"This is warning to all who buy a laptop from Lenovo: the warranty is a scam. I bought a $1500 value Lenovo T-400, and after less than 10 uses, the screen broke down. I had bought the laptop with a three year warranty, and so I sent the laptop to Lenovo. They said that it was physical damage, even though I only opened the laptop several times, and that I had to pay $400 to repair my screen. Clearly there weren’t any scratches, and it was a manufacturing defect, but nobody would help me. I was very disappointed with the quality and the service from Lenovo, and I don’t want anyone to go through this too. It’s outrageous that the warranty for a $1500 laptop is a scam and that the performance of the product is not guaranteed."

"I've had an IBM ThinkPad R31 for 11+ years when it finally decided to disappear into the light at the end of the tunnel. I opted to go with a ThinkPad again because of the fact that the R31 I owned has been like a tank; dropped, overheated, crashed, you name it, it's always managed to come back from the brink. It stuck with me through 4 years of college, MySpace (remember MySpace?), now Facebook, and papers, projects, presentations, and business plans. I'm always looking for a deal and though ThinkPad was no longer an IBM, I still went with the reputation the name had established for me. I looked at new ones and I looked at the ones on the outlet website. I took it upon myself to research hardware, configurations, preloaded software, service and support availability, and settled on a ThinkPad Edge 15, refurbished, 15.6" screen, Intel i5 Core 2.66GHz with the TurboBoost, 4G RAM, 500GB HD at 7200rpm, Bluetooth, 2.0MP cam, Windows 7 Pro 32, etc. etc. for just over $500 with free 2nd day shipping. From the date of order to delivery, total elapsed time of 7 days. Arrived in mint condition, booted up, set itself up, and ready to go within 10 minutes of unpacking. The proprietary Lenovo maintenance software is top-notch. My only concern is that the warranty clock started ticking in March at the time of the original purchase so I will be contacting them to reset it to the date of MY purchase. I've had my share of nightmare customer service experiences and have reached the point where I will take it upon myself to be fully prepared to accept the good and/or the bad when it happens. I refused to be uninformed, practiced "delayed gratification," haven't taken anything for granted and have been very pleased with my purchase from Lenovo."

"BEWARE! HORRIBLE FULFILLMENT AND CUSTOMER SERVICE
lenovo (and IBM) has always had sub-par order fulfillment and customer service, but Lenovo has achieved a new low. I ordered a $1400 laptop on April 24th. after ordering, the delivery date immediately slipped out to second week of May. when I called they assured me that it would ship well before that date. I called again on MAY 18th and was told that it was in a warehouse because they "did not have confirmation on the address", even though the address they had was correct. no one from the company or UPS (i paid for next day delivery - what a joke)notified me that they had some type of delivery issue. When I spoke to them on May 18th, they said that they would "start the process" to get the laptop reshipped. it would take two days to get it out to the warehouse and on a truck for UPS ground delivery. when they said they couldn't deliver it via UPS next day, i said I wanted to cancel the order. they said that wasnt possible. after asking for a supervisor, the story changed and they said I could have a refund, which I am sure will never show up. BEWARE! This company is a disaster. "

"Short version: Ordered Sat. - shipped from NC on Tues - delivered to NY on Wed. Most reps were very helpful! - Loud, thumping HDD issue resolved - See below.

Detailed Verson:

This is a reveiw of my purchasing and shipping experience with Lenovo Outlet. I have only had my computer since last night, but wanted to write a quick review because when I was looking for reviews about the company, I found mostly negative ones, but noticed that these reviews focused more on the customer service and shipping than on the actual product. Now, I am someone who is intolerant of bad customer service, and certainly there is too much of it out there in the world of online shopping. As I have had the computer for only a few hours, I cannot speak about what Lenovo is like to deal with when there is a problem with a mahcine - nor can I speak to the relability of the machine.

By the time I read Resellerratings, I had already reluctantly -two comps. crashed on me - ordered a refurbished ThinkCentre K320 from Lenovo's Outlet. It is the i3 version with 6gb Ram and 1Tb HD, total cost was $412.00 with tax and free 2-day UPS shipping.

It has been stated people who have good customer service experience rarely write about it, but those who have bad experiences are eager to warn others about a company. This is unfortunate because the overwhelming number of negative reviews give an unrealistic measure of how common these experiences are. That is not to say that they are not happening - I had a horrendous experience with MP4 Nation, a company that receives mostly high ratings here and elsewhere. But I would warn against purchasing anything from them.

The following is a chronology of my Lenovo CS/Shipping experience.

1. Thursday 4/21/11 Chatted with two different reps., both were very pleasant. Later spoke with a third rep who sounded as if I was inconveniencing him with my questions. I got off the phone and found my answers on line.

3. Friday 4/22/11 Considered getting a new HP that Staples had on sale for $399.00 with similar specs as the refurbished K320. But when I got to the store, I spoke with a young salesman there who builds computers. Showed him the Lenovo on line, and he strongly encouraged me to go with the Lenovo instead saying that while the computers seemed to have similar specs, the Lenovo was a better comp and deal overall.
4. Sat. 4/23/11 Tried to place order by phone - but got disconnected due to storm. Used cell phone to place on-line order - as quantity of comp went down to 5 from 47 just two days before.

5. Checked email 20 or so minutes later and - unlike many others have complained - I DID have a comfirmation email AND a second email from rep I spoke to on the phone - She sent quote and contact info. I emailed her twice to let her know that I placed an on-line order, and gave her the order number so that she could get credit for the sale. But I never heard from her.

6. Mon -4/25/ Order information still said processing - with estimated ship date of Thursday 4/28
7. Tues 4/26/ Order shipped - tracking informatin would be available tomorrow.
8. Wed 4/27 - Tracking info says item out for delivery TODAY. This was a really nice surprise. From the original confirmation email, I expected to get my computer the following Monday.
9. Missed delivery - and because I left out my apt. number on delivery address, UPS would not let me just pick up item from the hub. They needed an authorization from Lenovo to change address and/or allow me to pick up the computer.
10. Called Lenovo - spoke with Brianca - who called UPS and then put them on the phone with me. I got authorizatin to pick up the computer between 8-8:30 pm.

So far, which is not a lot of time, system runs nicely and I love Windows 7.

5/8/ UPDATE - Love how quickly and smoothly this computer runs. I love Windows 7 - However, as many complained - complaints which I did not see until too late - the HDD is LOUD. There is a part of me that really wants to send this computer back, and get another model of Lenovo from Best Buy. It has inferior specs compared to the K320, but it is utterly silent. I am afraid that if I send this computer back, I will experience the customer service hell many have written about, along with loose money due to a restocking fee.

5/24/11 ` HDD Noise Resolved - Thanks to Zb1ek of the Lenovo Forum, I have a slently working machine. If you have this machine and the thumping is a problem, remove the HDD from the casing and set it upside down on the floor of the tower. I needed to put a Gripper Pad under my HDD before the thumping stopped. Zb1ek did not. This was a $1.00 solution to a problem that saved me the headache of shipping it back and fighting to not be charged shipping or a restocking fee."

"Hii guys

Very few weeks back i bought a len z570,the very first days it was good as such i have'nt started working on it heavily but down the line i've struggled a lot.

Well the body panel fitments are really vague that they exhibited some week strengths:that i dint even dared holding with a single hand

dvd slide mehanism is damn poor that even a 25 gm load on to it will end the drive on to the ground.

one key recovery system does not hold good thereafter any partitions from the users end which is "utter crap tech"

very poor response from customer support service"

"I recently purchased a laptop computer on the lenovo site. The order was placed on 3/10/11 and it gave me a shipping estimate of 3/15/11. I am actually leaving town for a few weeks, but the laptop would arrive too late in time for my flight. Over the weekend, I went ahead and purchased another one from a regular retailer assuming that Lenovo could cancel my order without any problems.

However! That isn't what happened. Today, on Monday morning I called Lenovo customer service to cancel my order. Basically I was told that it was too late because the order had already shipped and I would be charged a 15% restocking fee! Now, I placed an order on Thursday, the order status said "in process" on Friday. On Sat and Sun, customer service is totally closed. I really can't see how I could have avoided this. This is absolutely ridiculous because I know the order hasn't actually shipped yet, since it is still Monday morning. It is common knowledge that shipping carriers make deliveries in the morning and pick up new packages in the late afternoon. However, both the customer service rep and his supervisor were totally unwilling to help. They didn't even bother to check if my laptop actually was still waiting for pickup.

This is my 2nd Lenovo this year because the laptop itself is very good and a great value. However, I will never buy another Lenovo product because of the experience I had. Hopefully my experience helps someone not lose 15% of your order value."

"I placed an order for Lenovo backpack on Feb 16, 2011, but still waiting on my order. Very slow shipping process."

"In an attempt to buy Lenovo machine I went through a lot of frustration and disrespect at the hand of Mr Brian in sales department at between 11:00 am and 12:00 pm on February 28, 2011.

On feb 19, 2011 I was trying to buy a laptop, but due to a glitch two orders were placed. I called the next working day (Feb 21, 2011) and cancelled all my orders but on Feb 26 and Feb 28, 2011 I was charged for two laptops.

While I was trying to explain to him my problem in a very calm voice he interrupted me and said “What is it that you want?”

I replied “I had cancelled my order and I was told my cancellation will be processed in two business days but I was charged after 4 days of canceling my order.”

Mr Brain response was like “I don’t know what happened, and there is nothing I can do for you about this issue. If you want you can return it when you get it.”

I feel at this point instead of trying to brush me aside he should have apologized for all the inconvenience I faced; customer may not be a king in Lenovo multibillion dollar firm, but I am sure he doesn’t need to face such frustrations.
"

"I am writing this review as an observation on the quality of service with their tech-support and not as a direct purchase, and my observation on how I was treated as a customer.

This is the time lapse of my purchase with NewEgg and customer support with Lenovo Directly as listed below :

I purchased a LENOVO Z565 laptop from NewEgg. The USB Port I discovered was defective after opening the being concerned with this issue. I was going on vacation to Florida and had a plane ticket scheduled two days later so on-site service or sending the computer to the repair depot was not feasible.

The service tech/rep suggested to have a technician visit my location on-site and offered to included to my registered laptop serial number a FREE OF CHARGE 1 year extended warranty on-site. I verified this service was active and to my dismay it was never added or purged from the system!

I spoke with the manager of the RMA/REPAIRS department , and was told this service will not be honored. Had I been properly informed I WOULD HAVE BROUGHT MY BOX FROM ILLINOIS AND THIS WOULD NOT OF HAPPENED IN THE FIRST PLACE!!! I ultimately needed to send an empty box shipped from Illinois (costing 15 dollars and my parents time) and fuel. I also needing to make a 30 mile round trip to pickup the box at the closest service station!!!! It would have been appreciated to at least fix my computer-hardware with a single on-

The quality of service and how it was handled was very poor. I will be sure to not recommend your products or services to my friends and family.

THANK YOU VERY MUCH LENOVO FOR YOUR INCOMPETENCE, POOR CUSTOMER SERVICE, AND BUSINESS ETHICS!!!!




"

"I ordered a Y460 from Lenovo.com because there was a coupon for it, for $699.99 instead of $954.99 ($250 off)

After MUCH hassle and receiving emails about them canceling my order because my shipping address did not match the billing address, I finally received it 2 weeks after ordering.

Imidiatly when I booted the laptop, it booted up to windows while keeping the screen turned off (the screen would NOT turn on).

The second boot worked and the screen turned on.
When it was booted the harddrive started making loud clicking noises (meaning it will fail soon).

I imidiatly called Lenovo support (SALES DEPARTMENT) who told me to contact techincal department.

When I called technical department and explained the issues, they told me I need to send it in for a new replacement, but that I would have to contact Sales department for that.

I called sales department and explained what technical department told me.
Sales department told me: "oh sorry we cannot replace your laptop, you can only send it back to us for a full refund."

I told them, I'm NOT interested in getting a refund, because I would have to re-order it for the FULL PRICE ($949.99 instead of the price I paid, 699.99)

Of course, they did not care. I have no option but to return it for a refund so I can re-order it at full price.

Do NOT order from Lenovo!"

"I ordered a mouse/keyboard set on lenovo, using AMAZON billing. The website billing functions are quite poor, dead-ends and difficult to navigate *try paying with paypal for an exercise in frustration.
I received a note today (5 days later) that the order was cancelled due to credit card problems - which is incorrect as I used Amazon billing before and after this order successfully.
Not the first time lenovo has let me down. It was the last time. "

"Worst experience ever. Order placed. After 9 hours I emailed requesting delivery info. No answer so after 9 more hours I canceled order. After it didn't appear to be canceled the next day I called and "customer service" and was told he canceled order. I sent email to confirm canelation discussion. Received 2 emails from Lenovo stating order was canceled. 5 days pass and I get an email saying order shipped in mutliple parcels. I notify them immediately that order had been canceled. Lenovo respond that once submitted to manufacturing they have no way to stop the shipping! They charge my credit card and refuse to credit the card until goods returned. Order lost in shipping. They finally find it. After 7 weeks my card is credited. No more LENOVO in my life EVER!"

"Absolutely terrible customer service. This company is a disaster. Our laptop arrived broken and missing build parts. Only part of the tech service (and sales) is in the US, the rest is in Asia. So if you don't get what you order tech support can not help you, you will wait weeks or be advised to do a return / reorder. Support is not business friendly. We have been 6 weeks attempting to get a working machine. The US based operation is unable to effect timely repairs because obviously the Shanghai gang runs the show by their rules. Would not recommend doing business with Lenovo. Oh, and when they make a mess of your new machine, they'll want to charge you 15% to take it back! "

"This company has terrible customer support and is unresponsive to their customers. I purchased an Ideapad Y560 from them and they have had it for over a month because it never worked right from the day I got it. After several phone calls and long hold times, I've been told for a third time that my computer has not been fixed yet. They promised I would have it back in 14 days when I sent it in. They have repeatedly refused to assist me in getting this resolved and the last time I called they even tried to tell me it was my fault they hadn't fixed it because I hadn't given them clear enough instructions on how to fix it. WTF? Do companies really believe people are stupid enough to continue purchasing their products with this utterly inadequate support system?
Lenovo, you have had my computer for over a month and that's more than double the time it was supposed to take to repair. I would encourage all those who are in the same position as me to file a small claims case against the giant and inundate them with paperwork to force them to respond.
They are now telling me that because the plastic outer cover of the computer is scratched, they will not repair it or return it to me unless I agree to pay $189.00. This company is a fraud and a ripoff."

"Wow, reading all these reviews made me terrified of ordering from Lenovo! I ended up doing it anyway, because they were cheaper and I had some unusual requirements that made it hard to find a good pre-built. And my experience... wasn't nearly as horrible as you'd expect this page, though I wouldn't call it great either.

First of all, their customer service is too damn slow. The live chat queue is usually around half an hour, with no audio cues or anything else to tip you off when you've been connected. I was ordering from overseas (to a US address) and ran into a number of probably uncommon issues and ended up on live chat a lot. Some of the staff went out of their way to help me and some couldn't be bothered finding a solution, but after *I* figured out specifically what they needed to do, they did do it.

Secondly, their ordering system is dodgy as all hell. Their ordering site, directlenovo.com, throws up an untrusted connection warning because of an invalid security certificate. What kind of company doesn't take care of these things?! (lenovoorders.com doesn't seem to have this issue) If you touch the drop-down menu with the shipping options, the system automatically saves your changes without you clicking a "save" button or anything. That's annoying, but what makes it worse is the form is buggy and if you had free shipping and pick another option, there's no way to get free shipping again unless you contact customer support and have them change it manually. The price displayed is also often wrong, at one point I changed to $10 2-day shipping and my price went from ~$1400 to ~$4000. Scary! But after I closed the tab and reloaded the page the price was back to normal. Who the hell coded this form?

Finally... the shipping estimates are way off, but in my experience they were estimated as taking much longer than they actually did, which I suppose is better than the other way around. I ordered on the 15th of December and my original estimated shipping date was the 25th. After reading all these horror stories of slow shipping I decided to choose 2-day shipping in the hopes that it would help as I would only be in the US for a limited time to pick up my laptop. As soon as I made the change, the estimated shipping date jumped to the 5th of January! And after I placed my order it jumped again to the 19th of January. I was slightly shocked when I received a notice saying my package had shipped on the 23rd of December (earlier than even the first estimate) and sure enough, it arrived two days later. So I received my package promptly and with all the correct parts, but way to scare me along the way!

Overall my experience (particularly with their ordering system) wasn't at all what I'd have expected from a manufacturer. I felt more like I was buying from some suspicious back-alley merchant than the official retailers. To their credit, I did get exactly what I ordered and delivered quite fast, but I'm still not sure I'd shop there again."