Bryant T

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Horrific Customer Service

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I ordered a product online during their black Friday sale. In the process of ordering the laptop, the item apparently became sold out. This took place right after I put in card info and had already confirmed the purchase. The unfortunate part is I was NEVER prompted with a confirmation number/order number, it has been over 2 days and I have gotten NO email and every time I call no one seems to care and I have even been hung up on. Theyve charged my account and I have no record other than the charge on my account. I would never ever order anything directly from Lenovo ever and honestly recommend you do the same. This is the WORST and I mean absolute worst customer service (if you can call it that) I have ever received. I like the product as far as the laptop but if you cant support your products and answer simple questions WHY should and HOW can I buy from you???
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Loss:
$636
Pros:
  • Great prices
Cons:
  • Customer care poor competencies
  • Zero customer service - pay bright is awful
  • Customer service

Preferred solution: Deliver product or service ordered

User's recommendation: NEVER order from Lenvov

BIN W

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Verified Buyer
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Verified Reviewer

Worst shopping experience and worse customer service

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Lenovo - Worst shopping experience and worse customer service
Lenovo - Worst shopping experience and worse customer service - Image 2
Lenovo - Worst shopping experience and worse customer service - Image 3
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I ordered three Refurbished ThinkPad P73 on the official Lenovo Outlet store in early February and received the packages one week later. However, totally wrong items were sent by Lenovo; the received units were ThinkPad P1, while the packaging list still showed ThinkPad P73. I contacted Lenovo right after received the wrong items, and was told that a member of their order management team would connect me to send me the correct items. However, after waiting for a whole week, there was no any update. I had to contact Lenovo again, and was told that they cannot provide replacement and can only provide full refund. I wasted a lot of time to contact Lenovo representatives and no meaningful solution was provided, instead of keeping on reiterating the same words. I want the correct items, not the refund, this is why I placed the orders in the first place. I felt I was fooled. It was really really frustrating. Lenovo's customer service just cannot provide any meaningful support, except wasting time of their frustrated customers. For me, this is the second time in less than three months with regard to wrong item being sent by Lenovo. I placed an order in last November, but, after a whole month of waiting, received a unit with wrong condition (order was for New, received Refurbished) and wrong spec (order was for 4k touch OLED screen, but received 4k non-touch screen). Lenovo refused to replace with the correct one. After another month of endless and useless communication with Lenovo's representatives, I finally had to give up and accept it with a small amount of compensation rewards, because the model is still the same and the wrong spec is only the screen. Never expected to have the same, even worse experience in such a short time frame. Deals on their official store look more and more like scams. Shopping experience at Lenovo is way worse than other manufactures. For comparison, I had an order on Dell Outlet also in last Nov and the item was also refurbished. The item I received was imperfect and I asked for replacement; later on, though not very soon, Dell provided me a replacement and even better that the replacement unit has a better spec than my order, as a compensation. I do not ask for better spec or whatever compensation from Lenovo, I just want the correct items being shipped for my orders, which is the obligation and very basic commitment that Lenovo, being such a big company, should provide to their customers. I searched online, just figured out that I am not the single victim.
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Cons:
  • Service is the worse
  • False promises
  • False advertising

Preferred solution: Deliver product or service ordered

1 comment
Cody T Tsm

They never send the correct item. Needed a simple battery replacement on a new laptop.

Two weeks later and I am still waiting for my "next day premium service".

They even sent out the wrong repair item a week late. Terrible company

vivek a Mtp

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Verified Reviewer

Never Buy a Lenovo Product

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I have bought Lenovo Idea Pad in Sept 2020 and within 1 month the machine stopped working. It took me 1 hour to reach customer service on phone. Once I reached them on phone I was told you have a premium service so call another no.. I was glad that I will taken care quickly.. premium service was horrible. its being 2 months my laptop is still down and there is updates on parts and service engineer. I..I keep calling their no. service engineer came and told there will be a part required and then another one came with a faulty part. really disappointed.
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Loss:
$800
Pros:
  • Price
Cons:
  • Zero customer service - pay bright is awful
  • Zero customer support at this point - get in a computer line

Preferred solution: Full refund

james s Kkr

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Verified Reviewer
| map-marker Kinston, North Carolina

Very excited

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I love that Lenovo is privacy conscious it is not their fault that a brand new device purchased two days ago does not work up to expectation. I am calling the posted customer service number listed in Morrisville. I will let you know how it goes. Apparently the preinstalled word is not working as designed. Wish me luck.
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Preferred solution: Let the company propose a solution

Rachel B Jhx
map-marker Somerdale, New Jersey

Awful customer service

My battery died after 6 months. Since it's under the warranty, I sent it in for repair. They have it since Nov 24. They told me they would return it after 9 business days. They have it for 5 weeks now and no one can tell me when it will be repaired, when or if I can expect it back!
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Preferred solution: Deliver product or service ordered

User's recommendation: stay away, stick with Dell

Anonymous
map-marker Faridabad, Haryana

International warranty does not support the India region

I am facing a slight issue with the aux port on my Lenovo IdeaPad Flex 5 14ARE05, S/N: R9116M9C. I approached a Lenovo Service Centre in Delhi, India and they refused to entertain any of my requests to fix the same. They told me that despite the fact that my laptop is under international warranty till March, 2021 this region that is India is not supported and the same had not been clarified at anytime by your company at the time of purchase. I would like it if this issue is resolved at the earliest. Please suggest remedial measures.
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Anonymous
map-marker North Hills, California

The Worst Customer Service and Order Support!!

Placed an order for a ThinkStation on 11/26/2020. Lenovo confirmed the order on 12/02/2020, not sure why the delay but anyway. Received an email on 12/15/2020 from Lenovo telling me it was shipped. Received an update text from UPS on 12/17/2020 telling me an Address Change Request was made...now the fun starts. For 6 days I've been trying to find out whats going on. Spoke with UPS and Lenovo more than 12 times. Lenovo CS reps are inept and so lost it's scary. They don't read the notes, they lie through their teeth and will tell you whatever they have to in order to get you off the phone. This is absurd and quite shocking. I had much higher hopes for Lenovo. As of today 12/22/2020 my order is supposedly on the East Coast in their warehouse even though I'm on the West and the fu**king order has not been delivered to me! When I call in, Lenovo CS says your order has been delivered, whats the problem. SERIOUSLY!! You idiots, look at the address and name!!! Good grief!!! Lenovo CS is misleading and deceptive and worse yet the most intellectually challenged clowns that I have ever had the pleasure speaking to. Be prepared to be on holds for hours and when you ask a question they can't answer, they put you hold until you hang up! Good luck getting in touch with corporate or anyone in the US that can do their job, all calls are rerouted to the Philippines! Yeah, I'm beyond pissed!
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User's recommendation: Bite the bullet and order from another manufacturer

Lisa G Qhf

Horrible Service

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I ordered a laptop. The email confirmation said it would take 3 months to send. I immediately asked for cancellation, within hours of making the order. They will not cancel the order. I chatted 3 times and was told that they would e-mail me that my order was canceled. Called once- same response. Finally, was told they would not cancel. Really theft.
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Loss:
$1658
Cons:
  • Manipulation
  • Lousy customer service
  • Company is horrible

Preferred solution: Full refund

User's recommendation: Stay away

Rajendra M Xlo
map-marker Jaipur, Rajasthan

I can't play lords mobile game in my lenova M10 tablet. When I play games the tablet automatically switch off.

I want know why??
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Jndecc J

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Verified Reviewer

Worst care ......non premium care

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I purchased Lenovo Flex 5 Laptop on 12th of January 2021 afternoon from an Exclusive showroom from Trivandrum, Kerala. When visited the store for purchase after selecting this mentioned product I had a concern regarding the play of hinges since this model is 360 degrees rotatable one.

I highlighted my concern for which the executive in shop assured its an award-winning model for the shut and close functionality. SO, purchased it with premium care support and extended warranty for 3 years. As a busy day I unboxed it at night and found a paint scar on the lid top which is a manufacturing defect. The very next day I called up the showroom and mentioned the issue and they asked to send the pictures of the defect and I sent it.

The next day I fetched the laptop to the showroom and show them physically and after accepting, they discussed and suggested to give a replacement. But after the consultation with the customer care, they only lip cover replacement is possible. I asked how to replace cover without opening the system as it is touch screen laptop and was unacceptable to me to open the brand-new laptop in 2 days of purchase and I raised the concern to Lenovo staff and show room person. They assured that only experienced service engineer will do it..

Before that I called up the customer service and raised my concern in dismantling my brand-new laptop. They said if you are not satisfied with the service then do not sign the paper given by the service technician. I waited 10 day for the premium care support to attend my case. When the service person came then also I raised the concern in opening up the system, but he said it is the way..

It was heartbreaking to see the laptop opening, with all seals and stickers teared apart dismantling every part which should only be done in a clean room environment. I recorded the same on my phone and told him wont sign any papers and he said ok and he left. I sent an email the very day (22nd Jan 2021) highlighting my issues and concerns and asked demanding a replacement of the product. Till now there is any single response for my emails from the so called "premium customer care" of Lenovo.

24 th I asked for response, but in vein. On 8th feb 2021, My brand new laptop showing issues with closing. The hinges seems loose as the lid is hitting hard at the base while removing hand at 40 degrees. Then again there was no reply from the Customer Care.

Again, on 19th Feb again I sent another email regarding their no response I Wonder how Can they keep mum after my repeated request for reply. I then rang the Customer Service and the person asked me to Send the request to his id which was Sb14@***.Com . For that also I didnt get any reply and last day I got a Call from Customer care saying that the Customer Service rejected your request on product replacement and They will Sent again the technician to resolve. I Strongly oppose that Saying this is a brand-new laptop not a Second hand one.

So I decided to raise a Complaint against these insensible people with zero care and Claiming premium care for additional Charges.

So after the call I again sent an email asking for the decision in writing for which also they didnt respond so far... Need to sue against them

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Loss:
$1000
Cons:
  • Zero care
  • No response

Preferred solution: Full refund, Apology for not responding, compensation for the mental agony

User's recommendation: Dont buy Lenovo

Anonymous

Financing

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Tried to resolve an issue regarding Klarna after Klarna informed me it was something Lenova needed to address. Wasted over an hour trying to get ahold of someone, getting shunted from one department to another, transferred to Klarna's customer service line, and given the runaround. Nobody knew what they were doing or did anything helpful. Worst customer service experience of my life.a
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Cons:
  • I have said to you problems

Preferred solution: Contact Klarna

User's recommendation: Avoid like the plague. You'd be better off buying a computer out of the trunk of someone's car.

Veronica W Tcn

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Verified Reviewer

Does not care about fraudulent purchases.

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My debit card information was stolen and used to purchase a laptop from the Lenovo website. Called multiple times to make sure the order would be cancelled and not shipped, so I could get my stolen money back. Thankfully my bank was on top of it and cancelled the charge, but Lenovo still went ahead and shipped the package so the person who stole my information can still get it. I was assured that this would go straight to management, but two days later I have heard NOTHING from them despite my frequent calling. Thanks for nothing. I will let everyone I know not to waste their time with Lenovo.
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Loss:
$1082
Pros:
  • Get to listen to a lot of hold music
Cons:
  • Lousy customer service
  • Cheated

Preferred solution: Apology

User's recommendation: Horrible customer service. Will tell you what you want to hear.

Hiawatha Geh

Poor customer service sales

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There is no real customer service. I cant get through to a person who actually can sort the problem out.
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Cons:
  • Lack of customer support

Preferred solution: Get rid of Digital River Ireland

User's recommendation: Do not buy anything from so-called Lenovo

Anonymous
map-marker Oklahoma, United States

Complain

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Wont honor warranty they suck
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frederick R Lfv

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Verified Reviewer

Very bad experience with Ideapad S145-15API TERRIBLE LAPTOP!

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Very poor laptop. Mouse touchpad does not work. Touchpad only works intermittently. Font size constantly changes as you move the mouse across the screen, making it impossible to see and read the screen. VERY difficult and infuriating to use this terrible laptop. My only advice is DO NOT BUY! The customer support is equally terrible -- you can't reach a support person, you can't understand their English, they flounder around. VERY BAD SUPPORT!
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Loss:
$605
Cons:
  • Screen constantly changes font size
  • Mouse unworkable

Preferred solution: Full refund

User's recommendation: Stay away from Lenovo. VERY POOR LAPTOP!

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