to tape it into a plastic bin just to keep it somewhat attached. It's not the most comfortable thing to use, but it still works well.

I contacted Lenovo to see if they could help me out, but since it was 'out of warranty', they refused to do anything for me and referred me back to Best Buy, where I had purchased the laptop online. I was disappointed and frustrated, especially since I had taken good care of the laptop and it had never been abused or mishandled. I had to fight Covid over Christmas, but I was finally able to visit Best Buy in early 2023. They were shocked to hear that Lenovo had done nothing but pass the buck.

Recently, Lenovo reached out to me for some background information. I provided them with everything they asked for, but each time I did, they asked for more details. It was like a never-ending cycle of requests for more information. Luckily, I had kept all the documentation they asked for, but now they seem to have 'ghosted' me. I'm in my late 70s and take very good care of my equipment, so it's frustrating to see a laptop fall apart in just 12 months.

I paid $850Cdn for this laptop, and it's disappointing to see it fall apart like this. I've attached a photo, but it doesn't really do justice to the extent of the damage. I hope Lenovo can do something to help me out, but as of now, I'm not very happy with their customer service. #LENOVOSUCKS

Lenovo is a company that seems to be from another country. If you need any kind of customer service, you will be calling to other countries and speaking to non-native English speakers. It can be a bit frustrating and you may feel alone and victimized because they will promise you results and break those promises. You will be told to wait 24 to 48 hours every 24 to 48 hours. It can be hard to fight back because they are far away and cannot be touched. They will seem so kind, yet they will snicker to their coworkers as they attempt to flatter you.

Many people before me have tried to get a refund and are still waiting. It wasn't even me that canceled the order. It was my sales rep who entered it wrong the first time, causing him to create a new quote which I eagerly converted to a second order. The next day I noticed I had been charged a hefty sum twice! I am broke now and they refuse to give me a shipping label to even return the product. They don't refuse, really, they just keep promising it will come in 24 to 48 hours. Everyone who has dealt with them knows about 24 to 48 hours, an endless purgatory in time.

If you choose Lenovo, you must know in your deepest being that that is what you want. Because you literally will never see that money again. However, I must say that their products are of good quality. I have been using my Lenovo laptop for a few months now and it has been working great. The speed is fast and the graphics are clear. I have not had any issues with it so far.

Overall, I would recommend Lenovo for their products, but be aware that their customer service can be a bit frustrating. If you do need to contact them, be prepared to wait and be patient. It may take some time to get the results you want. But if you are willing to take that risk, then Lenovo is a good choice for a quality product.