Lenovo

I have one of the Lenovo G570 Laptops.

One can smell bad deals in the details like Lenovo having done a deal with Microsoft to install an Operating System on the hard drive, but NOT giving you a copy of the OS on a DVD, to reinstall it, in case the OS crashed or a new HDD was needed etc...

So since I despise Microsoft with an absolute passion for just being despicably stupid, greedy and unethical and in general - and all their "drop you in a hole" stunts like these, just to trick the consumer into buying ANOTHER copy of the OS, when the installed operating system does go wrong.

I have this philosophy "Microsofts licensing schmicensing - I pay for it - I own it" - and if the OS dies - and I can't reinstall it - if you people in Microsoft want to play more of your never ending dirty deals, then your not working for me..

I wiped the hard drive, and installed Xubuntu Linux... Because I absolutely HATE Microsoft - and I contacted the folks in Lenovo and asked for a refund on the Microsoft OS - and they did NOTHING... no replies... absolutely NOTHING...

Hmmmm predictor of future customer service - you betcha.

Lenovo have a real reputation for giving people a hard time when it comes to being reimbursed for the "Microsoft Tax" on their systems...

My tale of woe started with the fact that I used the "Supervisor Password" - which means No Password = No Booting and No BIOS acccess.

And these passwords are the things that I do remember...

Lenovo / IBM laptops - depending upon which version of the manual / laptop you get... they have up to THREE passwords.

1. The Power On Password.

2. The Hard Drive Password

3. The Supervisor Password.

But mine stopped working - and there have been a few other people commenting in the forums etc., that the CMOS / EPROM chips - like all the other hardware etc., they do have a tendency to take a stop working.

The unit was bricked - and the issue is that they would only fix the laptop by me sending it back to them, to have the motherboard replaced.

At my cost.

Now this was not sooooooo bad, except that I didn't forget my password AND the cost of replacing the mother board, was about $450 for a $650 laptop - with more added onto it for postage and handling.

See I did not agree to the cost of this at all.

Adding in the fact that the postage there and back would take about 2 weeks all up - and then to consider that Lenovo's reputation for totally bad customer service - every step of the way - after having paid for the replacement, they might only take 2 or 3 months to get it back to you - with nothing having actually been done - if you hassle them badly for ages to get it back to you.

See the other complaints in the forums listed at the bottom of the page.

The time factor was not an acceptable issue.

Given that basic MOBO's can be had for $60 new, laptops sell in volume by the millions - paying $450 for a new basic low spec MOBO, I considered that costs were outrageous.

I also considered that the likelyhood of getting the people in Lenovo who really do give the WORST (to non existent) customer service ever - to admit a chip failure was as remote as gassing myself on fresh air.

So the idea of me paying that much money for a NEW motherboard for a crap laptop from a company full of crooks, was "Not likely."

I also asked them if they could send a mother board to the local computer tech for him to replace it - and they said they do not do this - it HAS to be sent back to them for them to do it. Why not? Except for the issue of the cost, It would have meant that my laptop could have been repaired and running in under 3 or 4 days.

They also would not send me out a motherboard, so I could replace it myself.

I NEED an operational PC up and running by the end of the week - not to have my hardware sitting in a warehouse doing nothing for 3 months gathering dust. Read the forums in the links at the end for more of this issue.

Given that the Lenovo people "claimed" that there was NO WAY to RESET the password, and given the fact that they stated replacement of the mother board could ONLY be done through them, this somehow stunk of "scam"...

Something is wrong here... Exclusive trading etc... lots of "secret inhouse goings on"...

Something is going on - and it's not right. I smell a scam. No local sellers (the computer shop I bought it from) replacing the mother board, no sending one out to me... Something is wrong in this picture.

So I began the wonderful journey of hacking the hardware.

You see on a "normal computer" if you forget your password, you can reset the password by shorting out the CMOS memory - with the jumper plug on the mother board - and or pull out the CMOS battery. But laptops get knocked around and jumper plugs would come loose - so laptop makers usually use copper contact pads on the mother board, to short out the CMOS / EPROM chips - thus flushing the password/s from the memory.

However the Lenovo / IBM do not include any "evident" physical means to reset the password - nothing but the lock step "In case of forgetting your password - you MUST return the motherboard to us for replacement of the motherboard."

But I am never one to be taking getting fed what appears to be a massive corporate scam lightly, I found that there were people who had the skills and capabilities and indeed for some models they had the equipment for sale or plans to make readers, to read most of the CMOS / EPROM Chips that were on most Lenovo / IBM models.

http://www.ja.axxs.net/g40.htm
http://sodoityourself.com/hacking-ibm-thinkpad-bios-password/

This was fine except my model was not covered AND if it had of been, it's not exactly cost effective for just ONE laptop - and if my model had of been covered, it gets complicated and possibly pointless buying / building the chip reading hardware for a bad CMOS / EPROM chip...

So I took a long hard look into the internals of my laptop to see abut disconnecting the CMOS battery - and this was soddered into place... Eeeeeh.

Further discovery revealed that the CMOS / EPROM chip is a non volatile - meaning that disconnecting the battery does nothing.

In my dismantling the laptop, when pulling the power supply plug from the motherboard, it was on SO hard that the plug pulled out of the mother board when I tried to disconnect it - thus rendering any further effort futile.

BUT - dear reader I am rather dubious about the whole "your only option is to replace the motherboard" spin, for several rather concrete reasons.

But underneath the hard drive was a sheet of clear plastic film over the motherboard - with a fine spray of adhesive on the under side - making it opaque enough to be difficult to identify anything underneath it...

AND there was an EVIDENCE of TAMPERING sticker stuck across the clear plastic layer.

Uhhhhhhhhhh what a funny place to stick that.

(alarm bells going off)

Further dismantling revealed that this seemingly flat sheet of plastic film had a "U" shaped flap cut into it, that was basically so finely done, it was impossible to see.

Underneath this flap with the tamper evident sticker over it, on the motherboard are THREE sets of JUMPER PADS to short out the CMOS - to reset the password on the CMOS / EPROM chip, and the pads are marked CLRP1, CLRP2, CLRP3.

These "clear memory" copper pads are exceedingly small and they could be easily overlooked.

I suspect that each of the jumper pads listed as CLRP1, 2, 3 - for Clear Password 1, 2 and 3 respectively.

Of all the other sites and research etc., I think I am the very first one to pick this up.

But because the power connector pulled out of the motherboard I can't test them...

What I am thinking now.

I think Lenovo / IBM have been pulling a global scam on the replacement mother board issue. I think the customers who send the bricked laptops EXCLUSIVELY back to Lenovo / IBM are getting scammed and the people in IBM / LENOVO simply short the jumpers out - thus resetting any or all of the passwords, and are sending it back with a double recoup of the sales prices.

I say this because of the following things:

I am the only one who has picked this up... AND

1. People and Corporations lie - and I have had fights with the people in IBM and Lenovo and I think the responses have typically ranged from outright lying to outright incompetence.

2. The issue of "repairs" being under warranty - are exclusively in house, be it repairs or locking up from a password malfunction - when they could just as easily be done at home or at the local computer shop - the failure allow the local computer techs / retailer to do it locally - is SUSPECT.

So why are they stopping the people in the local computer shop from replacing the motherboard - it's where I bought it from and the guy is a qualified computer / electronics tech...

Why are they refusing to send me out the motherboard so I can replace it myself?

For starters I don't have three months to be wasted by them - when the motherboard could come out overnight by courier.

3. They say the entire motherboard has to be replaced... if the Supervisor Password is forgotten (or the chips fail - which they don't say anything about).

4. Now IF there was NO WAY to physically reset the password/s in the CMOS / EPROM chip/s - and there are up to three passwords:

1. The Power On Password.

2. The Hard Drive Password

3. The Supervisor Password.

a) Why are there 3 sets of CLEAR CMOS / EPROM contact pads on the motherboard?

Marked CLRP1, CLRP2 and CLRP3?

b) WHY are they concealed under a semi-opaque plastic film?

c) Why is there a slot cut into the film, directly over the jumper pads?

d) And why is there a security / anti tamper sticker over the slot in the plastic film?

This is a good question. "If the password/s cannot be cleared by shorting out the CMOS EPROM chips - as is the conventional method - what are the contact pads doing on the motherboard?

The pads ARE tiny and hard to see, so why do they have a plastic film over them - when there really isn't any need to have one over them - there is space between the motherboard and the hard drive. Nothing is going to touch it to short out - so why is it there?

And why is there a very hard to see slot cut into the film - and why does it have a tamper evident sticker on it?

And if the motherboards, they claim are worth $450 each - and apparently it's because of ONE locked up chip... since MOBO repairs and parts replacement, is little more than "articulate soddering" - why would ONE WHOLE NEW FUNCTIONAL MOTHERBOARD get trashed as they claim over ONE chip - when the CMOS/EPROM jumper pads to erase the passwords are carefully concealed under a "void your warranty if removed" sticker.

I think is happening, is that the laptops are going back to Lenovo / IBM, and they are pulling the hard drive out, and flipping up the slot in the plastic and they are resetting the CMOS / EPROM - charging $450 for it, saying they have replaced the mother board and then sending it back - with the customers none the wiser.

They are already forcing the consumer into forced inline trading by the exclusive supply of repairing services, when anyone can do it.
A comparable motherboard with similar specifications costs about $60 - so why are they charging $450 each for an alleged replacement.

While they are "kind of discrete" about exactly what a password failure entails, they do nothing about crowing loud and long about it's alleged security function.

And allegedly throwing out a whole new mother board over a failed password chip, is like throwing out a cars entire engine and transmission over a broken key in the door lock...

It does not add up.

If anyone out there can test this, of setting each of the passwords - including the supervisor password and then erasing them via the CLR CMOS / EPROM contact pads, please contract me and or post your answers here.

Or Here: http://tinyurl.com/dxfnx3b

Here is a list of sites that people post about their difficult experiences with Lenovo.

http://www.customerservicescoreboard.com/Lenovo

http://www.resellerratings.com/store/Lenovo

http://www.consumeraffairs.com/computers/lenovo.html

http://www.cnet.com/laptops/lenovo-thinkpad-t420-2nd/4852-3121_7-34562424.html

http://www.complaintsboard.com/complaints/lenovo-c364455.html

http://blog.thestateofme.com/2010/03/17/a-tale-of-bad-customer-service-lenovo/

http://compreviews.about.com/u/ua/support/LenovoSupport.htm

http://www.amazon.com/Lenovo-IdeaPad-09932JU-14-Inch-Graphite/product-reviews/B006M9ZX7S

http://amplicate.com/hate/lenovo

http://forum.notebookreview.com/lenovo-ibm/664714-lenovo-has-terrible-customer-support.html

http://forums.redflagdeals.com/horrendous-despicable-customer-service-lenovo-canada-1186597/

Bought a portable monitor lenovo think vision. Was not working from day 1. Called tech support - ibm. After days of testing (I had to test as per ibm tech support instructions) ibm technicians determined the monitor is useless (Faulty by design, hence replacement won't help) full ibm report sent to lenovo advising to refund the moneys.
4 yes four months later and after lots of promises and lies the dud monitor is still with me and no refund.
Excuses:
1. Chandra the (Customer doesn't matter) consultant, explained that since he was working from home he could not attend to customer problems.
2. Chandra arranged the courier to pickup the item. 3months later no pickup; blames the courier company.
3. I wrote email to their so called complaint manager. Got email from chandra saying sorry, after all it is not courier's fault. Finance department delayed the refund.
4. Four months later got a call from a woman, asking me if the monitor was ready for pickup and refund. Yes!
5. Now in fifth month nobody came to pickup the monitor.
Conclusion. Lenovo is an awful organization to deal with. Lots of promises, but never delivering especially on service. If you've got too much money and time and want to burn your cash and waste time, sure go ahead and deal with lenovo.

Gentlemen,

Hello. My apologies for taking time out of your busy schedules. I am writing to you today to share with you my customer experience with lenovo. (Order number— for a v570 and external speakers placed on may 2, 2012). I unfortunately cannot say that it was positive in any way... This was an online order which should have been easy to fulfill and instead resulted into a disaster. Please allow me to explain what happened.

May 1 - my work computer begins malfunctioning and I decide it is time to get a new laptop. I was a dell customer for years and now wanted to change to lenovo (Since many of my clients had lenovo products in the past and were always happy with them).

May 2 - I place an order for a lenovo v570 and speakers online— order stated a ship date of may 9. Although my current computer was "dead", I was able to use my wife's laptop for a couple of days until my new laptop would arrive.

May 3 - I receive an email stating that the laptop was to ship on may 29. Concerned I call sales support and am assured that this is the "worse case" scenario. It was scheduled to ship before may 11. I advised the rep that if it were not to ship, I were to cancel the order.

May 4 - may 7 - call several times and speak to your sales support team in india who assure me that the system would ship before may 11. Advise if it were to ship later than that I would cancel the order. Online order status showed laptop to ship may 29— told that this info was incorrect.

May 7 - call again and speak to a rep who told me he would send a message to production to expedite the order. He advised me that he would send me an email stating the confirmation (Never received). I'm still "borrowing a computer...

May 9 - send an email to confirm ship date, and receive a response stating it will ship may 11.

May 10 - appx. 10 am-et - call again to check status and told it will ship the "week of may 11"— did not understand what week of may 11 meant (As may 11 is friday) , and ask to speak to a supervisor. Transferred to floor supervisor ateeg jain, who initially advised me that the order would ship on may 29. I advised him that i've been told all week that the computer was to ship may 11— and now may 29 (The online status still showed may 29). He told me he would check with production, and get an exact ship date, and would call me by the end of the business day.

—4 pm et - call sales support and ask to speak to mr. Jain, and was told by rep that he was not available, and that he is working on my order. I was to hear back to him by 8 pm et. Never called that evening

May 11 - 9 am et - call sales support and ask to speak to mr. Jain. Mr. Jain advised me that he did not call me because he did not have all the information that he needed about my order the day before, and that he was going to call me that day. He confirmed that my order was ready to ship, and that it would go out that day via ups ground. I expressed to him how unhappy I was about the constant calling and misinformation and asked for compensation— he offered me a credit of $65 which he would apply to my credit card once the order shipped. He emailed me his info and told me to email him as soon as I received a tracking number so that he can process the credit.

May 14 - 11 am et - notice that the order has not yet shipped online, and call sales support. Advised by a sales agent that the order was waiting for ups tracking labels.

May 15 - 10 am et/12 noon et - order had not yet shipped, and call sales support again to speak to mr. Jain. He at first did not want to speak to me, and I insisted that I speak to him. He gets on the phone and advised me that my order did not ship. I told him that he lied/mis-informed me and that i'm upset and tired of this. I asked him to find another unit to ship to me that day. He checked with sales and called me two hours later and told me that they could not do anything— a new order had to be processed and start from the beginning. He asked for a couple of hours to get an exact ship date... Again.

5pm et - mr. Jain calls me and advises me that the order was due to ship out that day. I was upset and told him how upset I was about the whole customer service experience and wanted to speak to him about how I was treated— call after call, mis-informed/lied to... Just a mess... And I didn't know why I was putting up with it!

6pm et - mr. Jain transfers me to north carolina sales support and I originally speak to tanis, who transfers me to katie o'neil. Spend some time explaining to her what I had gone through, and she tells me that my order is scheduled to ship out that day from china. She attempts to find me another unit from the outlet store in north carolina, but nothing available. I tell her how upset I was, and that I feel foolish canceling the order after so much time and effort that I put into this order. She offers me $80 for me troubles or a $120 accessory credit. I was somewhat insulted... And was told that nothing better can be done by her. She wanted to check with her manager the next morning. I told her that this compensation was not acceptable, and that I felt a couple of hundred dollars off the order would be fair. She said that could not be done by her or her department.

May 16 - 10 am et - katie calls and informs me that the order did not ship and that she spoke to her manager about compensating me for my trouble. She and her manager decide it would be best for corporate customer service to handle my case.

4pm et - speak with janice reilly from lenovo corporate customer service. Ms. Reilly tells me that she will investigate my order, and needs some time to look into the situation. Tells me that she will reach out to her contacts to find out where the computer is in the production line. Advised me that she needed until tomorrow morning to give me an exact update.

may 17 - 12 noon et - I call janice reilly to check on the status of my order... Leave her a voicemail.

3 pm et - receive an email with a ups tracking number stating that my order left china today and is estimated to arrive on may 22.

4pm - ms. Reilly calls me to advise me that the order had shipped, and that I should be receiving it in a few days. She apologized. I asked what she can do to make me a new, happy lenovo customer. She said that she felt $80 was fair— and that she could not do better. I told her that she insulted me (Mr. Jain a week before offered me $65) , and told her I was looking for at least $200 off the order. She responded that she could not take 26% off the system... It was not profitable... The best she would do was take a $100 off and send me a battery... She then told me that I always had the choice of cancelling the order all this time, and that it was my decision to go through all of this. She was right— I took her last comment to heart and cancelled the order then and there.

so, as you can see from the summary of events above, my customer service experience was not ordinary. It was not a "seamless order" where nothing major went wrong. Instead, several things went wrong. In today's competitive business environment, it is people that can help create bonds and create better experiences for the customer. In my instance, there were too many mistakes being made. Throughout all of my conversations with the sales team in india, I was continuously apologized to and was reminded that I was understood. Something that was not genuine, but rather scripted. This is not a lenovo issue, but rather a problem that every company that outsources sales and support teams internationally faces. I work in the hospitality industry and deal with people all day— from suppliers, clients and colleagues. I understand that things sometimes don't go the way they are supposed to. But I also know that it is our job as professionals to make the situation good— even when it means we lose money.

The most disappointing part of the whole experience was neither mr. Jain nor ms. O'neill... But it was rather ms. Reilly, who in her somewhat frozen and neutral tone expressed that it was all about the dollars and cents, rather than creating and building customers. At one point during my conversation with ms. Reilly I mentioned to her that she really shouldn't be looking at the actual loss of the computer— but the actual loss of the customer. She didn't understand what I meant by that. Offering only $100 (Yes she raised her offer by $20) , and a battery to a customer who has gone through unhappy experience such as the one above is simply not fair. Telling me that she cannot discount the computer 26% and that I always had the right to cancel the order was not something that I expected to hear. At the end of the conversation expressed how upset I was with her comments, and told her that I as an unsatisfied customer will contact the better business bureau, write letters to people at the executive level, and post/blog/discuss my unhappy experiences. I asked her to cancel the order immediately, and reroute the computer back to your warehouse.

i questioned ms. Reilly how she would feel if she had a similar experience as a customer with a company. Would she be happy to be to be offered $100 and a battery, for hours on the phone, being misinformed, and no one really knowing what is going on? She told me that we are both different people, and what I thought was fair compensation ($200 off the unit) , was something she would never ask for from a company.

And that is my first and last experience with lenovo. I gave it a fair chance, and really wanted to be a customer. But it just didn't work out because "fair compensation" would mean that the unit would be reduced 26%...

I would be more than happy to further discuss any part of the whole experience if you should have any questions. I encourage you to review phone calls to better understand what has happened, and how important the importance of customer relationship and customer service is. Is this the way as corporate leaders of a company want your employees (Your representatives) to handle customers?

Sincerely,

I purchased a Lenovo Z570 in early February, 2010. From the moment I purchased it the touchpad was troublesome, randomly calling up touchpad icons. I sent the computer back to the Repair[?] Depot on three occasions. The first time they merely put in new drivers (which made a total of four new drivers, counting the drivers the on-line techs installed). The second time the claimed to have installed a new touchpad. I have my doubts whether that in fact occurred but let give them the benefit of the doubt. The third time they had not part (this was the repair depot), and it would have been almost three weeks before I got my computer back.

In the meantime, I was transferred to their consumer rep who thought it would be better to replace the computer. Typing is worse. I cannot use a mouse because it automatically calls up the magnifier and while typing the cursor moves about the page randomly.

In the meantime, the refund for my cancelled year warranty extension that was promised in April has not been received. This after their consumer representative has made diligent effors to do so.

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I'm a new Lenovo customer. In Oct., I purchased a Thinkpad E420 from an online retailer. I had heard good things about the product and felt good about the purchase. That ended very soon. About three weeks later, the laptop would not start up. Rather than try to return the computer through the online retailer, I opted to contact Lenovo as the computer was still under warranty. That was a big mistake! I should have tried to return the computer and get a refund as soon as trouble started brewing because dealing with Lenovo's customer service and trying to get my machine repaired/replaced has been a long journey of frustration, disappointment, and anger. Although my laptop was brand new, customer service would not replace the model and made me wait over three weeks to return the computer (keep in mind i only had the computer for three weeks). After the machine was returned, I had it for about a month before the same problem occurred again! I contacted Lenovo and demanded a new computer, as I had completely lost faith in the defective one I had purchased. They refused saying that one repair service was not enough to replace a computer. My computer was 3 weeks old before it malfunctioned! The computer has been inoperable longer than it has been operable, and Lenovo did not give a [protected]@*t! I wish I had never bought this Lenovo computer. It has been one of my worst consumer experiences.

Ken from California

Lenovo sponsored an online sweepstake that had a instant win portion. The plaYer is instructed to spin and if 3 same images were displaYed the plaYer won a prize. On 12/15/2011 I spun and received 3 same images. These images were the same (three computers opened and all facing the same waY). However, the text said I did not win and come back the next daY for another attempt. I printed a screen shot which showed all the same images. I sent three inquiries to the companY running the sweepstake and theY said finallY, that despite the screen shot I sent them, these were not the same (I have attached a copY please look). I also sent a copY to the marketing director and president of Lenovo and have not heard from them. Be careful plaYing these sweepstakes. Even when You have proof theY still denY it. I think it saYs something about the companYand their products

Within one year around, this is the third time my T410 got problems. This time the monitor cannot display anything, it keeps black, but if i connect to other monitor, it will display normally on the other monitor. It means the laptop's own monitor got some hardware problem. And last week, the lenovo engineer came to my house to change a new monitor, but my thinkpad still cannot display anything. Then the engineer bring back the laptop for further examine and repair.

So far one and half weeks passed, I didn't get any feedback and call the lenovo service center (Singapore) many times to complaint about this, they always find some excuses.

I strongly suspect this T410 product has very serious problem and the quality is too bad. I have another old ASUS laptop bought in 2004, now 7 years old already, but still can work well and I never repaired my old laptop in the past 7 years ! How come only 1 year Thinkpad T410 got so many problems? Last week I already request one to one exchange but the singapore lenovo care always find some excuse to reject this request !

Lenovo must take actions to be responsible for your poor quality product ! Now I was very disappointed with thinkpad product quality and their customer service !

I needed a new laptop and fast, school was approaching and I needed to have one for the new year. I looked for weeks something in the mid- low range, nothing to fancy just something that could get me through my remaining time of college. My parents got me my last laptop as a graduation present. it was about 2 years old, so I knew I wanted a few upgrades. i went on lenovos website and saw there outlet. NEVER buy from there outlet. i bought a to good to be true laptop of 350 dollars. where other brands with the same specs were around 500- 600 dollars. it said it was an open box and that it had a full year warranty like there new laptops. So I ordered on a late Friday night. I put in all my info and cc# then it said error, so i punched it in agin and once agin got another error. So I was like okay whatever, (I already had some other problems with the website so i figured I'd do my buisness somewhere else. About 30 minutes later i checked my email and there where 2 orders for the same laptop. A total off over 725 with shipping. needless to say I called the 1800 # immediately only to find out that they only have phone service monday-friday. So I waited until Monday and called early in the morning praying they haven't already been shipped. The first man was very rude and yelled at me saying that because it was from the outlet there was nothing that could happen and told me I would have to let my bank process it then pay 15% restock fee on the one that came back to them. Even though it was the websites fault. He also said that the problem was mine and there was no way it could of had an erroe so I hung up and called back hoping for someone friendly. I waited on hold for over 2 hours! finally a nicer man answered but told me the same thing, I then asked for his manager, which was a lovely lady who quickly canceled the order and promised the bank would not be charged. The laptop took over 2 weeks to get to my home. Then when i received it it was broken. Not a little bit but awfully brooken it would freeze every 2 minutes. i called customer support and they had me run BIOS, it froze during Bios!. The women was supper nice and sounded like it happened all the time she said that she wasn't going to make me go through the other 100 things it asked and she would give me a number to ship it back for free. But then I had to call another number to get that number confirmed, so they would accept the delivery. I asked some basic questions the man that answered was really rude and made it seem like it was my fault as well, and without saying it called me liar. he said if I lied then they would charge a 15% restocking fee and such. I ask if I could just get the laptop fixed, and they said because it was from the outlet they didn't fix them, I couldn't order another one, I would have to try my luck at another untested product . . .

I bought lenovo computer half a year ago. Then one day the screen just went out of order. To be honest, I did not do anything wrong. The company refused a computer replacement, and ask for $300 for repair fee. Not only the quality is horrible, but also the service. They promise me they will file a consumer complaint and they will contact me in 3-5 business days. Now two weeks passed and I did not receive any response.
So never buy lenovo product, or you should expect similar experience. As a chinese, I hope the company will go bankrupt in the next few years.

I bought a Lenovo Laptop, which arrived with a part I paid for missing. I didn't realize that there is virtually no way of communicating with Lenovo directly - everything is handled by Digitalriver whose tactic is to stonewall customers: no replies to emails (always wait for the second email before answering), don't offer workable solutions (sending a laptop back but not mentioning how to go about the personal data installed on the hard disk is NOT a solution).

Once I demanded a refund for the missing part, they refused, claiming it had nothing to do with them, but was an issue for Lenovo - who are in China and don't reply, either.

I have recently bought a lenevo ideapad z series model, its brand new and I am really very damn frustrated about the wi-fi connections which keeps on dropping frequently, i have others laptops too which works fine but my lenevo ideapad keeps on dropping the wireless connection. More worst is it identifies the network but not able to connect to it. I dont know whether its a hardware problem or software(driver). Hell this is purely cheating though there is a warranty option but its the second day and the problem has started, what would happen in future. I think no one should buy Lenovo machines

Every time my laptop boots up, the screen flickers crazy, after Windows starts, the problem still comes back every a few minutes. Sometimes it suddenly becomes black and does not have any responds, what you have to do is to force the laptop to shutdown and restart again. Whether the flicker will happen again depends on your fxxking luck! how ridiculous! Unfortunately, there's no other way to fix it (software settings, etc). This problem mostly happens in LG 14'' LED Screen. And I strongly hope that Lenovo can recall these LG screens as what they did in China.

Two years ago I purchase a hp laptop computer from shopnbc with a $50 mail rebate from archbrook laguna. They ask me to send in the upc code on the box of the laptop computer, I sent in every upc code that was on that box archbrook says I did not send in the right upc code, months went by and I never received my rebate back the code was never on the box. This year I purchased from shopnbc a lenovo desktop computer with a $100 rebate the same thing happen the say that I don't have the right upc code I looked on that box and it was not there. These people are ripping people off. I again never received a rebate back from these people from archbrook laguna please if someone can help me put these people out off business please do. I am tired of these people promoting rebates back so you can buy there products and they are not giving the money back as they say they would. The upc codes that they want is not on the box when they ship the products to you so you never get your rebates back. I checked my box as soon as it is received in my home and it is not there they.

Very bad Lenovo laptop hardware and after sales warranty experience

On 17th of September 2010 I purchased (Online) a Lenovo G560 I5 laptop from a company called Insight. I purchased the laptop ready for the post holiday start of a Masters study program which I about to embark on at the time. On return from my holiday and on first setup of my laptop, it became clear there were some serious issues (it was freezing regularly and unusable), however it had gone beyond the 14 day return policy and I had to now deal with the Lenovo warranty people to try and resolve the situation.

Under the Lenovo warrantee, my machine was sent back for repairs 4+ times and each time either came back with the same problem or with the same problem as well as some new ones. Finally after 6 months Lenovo agreed to replace the Laptop which was picked up on the 17th of March 2011 at which point I was told that it would take another 2 to 6 weeks to find a replacement. We are now in July and I still do not have my Laptop replaced, nor have I received any communication on Lenovo’s part to tell me when this might happen.

I purchased this Laptop in good faith, thinking that Lenovo was a known and trusted manufacturer of Computers and Laptops and hence was a safe buy, and because of this surely their after sales service would be great. I have never been proved so wrong. The worse hardware purchasing experience I have ever made, privately or in my capacity as Head of IT, so this is saying something.

It is now nearly 1 year since I paid over my hard earned cash for a Laptop which I still do not have. I have now finished the Masters degree for which I had originally bought the laptop.

In any other situation, this would be considered theft and not just of a physical item, but of my peace of mind and ability to execute the Masters degree for which this Laptop was purchased to aid in the first place.
I have tried to speak to management at the Lenovo Warranty department and have been unsuccessful. The only people I have been able to speak to are the same 3 or 4 customer services people whom have done absolutely nothing for me and usually end up with them telling that they will escalate the matter. Nothing ever happens at this point, leading me to believe they are either escalating my matter to a bunch of chimpanzees, or to complicit thieves which have stolen £650.00 (or so) pounds from me and see me more as a victim for their theft than a customer.

It is incredible that a company with so much to lose with regards to their image, can treat someone like me in such a way, and be so confident that it will not affect them. Clearly, Lenovo’s image is not a priority. This was my first experience with Lenovo (I am an HP man and should have stayed) and I will never buy another Lenovo product. Very bad products and worse after sales services. Their warranty is basically useless and I am still to this day, without a laptops which I purchased in September 2010.

My Lenovo laptop arrived after a fortnight's wait, and was immediately plugged in. The screen froze and kept freezing. A technical aide at the Atlanta office said this was unprecedented. After several experiments, he was able to make the laptop function. However, I could not find the Microsoft Office which was bundled in. Another call, after much waiting, revealed that Lenovo had made a mistake, that many customers had been affected, and that they were sending me (and the others) a "key" so that I could get into Microsoft Office. It was being sent by snail mail. I asked for it to be sent via e mail, but they refused. It was a Microsoft problem, they said, and that's what Microsoft demanded.

That was it for me. It took almost an hour with sales and service (this time in India) before I was able to get
UPS labels necessary to return the laptop. I advise all potential customers to try any other company, from Sony to Hitachi to HP to Apple. Anything but this benighted Chinese outfit. I read recently that Lenovo hopes to crack the US market bigtime. They are doomed to bomb.

This ismy documentation, iam presenting to you the whole information was collected from tech support data base, please kindly do have a close investigation about my case.

Escalated on 18th January at 6:52pm, 1st case no: 31RQ2WZ
Problem: LCD screen suddenly goes blank and reappears several times and I requested them for factory restore.

I received the case on 18th january and I immediately drop the box with laptop in it, on 18th january to ups for depot repair. Depo received it on 21st january at 10:25am.

Depo send back my machine on 26th january

I received my machine on 27th january at 9:55am.

When I open the box I found left hing was not properly mounted, base cover broken, palm rest broken.

I escalated this problem on 27th january at 5:00pm they set me a new case no: 31RPWCL
I received box on 28th january and I drop it back with my machine to ups on 28th january at approximately 1:00pm.
Depo repair received my machine on 31st january.
They acused me of physical damage and my machine was in billable hold, they called me several time to pay for $300 for repair, I escalate this case to customer relation officer Mr.Greg [protected]). He investigated the case and let my machine repaired without bill and sent my laptop on 8th feb.

I received my machine on 9th feb at 10:30am, and found 2 dead pixels on extreem right side middle of the screen, and left hinge was not properly replaced.

9th feb at 10:40am I escalated this problem (Damage by depo repair) to tech support at Altanta georgia, I spoke to Mrs.Bridgec, she forwarded my call to supervisor Mr. Harold, He documentel the whole problem and forwarded my call to level 2 team Mr.Khaled at 11:25am ([protected]@us.ibm.com).

Mr.Khaled upon investigation, he set my case to onsite repair.

Onsite technician Mr. Gelfand, Stewart C, arrived at my place on 15th feb at 9:00am to replace the LCD and he found different issues done by depo repair department

Mr. Gelfand, Stewart C documented and explained about the mess created by depo repair department

“I worked on this customer's laptop Tuesday 2/15/11.

When I arrived at the site he removed the laptop from the box in which the unit was returned to him from the repair depot.
I was there to replace the LCD and the hinges.

Upon close inspection, I observed that the left side hinge was not installed properly and was at an odd angle.
The customer showed me the "dead" pixel spots on the screen.

While I was opening the unit I observed that the depot tech did not follow the proper path of the black antenna cable when he reassembled the unit. The cable was pinched between the right side hinge and the base and I had to loosen the hinge screw to get the cable loose

I replaced the LCD and the hinges. I took the proper amount of time to make sure the hinges were properly installed squarely.

When the unit was reassembled. I noticed the following issues.

The bezel clips on the right side were broken off and the bezel was not seating properly to the LCD case.
I looked closely at the old LCD and there was double-stick tape on the edge of the LCD. I surmised that the depot repair tech had taped the bezel down rather than replacing it.

The customer then noticed that on the left side of the laptop. the spacing between the LCD and the base was not even. The center of the LCD case was curved up away from the base.
This may have happened when the unit was returned to the depot for latch repair.

I have documented all of the above items in photographs. Including the missing plastic card insert that fills the card slot.”

It should be noted that the customer is not very happy with the service he has received from the Depot to date.

He further stated he originally purchased this computer because a friend has an identical device and he liked the performance and the durability of the unit.

This experience has completely soured him on the IBM product completely.
He was making comments like "I am ready to just sell this computer for a couple hundred dollars as if is scrap".

For your information; this individual is about to complete his Masters Degree in Electrical Design, specializing in computer & chip design. He is very detail oriented and respects and takes care of his equipment.
The entire case of this computer appears to be brand new without any blemishes or scratches.
I do not know how anyone could have said this computer was abused.

Respectfully submitted,

Stewart Gelfand
WWTS #86168

This was his documentation, he also had capture the pictures of the laptop condition. And mailed his documentation with pictures to Mr.Khaled.

On 17th feb at 8:33am I called tech support to know the status of my case they put my call to Mr.Krik Green level 2 tech represent.
upon his request I have forwarded the documented version of Mr. Gelfand, Stewart C. and my case has been further forwarded to executive team because I have been accused by the depo department saying that it was my physical fault.

Well iam really wondering how can I open up my laptop and reroute the cables inside and how can I open LCD and broke the plastics of Bezel and tape it, and how can I replace the hing improperly ?
And I also have a question how can a phsical damage can cause “The cable was pinched between the right side hinge and the base”.

My final version is, upon all the above information given by me and lenovo’s onsite technician I was concluded that the lenovo had screwed me.

Iam kindly requesting if you can’t do anything regarding this case iam a student I even can’t do anything I will send my laptop back to depo as a scrap I don’t need your service and money, its my present to the reputed organization like lenovo who frauded me with their unprofessional service.

Thank you for looking at my documentation.

Regards,
Vamsikiran cherukuri.

Purchased a laptop(T-410) March 17 of 2010. I was not happy with it and fought for 2 months and dozens of hours on the phone and email and finally got an RMA to return it then they said I had been issued a full refund once they recieved it back. I did recieve the credit memo in the mail and even the credit number but I have never recieved my funds. It says my card was refunded on May 17, 2010. I have been paying for this on my credit card and carrying cost for 7 months. I have lost $1553.36 and so far no hope of seeing it again let alone all my interest charges. The credit number is [protected] and the order number is [protected]. It is always the same when you call in-you get told to call another number as the number you called is for something else. I just get bounced back and forth and back and forth. We are going to try to go through VISA now and if it is not to late see if we can get our money back. The whole experience has been a complete nighmare. Not a single department has wanted to help with anything.

Update: After calling VISA just now to file a complaint they informed me the credit is on the last statement just mailed to me. Lenovo never actually posted my refund unitl Oct 22, 2010. Happy I finally go my money but 7 months to get my money back and paying credit card interest rates on the funds_NEVER DO BUSINESS WITH LENOVO

Hi,

I purchased a Lenovo Ideapad 2 years back. Its right hinge screen is breaking apart. Now it seems that is a design issue with the product and lots of people have the same issue. Lenovo customer reps are even admitting to this when we call them, but for this to be fixed the laptop needs to be in warranty. If this is a design issue, shouldn't lenovo issue a recall and fix it? It is not my fault.

I can't afford a new laptop, but because of lenovo's bad design i may have to take a loan and purchase a new laptop.

There are hundreds of complaints on Lenovo forums from people having exactly the same issue.

Thanks

My laptop has been in and out of repairs for approximately 4 months. Each time it comes back half-done, with noted items unattended to. At one time I sent in a black machine and got a silver one back. The support manager even came to my house to personally collect my broken machine (and leave me a loan unit - which I really appreciate), but since then I've heard nothing. Each time I follow up (regularly), my machine is apparently ready except for one part here or one part there, and then they go quiet again until I follow up. The machine initially went in with a vibrating fan somewhere in July, and I am yet to see it come back working.

I have lost all my faith in Lenovo, and will be pursuing another brand in future. This is merely a warning to other consumers out there who is looking at spending 3x the amount of money on a 'quality brand' machine - save yourself the money, by 3 cheaper machines, you'd be better off.