"Christmas 2010
Extremely dissatisfied, spent an hour on the line for the lady to tell me that she had absolutely no ability to assist. I asked for a supervisor and had to repeat that about five times. The supervisor got online "another individual with a heavy accent" named: Proabhalar a supervisor 11, he basically indicated that once a machine is built and sent out to the there's nothing that can be done.

My issue was I needed the 64 bit operating system with my machine and somehow my order is for a 32-bit operating system.

His solution was go call Microsoft and by the 64-bit. That really didn't show me much in the way of caring or customer service.

When you buy machine from Lenovo directly, it's basically an as is sale you may as well be at the flea market. You're not buying from a company that has any form of customer service or and easy way to reach them.

This is my second tablet computer from them. I purchased the first one through a reseller and thought the issues were related to the reseller, now it seems to me that it is purely a Lenovo issue.

While I feel that this should be a good machine at a fair price, I truly feel when you purchase from Lenovo you are left on your own.

I would love for someone from Lenovo to contact me as there is more to it than just buying another $130 operating system.

Resolution would've cost them little to nothing and with a caring word they probably could have passed the cost on to me.

"

"Overall experience with Lenovo has been much less than satisfactory. Order entry did go well and was assigned a ship date. About a week into the order, the online status removed the ship date with advice to call for updated info. Three calls to cust service each assured me that order was proceeding normally and would ship per original schedule. The week of the orig ship date, the Lenovo web site showed date had slipped to next week. I called to cancel, but CSR said would expedite. Product did show shipped the next day. Four days later, however, UPS (per their website) showed delivery confirmation at a location other than mine. Despite numerous calls to LENOVO, they could not get package delivered to me. So, I tried to cancel. LENOVO indicated they could not credit payment back to me until after they received product back from UPS. I objected indicating that UPS could not deliver to me, so how any reasonable person believe they would return the product back to LENOVO. Finally was able to talk with a supervisor to argue my point. Thus far, no product and no refund. I believe this consitutes deceptive business practices and may pursue legal action if either 1) product is not delivered or 2) refund is not received.
Although LENOVO products are highly rated, I would not recommend doing business with LENOVO for reasons stated above!!!"

"If I have read Lenovo comments online before, I won't step into the trouble with Lenovo. I had two online order from Lenovo website and wanted to cancel one.

First, it always took more than 30 minutes (I have tried 5 times) to get a chance to talk with service representative.

Second, the representative never follows your request, I called to cancel an online oder on the same day I placed the order and I was told it was done. Three days later, I got an email saying the product has been shipped. I need to send it back to get refund. The representative is not friendly at all.

I was trying to save some money from Lenovo purchase, seems it is not worthy at all. Will never deal with them in future. "

"Terrible shipping policies & customer service. They shipped a $30 keyboard by UPS requiring an in-person signature. We could not coordinate with UPS to be at our residence during the delivery attempts. The UPS location is not open on Saturday and I will need to take a day off to pick-up the item. Per Lenovo customer service, if the item is returned to Lenovo, I will be charged a re-stocking fee, plus shipping fees. Their customer service is off shore (India?) and I was told that this is their policy for all items ordered from lenovo.com. I will not be ordering from Lenovo again."

"Placed an order for a netbook from the Lenovo outlet site. Ultimately decided I wanted to cancel the order, but they refuse to let me cancel it. They state it's in their terms & conditions that you cannot cancel an order from the Outlet site. This, even though in the purchase agreement that you must agree to in order to place an order, it doesn't state this ANYWHERE.

If I opt to return the item, I *will* be charged a 15% restocking fee (even if unopened) and *will* have to pay for shipping back.

UPDATE -- After having filed a BBB complaint, I give kudos to Lenovo for their VERY prompt response -- within two business days of filing the complaint, a Lenovo rep contacted me and has made amends to the issue at hand.

While I believe their purchase agreement needs to be updated, their customer service (at least the US-facing side) seems very good."

"Lenovo has the absolute worst customer service I have ever had to deal with. When you call them you will have to wait a long time to get connected with a person. I have waited over an hour each time I tried to call. I placed an order through Lenovo Outlet, and when I try to check the confirmation, the system specs are not shown. This is a dirty tactic they use. Also YOU CANNOT CANCEL your order. Only way is to return it, you will be charged shipping both ways, and a 15% restocking fee."

"I ordered an idea pad 8/31/10 but the salesman didn't offer me a extended warranty during the phone sale. I paid for the laptop and then remembered that the warranty was not addressed during the sale. I called back the next morning assuming that I could get an extra year of warranty but instead I got a salesperson in a bad mood not really willing to help. I asked to just cancel the order since it was only several hours old and wouldn't be shipped for 10 days. She agreed to cancel the order but when I checked with AMEX there was a charge on my card for $950 something. Amex explained the money had not been taken out of my account and was just being held aside for the purchase but would probably just drop off if the ordered had been cancelled. I checked my American express account today and Lenovo had actually removed the money from my account. It was impossible to contact anyone from Lenovo that would/could help.
At the moment I have had to start a dispute between Lenovo and AMEX to recoup my $950.00

I can honestly say that Lenovo has the worst customer support that I have ever experienced and after reading other reviews on this website, I am not alone with this experience. STAY AWAY FROM LENOVO."

"Hi All... The bottomline of my review is Lenovo customer service sucks. They are open only during week days and that too from 9:00 am to 9:00 pm EST. And it is strange that a customer service phone line asks you to leave a voice message as if I am calling my friend. I bought a Lenovo U460 Laptop and it happened to be without a DVD/optical drive, I should have checked it before placing the order. So...I called Lenovo and told them that I want to exchange it with a different laptop. I was told that I would still be charged with 15% restocking fee whether it is an exchange or a return. I did not like their service and I end up returning the laptop.I was told that the money will be refunded with in 9 to 10 business days. But it has been 13 days and the money did not show up on my credit card yet. When I called the customer service line to inquire about the refund, I was transfered to a different line. After couple of rings it is asking me to leave a detailed voice message. ****** strange
Beware folks... the customer service sucks."

"I know Lenovo website for a while, and it is always renewing itself and the inventory.
3.5 years ago I bought my first T60 Laptop, and it was great, until recently, I decided to buy a new one. I found the X201 to be really strong machine, and then I just waited for a good deal, usually if happens on holidays and such. I have registered to their mailing list, and therefore I was kept updated with the deals.
The website is very explanatory, with the ability to tailor your best fitted machine, lots of technical data, and excellent photographs. I was also calling them, and chatting on the website, for assistance in technical issues, that I was not sure. eventually, I bought the perfect computer for my personal and work use, and I really love it. deferentially I would buy my next laptop from Lenovo."

"My experience with Lenovo has been excellent. I ordered a Thinkpad T400s at a very good price and received it in a reasonable timeframe. It took a while since they had to build this custom order but I didn't have a specific rush to get it asap. Now 7 months of using it virtually everyday it developed a problem on the LCD display. A vertical gray bar appears in the middle of the screen. I tested the laptop with an external monitor and the gray bar does not appear. I also ran their software diagnostics to make sure the video card wasn't the problem.

I also realized that I had stupidly threw away the shipping box (it was working fine for over 6 months, didn't think I'd need it). So I was wondering what box was I going to ship this unit to Lenovo in. I thought maybe I could bring it to a location nearby.

Called Lenovo and they quickly agreed with my assessment that the problem was the LCD panel. I told them I could bring it to the local authorized repair location but they said they would ship me a box overnight and for me to use it to send the laptop directly back to Lenovo. This being a "new unit" (their words not mine) they felt it would be better if Lenovo repaired it rather than one of their local partners. The local partner would have to order the lcd display anyway so the time for repair would not be any faster using the third party. They told me the box would be sent by overnight to me and then sent back overnight to them so they could replace the screen.

The support rep also told me I could remove the hard drive... which was great because I thought I'd have to back up my data and then throughly erase the data from my hard drive (personal info on it). This saves me a lot of work since erasing the data from the drive (using software to overwrite the data at least 7 times in order to make sure its not recoverable by anyone except maybe the NSA) would have taken many many hours. Their rep also directed me to an online instruction video on how to remove the hard drive. (Having been in IT for 30 years and taken apart laptops before, I didn't expect any problems but this video would have been very useful to anyone new at performing such a task.)

Note: I'm not sure if there is a different level of support/service for the Thinkpads versus say the Idealpad and "Essential" series. I noted a different support phone number for Thinkpad. Of course there is also a significant enough of a price difference (you do "pay" for a Thinkpad.) But given the heat issue on my previous laptop that shorten its life to just a month over 2 yrs, I choose the Thinkpad T400s because of its very very cool running temperature. you can put it on your lap and not get burned as with some other laptops. Will see how the repair goes and update this review if needed. "

"Their shipping estimate can be off, which means that if you are traveling and not sure where you will be the next couple of weeks, consider that. I enjoyed chatting with their helpful customer service re shipping time line. Items shipped from the US come out of SC via UPS.

Their T line of business laptops (formerly IBM) have some of the highest quality in the industry, but their consumer lines have standard quality, so you may want to play with the laptop at a local store to see whether it is something you wish to buy--something that will last."

"Lenovo W510 lemon and no Lenovo solutions

Pros: There are no "pros" from me...this computer never got through the Windows set-up and Lenovo support was abysmal!

Cons: Blue screen failure out of the box. The worst part is that Lenovo support was a complete waste of time.

Summary: I had purchased the 2 year extended ON-SITE warranty with damage protection, yet Lenovo technical support, Lenovo warranty and Lenovo sales support were unable to help in any way. The ending solution, after a week of spending several hours each day on the phone, was to return the unit. The even worse news...Lenovo would not provide a replacement unit, nor refund my money for potentially "months" (a quote from a Lenovo sales rep!)

I am a former IBM employee and have been a quality professional for over 20 years and I have never seen more abysmal customer service in my entire career! My recommendation is to stay as far away from Lenovo as you possibly can. Hardware problems, software problems, poor technical support, warranty not honored, customer cash tied up endlessly... I would give Lenovo zero (0) stars if that were possible! "

"FACT 1. I oredered lenovo keyboard at lenovo.com
2. An item is still under warranty.
3. I have a proof of purchase
However I have to give up.
I called Coustomer Service and was told to call to Tech Support due to I have owned the item over six months. Once I talked to TS, I was asked Part#, Serial#, Name, Address, Phone#, the name of place whrere I bought. And also I needed to send a email includes a proof of purchase and wait until they contact me. I waited a couple days. I didn't get any calls so I called to TS. I was told they never receive a proof of purchase. I resent and confirmed they received. I was told wait until they will call me again to verify my address to ship. Next day, I got a call from Lenovo and was asked part#, Serial#, my name, address and then transfer to another person. Another person told me i need to send a proof of purchase because they didn't receive yet. then I HAVE TO SAY WHAT? I had too much stress for $20-$30 keyboard. Enought is Enough. I will never ever buy from lenovo.com"

"I ordered a Y550 that was on sale, which was supposed to have Windows 7 64-bit OS. They sent me a Y550 with Windows 7 32-bit OS. Within 20 hrs, I called them to send it back and get the RIGHT thing. The customer service said that they would take it and send a replacement, with the right configuration. After many days and bunch of idiotic string of replies from Lenovo, I was told that they don't have a policy to replace the correct order, instead I will have to order the correct product again (of course at a higher price!). Talking to them, and emails to them were like talking to brick walls. If anyone is interested, I could send/post the idiotic exchange of emails in this forum. I was at the brink of reporting to BBB, then I gave up, since like many other normal people, I am busy with work. I WILL NEVER BUY ANY STUPID THING FROM LENOVO. I wish I had read the reseller ratings before I had ordered the stupid computer. "

"What a disappointment. I ordered two notebook memory modules. The order went into the Lenovo black hole, never to be heard from again. Three emails have gone unanswered. If this is how they support paying customers, I wonder how they support your computer a few months after they have your money. Take your business elsewhere. "