“In 2020 I ordered a new Thinkpad. Due to numerous mistakes on the side of Lenovo, it took about 9 months for a working laptop to arrive.
In the first 2.5 years of use, the Thinkpad subsequently had many hardware breakdowns.
After yet another hardware issue showed up in summer 2023, the IBM rep (on behalf of Lenovo) commented that if more than 3 major repairs are needed within a short period of time, Lenovo usually replaces the laptop. This had not happened (even though the Thinkpad should have qualified for that already in 2022) and he offered to open an Escalation Case (September 2023) in order to replace the faulty Thinkpad with a refurbished one.
The Escalation Case failed ( = was refused) as the Lenovo depot - to my major surprise- found 2 small liquid stains on metal underneath the keyboard. I informed Lenovo that I suspect some droplets of soup must have accidentally entered the laptop, as the Thinkpad had absolutely no known history of liquid spills.
I asked Lenovo to at least honor the fact that the Thinkpad had had many hardware breakdowns, as well as a very botched delivery history, that had nothing to do with any accidental liquid droplets. This was refused, and instead I was accused of "flooding" the laptop. The "proof" of which according to Lenovo was a sticker on the backside of the Thinkpad which had peeled on some of its sides. I informed Lenovo that absolutely no flooding of any kind had taken place, and that the fact that the sticker had somewhat come off around the edge had a completely different reason.
In the 7 months following the refused Escalation Case, the Thinkpad continued to have more hardware breakdowns till in early April 2024 the 1 year old motherboard suddenly failed = death.
Lenovo refuses any type of compensation, but morover consistently continues to FALSELY accuse me of "flooding" the laptop on the basis of that slightly peeled sticker.
I even opened up the (now dead) laptop myself last week: zero signs of liquid having entered via the back of the laptop; zero signs of corrosion. As expected, cause the "flooding" or similar never happened. The laptop has no known history of liquid spills, and the slight peeling of the sticker on the back is the result of 'wear & tear due to mild rubbing against a folder each time the Thinkpad was placed in or taken out of the laptop compartment of my backpack.
LENOVO ( REP: MORRISON), it's worse enough that you have provided very poor customer service but it's DEPLORABLE TO TIME AND AGAIN FALSELY ACCUSE A CLIENT AND IN ESSENCE SUGGEST THAT THE CLIENT IS LYING, ON THE BASIS OF INCORRECT "PROOF". STOP YOUR LIES!”
“The product is only a couple of weeks old the the customer service stinks. My order has been shipped out in 5 different shipments over a 6 week period with DHL Lenovo wont let the package be left in a safe place so I missed DHL on 1 occasion and have had discussions with DHL about me picking it up. In the mean time Lenovo sent me a email the I didn't see to reply in 24 hours or we are returning my package and charging 20% restocking fee. Don't order products through Lenovo.com”
“DON'T buy from here
Don't buy from here! 1800€ Laptop Lenovo legion 5 pro suddenly won't boot, luckyli I got the 2 year premium warranty care so they offer a onsite repair (to replace probably the mobo). However... because I didn't buy the 1 year warranty for a silly 20euro to replace my SSD all my data will be lost. I asked for a additional service for the lenovo technician to save the SSD first but they deny due to a compromise of my personal data, according to the customer support, do they even care? Rather destroy everything, absolutely ridiculous, makes me so mad. If a choose to save my SSD to save my important data at a shop in my town, the warranty from Lenovo will be cancelled and if it is a faulty laptop I can't get my money back... hellish and unbelievable, I don't even want the warranty repair I just want my money back from the pc and say bye to all my data and forget about it all. If anyone have a good solution on this I would love to hear from you! Or if there is none, can we please bring them to court and see if we can shut it down so no one else has to go through this stupidity.
Date of experience: March 25, 2024”
“I ordered a tablet and cover on Feb 5th. Due to not being able to receive with signature and unable to reschedule a delivery (UPS said that either option had to be initiated on the shipper's end, which Lenovo refused to do), the tablet was returned to Lenovo. They processed the return on February 23 (confirmed by email), and here it is month later, March 23, and I have not received my refund of $357. Lenovo customer service is THE WORST. They keep extending posting my refund when originally they said it would be 3-5 business days. DO NOT TRUST THEM! I will be calling my credit card company to dispute this charge. I bought a Samsung. Very happy.”
“I ordered and paid for the USB-C to Ethernet Adapter on 1/30/2024 but NEVER received it. I chatted with Lenovo 3 separate times (painfully) and was told because UPS had proof of delivery, I would not be issued a refund. I immediately contacted Lenovo on the same day the package was supposedly delivered (2/5/2024) to promptly report the missing package. UPS on the other hand, supposedly delivered but did not deliver the package to the right place. I am now left holding the bag and thankfully I filed a claim with my credit card company who has always taken good care of me.
Lenovo on the other hand DID NOT TAKE CARE OF ME. I am a small business and have purchased many items from them, including a Thinkpad X1, THREE times over the last 7 years. I will NEVER purchase a single Lenovo item again. For a measly $39+, they would rather stick to their policies and opt to lose me as a satisfied customer. From now own, I will purchase from one of the many high quality laptop brands.
Lenovo:
IS NOT A BRAND THAT CARES ABOUT ME
IS NOT A BRAND THAT APPRECIATED MY PAST BUSINESS
IS NO LONGER A TRUSTED BRAND TO SHOP FOR ME
IS NOT A BRAND I FEEL CONNECTED TO
DID NOT MAKE THINGS RIGHT WHEN SOMETHING WENT WRONG OVER A MEASLY 39 BUCKS”
“Fraudulent sales practices - Price Protection Refund
The Price Protection Refund they promise is a complete fraud.
The price dropped significantly shorty after purchasing the Thinkpad and the salesperson assured us if this happens they would refund the difference.
Conveniently the product suddenly became unavailable on their website.
We shared screenshots of the reduced price (on the Lenovo website) but no response to the refund request.
Hours on calls, online chats, passed back and forth, promises to resolve it without any conclusion and never any call backs.
Disappointing as the product is good quality.”
“Lenovo is just awful and their customer service it so bad. Ordered an expensive gaming PC, website said shipped and delivered in 10 days. Never arrived. 4 calls to customer service (in India) and each time got a different lie about the situation. Almost one month later, still no PC and got an e-mail that it will be an additional 30 days. Canceled order and buying from Dell / Alienware. I'm a VP of IT with 30 years of experience and I'm pulling my corporate account form them as well.”
“stephanie from lenovo ACL team purposely gave us false information and false policy to get away with the problem. Blocked our email once we pointed out she was at wrong. She needs to be audited for her work at lenovo.”
“Insincere company used to be owned by IBM but now its cowboys.Dont trust this brand you will regret it big time.
No matter if you pay for their Premier guarantee it wont help as they repeatedly deny there are Major hardware issues with Thinkpads. Refunds take min 8 months!!! They're g8 at Lip service & the rest.”
“I have the T14s gen2 laptop, works fine as it should until last month they have a firmware update. I did the update accordingly and then the battery indicator failed always showing 0%, and the bio-system does not recognize that AC plug is plugged in, I could not set the computer to sleep. I called technical support, tech said the bio is corrupted I need to send the whole computer in for repair to reinstall the BIOS, and I will likely loose all my programs and data in the computer, so I did not do it hoping they will have a patch later on to fix this issue. I did all my windows power setting and sleep cycle numerous times to no avail. On 6-16 Lenovo has a bio firmware update, I was delighted and immediately downloaded it except it refuse to allow me to install because the bio don't recognize that my AC is plugged in and said there's not enough power to do the install. Today at 6-17-2023 I called the technical support for help, technician was rather impatient and told me it's a window 11 problem because "Microsoft did not set their updates to work with their firmware". We went around and around I was courteous just seeking help but and he hung up on me.
Called the second time on the same day, another tech told me an entirely different reason and said my battery is bad. I said how can it go bad overnight after a firmware update? but if AC is plugged in then I should have enough power to do the install of the firmware update, the guy got impatient and hung up on me, again. Is this the culture within Lenovo? to hang up on customers when they could not solve the problem?
last time I will buy a Lenovo computer, they suck!!!”
“Do Not buy Lenovo. They do not resolve your problem or get back to you.
(1) Purchased Lenovo laptop in 2021 or 2022
(2) 3/7/23- Laptop crashed and would not start, Lenovo tried to fix it over the phone, did not work so sent in the laptop. I had extended warranty to cover the repair.
(3) 3/20/23- Laptop was fixed by Lenovo and delivered but would not start
(4) 3/21/23- Called Lenovo to report, they said to send it in again
(5) 4/1/23- Laptop was delivered but would not start so called again
(6) 4/4/23- Lenovo wanted to replace the laptop
(7) 4/12/23- Received the new laptop and spent hours to set up to find out touchpad does not exist. Called Lenovo to request a laptop that works
(8) 4/24/23- Service Rep emailed me. She said manager will call me.
(9) 4/29- Nobody reached out yet.
If you can see the dates above, I have been without a computer for two months now, and it took literally over 10 phones calls each time I wanted to talk to someone. They claim they fixed a laptop but as soon as I open the box, it does not work. They did not test it to see if it starts before sending it back. I had to wrap the laptop twice and run to FedEx twice but they could not fix so they replaced with a new laptop that was broken. Now I am waiting over two weeks to get a phone call from a manager. Not acceptable. I should not have to beg for a phone call when I am living without a computer for two months.”
“Absolute thieves - avoid at all costs!
Not sure where to start so I'll try to keep it factual:
1. Ordered a laptop in Dec after confirming with customer support it would delivered within 2 busines days, as advertised on their website
2. Two weeks later I was still waiting for my laptop - no communication whatsoever from them
3. Three weeks later I called them up and after hours on the phone, found out they had delivered to a different address
4. I asked for a refund and was told it would take about 2 weeks
5. Then I was told they could not locate the laptop
6. Then the confirmed they located the laptop and it was in transit
7. Then I was told I would get a refund within 5-10 days
8. Two weeks later, I'm told they have not received the laptop...
I cannot count the amount of hours I've wasted with this, and I've lost more than £1,000 in the process.
No words to describe how bad this is...”
“great computers largely, just hope there is no issue as customer service is a joke. They couldn't even get the sales part right of my order, god forbid trying to solve a technical issue. I'm shocked to read reviews saying the sales experience was solid. If how they operated with me on a non-tech issue is indicative, I would 100% believe the torrid comments people say about their inability to address real customer service issues. It was such a bad experience I'm returning the two laptops I ordered from them.
As context: Spent about 2 hours on the phone to get a simple price match processed two days after I ordered the item from their own website, and still couldn't get it processed. This should take 5 minutes. Their own price dropped by 10% over two days on their website, and I ordered the initial item from their website.
Mind you I called them HOPING to save them money and the world gas from having to return the item they sent me and have a new one come at a lower price. They advertise a simple 30 day price match and protection, but I'm convinced they put low skilled employees in place to process it to limit people using that protection. Eventually had to hang up on the CS person after waiting 40 minutes to talk to them and a Jyoti Sharma putting me on hold 5-10 times over the next 50-60 minutes, rarely ever properly communicating what she was doing.”
“-Been in contact with them both online and phone to customer service regarding returns - All interactions were either disconnected or told it was processed then never received the email with mailing labels. When I go into the return process with my orders it tells me to contact customer service! Between all communication, I have spent OVER 5 hours without a resolution - I'm enraged. They NEED to improve Customer Service with Well trained customer service, they should ask the client for a return phone number if they get disconnected, which I was 4 of 5 times. ALL of the communication with customer service - both via online chat and live on the phone. On two calls I couldn't hear the rep and with a language barrier, it made it almost impossible to hear.”
“Disgusting service. Bought IdeapD 3 Flex on 20th Nov 22 with known 2 week delivery. Then email delaying delivery. Took a phone call to get it finally delivered 8th Dec 22. It failed to go through the inbuilt initial set up. Called tech support. Just turn on and off I was told. Did this several times. No difference. Then no further assistance was offered. Just told to phone customer services to get a replacement. It us now 20th Dec 22 and after 2 more phone calls, just received an email saying I would get another email within 3 days to ARRANGE (not actually) pick up. Then god knows how long to get the replacement. SO. Asked a tech friend if any workaround. Had it working off line within 30 mins!! Hopefully done the right thing by cancelling the return. TERRIBLE SERVICE FROM ALL DEPARTMENTS. AVOID.”
“I bought a S340-15API Laptop (ideapad) - Type 81NC which keypad was faulty from the beginning (several keys not working), but because I bought it in France and was back in Canada where I work, Lenovo Canada wouldn't take it to repair it, even if I was ready to pay whatever international extension of the warranty. I had to go back to France to have it repair, it took them a month, and when it came back other keys were faulty, and the back case was cracked by their employee screwing the screws too hard. I had to go back to Canada, because this is where I work, so they won't take it for repair again. They have an awful after sale service for a company that sells such bad devices, they never apologize for anything, the agents are not helpful and just won't write back when I ask for remote assistance. I used to really like this company, they were building strong laptops, but not anymore, they completely deteriorated.”
“Terrible Company. Looks nice and their sales team is competent. They trick you into believing a Lenovo Laptop is a good idea but boy is that deceiving. My machine failed after a month. Returns only possible 14 days. Customer support not helpful. Windows system error with no other option than resetting it. Untrustworthy company selling untrustworthy devices. Stay away!”
“HORRIBLE CUSTOMER SUPPORT. HAD NO KNOWLEDGE ON SIMPLEST SET UP QUESTIONS OF TABLET. THEY REFUSED TO ELELVATE TO SUPERVISOR.
I WILL MOST LIKELY BE RETURNING THIS TABLET DUE TO CUSTOMER SERVICE”
