This is the third attempt to log this complaint regarding the screen shutdown (going black) issue with my Lenovo Flex because the screen keeps shutting down! Do NOT purchase one of these models until Lenovo corrects the issue with connectivity between the body and screen. Additionally, I find customer service representatives rude and insistent on blaming the customer for their issues. I was promised an escalation of this complaint and contact within a couple working days and it's been almost a week. No contact. I'm sure there are many satisfied Lenovo customers, however why take the risk in purchasing a Lenovo product? Look elsewhere.
I purchased a Lenovo IdeaPad Z580 in January 2013 after my HP laptop stopped working (which I had for 2 years). I conducted my purchase at Office Depot. At first, I loved the computer. It ran quicker and was easy to operate. However, my impression changed about 2 weeks ago when my computer showed the "blue screen of death" and I couldn't repair it myself. I even used the One Key Recovery and it didn't even work. It kept giving errors and would shut off or restart. No matter what I tried, it didn't work.
Since my computer is still under warranty, I had to contact an authorized service provider and there was only ONE in my city (and my city is pretty big). I called them and explained what happened and they asked me to bring the laptop in and warned me that the turnaround time was 7-10 business days.
I brought it in Monday of last week and waited. The receptionist told me that the technician would call me on Tuesday but he never did. I found out today that he was out of town. I called him today and he informed me that he was unable to perform any services because my s/n was not one of the systems they are authorized to service. I'm posting a different review on this company but I was furious. They told me to call the company and I would probably need to send it in.
I called Lenovo and I cannot stand their automated system. It sent me around in circles and the music is very annoying. I finally reached a specialist and told them of the problem and that I needed a working computer right away since I am taking online classes. They told me there was nothing I could do but send it in to their repair depot (and I have to foot the bill) and wait another 7 business days to hear anything back. This is too long for me to wait. I don't like that they don't provide options.
Resigning myself to my fate, the specialist asked me for my email and told me he was sending me an inventory control sheet that I needed to fill out and send with the laptop and also instructions on how to send it in for repair. I spelled out my entire email address but he still managed to send it to a different email so I never received it. I ended up having to call them back (again with the annoying music and runaround) to explain YET AGAIN that I needed to have my PC repaired. The second specialist was a little more helpful and could understand me better, thankfully.
So, I am forced to endure 2 weeks (at least) without a computer and I am very frustrated. I've never had problems with Dell, HP, or Toshiba but Lenovo is supposed to be better and my computer failed after 4 MONTHS! I understand that problems occur but I wish they provided better options.
AUGUSTA, GEORGIA -- I had purchased a laptop from the outlet store after having good feedback from speaking with a sales associate. When I received the order confirmation that same day, the 4th of Feb, I had been shipped the wrong T430, a S instead of a U. When I called immediately I was told I was unable to cancel, I called back when they refused to transfer me and someone said they couldn't either so I had to call again and the third person said that they would be able to cancel it. The next day I received tracking info and the item was being shipped.
Called in two more times to try to get it cancelled to no avail, a third time proved effective and the shipment was turned around in transit. When the item was received back at the warehouse on the 9th of Feb I called in regards to my refund being processed. The first two people that I spoke to assumed the "Delivered" status meant I had received the item, the third person finally understood the situation and said they would try to issue a refund and it would take 3-5 business days before I'd see it reflected on my account.
I called in on the 14th of February to inquire about its status, of which the first person was confused, and they stated the same thing, "3-5 business days sir." I called in two more times, the first unable to understand the situation and the second being unhelpful as well. I called back in on the 21st of February to inquire about my refund, first time the person was unhelpful to an extreme degree (tried to read the same paragraph I had been read before after telling me that the item had been delivered). The second person was also equally unhelpful and the third proved to be of the same quality.
I called in a 4th time to find that the person was somewhat helpful and stated that no refund had been started and then quoted me the same thing, 3-5 business days. I then called in on the 23rd to make sure it had gone through, first time failing to even get my query across and the second person quoting the same thing as the past and a fourth confirming that the request had been received.
I then called on the 25th to check only to receive not only an unhelpful representative but a rude one that made accusations about my character as well as my purchase. When I called the next day on the 26th I tried other departments for help. Every person I spoke to couldn't help me cause they didn't know what I was saying, would not help me at all and rudely hung up or simply stated that they don't deal with anything after the product has been shipped.
When I continued my research I refound my hope that IBM's old quality was hidden under the MASSIVE layer of terrible that seems to be Lenovo's support, so I called in to see about purchasing one from a person. The first person stated that they would help and send me quotes via e-mail. Nothing by late the next day so I called them and left a voicemail. Nothing again the next day, same thing.
Third day I tried to get a hold of someone who dealt with selling to military personnel, as I am active duty. I was routed to a few different people before they quoted me the standard price that you could find on Lenovo's website, when I inquired if they had anything for students they then quoted me the price from the site for student purchases.
I called in to inquire about if my University had a purchasing program and I was routed to my "rep." He said he would quote me some prices for my build and would call me with them. 15 minutes later another representative calls and said they were asked to help, they quoted me the standard online price, followed by the student price when I inquired, and said they could not help further.
Tried two more times calling in for purchasing help and none was really received except "Just buy it from the website." I have since had a order already placed for me using my credit card for a T430u without my complete consent and I'm expecting more craziness to ensue as I PCS overseas for a stay of 4 years.
Throughout this whole process I was amiable and let them do their work as I had admired IBM Thinkpads since I was working on them in High School and college. I tried my best to deal with the side of Lenovo that was based in Malaysia and could barely understand me, let alone read a script properly, as I am a linguist and I know how hard it can be.
Despite all these things I had hope that someone good could come of it but I have only just received my refund on the 1st of March (almost a month later) only to find being double charged for another laptop. I don't think I could recommend this experience to anyone and I am sad to say that I may never get that Thinkpad I had wanted.
Hi there, I placed a call approximately two weeks ago regarding a manufactured defect on the LCD screen of my y560 laptop. I bought the y560 from PCC in mid December 2010, a little over a month ago... I take extremely good care of my PC products knowing how delicate they are. I never open it, I have it set up as a desktop connected to an external monitor. It's left untouched on my desktop.
I opened it up and there are multiple cracks on the lcd. I ran my fingers along the cracks to see if the glass was broken, it is not. Being that I never take it from its place or bring it with me anywhere, and there are no indentations or indications of it being struck by a hard/large object, and it has never been dropped (lack of outer casing scratches and/or cracks/fault lines) I assume that it is a manufacturing defect.
I had called on this issue and was accused of lying and was told that my machine is not covered by accidental damage. Being that it's not accidental damage and an obvious manuf. defect, I was going to be contacted by the repair/returns dept on the following Wednesday one and a half weeks ago. I still have not heard from you yet. I am not happy with this product and the MAJOR CONTRIBUTING FACTOR is that I am not getting any good service from you and this is not a company that I am happy with AT ALL.
I have already put in a complaint with your service department with my school, and they are extremely unhappy with you as well. My friends whom I attend school with are instead purchasing Macbooks from Apple because of the lack of service I'm receiving from you. One of their names is ** - I can give you a phone number to reach him and you can ask him why he's not purchasing a Lenovo Laptop from you or PCC.
When I called, the only thing I wanted done was for the LCD screen to be replaced. This was not my fault. I would be completely happy paying for a new one if it was my fault. I have no explanation as to why this LCD screen has broken and I am absolutely fascinated by the fact that it can do this all by itself. I called the manufacturer of the LCD departments that Lenovo buys directly from. They were extremely unhappy with how I am being treated. I paid over a thousand dollars!!!
That's not chump change to a full time student. I have had several IBM products in the past and I have never had a problem with them until now, and all of the sudden I am being treated like a liar and a thief because I called you for help. If you will call me back asap and help me figure this out, replace the LCD or exchange the laptop for a new one, I would be grateful. This is not something I want to share with the world. This is not an experience I am very happy with. I do not want to post this on Consumer Reports. In case you haven't figured out if I liked the product or not... I DO NOT!!
My awesome IBM laptop that I had for 4 years starting running out of memory so after a while I order a new computer. Since my father had worked and retired from IBM we went with Lenovo since they took over the laptop division and I had loved my IBM. It took them 3 months to ship me my new computer and only after I had one of my clients (who thankfully worked for them) move it along faster otherwise I don't even want to know how long it would have taken.
Then on June 24th my 2 month old puppy bit through my power cord, my dad did a temp fix on it but told me I need to order a new one. Which I did the same day. I was told it would ship the next week. Sometime in early July I notice that the money had been taken from my account so I got excited that it was on the way. Not so, middle of July rolls around and no power cord not even an estimate ship date.
I call in - got a service person who grated my nerves, got a supervisor who grated my nerves and got $15.00 off my order once it shipped, being told that a part was on backorder (a freaking power cord on back order). Estimate ship date was then the week of the 27th, no power cord.
Got an email the next week saying that they were going to cancel my order, needless to say I was a little irate. I called in and pressed the zero button and got another grating on my nerves voice and asked for someone higher than him and higher than his supervisor (since they were no good to talk to). He asked me what it was concerning and I said that I did not want to yell at him - I wanted to talk with someone above those 2 sources. He put me on hold twice, the third time he tried again.
I had enough by then since I had been on hold for over 10 minutes and told him everything and said I wanted to talk to someone higher and he said that he would have someone call me back in 48 hours and I told him that was unexceptionable and to transfer me and he said that he would not. I have a feeling someone overheard the conversation and I was then put through to a very nice woman who said that the estimate ship date would be the next day (4th of August) and she would find out why it had not shipped and of course she said that there was a part missing and it was on backorder.
And of course there are NO department stores that carry Lenovo or their powe rcords anywhere!!! Tell me how long does it take to get a simple power cord and what is horrible is that I make a living via my computer and they are costing me money everyday!
FLORIDA -- On September 10th of last year, our house was robbed and my beloved HP laptop was stolen. When we got our settlement, I set about looking for a new laptop. At that time, HP was not offering the Vista downgrade to XP, so I had to look elsewhere. On the basis of the facts that I'd heard and read a great deal of good things about Lenovo, I decided to purchase from Lenovo. I placed my order on October 15th. A few weeks later my order began arriving in Bits and Pieces. Over the course of a couple of weeks I received everything I ordered except Corel Draw Graphics Suite 4, which was priced so low I HAD to have it.
Within a week the problems started. The remote keyboard typed gibberish, the computer frequently "blue screened" and the card reader slot was either not what I ordered or didn't seem to be working properly. The only instructions I could find were loaded on the computer and they were general, not product specific and about as clear as mud. In addition, the program I HAD to have was being delayed.
I called customer service. English was clearly not their native language so communication was iffy at best. It was obvious they were working with the same set of instructions I was from the lack of information they were imparting to me. They seemed to feel that if they repeated themselves enough, I would go away. I did, in frustration. Oh, and that program? It was delayed again.
I decided to try to tackle the blue screen issue on my own. I educated myself all about blue screens and what caused them. Since the machine was not that old, there couldn't be too many causes. I began writing down each error so I could trace the cause. I updated all drivers, unloaded and reloaded programs, etc.
A few weeks later, the program was delayed again, the card slot was still not working and I could not for the life of me find any instructions for my model. I called customer service again. They could not help me with the card reader slot and all they would tell me was the ship date on my program had been moved back again. I asked why and they had no answer. I asked to speak with a supervisor and kept asking to speak with a supervisor until I got someone who understood English, wouldn't keep repeating the same lame excuses and who could answer some questions.
We'll call him CSR1. CSR1 assured me they would replace the keyboard and repair or replace the card reader slot. When I explained my frustration about the delays in getting Corel Draw 4 when I could go to my local electronics store and buy it off the shelf in a matter of hours, he suggested I do just that and send him the receipt and he would reimburse me the difference. He also said he would remove that item from my order. At the time, it seemed like a great solution.
I got an email telling me the order would be cancelled. The packing slip arrived in a timely fashion and I sent out my computer with high hopes that this would all be over soon, and after months without a working computer, all would be well. In the meantime I received the packing slip for the keyboard, but had not sent it out. I also bought the Corel Draw 4 and emailed the receipt to CSR1, which he acknowledged.
When my computer was returned, the slot was exactly the same. There were no instructions included, the blue screen errors that were a minor nuisance before were now happening almost every time I turned on the machine. (I didn't ask them to look at that problem when I sent it in the first time. I admit that was my mistake.) I couldn't get anything done without it shutting down.
I emailed my man CSR1 again and explained the situation. He acted like he'd never heard of me and sent out a rather curt response. This time I got upset. I sent back an email reminding him of his promises and the deal we had, also pointing out that he had confirmed receipt of my receipt for purchase of the program.
He sent back an apologetic letter, admitting he had forgotten who I was and what we had agreed on. He further suggested that at this point it would be best for Lenovo to just replace the machine. He asked if I would make any modifications to my original order. I asked for one small modification, but told him if he couldn't arrange that, I would be OK with it. All I really wanted at that point was a working machine and my reimbursement for what I spent on Corel.
A few days later I got a call from a CSR2 at Lenovo asking where the keyboard was. I called her back, got her voicemail and left a message explaining that since I would be sending the computer back as well per my correspondence with CSR1, I was waiting for the packing slip for the computer so I could make one trip to the UPS/FedEx place.
And that was the last I've heard from anyone at Lenovo. It's now been 6 weeks and I have no packing slips, no check and no response to either phone calls or emails. Yesterday I received a copy of Corel Draw 3 from Lenovo. I called CSR1 and asked him what was going on and would he PLEASE return my call or email me, just to let me know what is going on. Still nothing.
Now Lenovo has laid off half their American employees and are focusing on China. They have restructured their business and who knows if CSR1 still works there? In the meantime, I have lost almost $1000.00 worth of business because of this. I have filed a complaint with the state of Florida's consumer help line and I'm considering hiring a lawyer.
RALEIGH, NORTH CAROLINA -- A Complete ** from the beginning! More than two weeks ago, I tried to purchase a ThinkPad but one thing led to another and I went another route. The first order was discarded immediately because my bank was limiting transactions. Once we found a workaround, finally completing the transaction, still more issues. Things really started getting bad when I called to check the status of charge removal from a previous botched order (they cancel your order but do not release the funds, this is per the bank). I was told there were more problems with the card. This, after being in contact with the bank and finally getting a go-ahead!
They evidently took my threat seriously and cancelled my last order, even though I did not specifically say to CANCEL the order. Despite receiving a notice that the most recent order was cancelled, the hold was not released for over 10 days! Having cards from two different banks, my girlfriend involved, I was confused as to which bank it was with.
This rep's name is **, who, reacting to my confusion and frustration, even though I did NOT get nasty with him, he proceeds to become accusatory that I told him which bank to call. Yes, this is true but placing blame is NOT appropriate here. I tried to ask him to call the other bank and he called me ** and hung up. Called back and spoke with ** who was very helpful but I could not speak to management. I was promised a call back within the hour. There is NO excuse to treat anyone like I was treated! My purchase with them did not happen
Now, that said, I did go another route. Also will NOT be using the Mfr. warranty. I purchased my Lenovo X1 Carbon through Amazon and used Square Trade for the warranty. Lenovo actually puts out an excellent product. Unfortunately while adopting IBM's manufacturing methods, they forgot about customer service. I could have written the above more eloquently but I feel it would have lost some impact. At any rate, if you really want a Lenovo, like I did, DO NOT go through the manufacturer and most definitely purchase a 3rd party warranty so you do not have to deal with the company at all. I am pleased with my product, Amazon was great, too.
After extensive email exchanges this was my latest email to them. To recap: I bought a top of the line loaded x220 system and peripherals costing over $3000. I was quoted about 15 days for turnaround. My order showed up in parts over 35 days. This impacted my ability to get work done for my customers. A key item, a DVD drive kept slipping in delivery dates all the way to 2012 and then it was cancelled on me.
A couple of weeks ago I was able to find the DVD drive on the internet from multiple vendors. You can sell to resellers but not fulfill a paying customer's order. Did you consider buying back from a distributor and fulfilling my order? Did you consider telling me that I could purchase through one of your many vendors?
The additional slim power supply I purchased causes the touchpad to go haywire. After two weeks of tweaking everything on the system I found this out on a Lenovo user website where one smart user was able to figure it out a while back and let others know. Then I found a Lenovo blog where this has been going on since May. This means I was sold an item that was KNOWN to be a problem.
After I receive my full order I noted that the price has dropped considerably and I'm given the “match quote exactly” directive which is impossible to do unless you happen to work at Lenovo and have access to legacy data on parts and prices. (“Please note that closest configuration will not be accepted. It has to be the exact same configuration.” Per your instructions.)
If I should succeed in “matching quote” exactly you make it clear in all your emails that if it's not within 21 days of invoice you cannot honor it. My order date was 8/5/11. We are approaching 90 days and you are still asking me to do a quote match (impossible to do on the website because you changed part numbers) by going back in time to within 21 days of my order date. Just for my clarification, if I do manage to go back in time and get into Lenovo systems and do the match, will you credit my account within 21 days of my original order date?
MORRISVILLE, NORTH CAROLINA -- Had product for 30 days, and while watching a movie with my daughter the LCD screen started to go out on us. Soon, you could see a crack in the screen towards the bottom right section and plaid designs going throughout the whole screen. Tried to simply reboot to see if perhaps by any type of miracle that would help. But, this was to no avail.
So, due to the seller (TigerDirect) company not handling the warranties personally, I had to then contact Lenovo for service. They, at first seemed helpful and more than willing to service the product. I gave them all the information regarding the Netbook S/N etc, they stated that they would not be able to send me a mailer. So, I had to pay for shipment to their service facility. So, I then paid for the product to be shipped via UPS.
A few days later, they called to let me know that the Netbook had been received and that the charge for repairing would be $154.00. To my amazement, I asked them why exactly was I being charged for a 30 day old product that had a defect in the LCD screen? The representative stated that it was a customer induced problem, and that I had broken the screen myself. Needless to say I plead my case and stated that I had simply been watching a movie on the Netbook with my daughter when the problem occurred and there was no foul play, nothing was dropped, nothing hit the Netbook.
At this point, they were not going to budge, and were very belittling stating that they had professional technicians that know for a fact it was customer induced, and not a problem of theirs. They said their warranty only covered the hardware aspects of the products they manufacture. Not the LCD, which isn't exactly a software issue. Then tried to lay out analogies of the automotive industry and mechanics.
I then requested to speak with a supervisor, explained the whole situation that was now going on with me and Lenovo's support team. Again, nowhere, he simply stated that they will not fix this at no charge, and that if I wanted they can simply send it back as it was, when I sent in. I am simply beside myself to have purchased a product only to have it go out in 30 days, and not have this covered, then they have the audacity to suggest I buy their extended two year service plan...
In conclusion, I paid the $154.00, cause the Netbook is for my little girl, and I knew that they were not going to help me in any way, and only wanted extra money out of a "former" customers pocket. I recommend anyone who is looking to by a new Laptop or Netbook to simply stay away from this company, as they do not care to service when needed, and are simply RUDE and unprofessional.