"Lenovo has the worst customer care ever. I ordered a machine a month ago. Two weeks into no change in my order status I started calling them. They gave me crap about this and that and the back-to-school season. After about call 3 i talked to the manager who then was so kind to inform me that they are out of these machines all together. For days after he told me this, one could buy this machine on the Lenovo's website. I really wanted a Lenovo, so agreed to go with another machine, and wanted to get the U 330. the sales rep knew nothing of the characteristics of the machines available on the website, and was telling me completely outrageous things like "this model comes without a camera" when Lenovo advertised face recognition system as the special feature of every variation of the U model. then the sales rep flat out told me this machine will not ship on time. Fine, I agreed to get the SL series that have just come out. The new order was supposed to ship in 1-2 weeks. Two weeks past, the order has not shipped, and the shipping date was postponed another 10 days. I have to travel for 2 months in a week, so i went with Vaio SZ series, and don't regret. Mine is not the only horror story about Lenovo customer care. Try getting something from them, and you will have one of your own :)"

"Ordered a simple laptop stand. In stock. $70 item. Email confirm. Wait. Wait. Wait. No delivery. Called Lenovo. Many different stories. Said a problem was with shiping address different than billing address, and to call credit card. I did and called back. Got a different story. They could NOT tell me if the order was on hold, or if the authorization was fixed and approved. Basically told to shut up and WAIT. Could not advise me at all on the expected ship date. I order lots of stuff on-line with this credit card. NEVER a problem. Lenovo is the absolute WORST on-line vendor I have EVER seen. Really bad. I run a small company, and I was considering some new Laptops. Think pads get good reviews, but not so good to ever put up with this ridiculous company. They are certainly NO IBM! I HATE Lenovo. Hate, Hate, Hate."

"I ordered an Ideapad Y710 from them recently. I wasn't entirely sure if it was a good idea because of how new this line of laptops is and I was able to find few reviews online. I'm glad I did though, the laptop has performed amazingly so far. When placing my order, the Lenovo customer chat service was very helpful in answering my questions (though some of their representatives themselves didn't know all the answers because the are not yet familiar with the Ideapad line). I selected ground shipping for my order, and they actually got it to me about 5 days earlier than they predicted. I am very satisfied with my Lenovo experience and I would definitely buy from them again."

"Ordered a 15" wide screen Thinkpad T61. Was able to get another 5% off on the laptop from calling customer service. Shipping status said the laptop would arrive on the 20th, yet it shipped using 2 day UPS (payed for free ground shipping) and arrived on the 13th (would have arrived on the 10th if I was there to receive the package from UPS). So far the laptops works beautifully and seems sturdy. Will keep Lenovo in mind for laptop purchases in the future."

"Excellent, great discount and got the computer several days sooner than expected. The T61 ordered is extremely well built and has been running great! Very happy with the options, service, product, and speed. "

"Ordered a Thinkpad from Lenovo on March 11, said ships in 1-2 weeks. Order went into processing and shipped three days later.. It fairly flew across the world, and arrived at my door March 17.

Spectacular service and great coupons to purchase with. The computer booted right up.. no errors. I notice the other bad reviews but my experience was all good.
"

"I ordered my R60 Laptop ($1200+) April 28, 2007 and a couple weeks later found out the order would be delayed a couple weeks. No problem i'll wait. So then a couple weeks later i got another delay notice. This time i call customer service to complain, i demand a free upgrade or discount or else i will cancel the order. I was transferred to a supervisor and I was told that i would get a 10% discount if after i receive my computer everything is OK and she gave me her personal contact number!

I finally receive the laptop on June 15. The box is in good condition, so far so good, open the box, everything seems great, no damage. So i fire it up and it is LOADED with pre-installed JUNK software. After 3 hours of clean-up it is finally ready to test. It runs all my games at reasonable graphics settings, no errors or blue screen of deaths! YAY!

I call customer service to get my 10% discount and 2 weeks later i get a $123 credit!

It's now Jan 2008 and it's still running smooth as i am typing this.
"

"Ordered notebook from website. Arrived in 9 days, exactly as ordered. Excellent machine, good price. No delays or questions asked about order. Minor setup problem (my fault). Tech support in Atlanta Georgia was friendly, polite and extremely helpful in resolving the problem. An all around positive experience."

"I placed the order, never received them. The orders were sent to different addresses. "

"I have ordered and waited for 3 weeks, just to see them extending it for another 3 weeks without even sending me an email warning about it. The good thing is - canceling the order was easy. Nobody really cares if you come or go. "

"It is with a heavy heart that I post this story here, as I have been a
loyal and longstanding Thinkpad customer for over a decade, purchasing
numerous Thinkpads from IBM, and one just lately from Lenovo. I have
recommended IBM/Lenovo stock to all my friends and family who dabble
in the market, and I have also recommended the Thinkpad line of
laptops to anyone and everyone that I have had occasion to discuss
laptops with.

However, it is with my most recent purchase from Lenovo that I have
encountered a problem of the most horrible proportions. I in no way
wish to bog anyone down with unrelated details; however, the entire
experience I've had is a long one, spanning many frustrating months of
interaction with the Customer Service agents within Lenovo.

Due to this most recent experience with Lenovo, (outlined in full
below) I can no longer in good conscious continue to do business with
or recommend Lenovo's products and services. Since no one within
Lenovo can rectify the matter, I will be taking my business elsewhere,
as will my friends, family and coworkers. (Including my place of
employment)

Anyone who is interested in further details (aside from whats outlined
below) please feel free to contact me via e-mail at ****@****
- I'm more than happy to provide my contact information and telephone
number should anyone wish to discuss this matter in a more thorough
fashion.

For those of you who are interested, my story in it's entirety is as
follows:

----

My experience with Lenovo consisted of receiving a laptop with no battery & power cord! I promptly purchased an alternate Thinkpad from a local retailer and called in to make arrangements to return the incomplete laptop that was mailed to me through Lenovo directly. A customer service rep gave me completely inaccurate information as to how to go about returning their equipment to them. ('Just write 'return to sender' on the original package and drop it off at a UPS store' was what I was told - only to find out later that this violates every single return procedure ever put into place, and no one can explain to me why this person gave me such misleading information)

This mis-information left me without a tracking number, and lo & behold Lenovo claims they never received my laptop back at their warehouse. I asked for a physical audit to be done at their warehouse, confident that it's in there *somewhere* but I was told by Mr Bumarch that that request is wildly unreasonable. (But apparently charging a customer for a laptop that was mailed back to them is completely reasonable)

I've been speaking to Tony Bumarch (Direct Phone Number: ***-***-****) and have been given the run around over and over with the end result being Lenovo can do absolutely nothing for me. I've also CC'd all my correspondences with Tony to David Churbuck, in the hopes that he might be able to assist in some fashion, but apparently my complaints have fallen on deaf ears.

So to sum it up, Lenovo lied to me, stole my money and told me to go away.

I've been an avid Thinkpad fan for countless years and even have an old P166 Thinkpad in my closet that still runs, (It's built like a tank) but I have pretty much lost all faith in Lenovo's ability to properly deal with even the most simple of tasks such as a customer return.
"

"Shipping date has shifted from "1-2 weeks" to "8/16" to "9/18" to "9/2" (allegedly on "critical" list) to 11/2, now."

"I purchased a laptop on their labor day special. And they offered me a price of 1030. I paid with my credit card and on the confirmation page when everything was completed it listed 1030 and I printed it out. A few hours later, I was told my total was 1198. I called and emailed them several times. They did not return any of my email messages. They have refused to change the price saying that 1198 is already a discounted price and kept accusing me of trying to ??price match?? with their confirmation price.

I waited 2 hours on their customer service and was transfered to generic outsourced indians. I wanted to cancel my order if they would not give me the price they advertised and they simply told me that they would email me the cancellation information.

And I have not yet received the email."

"I ordered a laptop from Lenovo on July 13th. My original ship date was August 1st. August 1st rolled around and no shipment. Got a notice on the 2nd that there was a delay and it would ship within the next "1-30 days." I emailed the representative who I'd spoken with prior to purchase who had been so eager to give me his employee number in order to get a commission. No response. Called customer service to see if I could get a more accurate estimate than 1-30 days. She assured me that it would be sent by the 26th (gee, so much more accurate).

On August 14th, I received another notice that the parts for my laptop were not available and it would not be ready until mid-September. I'm not really sure why it took them one month to figure out that they didn't have the parts for a machine that was listed with a 1-2 week shipment date. I emailed asking why and also asking how I could be sure that when mid-September rolled around, it wouldn't be delayed until October. I received stock non-answers. On the 17th, I called to cancel my order. I was slightly surprised that they never bothered to ask why but the conversation was quick and easy and they told me to look for an email to which I would have to respond in order to confirm cancellation. I did receive an email later that day - notifying me that my laptop had shipped. Hrm. The same laptop that had just been delayed until mid-September because there were no parts? How curious. Never got the email about canceling.

Overall, my experience with Lenovo customer service was horrible. The best you can hope for is automated or cut and paste responses, no actual concern is shown and I was never given the slightest indication that they cared one ounce about my business. My system seems fine so far but I definitely won't order from Lenovo again. "

"Lenovo has the absolute worst customer service in the computer retail industry. If you want to call in, it is not uncommon to wait for 45 minutes. I had to send 4 e-mails before I finally got a response back, and it was a scripted e-mail. What is upsetting about that is that they treat you like a number...at least give me a personalized response for waiting 1 week for a reply.

I placed an order on July 31st. The website said my computer system was in stock, and that it would ship within a few days. What happened? I receive a delay notice that my item would be delayed about 2 weeks, possibly anywhere from "1 to 30 days" later.

I also found out that they mislisted the specs on the system I ordered. What did they do? Nothing. Were they expecting me to just not notice that I got a cheaper system than what I originally paid for?

Needless to say, I tried to cancel several times. Attempted 3 times on my lunch break to contact them by phone... I ended up using up my lunch breaks without even speaking to anybody. I also sent 4 e-mails...2 for questions and status updates, 2 to cancel. All in all, I count about 2 hours of my time wasted trying to establish communication with them.

I'm really disappointed with Lenovo. Even though it was a division sold by IBM, I was hoping that it would continue to live up to its name. "