"I have the Ideapad Y570 and was having issues with the hindges and it was over-heating. The laptop was working fine but my warranty was going to expire in 2 weeks so I decided I would send it in and repair those things. This is what happened.

Aug 29 - Received an email from Lenovo's Blue Sky Server. Notified me that they have received my system at the Lenovo Warranty Repair Depot.

Aug 30 to Sept 24 - During this time I was told that once my system has been repaired, cleaned, and thoroughly tested they will send another email with a tracking number and web address so I can track the return shipment
- After 2 weeks, I had to call in to learn that the parts needed to fix the laptop were not available, so I will have to wait a bit longer
- A representative from customer relations called to inform me that they are going to go ahead and replace the laptop, given the longer than expected waiting time
- Notified me that the case has been escalated to a manager that will handle my case
- Tried contacting the case manager in regards to the status of the request by email and phone and received no response

Sept 25 - Called to complain that I have not received any word on the laptop and I need to know when I will receive the replacement machine. Extremely frustrated at this point as 4 weeks of school have gone by and still no laptop in sight

Sept 26 - Case manager responds and offered any Ideapad on www.cdw.com/ca OR the Ideapad Y580 as a replacement machine.

Oct 1 - Decided that I would wait for the Ideapad Y580, because after carefully going through the available Ideapads on www.cdw.com/ca, there were none equivalent or better models to the one I owned. Despite the urgent need for a laptop, it did not make sense for me to settle for something less than what I paid for.

Oct 2 - Informed by email that the order for the Ideapad Y580 has been placed and will take 10 business days to build and ship. (Expected date: Oct 16)

Oct 12 - Sent an email to confirm shipping address on file, as I was unsure what address was on file. Stated where I would like the replacement laptop sent to. (Received no response.)

Oct 16 - Was expecting my replacement machine in the mail, but did not receive anything. Decided I would give it until the following Monday.

Oct 22 - After no package in the mail, in addition to no response to my email and was unable to reach the manager assigned to my case by phone, I called Lenovo's Support Line. I complained that I have yet to receive the replacement machine which was communicated to me would arrive Oct 16. Also complained that I have not received a response from calls and email; nor was I notified of any changes to the circumstances. What is going on?! Communicated that I should not have to keep following up and calling to make sure my situation is being addressed.

Oct 23 - Received an email from the manager assigned to my case. She informed me that the machine has not shipped as of yet due to a parts constraint and the expected ship date is Nov 1. Asked if I would like to continue to wait for this machine or is there a different option I would like them to pursue.
- I write “I was told the machine would take 10 business days from Oct 2 to build and ship.
I was expected to received the replacement machine on Oct 16.
I sent an email on Oct 22 to confirm the shipping address on file as I wanted to make sure the replacement system was sent to the right address. I received no response.
I called on Oct 22 to complain that I have not received my replacement system when I was specifically told I would receive it on Oct 16.

If there is a change in the status of the order or from what you had told me, it's not unreasonable for me to expect you to let me know.
I don't understand why I am being informed that the replacement system has not been shipped due to a parts constraint only after I had called in to complain.

Almost 2 months of school have gone by and I still do not have a laptop. If I knew it would take this long, I wouldn't have even sent it in. I stated numerous times that I need the laptop for school, and I have spent how many weeks at school and at the library using their computers. I am frustated and extremely annoyed. What is the point of me getting warranty on the laptop? I could have just taken it to a shop. It would have definitely not taken 2 months to resolve. This is unacceptable, especially from Lenovo who prizes itself for their award-winning Warranty and Support Services.

At this point, I want to make it very clear that I do not want to wait any longer. What systems do you have right now that I can replace mines with? The last time I was offered to choose any Ideapad from www.cdw.com/ca but the issue was all the Ideapads available were lower models, which is why I opted to wait for Y580 because it made no sense for me to replace my system with an older model or lesser specs. I will not accept a system that is less than equivalent to the one I own. Please let me know what are my options at this point. I would like to have this issue resolved by tomorrow.”

- She responds “I apologize that this is taking longer to resolve than we both anticipated. I also apologize that it has taken a while for me to respond due to my workload.
Any machine that is ordered from us has to be built. If you'd like us to order a machine that is in stock at www.cdw.com/ca we will do that. Just let me know what machine/model Ideapad you'd like us to order. If you'd like to pursue a refund for the original machine instead of a replacement, please let me know.”


Two months is a long time, but I’m not so much mad about the time as I am about being mislead time and time again. It is not unreasonable for me to expect someone to follow through on what they had told me, and if for any legitimate reason they are not able to fulfill their responsibilities... they should let me know! Worst customer service I have experienced in a long time, and quite honestly I am surprised it was with Lenovo, as I have heard good things about their service.

Through this process, I have wasted countless hours trying to solve and deal with this issue. I've been disconnected many times and put on hold for long periods of time. They have my number on file, I expect to be called back if the call gets disconnected (especially at no fault of my own). It is extremely frustrating to have to call back and have to repeat what I have already said, and then be put on hold again.
Lenovo states that their escalation management helps "you gain peace of mind knowing even the most complex issues will be resolved, thereby increasing end user satisfaction in the process" because their "escalation process manages the problem from diagnostics to closure". I can say, from personal experience with my case being escalated to management, that they were not capable of resolving my issue to a satisfactory conclusion. I was told each time by the support line that because my case has been escalated to a manager that I have to follow-up directly with the manager, and that there was nothing they could personally help me with. Which is fine, but my case manager never replied to my emails or was I ever able to get a hold of her via phone. Each time I received a email or response from my case manager has been because I had to argue with the support line, stating that in a circumstance where my case manager is not communicating with me or notifying me of what is going on, there needs to be someone else I can speak with that can take care of this or at least let me know what is going on - at that point they would put in a request/note to the supervisor.
Lenovo prizes itself for their award-winning Warranty and Support Services and are confident consumers will receive the high standards of quality and customer care. I have purchased warranty services from other companies, and I have never experienced such long repair and hold times. I would not recommend any of Lenovo's warranty or support services. I definitely regret having made this purchase. The laptop may be good but I do not support companies who take wasting their customers time so lightly. I would never, ever, ever make the mistake of buying from Lenovo again."

"Fairly useless experience all round;

- Took 2 weeks just to get a shipping date
- Was shipped with the incorrect address
- Got stuck at UPS
- UPS wouldn't change it without Lenovo contacting them, but Lenovo are about as communicative as a slab of concrete
- Still not received product 4 weeks later"

"Fortunately I didn't experience the wait fro the actual laptop to arrive but I did have to send it back fro repair 7 days after receiving it. I'm a university student so I really need a laptop for daily uses. I don't know if anyone else also had the displeasure of going through the same experience but it has taken almost a month to repair the computer and I've gotten no word from lenovo. I put in a request on 09/18 and had the process started, 09/28 came around and they said that they didn't have the parts to repair my laptop yet so the tech team had to wait. Sure thats cool, understandable at most but when 10/09 came around and there was no update on the laptop repairs I was getting quite frustrated. How long does it take to get parts? You're a computer company shouldn't you be able to have computers parts shipped to you within 7 days at least. I placed calls in and got the same answer (the repair center is still waiting for the part to repair your computer? , on the third call, the person told me that the repair center had just received the parts and they should be done repairing my computer within 2 days and I should see an update or he'll call me. 2 days past and no answer, no update. I call again and a different rep told me that they were still waiting for the parts and at this point I'm thinking "what is going on? Why am I getting two different answers? There is no continuity with this company!"

So I called post-sales and the rep who I spoke with said they would be able to give a refund but I had to get the computer shipped back to me and then she could issue a refund. SO again, I had to contact tech support and get my computer back to me... the person said I should get it by the next day because they were going to expedite it... sure enough I didn't get it. I still haven't received it. And I've tried contacting the post sales rep that helped (email, calling her through her extension that she gave me), to ask if I could just get a replacement computer instead of refunding it and no response.

I absolutely dislike how slow they are with responses! Unfortunately, my battle with Lenovo has not ended yet. Hopefully this story has a decent ending and I get the refund back but man this is such a tiring process to go through!"

"Let me say I knew some people at their North Carolina facility that expedited matters and canceled my order. NOT their offshore customer service reps who are a joke. NEVER will I shop directly from Lenovo as my experience reflects all who posted here. I ordered a T430 I needed ASAP and was delayed twice after the sales rep promised speedy delivery within a week as the unit is readily in stock. Had NO idea how bad their order system is and did not read these reviews unfortunately.

After speaking with their rep they tried to provide a 5% discount and not cancel but I refused it demanding they cancel immediately. They told me the regular BS that it takes 3-5 days to cancel and it may ship in the meantime. I advised that the UPS shipment will be refused and sent back where it came from and NOT to charge me any restocking fees. Again they started telling me the same old 3-5 day routine cancellation process which I found appalling.

I contacted an executive I knew well at their North Carolina facility and that individual put the kabosh on the order. Most US orders go to their North Carolina fulfillment facility where they are configured and shipped. The executive definitely knew about the serious problems with ordering direct from Lenovo and advised if I needed a computer right away to contact one of the authorized resellers as they have T430 in stock and can configure them to your specs.

Getting a couple recommendations I did just that and my T430 shipped overnight arriving the next day from the reseller. Sure I paid a little more but worth it! Refreshing dealing with an American company who took good care of my needs.

To anyone, seek out authorized Lenovo resellers in the US. Google for one near you, use CDW, PC Connection, eBay or Amazon and avoid the Lenovo abysmal customer service entirely. I often wonder why Lenovo would just distribute their products to channel partner locations world-wide and have them configure the machines best equipped to suit the needs of the customers. Obviously Lenovo does not care about their horrible customer service dealing direct with customers. On Lenovo's web site they list these national and local resellers

Here is a national reseller:
https://www.cdw.com/shop/search/Lenovo/result.aspx?b=LVO&key=t430&SortBy=TopSellers

I also own Dell computers and their business customer services are no where near as bad as Lenovo's is. Even HP is a far cry from Lenovo. "

"I need to give Lenovo at least some credit.

I was looking for a value desktop from someone other than HP and came across a Lenovo listing on CNET. I went to their website and, when I had questions about the machine, I initiated a chat with a sales rep. She(?) was quite informative and answered all questions.

I probably should have checked Resellratings first, but I placed an order online. That was 9/4. An email came acknowledging my order and when I looked online, it showed a scheduled ship date of 9/10. 9/10 came and went and the posted ship date remained unchanged. I initiated a chat with one of their support reps and (after a 30 minute wait), got one who said they would get back to me with an update. Soon after, the online ship date was changed to 9/14, but I also received an automated email saying that shipment would be delayed by 30 days, or possibly longer.

It was then that I looked at Resellerratings and saw that my experience was far from unique. Fortunately, I was not in a desperate hurry to receive the machine, but I was getting impatient. I dashed off an email to their customer support address (also available on the website). (By that time I decided that I would no longer endure long waits on phone lines or for chats. My email informed them that the 30 day delay was unacceptable and included a link to the resellerratings review page, showing their "excellent level of service". I also asked for details of what was delaying my order and why I had not been offered any alternatives.

I received an apologetic response, telling me that my order was being expedited and that I would receive a 5% discount off my original price. I responded with appreciation, but noted one review in which an individual was promised, but did not receive a 10% discount. They also gave me a new ship date.

That was the last I heard from them until I received an email that my machine had shipped. It was shipped one day before their committed date and was sent via 2 day delivery (which I had not requested or paid for). It arrived a day early and in good condition. I have had no complaints since.

I should also add that they did not actually charge me for the unit until several days after it had arrived. (I paid via Paypal, and they secured the amount at the time I placed the order, but they did not put the charge through until after I received the unit.) At the same time, they did rebate the 5% as promised.

So, the whole process was a pain; it's a good thing I didn't need the machine right away, and I did have to bother them. But they did come through. I'm going to give them 3 stars. (I'd probably give 2.5 if I could.) But you can get product from them and I have to believe that they do exist to sell product. But you should be prepared to have an active relationship with them if that's what it will take. It took me 21 days from when I placed my order until the machine arrived. The machine itself has been working fine and I am happy to finally have it."

"Ordered 6 Lenovo ThinkPad T420's from Lenovo Outlet as a company purchase (trying to get our company to switch from Dell to Lenovo since they make such great laptops). A week later, after the shipment didn't arrive, I checked the order status page, and I see the order was cancelled. No email notification, no call, no explanation. It's just gone.

*Update 10-17*
After contacting customer support, they said the order was cancelled because the credit card was denied. I wasn't able to re-open the order. Customer service was useless.

Today (several days after order was mysteriously cancelled), I get an automated email saying a Lenovo system error was the cause of the order cancellation, and included was a 25% off coupon code that I can use to resubmit my order, or if I already placed an order, it can be used on another order. Sweet! The next day I start loading my cart intending to get some stock of quality laptops. Then I get another email from Lenovo. Correction: Coupon code only applies to accessories.

Epic fail, Lenovo. Screw customers over once. Get their hopes up with a coupon code. Then screw them over again saying it doesn't work on anything but accessories."

"Be aware that Lenovo web store shows projected ship dates that have no basis in reality and they don't seem to be able to accurately predict when an item will ship.

Ordered a USB external monitor LT1421 8/30 and got a projected ship date of 9/4. Then for an entire month I would get new ship dates of 3-4 days in the future as prior ship dates passed. Calling customer service, they would just offer to "talk to the supply chain" and "give my order the highest priority". Meanwhile the item still showed on the web site with a projected ship date of 3-4 days in the future, but in reality was out of stock (apparently).

I went to an on-line seller via Amazon which had the item in stock and for only slighly more money (because I could not use my Lenovo new buyer 10% coupon) the item shipped in 1 day.

I was only buying an accessory, but judging from the fact that they cannot seem to track stock status or shipping on a simple item, I would never buy anything from them, particulary a laptop as that is a more complex process of assembling components (possibly) and tracking delivery of a customized product. I'd buy (as my company does) from a reseller which can actually manage to show you stock status and a real projected ship date.

"

" Plenty of people on here seem to have similar stories, so I will keep mine brief - 2 weeks of emailing specific questions /issues and receiving the same form emails over and over again with no answers, 1 hour and 40 minutes on hold before I finally hung up, two live chat agents (first one "transferred" me to no one) before getting at least some answers, still don't even have the product yet. "

"This company has the poorest support I have ever dealt with. I placed my order on 8/8/12 for a T530 and they sent me the order acknowledgement and invoice right away, which had an estimated ship date on it of 8/15/12. After not receiving any update on shipping by 8/16/12 or even having their website link to check order status updated, I tried calling them to find out the status of my order. After waiting over 2 hours for a human to answer my call, the battery in my cell phone went dead and I lost the call. I then initiated an email to ****@****, telling them what poor customer support they had and to just cancel my order because I didn't want to have to deal with a bunch of BS artists that don't support the products they sell and that if necessary I would dispute any return charges for cancelling the order with my credit card company. About 24 hours later, I had a reply back from websales asking me to keep the computer and that they would give me 10% off if I kept it. Also, around the time of receiving the reply from websales, I got notice that my T530 had finally shipped (2 days late on the notice) and it was enroute to me. So I replied back saying I would keep the computer and to give me the extra 10% discount. The reply back I got from websales stated "With regards to your query, We would like to inform you that the request has been filed and it takes 2 business for the approval and 3 to 5 business for the credit to be posted back on your account.
We sincerely apologize for any inconvenience caused." That reply was dated 8/22/12. I still have not received the credit back on my credit card and when I called to ask what was up on this issue, after fighting through their damned computer system answering junk I was shuffled around until I finally got a service rep that plain just hung up on me. That happened the day before I had to leave to go work in a remote location with no ready phone access to put up with the indeterminate waits for a rep, just to get hung up on again. At no time was I rude or used offensive language when I did get an actual person with Lenovo by phone.

So, not only does their customer support suck, but they are bald faced liars too, when it comes to offering money back because of their poor support. The computer itself is decent, but I wouldn't buy another Lenovo product if they were the last company left making computers. So, buyer be well aware that you are screwed if you need any support on your Lenovo product if you decide to buy one after reading all the negative reviews here. I just wish I had looked at their review record here before ordering!"

"I ordered a Lenovo T430S on Aug 24, 2012. I added 2-day express shipping to my order. The expected order date on my order was Aug 30. I thought with a little luck I'd have it today or tomorrow - Aug 31 / Sep 1.

I never received a tracking number or heard a word from Lenovo since I placed the order. I used their website to check the status of my order using my Smartphone. The answer was surprising. Lenovo said my order did not exist. I next called the sales support number on the Lenovo website. After navigating the arcane system, I was connected to a CSR. The CSR told me there was a "shipping constraint" and the order would not ship for another week. I explained I coldn't wait another week and I needed another option. He then told me I wasn't the only person impacted by this constraint and I should just wait another week. This exchange went back and forth 3 times before I gave up and hung up. I was on my cell in a public space and it was clearly a waste of my cell minutes. I checked the website again and confirmed the sales line was staffed until 9 PM Eastern time so I had time to get home and call from my office.

When I got home, I was able to check my order status on Lenovo's website. The ship date was changed to 3 weeks from now, not 1 week. The 2-day express shipping I paid for is now 7 days. I called the Lenovo sales support line and got a message that they close at 7 PM eastern time - 4PM in the Pacific time zone - on Monday thru Friday. They are closed on weekends. I tried to get help from the on-line chat tool on the Lenovo website but that was completely useless.

While I love Lenovo laptops, I abhor this type of customer service. I will be cancelling my order as soon as Lenovo's sales support office opens again. I will also be advising my clients they should ignore my previous glowing recommendations of Lenovo laptops and look elsewhere for their new generation of laptops."

"I ordered a laptop on 7/28, expecting it to take a maximum of a working week. At no point during the order was there any indication that this was not going to be a regular order. I started checking their web site a week later, only to see they still did not have an idea of their shipping date. Called sales support (in India) and their people were clueless. The ship date on the web site kept moving forward and their sales people had no idea what was causing this. They kept offering me money to keep the computer and not cancel the order.

Ths computer (which I am planning on returning) arrived on 8/20, despite having asked to cancel the order about three separate times.

This is the worst possible purchase experience that I have ever had and I have purchased many computers over the years. The combination of their inability to manage their sales, production and shipping, with a support service outsourced and clueless is something one should not put up with when purchasing an expensive laptop. There are alternatives, Dell, Sony, Samsung, Acer and resellers...

Here's the kicker - I manage a large group in my company and we buy about 300+ Lenovo laptops a year, which I am now promptly going to be changing to another manufacturer..."

"I ordered my laptop from Lenovo on July 4th and it has now been more than four weeks and its still not shipped.
It took 35 minutes of waiting on the phone before it was answered and the only thing they could say while I was waiting was go to lenovo.com to see your status.

on lenovo.com, for the entire month of july, their order status page was down.

After asking to speak to the manager I was put on hold for another 20 minutes, after which I upon request was given a - wait for it - a measly 25 dollars discount on my laptop...

Chat support was poor at best, and the only way to get through was to pretend I was a new customer.

Sending emails til their websupport yielded little or no support, the support I was promised on email, was never given.

All in all a terrible experience. If my computer does not ship tomorrow like they ended up telling me, I am cancelling my order."

"I only wish that I had found this web site prior to ordering directly from Lenovo. It is interesting that there was a major article in the WSJ about the company and the challenges that it is facing. Clearly, they either don't have a clue or simply don't care about small business (75 employees). A tenant who happens to be an IT company told me to try them rather than continuing with Dell. So, at least I only ordered one desk top to see if we liked the machine. That was on June 20th. We still haven't received the machine as of tonight, Saturday July 28th. They cancelled the order, "system error" and when I called was told that it would be a 30 day wait for the correct chip. After instructing them to ship whatever they had that was similiar, the Sales Rep lied and said that it would be shipped Blue Label. The order has sat with UPS coming out of Mexico for a whole week. I won't go into the phone calls to the call centers as it was very similiar to Dell about 6-8 years ago. The people were courteous but Lenovo just doesn't care about customers, or small ones anyway.

Whatever you do, DO NOT BUY DIRECT from Lenovo. My friend, the IT tenant downstairs says that he can get them in a week. That's good for him but I will never look at this company again. We are in the bus transportation business and we give refunds if the bus is 10 minutes late. If these guys were running our company, they just wouldn't show up and simply wouldn't care."

"To all who are considering ordering from Lenovo directly --- DO NOT!! You have been warned. I originally ordered a Z570 i5 on June 18th. It wasn't until July 10th (after many phone calls, emails and LIES FROM LENOVO REPS) that I finally found out that the configuration I ordered had sold out and they wouldn't be making any more of them. I was then offered two substitute laptops (both with inferior specs -- one even had "Better graphics" where the graphics card information should have been). I refused both offers and finally said that I would like to upgrade to the U400 i7 for the same cost or I was going to cancel the order. I was told that would be fine and that it would be put on "the priority list". The back and forth with the foreign reps ate up another few days. By this time the ship date on the website for the U400 said July 18th. I said fine and was given a new order number. Checking the order status a couple days later showed a ship date of the 19th. One more day, no big deal. The 19th comes and goes, then the ship date changes to the 23rd. Now I am being told the 3rd of August due to LCD supply issues. So almost 2 months to even get a laptop to ship. Its not worth the hassle having to deal with Lenovo directly. I have loved their products for many years (starting back when they were IBM products) and have been a loyal customer. No longer. Sad for them. I own a technical services/consulting company and have also recommended their products to my clients, family and friends. I can easily account for hundreds if not thousands of sales through my company and my customers. All that good faith gone in a matter of weeks. I am going to wait until the 3rd of August to see if my laptop actually ships. But only because I am getting it for about 60% off. If it ships then MAYBE Lenovo could still retain a portion of my business (but only through other 3rd party suppliers). I'll post another update on the 3rd."

"My Lenovo experience was nearly identical to those mentioned previously... in fact I am glad that I read the other reviews before I called them so I was prepared for the BS I would receive. Ordered a refurbished laptop from their outlet 6/3... got a confirmation email that it would ship 6/6. As of 6/11, it had not yet shipped and the ship date was not updated on their website. An email to them was not answered for several days, so I called. After 45 mintues on hold, my inquiry as to what was going on with my order was met with the response, "all orders ship in 3-5 days." When I reminded him that it had already been well over 5 days and pressed for the reason why it had not already shipped, as there was only one of them and it just needed to be taken off the shelf, he then informed me that my order had been cancelled. After a very deep breath, I asked to speak to a superior. This superior told me the order was cancelled due to "insufficient stock" and that I must have somehow ordered it right after someone else had bought it, and so the system did not take it down. When I asked when they were going to let me know about this cancellation, the rep had no real answer, but told me that I could just go back to the outlet and order another one of their fine machines. Needless to say I declined his offer. Based on the other reviews, I have to wonder if there is a "3 question limit" for customer service... if you ask more than 3 questions, they just cancel your order to make you go away. Fortunately they never charged my credit card. Will NEVER work with these idiots again, and would advise you to do the same."