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1.4 out of 5, based on 14 ratings and
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Lenovo Laptop
Posted by on
Rating: 1/51
COOK, MINNESOTA -- I am writing in regards to an incident that occurred with my Lenovo Thinkpad W530 Laptop. While waiting for a metro coach...I was standing with my laptop hanging on my left shoulder...when a man went around me and knocked my laptop off my shoulder.

After being a little more than annoyed with this very impatient man...I picked up my laptop carry case, boarded the metro coach and went home. I had no idea there was any damage to my laptop at that time.

Upon arrival to my home... I pulled my laptop out from the carry case to finish a project I was working on and when I opened it... I noticed that the lid was loose. As I began looking at it...I noticed a large crack on the left-side of the hinge assembly, along with some damage on the bottom left-side corner of the laptop.

I can't imagine how this damage could occur...my laptop was within a Targus Checkpoint-Friendly 16" Corporate Traveler Case, which is well made and specifically designed for travel. The crack on the left-side of the hinge assembly has become worse due to opening and closing of the lid, even though I have been very careful opening and shutting it.

I do not expect any service due this event having occurred shortly after the warranty ended, but I am hoping that consideration will be given to the damage of my laptop.

Thank you kindly for your time and interest.

Stephen Tilson
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FoDaddy19 on 12/09/2013:
Even with a case damage can and does occur. And even if this had been in the warranty period, it wouldn't be covered as manufacture's warranties cover manufacturing defects. If the laptop was dropped, even if it wasn't your fault, that damage wouldn't be considered a manufacturing defect., hence repair costs are your responsibility.
Soaring Consumer on 12/09/2013:
Unfortunately even if it was under warranty the manufacturer would not have covered physical damage. Sadly parts in electronics are becoming more and more fragile. Your only possible avenue of recourse would have been to pursue the repair or replacement cost from the person that bumped you, which is at this point is sadly an improbable option.
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Lenovo Customer Service Is Horrible!
Posted by on
Rating: 1/51
Lenovo customer service is awful! My daughter ordered her first laptop to go to college. She researched it and placed the order directly with Lenovo. The next day, the exact laptop is discounted over $200 on Lenovo's website.

She called Lenovo and asked if they would do a price adjustment. They said they would otherwise my daughter would have canceled her order and reordered it again.

The laptop hadn't shipped yet.

Fast forward to two months and probably over 5 hours on hold and over 20 emails, they still have not honored their agreement to price adjust.

I have gotten promised it many many different times, different agents etc with no results. I pray that the laptop doesn't need service because I am afraid that we will have paid $$ for support and they won't honor the service agreement.

NEVER again will I order from Lenovo. I feel that they are dishonest and took advantage of my daughter.

Find another laptop, it just isn't worth it!
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cmthru on 09/17/2013:
I would have cancelled the original order and then placed a new one. As to their tech support I have no complaints. I have one of their desktops which developed a major failure. One week after I contacted them a tech showed up and replaced the motherboard.
nikalseyn on 09/17/2013:
Lenovo seems to have inadequate customer service---as your missive indicates. It sounds like you paid extra for "service" or an extended warranty. Never a good idea. Like throwing money away. In any event, Lenovo is just a name you are paying for. Both Dell and HP make better computers for my money. But, don't expect great customer service from any of these companies.
Weedwhacked on 09/17/2013:
If the price adjustment promise is not in writing you may as well forget it. She agreed to the original price so just let it go.
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Customer Support Has Improved at Lenovo
Posted by on
Rating: 4/51
I had a frustrating experience trying to get Lenovo to correct a wrong warranty date in my newly purchased laptop. . it showed beginning 2 weeks PRIOR to the purchase. 6 emails, 4 phone calls with repeated requests for documentation already sent-- then on the phone 3 times they outright lied & said it had been fixed when it had not. I gave up in frustration.

But it became an issue when I did need a warranty repair. It had been several months since my last contact. . . Now they had a link just for correcting wrong warranty dates-- and it was done immediately.

Based on the previous phone support incidents, I had dreaded phoning Lenovo, necessary for making a warranty repair ticket. . .However, the man {Ryan} who handled my case during a long, involved phone call was quite efficient, helpful & friendly. . (and no lies- ha). It all went smoothly as can be.

It appears Lenovo has re-vamped their customer support, as the warranty correction is in Argentina & the warranty repair support is in the Philippines, whereas before, it was all in India.

I was the first to 'bad-mouth' Lenovo before-- but fair is fair-- things are dramatically improved & better now.--at least in my experience.
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trmn8r on 09/08/2013:
I am glad to hear this. I am planning a new computer purchase, and following a painful journey through Dell Hell, I am hoping to return to the Lenovo fold.
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Worst Customer/tech Support EVER
Posted by on
Rating: 1/51
I will start off by saying that I have purchased from many other computer manufacturers before so I have a lot to compare this company to. By far, Lenovo has the worst customer service. Not only do 4/5 of the staff not even speak good English causing you to have to repeat yourself a thousand times but you literally have to be transferred to ten different people before you get someone that even works in the department you originally needed (despite selecting the correct option and despite explaining your issue to every single person).

My husband had an issue with his laptop and spoke to someone early in the morning who told him that they would be sending out a recover disc which would fix his problem and it'd be no charge to him however the department responsible for sending out said disc wasn't in yet. Keep in mind I have a app on my phone that automatically records my calls. My husband was told someone would call him after 10am to discuss having the disc sent. No problem, right?

Well 10 comes and goes as does 11,12,1 you get the idea. We call back in just to get the run around and now we are told that they will charge us $60. Don't bother with this bootleg basement run operation.
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FoDaddy19 on 07/29/2013:
If you've purchased computers from many other manufacturers then you probably already know that the vast majority of the time it's the customer's responsibility to burn your own recovery media. It's one of the first things you should upon booting there computer for the first time. If you neglect to do this, and your computer has a problem that requires the OS to be reinstalled, then you will have to purchase the recovery media from the manufacturer, this is almost never free.

Furthermore you're going to be hard pressed to find any manufacturer that doesn't outsource it's tech support and there will be a maze of phone menus to navigate.

With that said if they said there was no charge for the recovery discs, then they honor that.
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Poor Customer Service & Sales
Posted by on
Rating: 1/51
I purchased a Lenovo Y500 on the Lenovo website. This machine has been getting high marks and they offered a great deal! Better than any other reseller. Six days later, I received an email that my order was cancelled! I immediately called the number to Lenovo Credit Card Services listed in the email. After waiting 15 minutes, I received an automated message that due to circumstances beyond their control, they could no longer accept phone calls! The email did not list hours of operation.

I went to their website. I tried their online chat. I waited for another 15 minutes before my laptop died on me. The next morning, I got up extra early to call them as soon as their east coast office opened (I reside on the west coast). Another 17 minutes on hold. Finally, a stressed young woman answers. She informed me that they do not deliver to hotels. I am an IT consultant. I travel. I've had HP ship my last laptop to me to the hotel for which I was staying three years ago. No problems.

It takes six days to cancel my order? And, they don't deliver to hotels? How hard would it have been to let me know that upfront? I receive packages from Amazon, TigerDirect, etc. all of the time. Lenovo does not want your money! Very poor customer service and very poor policies!

I need to shop for another laptop - NOT LENOVO!
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FoDaddy19 on 07/03/2013:
I have the same laptop, only I got it from Newegg, when it was on sale for $899. Excellent laptop for the money. Once I installed Win7 on it, I haven't had any problems with mine.
Old Timer on 07/03/2013:
The issue here is the delivery of the laptop, not the quality of it. Pahender, most ecommerce sites use a security system that will block an order where the ship to is different from the credit cards billing address. They can manually over ride the block but seldom due, unless they know you well of can convince them it's a real order. Shipping to a hotel is risky at best for an online retailer.

You can thank our friends in Nigeria and China for a lot of today's security measures.
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Worst Product Ever
Posted by on
Rating: 1/51
TEXAS -- My wife purchase a Lenova laptop for me at Christmas 2011. On Jan 3, 2012 I had to return it because the hard drive crashed. I lost all my information and it was not recoverable. I received a new one from best buys because of the warranty. On May 3 my new laptop will not turn on. I took it back to best buys and they have to send it out to Lenova for repairs. They told me it would take up to 3 weeks before I will receive my laptop back. This was the worst 600 dollars we ever spent. DO NOT PURCHASE A LENOVA LAPTOP. THEY REALLY SUCK!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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trmn8r on 04/15/2012:
I believe you a referring to a Lenovo laptop purchased at Best Buy.

The key here, in my opinion, is you bought it at Best Buy and the price was $600. Lenovo makes a good product, but not for $600.

I checked out the laptops at Best Buy a few months ago, and they struck me as flimsy and poorly engineered. I paid $2000 for a Lenovo in 2000, and it was built like a tank and worked great. I bought a Dell for $700 in 2006 and it was a piece of garbage. I am hoping to pay more and get more next time - we'll see how that pans out.
MRM on 04/15/2012:
In my opinion, all laptops are filmsy, which is why I use it occasionally. When I'm at home, I only use a desktop computer. When I'm on the road and I bring my laptop, I would treat it gently.
trmn8r on 04/15/2012:
This may be true today, MRM. I hope it isn't. I really am looking forward to prying my wallet open twice as far and getting something that lasts and feels like it is reasonable quality to use. You know, nice keyboard, screen, case stays together and the finish doesn't wash off with water.
oldisgood on 04/15/2012:
Lat year I bought a laptop. I am elderly and did not know what I needed and salesmen just confuse me. I asked my computerperson (a stand alone business) to order one for me. With me present she ordered a Toshiba w/Windows 7 with just the junk I needed. I do not need the mega tetrabyte stuff because I do not play the video games. Anyhow, the computer was built for me by Toshiba and it took only about a couple of weeks to get it. I then took it to mycomputer person and she set it up for me. I only paid less than $700 dollars for it and that included the setup and the Windows Office and all that stuff. I absolutely love my computer. It works great.
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Do Not Buy / Bad Customer Service
Posted by on
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 (Tiger Direct) 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.

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Lenovo laptop warranty may not be the 1 year you think
Posted by on
MORRISVILLE, NORTH CAROLINA -- My son bought me a Lenovo (ex-IBM) Y550P laptop computer from newegg.com. He has had generally good experiences with newegg.com. This experience has shaken that confidence.

When I received the computer I went to the Lenovo website and found that the one-year warranty was only 10 months. It seems the warranty registration date is the date Newegg purchased the laptop from Lenovo. Newegg failed to inform Lenovo of the retail purchaser. There was no registration form in the box nor is there a method to register the unit on the website.

An email was sent to Lenovo to ask how to correct this. They responded to send them a copy of the invoice from Newegg. I did so. When I sent it this was the beginning of 33 email interceptions and responses by some company identified as aegisglobal.com. They modified subject line with "Not Read" added and an attached file of encrypted data. No text body content except "Lenovo writes:"

Contacting Newegg resulted in them stating I had to deal with Lenovo as they had no way to know what serial number they sent me without opening the box. That is a flat out lie. An extended warranty was purchased as well and the unit serial number is included on it.

Additionally it took three phone calls and an email to Newegg just to get the extended warranty contract from them. It was supposed to be sent via email within 48 hours of purchase. Did not happen.

Contacting Lenovo again, this time by phone, letting them know about the email interception problem when sending the invoice and that Newegg said I had to straighten this out with them resulted in the barely understandable customer service representative calling me a liar. No one there would request I send a copy of the invoice.

In summary, if you buy a Lenovo computer from newegg.com you may have less than the warranty you thought you were getting. If you must contact Lenovo you are in for a treat. Piss poor phone support and intercepted confusing emails from aegisglobal.com. Even when asked neither Lenovo nor aegisglobal.com will explain (or even acknowledge) how Lenovo is connected with aegisglobal.com.
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bcd on 02/20/2010:
The Lenovo website states “The warranty period for the product starts on the original date of purchase specified on your sales receipt or invoice unless Lenovo informs you otherwise in writing.”

Has Lenovo (not aegisglobal.com) informed you otherwise in writing?
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Lenovo Hardware and Support Sucks
Posted by on
Like most of the other people on this site, I have to discourage anyone from purchasing a Lenovo Product. Not only is the hardware a continual problem, but service is horrible. On my laptop alone, I have had 3 new motherboards, 4 new Drive and new memory (basically everything in the machine except a new keyboard and screen). And still the machine crashes every days. And yet every time I call for service, I have to fight with them as their usual answer is "reload the OS".

When we started our small business, we decided to go all Lenovo to keep management and maintenance simple. Now we are replacing all Lenovo products with Sony and Apple machines. We are so happy with the performance of the Sony and Apple products - we will never go back to Lenovo.

As a small consulting organizations, we have significant infulence over our clients purchase behavior. And I strongly urge all our clients to avoid Lenovo products as well.

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jktshff1 on 07/02/2009:
I've been using the ThinkPads for years and never had any problems.
MRM on 07/02/2009:
Hellooo poster, whatever you do, do not get a Mac!
brian on 12/22/2012:
I agree Lenovo support sucks had to put a new hard drive in after 14 months and no help from them they won't even answer a question unless your product is still under warentee
CLAUDIA on 08/20/2013:
I agree. Their tech manuals are useless and when you call just to ask for a more specific definition on "how to" they told me to use google and you tube because my machine was not under warranty.
Not the typical IBM service attitude. I guess as a minority owner of Lenovo they don't care. I will never buy another one.
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Once IBM now Lenovo ThinkPad - No longer a quality laptop line
Posted by on
I've owned IBM ThinkPads for all of my adult life, using them at work & home. IMHO, they were the most robust and reliable portable computers available at a reasonable price (between $1 & $2k).

When I bought my last ThinkPad a bit over a year ago, I was surprised at the new company name: "Lenovo" and a bit concerned at the cheap feel of the package (it just didn't seem as solid as usual) but I was determined to give it a chance. Also, after so many years of using the trackpoint pointing device, I didn't want to give it up and it seemed only ThinkPads had it. Well, Lenovo seems to be phasing that out now but that's a rant for later.

Out of the box I had problems- there were no restore disks (just a restore partition) and as a former PC support tech, I know there is no substitute for O/S and Application Restore CDs. It took a lot of arguing & pleading to get support to ship me a set of CDRoms.

Immediately the hardware startup security conflicted with Windows user security, an issue I never resolved.

The speaker volume was never loud enough to hear anything properly and the cheap tinny speakers gave out entirely after a few months.

There was a defect that resulted in a hideous time lag in characters appearing once you typed them (sometimes I'd key a full sentence & have to wait for 30 or 40 seconds until it would flash onto the screen). This happened frequently across many applications.

The system was prone to locking & crashing to Blue Screens and within 6 months the system failed to boot at all (the restore partition was useless as anticipated) & I had to reload the OS & apps from the CDROM's Lenovo begrudgingly sent me.

Once this occurred a second time, I decided I was done wasting time on a lemon and swore I was going to trade Windows for a Mac computer. Instead I bought a 5 year old used P3 IBM Thinkpad *and* a new MacBook for new stuff the aging (but still working) IBM ThinkPad could not handle. Thank you Lenovo for forcing me to break old habits and try a new direction after decades of Windows only machines.
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