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We purchased Lenovo Premium Support at $19.99/month to try to fix our Lenovo. The tech was totally incompetent.

After several hours, my husband fixed the computer himself, and then called Lenovo Premium Support back the same day to cancel and request our money back due to the complete incompetence of the tech. We sent an email as well canceling because we didn't trust them. Their online policy says we could cancel within 30 days and receive a full refund (see link), but we canceled the very same day. Thereafter, they never refunded our money, and have since billed us for two additional months.

When I call to address it, I get a foreign call center where "Karthik" and "Veejay" argue with you and pretend not to understand what the problem is, and simply say "the tech noted he fixed your computer." You are promised a call back within 72 hours by an escalation department. We never got any call whatsoever, but the call center says it was documented that we were called, that we didn't answer and they left a voicemail - total, absolute lie and never happened. This is just a way to put you off for 3 more days waiting hoping you'll forget and they can charge your card for another month. Veejay also told us Lenovo will continue to charge our credit card the $19.99/month unless we pay an early cancellation fee of $60.00, but refused to acknowledge that we canceled the exact same day we ordered the "premium support" service and refused to acknowledge we also sent a confirming email of our cancellation.

He just ignores what you say and keeps repeating the same thing. When I told another call center representative this was fraud, she said "this is a professional call and you cannot use profanity." I asked her to explain to me how I used profanity and she said I used the word "fraud." This is the kind of nonsense you have to put up with with when you call their call center. The bottom line is that Lenovo IS conducting fraudulent business practices and their "premium support" service is a TOTAL SCAM as their techs are completely incompetent, the representatives refuse to honor their own terms and conditions posted online by refusing to cancel the monthly service so they can keep charging your credit card, and then they try to extort $60 out of you in order to cancel! I am reporting this matter to the Bureau of Consumer Protection with the Federal Trade Commission.

DO NOT BUY LENOVO PREMIUM SUPPORT OR LENOVO COMPUTERS.

We will never buy another Lenovo ever again.

Reason of review: Zero customer service, incompetent techs, fraudulent business practices of Lenovo.

Monetary Loss: $60.

Preferred solution: Full refund.

Lenovo Cons: Deceptive and greedy lenovo repair service, Incompetent techs, Fraudulent business practices, Zero customer service.

Location: Littleton, Colorado

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