Lenovo Customer Service Complaints - page 2

Just bought a brand-new Yoga 6 and after 1 day Screen is yellowish. I report to them and their resolution is to replace the screen of the 3 days old laptop. I disagree and demand to replace it. as of this writing still no resolution received from them.

Most difficult company I've ever dealt with in terms of customer service. I've had an issue with their laptop and dock not working together. Both products are brand new. I've attempted to update all the firmware/drivers/software that I can find online. I've confirmed the two are compatible, but the dock is not being seen by the laptop.

The phone support is terrible. I open a case online. They send an email saying they need more information and request me to call. I call, sit on hold, eventually someone answers, puts me back on hold to verify my systems are compatible, come back on to confirm, puts me back on hold, transfers me to another group without telling me anything. I sit on hold in some sort of time and space black hole with no hope of ever being answered. I wait for 25 minutes and eventually hang up because I am not confident I'll ever be answered. I like the equipment itself, but it shouldn't be this difficult to support customers who pay thousands of dollars for their stuff. I'll be moving to another product for all future needs.

Absolutely terrible service. We purchased a product back in November and after almost two months, Lenovo still haven't sent it to us. After various calls to customer support in the past months, they proceed to tell us that the product is out of stock TODAY. This is frustrating as they could've told us before and not wait till now! We called customer support for the last hour, and it seems that employees keep telling us the same thing, or try to avoid the issue by transferring us. We asked them how they would resolve the issue, and they best they said was to look for an alternative product, and give us a small discount which was not a good idea since the price exceeded far too much from our order, and the discount hardly made a difference. I will never buy from Lenovo again and I advise others to not too.

I was lied to over the phone with customer service at Lenovo. I called in to have a manufacturers defect corrected as the laptop hinge failed to the point of cracking the screen just when simply opening the laptop, Called the next day to get the status and nothing at all was done for repair at all, just charged me more money for warranty upgrade and no ticket opened to fix it at all! Liars.

Brand new high end carbon/magnesium laptop quit. Sent in, paid for repair, received back unrepaired.

Lenovo is horrible. I have a couple of keys that don't work and i've wasted all day with their dim wits and my issue still isnt resolved. They hire people that are not qualified for the job. May as well move your customer service off shore like everyone else.
EPIC FAIL LENOVO

Bought Lenovo think pad online; it wouldn't load my primary email account ( did load my second account).
Customer service was useless: had to have sn to get help. But no an on bottom of laptop as shown in example.
Nothing on laptop or box had sn, so I tried all 6 numbers: rejected. Chat wouldn't let me proceed with 'email issues'.
ZERO help, no phone numbers, poor directions. NEVER again Lenovo producti.

Purchased Smart Performance March of 2022. Lenovo never activated it and all customer care is just ignore it.

Upgraded to their premium warranty over the phone so that we could have our laptop serviced in home, rather than sending it into their depot to be serviced and being out a computer for 2-3 weeks. After purchasing the new warranty, I called the new "premium care line". They had no idea what I was talking about and kept insisting that I needed to send in the laptop for repair. After about 4 cumulative hours on the phone with them, my issue is still not resolved.

Worst experience ever. I'm literally in tears. Laptop used only a few times for homework by my 16 year old daughter and screen went black and stopped working completely. It has been months with no resolve and hours on the phone with 'premium care who you can't understand due to bad phone connection. Not sure where they are located. I'm ready to just throw this laptop away and buy an apple computer. Literally can't afford to spend more time on this.

The worst experience ever. Simply awful, one month and counting to get my computer fixed.

Fictitiously upsold into 'premium care'. One month of chasing. Engineer calls that were a week apart and lasted for two rings, no way to call them back. My repair has been cancelled, details lost. Even their feedback and review links do not work. I have used their escalation links, no response. Even their phone numbers go back to the wrong locations and teams.

For a tech company this is simply outrageous. If you have warranty (as I did) on a laptop that is broken, send it back to where you bought it. Being told that it is faster to sign up and pay for 'premium care' is simply criminal and false. I want my money back, but if it is half as difficult to get my money back than it is to get a laptop fixed then they can keep it.

DO NOT USE THEM, GET OUT, SAVE YOURSELF THE EXTREME FRUSTRATION AND ANGER...

My laptop needs a couple fan. The fan it has bad vibration.

Each time I call premium care. They either disconnect me after one hour on the phone. Or spend hours doing nonsense remotely on the Machine.

THIS is what happens when you outsource and cut costs as much as possible. I am sick and tired of calling for assistance and getting some guy on speakerphone with a damn dog barking or a tv on in the background. I can barely understand most of the individuals that answer their phone. How hard is it to hire COMPETENT staff for this stuff?

The first two times I interacted with their customer service via twitter were pretty good!! They were pretty responsive, friendly, and (at least in the second time), helped me get what I needed!
However, it all went downhill from there.
So my laptop was having issues with the charge port, multiple repair shops concluded that they couldn't fix it because the parts were proprietary, and the charge port was connected to the motherboard.
So I asked them about it on Twitter and was given a number to call.

I called the number. It had a menu that was very confusing to navigate, and the audio quality was awful, eapecially when I actually connected with someone. I had a lot of difficulty understanding them due to the audio quality and my own auditory processing disorder(which the audio quality exacerbated) but I got the gist of it, which was that I would have to send my laptop in and pay for the repair since I ran out of warranty. But when I asked for the address, the person (who had already seemed annoyed at me not being able to hear them because, again, the call had such TERRIBLE AUDIO QUALITY) put me on hold, and after waiting for a bit I got sent to another, different menu. I struggled to navigate that one as well and connected to someone else who said that that wasn't where you were supposed to call (yeah obviously, i got connected to a random menu outside of my control) and put me on hold, presumably to connect me to who i was supposed to talk to. But after a few minutes I got disconnected.

Not wanting to navigate the confusing menu, deal with terrible audio quality, and state my name, case number, etc all over again JUST to get the address to send my laptop, i reached out to the twitter team again explaining the situation, and after giving them the information they asked, they said they were escalating my case and that I would be contacted soon.

I was not contacted soon. Or at all, for that matter.

So after a while, I messaged them again, stating I had not been contacted. .
In about half an hour, they asked if I had checked my spam and other folders. I had, but just to be sure, I double-checked. Barely two minutes after their message, replied that I had.

This was May 27, 2022.

Despite trying multiple times to get them to respond, I heard complete radio silence until just this last Thursday, June 9th, 2022.

They told me I would receive an email that day, and to give them about 24-48 hours for their team to email me.

it has been 96 hours (according to Siri, I haven't actually kept track lol) and I have not received any emails or anything from them. And at this point, I just feel like contacting them again will be pointless and I'll never have my computer fixed.

It seems like the problems that X-Lenovian described back in 2013 (in the employee comments here) still apply.

Honestly, even if they start being responsive and fix my laptop, I will definitely not be purchasing anything by or from Lenovo in the future.

I have a lenovo Yoga 9i which I purchased not even a year ago and I have had persistent freezing issues where it will completely lock my computer. I attempted to get it fixed three times already and had the motherboard completely replaced to no avail. it still persistently freezes. lenovo refuses to replace the laptop despite it being less than a year old. I would NOT recommend this product or company, especially if you are a student who cant afford time wise or financially to deal with this company. This is probably the worst expeirence I have ever had with a tech company.

Lenovo Is The Worst-case Computer Support I Have Ever Dealt With !
This Is My First And Last Product From Lenovo I Ever Buy.
Very Poor Customer Service People To The So Call Expert Technical Help, What A Joke !!

Lenovo PC Premium care. I returned PC for warranty repair. They threw a video card inside case with plastic wrap still on it and not hooked up. I sent it in again and then lenovo tried charging for what they damaged. They then returned to me with all cables disconnected and the SSD drive was missing and cables unhooked from the mother board. Nod I have waited for their response for 10 days. This case has been going on for over 2 months. Beware. Do not buy lenovo.

I have been waiting 6 months for a credit of a returned laptop. Several hours and phone calls over the course of 6 months, only to be told every time "It will process and credit this time, wait 7-10 days for credit." I have opened an escalated case with the Lenovo supervisor and still the billing team is failing to issue my credit even though they are emailing me credit memos. At this point I have issued a demand letter and following up with small claims. Not to mention it is very difficult to communicate with "specialists" that can not speak English. I strongly advise to avoid Lenovo products because their customer service is horrible.

My overall experience has been awful. I have a Legion 7i that is almost a year and a half old. One day, it began looping through a brief flash of the keyboard backlight and shutting down before attempting to start back up and repeating the process. I understand their techs read through a script like a "choose your own adventure" book but every subsequent tech I spoke either didn't read the notes a previous tech wrote or there were no notes to read. They sent me an "official" Lenovo USB drive loaded with Windows 10 that did not work to fix the issue. The fifth technician finally had me send in my machine.

They provided no useful updates on their site, however they sent various texts updating the status but most of them were generic saying that service was in progress. The last few texts I received said the repair was on hold then the repair was completed but then another saying the repair was on hold and Lenovo was going to contact me. A couple days later, I have a tracking number and then I get my computer back. Okay, fine, it's fixed - the work order included said the motherboard and SSD were replaced - and it worked fine for almost two days. I ran through all the Windows updates as well as a Lenovo-issued BIOS update which all completed successfully. Machine reboots, I go into the BIOS to see if anything noticeable had changed and when I exit the BIOS, it decides that it needs to fix itself and is now stuck in a perpetual "self healing BIOS" loop.

So now I'm back to trying to talk to someone. Their phone support is awful if you manage to get someone to stay connected for more than 30 minutes. Their chat support is awful and the techs disconnect even more frequently. One tech even said they had to juggle 6 or 7 chat sessions at once (which apparently is common) so replies were very slow and more often than not, I got disconnected because the agent was idle too long.

Various agents say they need to confirm either my age, my address, my phone number (very inconsistently mind you, because not all agents "verify" anything). The two agents that have been the most friendly were the ones that had me send the machine in for service. The others that were trying to walk me through troubleshooting were not pleasant at all.

The Lenovo support site is not user friendly. Trying to get information about a ticket in progress is useless because they don't put any meaningful information in the ticket. Attempting to create a ticket through the site may work but the one I was able to initiate was closed and marked as "resolved" after two days with no word from Lenovo. I did get two calls from a Lenovo 800 number but when I answered, it immediately disconnected.

I'm a software developer and I use this machine as my primary Windows development machine. I really like the machine overall but now, the repeated problems make me seriously question the reliability and coupled with the absolutely horrid support, I do not want another Lenovo. I've used IBM's back when they were still IBM and they were rock-solid. Lenovo machines are a far cry from the quality machines IBM used to make.

I got my laptop two weeks ago and less than TWO weeks the laptop broke down. Had to send it to its repair center and waited for 5-6days to hear back from them. So far it was a smooth process. HOWEVER, I opened the laptop box they sent back and saw a long DEEP scratch from top to bottom. Apparently it was cut through a cutter. Called their service number spent 1.5 hours trying to get to a representative. They say they won't allow return/ I had to send it back again for repair. It is a total nightmare. Stay away from Lenovo. Worst nightmare ever. Customer service is a joke.

CRAP in capital letters !!
I'm very known with BIOS ms dos, you name it, but Lenovo NEVER worked, after 2 weeks the crap starts, not even run well for 24hours straight.
TOTALY waist of mony STAY AWAY from LENOVO

I bought the Lenovo UN3481 a few days ago and have been unable to connect to the Wi-Fi. I have spent an hour on the phone with tech support to have them barely understandably tell me I had to pay for that service and I could not talk to a supervisor. I'll take my $899 for the computer and $100 for the extra warranty back from costco as soon as I submit this.

Have tried four times to get the screen on my laptop repaired. The techs seem to have no idea. It has been returned for service twice. Same issue. Most recent idea was to reset the laptop factory defaults. That is not an option at this point.

Horrible " Customer Service " ... Made In China , Go Figure ... Freekin Garbage .
2 Computers Broke In 2 Months And I Cannot Get Someone To Help Me With My Issue . Staples Washed Their Hands Of This Crap That They Sell To The Public

one of the worst customer support team that a company can ever have is lenovo.