Lenovo
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Lenovo Case Number: [protected], SN: PF0QKUXF

Read the emails below. This is unacceptable. I want a resolution asap.

Dear all

I cannot believe I am writing this.

After all these weeks, emails, trips to and from Emax and Jumbo, phone calls. I finally received my new Lenovo Yoga 910.

I have exactly the same issue. This is unbelievable.

This is now clearly a lenovo technical fault with the model. The issue as before, on full charge it shows no more than 4 or 5 hours. In fact, as before every few minutes it jumps from 4hours to 2hours and then back to 4 hours. See photos attached.

My previous experience was that the battery only lasted this length of time which as we discussed is not the battery life that the yoga 910 should have, it should exceed 10hours. When Jumbo replaced the battery last time it did last significantly longer 10 hours plus BUT the pop up that told me how much battery life was left would constantly jump from saying 10hours one minute to showing 4 hours the next.

This is completely unacceptable experience from my part from Emax for selling such a product and Lenovo for not rectifying whatever software issue this is with the model.

I am now left again, without any means to work properly, spending my weekend upset writing this email and no doubt with another month of calls, emails and trips to resolve this.

I need a laptop that has the proper battery life AND one which I can rely on to tell me accurately how much battery is left

What on earth is the solution to this? Who is going to take responsibility? When will I have a laptop with the proper battery life. I'm concerned that if this is the quality of lenovo that later on I will continue to experience problems.

I'm emailing consumer writes to make a formal complaint and will connect with senior representatives of both lenovo and emax on LinkedIn.

I travel again with work on Sunday and yet again I have no laptop to bring with me.

Hannah
+[protected]

From: Supervisor IT
Sent: Wednesday, October 4, 2017 3:28 PM
To: Ibrahim Aygün
Cc: h.[protected]@hotmail.co.uk
Subject: RE: Lenovo Case Number: [protected], SN: PF0QKUXF [ ref:_00Dd0dz2o._500b01GPcCJ:ref ]

Dear Team,
The below unit is waiting for the motherboard .We will update the ETA soon

Shinoj Babu | Supervisor
Jumbo Electronics Co. Ltd (LLC) PO Box 25873 Dubai UAE
T +[protected] EXT 435| F +[protected]| email Supervisor.[protected]@jumbo.ae
www.twitter.com/JumboWorld | www.facebook.com/JumboWorld
Jumbo Electronics (@JumboWorld) | Twitter
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The latest Tweets from Jumbo Electronics (@JumboWorld). Pioneer in the field of Consumer Electronics. Dubai, UAE

Corporate website: www.jumbocorp.com | Buy online at: www.jumbo.ae
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In case you wish to know more details, please write to Jumbo Support (service.[protected]@jumbo.ae)

-----Original Message-----
From: Ibrahim Aygün [mailto:[protected]@lenovo.com]
Sent: Wednesday, October 04, 2017 2:37 PM
To: Supervisor IT; h.[protected]@hotmail.co.uk
Subject: Re: Lenovo Case Number: [protected], SN: PF0QKUXF [ ref:_00Dd0dz2o._500b01GPcCJ:ref ]

Dear Jumbo,

Please provide us an update on status of subject serial number.
Kindly confirm once the unit is fully repaired and tested running as designed.

Thank you and kind regards,
Ibrahim.

Ibrahim Aygün
Customer Relations Case Manager
Lenovo Technical Services

--------------- Original Message ---------------
From: hannah matta [h.[protected]@hotmail.co.uk]
Sent: 03/10/2017 15:09
To: supervisor.[protected]@jumbo.ae; [protected]@lenovo.com
Cc: [protected]@lenovo.com; imran.[protected]@landmarkgroup.com
Subject: Re: Lenovo Case Number: [protected], SN: PF0QKUXF [ ]

I'm still waiting for news on my laptop and it's been over 48 hours.

I cannot work without my laptop and need it back asap in full working condition.

Sent from my iPhone

On Sep 28, 2017, at 12:11 PM, Hader Attia wrote:

Dear Ms. Hannah,

Thank you for your mail.

Please be informed that units are not delivered to Lenovo for repairs. Service provider communicates with Lenovo’s engineers upon receipt of a unit. This is the standard procedure when a unit’s repairs are escalated to Lenovo’s in house engineer.

Thank you for your understanding and co-operation.

Please inform me when you have dropped of your unit to JUMBO for me to follow up on your unit’s repairs.

I shall be following up on your complaint until confirmation of unit repairs.

Please do not hesitate to contact me in case of any further assistance and/or inquiries.

NB: Please reply "to all" on this mail (if/when needed).

Regards,

Hader Attia
EMEA Customer Relation Case Manager

Customer Relation Team

Lenovo Egypt

[protected]@lenovo.com

Lenovo.com
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From: hannah matta [mailto:h.[protected]@hotmail.co.uk]
Sent: Wednesday, September 27, 2017 20:42
To: Hader Attia
Cc: SFDC-CMT; Imran Basha
Subject: Re: Lenovo Case Number: [protected], SN: PF0QKUXF [ ]

No this is not what I was told by jumbo when i collected my laptop.

I asked to speak to the manager and he explained with the battery replaced the issue was software and they couldn't fix it. I do not have time to waste giving it back to them for them to sit on it for two weeks then hand it over to Lenovo.

Last time jumbo was meant to fix it the problem statement on the firm was given back to me along with the laptop, they told me it was fixed and it was clearly evident upon opening it and reading the problem statement it was not.

Why can't it go directly to Lenovo as I was told?

Sent from my iPhone

On Sep 27, 2017, at 7:05 PM, Hader Attia wrote:
Dear Ms. Hannah,

Please be informed that your unit’s faults has been escalated to Lenovo and hence, escalated internally within JUMBO. Your unit shall be assessed by JUMBO’s higher level engineers. If they can not replicate and rectify your unit’s faults, they will refer to Lenovo’s in-house engineers in Dubai for assistance and guidance for repair of your unit.

I hope this information is of use to you.

Please inform me when you have dropped of your unit to JUMBO for me to follow up on your unit’s repairs.

I shall be following up on your complaint until confirmation of unit repairs.

Please do not hesitate to contact me in case of any further assistance and/or inquiries.

Striving to better your experience with Lenovo always.

NB: Please reply "to all" on this mail (if/when needed).

Regards,

Hader Attia
EMEA Customer Relation Case Manager

Customer Relation Team

Lenovo Egypt

[protected]@lenovo.com

Lenovo.com
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From: hannah matta [mailto:h.[protected]@hotmail.co.uk]
Sent: Wednesday, September 27, 2017 17:00
To: Hader Attia
Cc: SFDC-CMT; Imran Basha
Subject: Re: Lenovo Case Number: [protected], SN: PF0QKUXF [ ]

I'm confused though because when I collected my laptop from Jumbo last week they told me they couldn't fix it further it was a software issue hence why I was out in touch with you.

Why are they now fixing it a second time?

Sent from my iPhone

On Sep 27, 2017, at 6:47 PM, Hader Attia wrote:
Dear Ms. Hannah,

Thank you for your mail.

Your mail has been forwarded to our service partner JUMBO, and I have instructed them to confirm unit repairs prior to releasing the unit back to you.

Kindly attend to JUMBO for drop off of your unit and please state to the reception desk that your case has been escalated to Lenovo under the following reference#: [protected]

I shall be following up on your complaint until confirmation of unit repairs.

Please do not hesitate to contact me in case of any further assistance and/or inquiries.

Striving to better your experience with Lenovo always.

NB: Please reply "to all" on this mail (if/when needed).

Regards,

Hader Attia
EMEA Customer Relation Case Manager

Customer Relation Team

Lenovo Egypt

[protected]@lenovo.com

Lenovo.com
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From: hannah matta [mailto:h.[protected]@hotmail.co.uk]
Sent: Wednesday, September 27, 2017 16:30
To: Hader Attia
Cc: SFDC-CMT; Imran Basha
Subject: Re: Lenovo Case Number: [protected], SN: PF0QKUXF [ ]

I've sent you two videos of the issues I gave with my laptop.

If I take it back to jumbo I go to the service centre and ask for whom?

This must be fixed I cannot work on it, I'm trying every day because I'm busy and can't be without it but it's awful. I'm in meetings trying to go between documents the whole thing keeps freezing and multiple times a day I have to shut down with the power off button.

I will bring it st the weekend.

Sent from my iPhone

On Sep 27, 2017, at 11:09 AM, Hader Attia wrote:
Dear Ms. Hannah,

Thank you for your mail.

You complaint case was logged via our authorized service provider JUMBO. Kindly drop off the unit to JUMBO. JUMBO are aware of your case, and I have flagged your complaint with high priority investigations and repairs.

I can not, at this point of time, confirm to you the duration of repairs.

Please inform me when you drop of your unit to JUMBO, and I will follow up accordingly with them to ensure your unit repairs are completed to the fullest.

Thank you for your understanding and co-operation.

I shall be following up on you complaint until confirmation of unit repairs.

Please do not hesitate to contact me in case of any further assistance and/or inquiries.

Striving to better your experience with Lenovo always.

NB: Please reply "to all" on this mail (if/when needed).

Regards,

Hader Attia
EMEA Customer Relation Case Manager

Customer Relation Team

Lenovo Egypt

[protected]@lenovo.com

Lenovo.com
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From: hannah matta [mailto:h.[protected]@hotmail.co.uk]
Sent: Wednesday, September 27, 2017 05:43
To: Hader Attia
Cc: SFDC-CMT; Imran Basha
Subject: Re: Lenovo Case Number: [protected], SN: PF0QKUXF [ ]

So I buy a brand new machine take it to be fixed two weeks later I have to bring it back to be fixed again. You really know how to deliver superior service, I will make sure everyone knows what a joke Lenovo is.

Now to fix my machine. Where am I expected to bring it to this time? My point of purchase as you keep referring me to or somewhere else as this is now being dealt with by Lenovo?

How long can I expect you to inconvenience me for? When will I get it back?

My issues need to be clearly understood so I do not receive the machine back with the same problems. To be told the same once again about warranty terms and process.

I would also like to have the email and telephone number of your manager and complaints department asap.

Sent from my iPhone

On Sep 26, 2017, at 8:35 PM, Hader Attia wrote:
Dear Ms. Hanna,

Thank you for your mail.

Please be informed of Lenovo warranty terms and conditions which state the following:
Customer Responsibilities for Warranty Service:
- backup or secure all programs and data contained in the product
- remove all data, including confidential information, proprietary information and personal information, from the product or, if you are unable to remove any such information, modify the information to prevent its access by another party or so that it is not personal data under applicable law. The Service Provider shall not be responsible for the loss or disclosure of any data, including confidential information, proprietary information, or personal information, on a product returned or accessed for warranty service

What this Warranty Does not Cover:
- uninterrupted or error-free operation of a product
- loss of, or damage to, your data by a product
- any software programs, whether provided with the product or installed subsequently

Your unit’s warranty is: Customer Carry-In Service Under Customer Carry-In Service, your product will be repaired or exchanged after you deliver it to a designated service center at your risk and expense. After the product has been repaired or exchanged, it will be made available to you for collection. If you fail to collect the product, the Service Provider may dispose of the product as it sees fit, with no liability to you.

Lenovo does not provide any temporary replacement units during warranty repairs duration. Unfortunately, your request for a temporary unit during repairs of your product can not be met.

I do understand your frustration with this issue you are experiencing and I'm sorry for the inconvenience this has caused you.

Our warranty extend offer and repair approval request still stand.

Please let me know when I can arrange the repair for you.

Alternatively, for other resolution options, please feel free to turn to your point of purchase

Regards,

Hader Attia
EMEA Customer Relation Case Manager

Customer Relation Team

Lenovo Egypt

[protected]@lenovo.com

Lenovo.com
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From: hannah matta [mailto:h.[protected]@hotmail.co.uk]
Sent: Tuesday, September 26, 2017 04:27
To: Hader Attia
Cc: SFDC-CMT; Imran Basha
Subject: Re: Lenovo Case Number: [protected], SN: PF0QKUXF [ ]

Hader, quite frankly having the warranty extended does not help me or go anyway to assure me that I invested in the right product.

I bought a new laptop I use it every day for work. A few weeks back I had to wipe EVERYTHING off the machine which is time consuming and frustrating. I borrowed another laptop to use while mine was being 'fixed' now you want me to hand it over AGAIN wipe everything AGAIN and what will I use for work while your 'fixing' it this time?

I need a laptop to use while you fix mine what can you do about that? I do not want to take time out driving back and forth and wiping laptops of all information, what can you do about that? Will someone collect the laptop from me? Drop me a replacement and then bring it back when it's fixed? After what I paid for a new machine why should I be at such an inconvenience. This is not proper or professional or what would be expected from Lenovo.

Holiday or not it is now over one week since I raised these issues with Emax and I already visited them and the jumbo centre twice last week to say I'm fed up is an understatement.

Sent from my iPhone

On Sep 25, 2017, at 10:44 AM, Hader Attia wrote:
Dear Ms. Hannah,

Thank you for your mail and please excuse any delayed reply due to bank holidays.

As previously stated, Lenovo warranty terms and conditions oblige Lenovo to attempt repairs of a product during warranty validity period. Upon failure to do so, a replacement request can be investigated upon. This is not the case in this situation.

We would kindly request of you to allow us to investigate and repair your unit’s fault. Lenovo shall flag your unit’s repairs with high priority with our service center to ensure all your reported faults are evaluated and repaired.

I do understand your frustration with this issue you are experiencing and I'm sorry for the inconvenience this has caused you.

As a good will gesture from Lenovo, we would like to offer you a 3 month warranty extend as a compensation.

Please let me know when I can arrange the repair for you.

Alternatively, for other resolution options, please feel free to turn to your point of purchase.

Pending your reply for further actions.

NB: Please reply "to all" on this mail (if/when needed).

Regards,

Hader Attia
EMEA Customer Relation Case Manager

Customer Relation Team

Lenovo Egypt

[protected]@lenovo.com

Lenovo.com
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From: hannah matta [mailto:h.[protected]@hotmail.co.uk]
Sent: Sunday, September 24, 2017 10:56
To: Hader Attia
Cc: SFDC-CMT; Imran Basha
Subject: Re: Lenovo Case Number: [protected], SN: PF0QKUXF [ ]

My laptop is still not fixed and I've still had no reply to my email.

Who is responsible for this Lenovo or do I go a black to emax. This is not ok!

Sent from my iPhone

On Sep 18, 2017, at 5:34 PM, Hader Attia wrote:
Dear Ms. Hanna,

On behalf of Lenovo, I would like to apologize for the problems you've been having with your Lenovo device and the inconvenience that this has caused you.

However, please allow me to refer you to Lenovo’s warranty terms and conditions (available at: https://urldefense.proofpoint.com/v2/url?u=https-3A__support.lenovo.com_us_en_documents_ht100140&d=DwIFaQ&c=vsI5PGT0uRF0lsg7XzpUOQurPQNIBhEW54Y1C2lcBvg&r=uzJXBnDUwQitcrQCJi30FbhmdlWfOwmMjRB28zmpsKg&m=fAOoYMvopV6U0fFriiBW8_5UZbIBUMOiobVce4oMjEg&s=ahkLgulU9gfpzQGitSSeEZwfFsEzq3DtKW9j5a4ckIM&e=), that state that Lenovo is obliged to attempt unit repairs during the warranty validity period. Upon failure to do so, a replacement option can be investigated upon.

This is not the situation in this case based on the service history of your unit. Accordingly, your request for a replacement can not be met.

Please note that you have agreed to the Lenovo Limited Warranty Terms and Conditions by purchasing Lenovo machine. We are, at this point able to repair your machine.

Please let me know when I can arrange the repair for you.

Alternatively, for other resolution options, please feel free to turn to your point of purchase.

NB: Please reply "to all" on this mail (if/when needed).

Regards,

Hader Attia
EMEA Customer Relation Case Manager

Customer Relation Team

Lenovo Egypt

[protected]@lenovo.com

Lenovo.com
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From: Hader Attia [mailto:[protected]@lenovo.com]
Sent: Monday, September 18, 2017 15:31
To: h.[protected]@hotmail.co.uk
Cc: Hader Attia
Subject: Lenovo Case Number: [protected], SN: PF0QKUXF [ ]

[https://urldefense.proofpoint.com/v2/url?u=http-3A__lenovoemea.force.com_technicalsupport_servlet_servlet.ImageServer-3Fid-3D015b0000002nCfb-26oid-3D00Dd0000000dz2oEAA&d=DwIFaQ&c=vsI5PGT0uRF0lsg7XzpUOQurPQNIBhEW54Y1C2lcBvg&r=uzJXBnDUwQitcrQCJi30FbhmdlWfOwmMjRB28zmpsKg&m=fAOoYMvopV6U0fFriiBW8_5UZbIBUMOiobVce4oMjEg&s=AhHMByH_DxNprnpUIABB8mJpFzi18KULxDPMsU633h4&e=]
Dear Ms. Hanna .,

My name is Hader Attia; I am Customer Relations Case Manager with Lenovo, for EMEA region.

The case regarding the below machine has been assigned to me for a resolution:
Serial Number: PF0QKUXF

I am currently investigating the background of the case. We strive to contact you with a resolution proposal on average in two to three business days.

Thank you and Kind regards,
Hader Attia
EMEA Customer Relations Case Manager
Lenovo Technical Services

If you have any further questions, please respond to this email.

(Please keep this ID when replying.)
[https://urldefense.proofpoint.com/v2/url?u=http-3A__lenovoemea.my.salesforce.com_servlet_servlet.ImageServer-3Foid-3D00Dd0000000dz2o-26esid-3D018b000000VS0Jk&d=DwIFaQ&c=vsI5PGT0uRF0lsg7XzpUOQurPQNIBhEW54Y1C2lcBvg&r=uzJXBnDUwQitcrQCJi30FbhmdlWfOwmMjRB28zmpsKg&m=fAOoYMvopV6U0fFriiBW8_5UZbIBUMOiobVce4oMjEg&s=Z5dQzcE4TTMgthnVW5OW_WtFvCgooprhwgYOIDdUFus&e=]

******************************
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Bought a Lenovo FLEX 3 and the motherboard died before a year of owing it - Warranty expired within just 6 months... how convenient for them... product cost me a lot of money just to have a very expensive paper weight now... - When I contacted customer service they couldn't even just send me the part, "nothing they could do" That will be the last Lenovo product I ever buy.

Lenovo tech:

*told me to get a new power cord
*"set the reset, " said another
*change the battery said another -it's embedded

-Took it for repair and the motherboard is fried. Now I have a 4K, touchscreen, i7, backlit doorstop. Cost to fix $520. I might as well buy another Lenovo if I were going to that. . .I still have the very original 910 and it runs like a dream. What's up with this trashy 910? Quick buck? It is all over the net that the 910 is a Lemon which doesn't speak well for its successors. They think its their chargers, they soon discover it's the motherboard

Good business and general morality says the 910 should be recalled or that we should be given rebates as a sign of good faith.

Sincerely,

Dr. Donald C. Smith, Professor of Communication, Film & Media, University of New Haven 300 Boston Post Road, West Haven, CT 06516

Dear Lenovo Group:

Let me first thank you for your generally outstanding hardware. Unfortunately there are a number of unresolved issues with the ThinkPad OneLink Pro Dock (ASM SD20J15527) sold with an X1 Carbon (Type 20BS) under Order # [protected] (see attached photos).

Efforts to resolve the matter through your technical support department have been unsatisfactory. I would be happy to elaborate if you should wish. As discussed with the most recent agent who advised that my opportunity to exercise a return of this unit lapsed at 21 days (Case # 404PT2Q), small claims court may now be the most appropriate option; however, I would prefer that you simply honor the applicable warranty pledges outside of litigation.

The following problems were present at delivery and have persisted despite the most current driver and firmware updates:

(1) USB devices (e.g., a USB keyboard or mouse or a USB "memory stick") plugged into the OneLink Pro Dock are (apparently) not recognized on the X1 Carbon
(2) External speakers plugged into the OneLink Pro Dock audio jack are (apparently) not recognized on the X1 Carbon
(3) Although per the product description (https://support.lenovo.com/us/en/solutions/pd029981) the network throughput should be "Gigabit Ethernet" (i.e., 1000 Kbps), the Task Manager registers "100 Kbps" (see attached photo).

The OneLink Pro Dock itself appears in the Device Manager as a network adapter (see photo) and a MAC address matching the sticker on the unit is present by a command prompt "ipconfig/all" report ("ThinkPad OneLink Pro Dock Giga Ethernet [¶] Physical Address: 00-50-B6-C7-C8-22"), so it is clearly connected to the computer.

Even if you would not consider the 4-year warranty itemized on the Order Summary to apply to the Pro Dock, your above-referenced Product Description identifies a "3 year - Customer Replacement Unit (CRU) Service." If you stand by this product, please send a warranty replacement and I will promptly return the nonfunctional unit. However, the phenomena I have catalogued are apparently commonplace as reflected in numerous reviews and blogs. I thus suspect that this is an issue of a defective series rather than a faulty unit. If there is now a replacement product that actually functions as advertised, I would invite you to send me the upgraded version. If you prefer to accept a full return, please issue an authorization.

I set as a deadline Friday 9/29/2017 for a meaningful response from you.

Sincerely,
John Hackert

My Lenovo p2a42 Smartphone Touch is broken, Just a small hit on the wall, No more damages just a small single crossed line in right corner, no other cracks, and the touch is complete dead
I go to the lenovo Authorised Service centre and the told me your warranty is void because your phone touch has a small line, i bought the devise just 11 days and the problem is occured i think this is manufacturing defect because just a small hit cause to completely dead the display, any the told the reparing cost is about 7200,

I purchased Lenovo A1000 smart phone on the 8th of May/2017
Serial No : [protected]
Since i bought the phone, the battery dies so quickly..it remains for an hour and half, and then i have to recharge it again.
I bought it from saudi arabia, and they refused to change my battery, or fix it even tho the phone is still under warranty..and when i had to fight with the customer representative, he told me that he would take the phone but it will take him 3 month to fix, even though its only the battery that is the problem and not the phone itself...i had this phone for only 5 months and i cant even use it, and i can replace it, and i cant fix it...this is completely unacceptable from a reputable brand like Lenovo.
I will leave Saudi Arabia soon and i have to head to Egypt, and i wont be able to wait for 3 months just to get a battery replaced!

I purchased a Lenovo ideapad 310-15ISK and after five months of use it become very slow, unresponsive and cud't open web pages.I call Lenovo tech support and over the phone we did a factory reseting, and said to tested and call if problem persist. I call next day with same complaint and they gave me a ticket number to send it to their repair depot, but i had to pay one way shipment. It return worst that it left, i call again and they escalated the case to a manager for a replacement. Manager email me and said Lenovo policy did not allowed replacement and to send it again to repair or take it to Best Buy!
I send it for the second repair, it return with same problem, because all they did was a factory reseting and a update to current drivers. The case was escalated 3 times with no other answer than to send it to Best buy or again to Lenovo tech support to repairs. I will not send it again, it is a gimmick, they will not repair the real problem with is the hard drive and i'm risking the computer to brake during shipment or being keep at their depot and lost, like happened to other people.Im taking the computer for a free test at Office Max and corroborate the problem the CPU has to see how much will the parts repair cost. Is any lower up to review the complaint hundred of Lenovo costumers have? This is clearly a computer lemon law class act, and a warranty breach.

07/18/2017
The Lenovo Flex I bought has Windows Version 10, (it came pre-installed and I cannot uninstall it unless I buy a new OS according to Lenovao) . They made me feel like it was my fault and Windows 10 that was the problem. I use it as a personal laptop when traveling. It will not connect to many known hotel networks. My business laptop running Windows 7 and my iPhone have no problem. Even using my iPhone as a hot spot the Lenovo does not connect.
After many frustrating months of this exhausted all of Lenovos's on-line support fixes and contacted them directly. It took six different support departments to get the proper support and I was told unfortunately I was two months out of warranty and it would be $99.00 to support me and no guarantee it would fix the problem. Suggested a year support contract, sounds a little fishey to me.

Needless to to say this is the first and last Lenovo laptop I will purchase (if anyone would like to buy a used flex leave me a msg) and will let all the people I see on a global bases not to purchase this device or devices with windows 10.

[protected]@yahoo.com

The issues caused by this device have never been resolved permanently.

Sequence of events:
1. I ignored the negative reviews regarding Wi-Fi issues and purchased an Ideacentre Stick 300. The device was purchased from Best Buy on 10 March 2017. Original serial number was YF002XKS.
2. The device was installed at my home, connected to a Samsung TV
3. The device was occasionally losing wi-fi signal. All drivers were updated. Windows was updated. Other than that, the device did not have any other issues
4. In early May 2017, the wi-fi issue started to happen more frequently and I called the support center for a resolution. I was advised to ship the device to your Kentucky repair center. The call center agent promised for a permanent resolution.
5. I shipped the device to Kentucky on 02 May 2017.
6. I received a USED replacement device with a factory serial number YF002EBM and a fake serial number sticker with serial number YF002XKS on 10 May 2017.
7. I installed the replacement device. It was never able to catch the wi-fi signal at all. I called the call center and they wanted me to reset the device fully. I reset the device to achieve nothing. Then, the call center agent offered me a refund. He said he would escalate the issue to a case manager
8. The case manager (XXXX) reached out to me and wanted me to e-mail the original receipt on 19 May 2017.
9. I sent the original receipt to Xxxx via e-mail on 19 May 2017.
10. I have not heard back from Xxxx and I called the call center to escalate the issue on 24 May 2017.
11. Upon being ignored continually, I sent another e-mail to Xxxx, asking her to respond on 26 May 2017.
12. Upon being ignored again, I sent another e-mail and left a voice mail to Xxxx, asking her to respond on 30 May 2017.
13. Upon being ignored again, I was able to find Xxxx in the office (She answered my call) and I talked to her.
14. On 01 June 2017, Xxxx sent me an e-mail, told me that she requested the refund. Escalation case number was [protected].
15. On 03 June 2017, I bought a brand new LENOVO laptop (i3) from Best Buy, expecting that the refund would be processed.
16. LENOVO LIED TO ME ONCE: On 06 June 2017, Xxxx reached out to me and stated that there should be at least one repair attempt before the refund is issued, while actually, there was already one attempt. And she said “It's possible once they get it, they won't be able to repair it. If that happens, we will then be able to go with a refund for sure.”
17. I explained Xxxx that;
a. it was the call center agent who offered a refund to me. It was not me who demanded a refund
b. there was one prior attempt to repair the device, already
and waited for a response
18. On 09 June 2017, Xxxx sent me an e-mail stating that the refund was not approved, upon her conversation with the management. I said “OK. I will ship it again”. I totally understood that Xxxx just did not want to argue with her manager. Instead, she wanted to argue with the customer.
19. I received a HUGE box, primarily used to ship "all in one" devices. I returned the replacement Ideacentre Stick 300 in this HUGE box to Kentucky, this time with the original LENOVO (Black, shiny) box (Or carton if you will). Why? Because I wanted to return all the parts as I was almost sure I would receive a refund, on 10 June 2017.
20. I received another USED replacement device with another fake serial number sticker on the device, this time blocking the vents. I did not receive the original carton that I have shipped to Kentucky.
21. I called the call center and they told me that they would not return the carton.
22. I decided to contact Better Business Bureau upon no resolution.
23. Sssss Eeeee contacted me to tell me two things:
a. LENOVO LIED TO ME AGAIN: No refund will be processed, although Xxxx told me that a refund would be processed FOR SURE if there is no resolution. So, he wanted me to ship the device to Kentucky again for a repair, if I still have an issue
b. Kentucky should have never used a FAKE serial number sticker.
24. On 27 June 2017, I returned the i3 Laptop that I bought. Best Buy had absolutely no fault in it.
25. On 28 June 2017, I installed the device. This time there were no wi-fi issues. However, the device was showing a fully dark blue, or fully green, or fully light blue screens in all pixels. It was not my TV, because when I unplugged and re-plugged the HDMI cable, the problem was still there.
26. On 29 June 2017, I shipped the replacement device back to Kentucky
27. On 12 July, I received ANOTHER replacement device with a FAKE serial number sticker, blocking the vents. I e-mailed Sssss and asked whether he wanted me to use it with the vents blocked, or remove the sticker, or return it to Kentucky again.
28. Ssss, on 13 July told me to “Please remove the portion of the sticker that is covering the vent and try to use the stick. Let me know your results”
29. I followed the direction to remove the part of the sticker blocking the vent. The device worked with no problems for two days, continuously.
30. On 15 July 2017, when I got up on Saturday morning and checked the device, I saw a blank screen but not an absolute darkness. It was sending a signal to the HDMI (My TV was not displaying an error) but there was nothing on the screen. It was not a sleep or "Turn the display off" deal. Why? Because I did not have this issue on Thursday and Friday. Also, moving the mouse, touching the keyboard, unplugging and replugging the HDMI cable did not help. Moreover, a brief touch to the power button did not help, either. I needed to press the power button for a few seconds to do a hard reboot, unfortunately. After rebooting, I checked the logs and I could not see any error that was logged by Windows (Other than the fact that I had to do an unexpected reboot with no proper shutdown). Needless to say, the first thing I did was to update the Windows, drivers, etc. to the latest release, as suggested by the device. So, there is nothing else to update now. And then, about 10 minutes after the reboot, I saw that the screen turned into a full green. I unplugged and replugged the HDMI cable, nothing changed. The exact same problem. So... Two problems this time.
31. I reported the problem to Ssss on 15 July 2017
32. On 17 July 2017, Ssss stated that he would make the request and only have the shipping label email to me to speed up the process and since they do not have small boxes for shipment.
33. As of 17 July 2017, I still did not receive any shipping label email

Purchased the Chromebook at local store Jul, 2016. Keyboard not working. Called - provided serial number and date of manufacture (6-3-16) from the machine (sent photo). Was told its 3 month warranty, at time of purchase was told 1 year warranty so they need to see my actual receipt. Got that sent it over - told that warranty expired 11-13-16 but was only 3 months. 1 Year Base Warranty for their products does not apply. No one has part number, so I can attempt to get the keyboard elsewhere. On the last call I was advised that each product has its own warranty which is dependent on the serial number and/or the price paid for the item. To clarify that means that two of the same product are likely to carry different warranty based upon the serial number. Insane! Will NEVER purchase another Lenovo product and am posting about this everywhere, consumers should know this BEFORE making a Lenovo purchase. There are too many reputable companies who provide a Warranty Policy and honor it.

When I bought a Lenovo YOGA Tab 3 in London on the 1st of June 2017 from Argos in Wimbledon (slip attached), I was assured by the guy behind the till that it carried an international warrantee. "All Lenovo products do, just keep the slip".

So, I believed him and bought it.

On the 12th of June (1, 5 weeks later) my tablet screen froze. I was in Washington DC at the time.

I was flying back to South Africa the following day, so I decided to sort it out when I got back home to Port Elizabeth.

I found that Lenovo contracts with a company called PartServe for their product repairs in South Africa. I phoned PartServe on the 19th of June 2017 and spoke to Thealinda who informed me that there is no international warrantee for the Lenovo YOGA Tab 3 and whatever repairs that they do would be for my account.
Naturally, I told her that this tablet was only a few weeks old and I am not prepared to pay for any repairs. Thealinda suggested that I bring the YOGA into them and she would see what they could do to “help me”.

I dropped the YOGA Tab with them the following day.

On the 21st of June 2017, Thealinda phoned me to get the original e-mail and password that I used to set up the tablet in London. I gave her the details but the tablet would not accept the e-mail and password.

They kept the tablet to "try something else".

Yesterday 6th July 2017, I phoned Thealinda get an update and was told that they have not managed to sort the problem. I was once again informed that anything that they do will be charged.

I told her that I am not prepared to pay for any repairs and that I will collect the faulty tablet next week.

She phoned me back to tell me that she was going to speak to PartServe’s management in Johannesburg to see what she could organise.

This morning she informed me that there is nothing that can be done as the operating system is an UK operating system and that the tablet will not work with a South African operating system. They cannot get hold of the UK OS.

The only thing that I can do with it is place it in the recycling garbage heap.

I could well understand if this product had been obsolete but after 3 weeks?

I brought this mobile phone in may 2016, after 6 month mobile creates problems(over heating, finger print scanner, network data automatically off & automatically turn off/ON ). I went service center for repair this problem, service center repaired my mobile in about 7 to 10 days. Again in April 2017 mobile gets problem of over heating, network data automatically turn off & also mobile gets automatically turn off/ON. This time service center take only one day for repair, Now I went to the service center on 1st June for mobile problem of over heating, data automatically turn off, mobile gets automatically turn off/ON and finger print scanner not working properly or misbehaving. After 28 days my mobile repaired by service center but the problem is not resolved, my mobile warranty period expired on 16th of June 2017 and service center give my mobile on 28/6/2017. I can not go service center for free warranty chickpea for my mobile problem and problem is same.
My lenovo complain no. is [protected] dt.24/6/2017
So, I request you to take necessary action.
Thank you.

I have purchased a lenovo k6 power mobile on 21/05/2017. From beginning i am facing a proble like "no out going voice". As i was not in my house for my job purpose so, i have made an complaint to my retailer after 12 days and he took my phone and submitted to service centre -m.S solution-ste, serampore, hooghly on 05-06-2017.The service centre returned my phone on 12-06-2017 as "fpc replaced".
But the problem not solve yet. Still i am facing " no out going voice" problem.
Kindly replace the phone or arrange to get my money back.

Order was placed for a desktop, order #[protected], on May 22, 2017. I have received two emails advising that there was an "unfortunate" delay in shipping the order. The expected ship date is now JULY 10, 2017! How is that even remotely acceptable?

This is ridiculous and unacceptable. Your inability to deliver this product has permanently affected our use of Lenovo as a prime supplier for the company. We have been using IBM/Lenovo for over 15 years and this is just a shocking experience.

How are you going to fix this? Right now we are a very unhappy customer and will not use Lenovo again.

Dear Sirs,
I bought my Lenovo k6 note k53a48 (IME1 : [protected] - IME2 : [protected]- HBOSGW7H) on February 17th​, 2017 from Mobile Shop store in Alexandria. Since then I've been having a few problems: on the first week some of the applications' icons disappeared, and when I returned to the store they told me that maybe one of the applications was incompatible with the others, so they advised me to perform a factory reset on my phone, so I did. The phone worked properly for some time and then the problem started again, so I did the same (returned the phone to a factory reset), and later the phone began restarting by itself, freezing and restarting automatically, flashing the light up and down automatically, and application icons disappearing.
On May 21st, 2017, Jovitronix agent at Smouha, Alexandria received my phone and delivered to me a receipt with the number 071491. I expected a call once they had repaired the phone, but unfortunately they haven't called since then. Today I left my work early and went to the agent to get back the phone, but unfortunately I learned that the phone board & speakers need to be replaced and the phone will take more time to be repaired.
I think this is unacceptable by any standards.
Thank you for your time.
Regards,
Ahmed Z. Mahfouz.

I had purchased a Lenovo laptop -Y50 - 70 (CB36190336) on 3rd Dec 2015 from Amazon which was covered under international warranty. The moment it got to me I witnessed an issue of the screen flickering which was a manufacturing defect. Since then I've had the laptop submitted in the lenovo authorised service center of Bangalore (LENOVO EXCLUSIVE SERVICE CENTRE - 1575, 11th Main Road, Aurobindo Marg, 4T block, Jayanagar) at least 8-9 times in the past year and I get the same issue again and again. I have the receipts and details of each instance. I have not been able to use the laptop to its potential ever since i bought it. Moreover I have to go through the tiring process of removing my personal data before giving it in each time. This is the pathetic experience of Lenovo's products and services.

Even after giving so many verbal warnings to the service center officials, I haven't got any redressal. Lenovo takes consumers for granted and try to mislead them till the time warranty expires and then say nothing can be done now. I even paid extra to get the warranty extended for two years because I didn't want to hear this.

My biggest mistake was to trust in Lenovo and buy a Lenovo product, which I will never ever do in future. Being a UX Designer & UI Developer, laptop is of utmost importance to me. It has affected my profession and has harmed me extensively. I had to suffer a lot of mental trauma because of this. Since, after so many complaints and warnings Lenovo did not take any action, I'm forced to file a consumer case against them. The consumer complaint number is (#297637).

I have suffered enough for me to trust Lenovo anymore and I would like a compensation for all the hassles, inconvenience, loss and mental trauma that I had to go through because of the defective product provided and the lack in providing resolution to the problems. Even after all this I am ready to give them one more chance (15 days max) to get the laptop picked from my home and get it fixed or replaced. If they're not able to fix it permanently within 15 days or if the issue pops up again, I'll be forced to drag Lenovo to the court of law.

Lenover Company
The Lenovo K6Note was purchased during February 2017 from the agent Juffi Trunix and appeared flawed and was delivered to the maintenance center of Egypt by delivery No. 66354 on [protected] and it was confirmed that the machine will be maintained during the period from 10 to 14 days and so far there is no A reply where the agent does not have the spare parts required and contact more than once and every time the response will be communication and was unable to resolve the problem so far because of the availability of spare parts There are all the melts that have been sent to the agent and did not care to respond completely Please solve the problem with the agent to change the mobile or recover its mobile value.

SR No :- 163G0U
Dear Lenovo team, I recently bought a Lenovo ideapad on 15th April 2017 from exclusive store. After just using 18 days the laptop developed a fault whilst updating. Reported the issue to Lenovo tech support team and ended up speaking with an agent Neeraj. The guy asked me to speak with Microsoft and promised a call back by 7 pm on 29 April afternoon. However agent didn't call up, hence I ended up waiting till Tuesday 2nd may 2017 just to speak with the tech support. I thence spoke with Chandan (SME) from tech support and continued with the trouble shooting steps. As per Chandan I agreed to format my system wiping off the data I had just because of his statement (I.e max duration of 25 mins to complete everything) however took more than 2 hrs to reach 56% and system got stuck between. I couldn't continue troubleshooting that day because of my work and had to continue with the process on 3rd of may. I called the tech support once again and spoke with Chandan to continue with the same process (even though requested him to call me up via email but he still didn't call) and we restored the windows, however as soon as we started updating, the system getting restarted on his own. Having gone through with the process 3hrs (in each day) we finally identified that it's the hard drive failure and Lenovo has sold me a faulty hard drive laptop after all. This is the biggest pain for a customer to have the same faulty Laptop as I had to pay a huge amount to buy that laptop. Now the tech support guys are refusing me to replace the laptop instead they asked to replace the hard drive only whereas it's just 19 days old machine.
1. Lenovo has sold me a faulty hard drive laptop and refusing to replace the laptop.
2. Tech support and customer service remains only from 10am - 7pm Monday through Saturday as it's a real gruelling process to speak and get support from them for one who's working.
3. Customer support is ridiculously bad, as they don't follow any hold procedure neither take permission from customer to put on hold instead they use mute and put majorly around 6-7 mins without keeping customer informed between.
4. They don't hesitate argue with any customer rather they being very intrusive and express themselves instead taking customer's concern.
5. Make fake promises like sending emails or call back and they done get done at all. (Eg. A so called team lead "Pasha" extremely adamant who doesn't even listen to a customer & take personal)
6. Agent do not call up even after receiving email directly from customers and have to give them a call back by going through from zero procedure.
A very painful for a customer to own Lenovo product and not easy to report the issue. Limited options and very uneasy to get someone who's helpful. Being very adamant and no exceptional services like Dell or apple.
Please pull a few calls (Neeraj, Chandan, Pasha & Vijay) to have overview idea about your services. It will remind you that you are still at zero and not customer oriented service at all. Hence kindly help to overwhelm out of this issue.
Thanks.

Hi
My 17 months old smart phone "Lenovo Vibe P1" stopped working, which was give for trouble shooting at their Authorized Service Centre M/s SS Electronics, Opp. Cherma's, Secunderabad.
08.04.2017 - I was asked to pay Rs 200/- towards inspection charges at the time of registering the complaint and balance amount i was supposed to pay while collecting the phone.
11.04.2017: They called me and said the phone has been repaired and asked me to come and collect.
After going there, they promptly initiated the delivery process of giving the phone and about the prepare the bill, meanwhile i tried to switch-on the phone, to my surprise it was not working, when asked the person, he went inside and tried to charge, after some time said it is of no use.
When i questioned them on their confirmation call and not recording remarks on the job-sheet, they tried to boost charge and switched-on the mobile and said there it is a charging problem.
All this looks very funny, they are not even aware of the fault and no reasons were recorded on the job-sheet and ready to bill and deliver.
They have closed the previous job-sheet and again they gave a new job-sheet by saying that it will cost Rs 1500/- for replacing some part.
14.04.2017: They have informed me that it is a mother board problem, which costs 80% of the Phone Cost, hence it is of no use and asked me to take it back.
21.04.2017: Since it is any way not working, i have delayed and taken it back and to my surprise nothing is being recorded on the job sheet, in such case how can one know the facts, even their internal persons are not aware of the reasons, they go to the technician and come out with some reason, which is not acceptable at all.

To sum up Lenovo & Moto Authorized Service Center is being run in such an unprofessional way, where at least 150-200 customers visit every day and imagine even the inspection charges which they are collecting @ Rs 200/- would give them huge revenue and only difference to the road side repair shop is they are providing chairs for sitting, no more than that.
I also have seen an incident, when any customer tries to raise his voice 3-4 employees (including a Lady employee) gear up the customer like goons and try to over power them, which means they are prepared for the defensive attitude, which shows that they are aware of the genuineness of their service.

I sincerely request Lenovo & Moto re-visit their selection process in allotting the franchisee and do periodical review and weed out such unscrupulous franchisees, who have become fat with your Brand and Public Money.

Dear Lenovo,

I am writing you to express my dissatisfaction with a Lenovo laptop computer I bought from Jareer bookstore in Riyadh with the serial number: R90JGG5k.

The laptop was purchased new with a warranty which is still valid.

My first problem was when the laptop started switching off suddenly. So I sent the laptop to Jareer bookstore in Riyadh to solve my problem. They approved to fix it and the repair was covered by device's warranty. Attached below the "service and repair report".

After receiving my laptop back, the problem above was fixed. But on the other hand, I am disappointed because the laptop is not charging and not because of the charger, but because of the laptop itself.

This situation has caused me costs rather than the price i paid for the laptop. Am MBA student and I live in Jordan, it was hard to send the laptop to Riyadh. As well it's hard to wait 2 weeks while the laptop is in the repair department. I am currently upset since this situation is a barrier to work on my projects and sheets.

I never expected that Lenovo products could be so bad. This experience severely damaged my trust in Lenovo products.

I would like to know what are you going to do about this situation?

I look forward to your reply. Please contact me at the below phone number.

Sincerely,
Roa'a Qasrawi
00962-[protected]
Amman,
Jordan