Lenovo Computers was founded in Beijing, China, in 1984, originally under the name Legend. The company designs, manufactures, and distributes computers and computer hardware.
The company mainly offers computers, tablets, and computer hardware, but also produces smart phones, storage devices, workstations, and televisions. Since 2013, the company is the world’s largest personal computer vendor by unit sales. In 2016, the company had annual revenue of $43.03 billion and employs more than 60,000 persons worldwide.
Lenovo Computers has headquarters in Hong Kong, however, their USA division has headquarters located in North Carolina. The company does business in 160 countries and has locations in 60 countries. In 2014, Lenovo acquired mobile phone handset maker Motorola Mobility from Google.
Lenovo Computers USALenovo Computers was founded in Beijing, China, in 1984, originally under the name Legend. The company designs, manufactures, and distributes computers and computer hardware.
The company mainly offers computers, tablets, and computer hardware, but also produces smart phones, storage devices, workstations, and televisions. Since 2013, the company is the world’s largest personal computer vendor by unit sales. In 2016, the company had annual revenue of $43.03 billion and employs more than 60,000 persons worldwide.
Lenovo Computers has headquarters in Hong Kong, however, their USA division has headquarters located in North Carolina. The company does business in 160 countries and has locations in 60 countries. In 2014, Lenovo acquired mobile phone handset maker Motorola Mobility from Google.
I have been trying to get a refund from Lenovo since December, 2019 for an item I never received. After numerous phone calls and emails without a resolution, I disputed the charge through my credit card company. They resolved the dispute in my favor. Today I received a letter from a collection agency demanding payment for the item I never received. WTF?
Hello, I have attempted to get someone in management for the production of my product for over two weeks now. As I type this my chat with customer service was interrupted again for the 6th time. Contacting over the phone I have spoken to numerous people none can transfer or provide a phone number and some even promise to have a supervisor call me. None of this has been done. Here I think it is the worst part. I think I just have a bum machine. I thought it was all Lenovo. Turns out this is not true, the Chromebook that I have and broke the screen on is a Lenovo. Which means I just got a bunk product, something that somehow got past QA. But now I think even if I was offered a machine that was twice the cost of the one I originally bought I do not want it. I want my money back and I do not want to pay a restocking fee.
I bought the product on Amazon and after I get to that part of the conversation I am always cut off and basically told not our a problem.
Even as we speak I tried to call again and could not get past the IVR unless I want to talk to a tech who can not transfer me. I tried the Chat and have been disconnected many times (kept a part of one of the chats because no one was helpful and the product froze when I tried to save). I have asked for 1 phone call from a decision-maker concerning my issue and I am still waiting. not even on a resolution but on someone who can handle it. When I call and give my information no one can pull any information about the previous chats or calls. So no records are kept and in the meantime I am getting more and more upset. How hard is this, do you see how hard you are making it for people to just get an issue handled quickly. One rep offered to schedule me a callback the hung up on me before I could even schedule a time.
This is not just unacceptable it is infuriating. Every moment that passes from this point forward just makes me understand the utter lack of customer service and bookkeeping. I really feel if there were better recordkeeping that someone somewhere would know I need to be contacted and that simply has not happened. I got one automated email after I left a poor review of the product two weeks ago and that is the last time anyone has reached out to me. Below is a sample of one of the exchanges I would say around the 4th attempt. I did get upset toward the end, I was frustrated but I was also being sent around the world again. My next text after this I was promised a supervisor was looking into it. you will note the date and the following conversation happened the same day. I would post that transcript as well because it was far more flippant from the rep but your product froze when I tried to screen capture the conversation. I am going to post this here then copy and past it whenever I can do a review until someone at Lenovo has the common courtesy to call me and resolve the issue.
Jonathan S. (4/16/2020, 8:21:56 AM): Hello, thanks for contacting Lenovo. My name is Jonathan S.. I am reviewing your information now.
Jonathan S. (4/16/2020, 8:22:16 AM): Hi, how are you?
Jonathan S. (4/16/2020, 8:23:18 AM): I understand that you’d like to make a return for pick up.
Jonathan S. (4/16/2020, 8:23:24 AM): No worries, I’ll be glad to assist you.
Me (4/16/2020, 8:25:39 AM): are you a bot?
Jonathan S. (4/16/2020, 8:25:56 AM): No Sir Brian, I’m a human like you.
Jonathan S. (4/16/2020, 8:26:07 AM): Do you have like an order number?
Me (4/16/2020, 8:27:03 AM): I got it off of amazon I am looking in my email is there another type of ID you can use.
Me (4/16/2020, 8:28:45 AM): Order #
Jonathan S. (4/16/2020, 8:29:15 AM): So you purchased the order to Amazon, right?
Jonathan S. (4/16/2020, 8:31:37 AM): Since you purchase the product to Amazon I’m unable to pull up the order here.
Jonathan S. (4/16/2020, 8:32:19 AM): Our Technical Support can help you just provide the serial number and your email address.
Jonathan S. (4/16/2020, 8:33:39 AM): Kindly contact them via phone at 877-453-6686 Option 1, 2.
Jonathan S. (4/16/2020, 8:33:42 AM): They are open 24/7 to serve and assist you.
Me (4/16/2020, 8:33:49 AM): The serial number is on the bottom of the laptop
Jonathan S. (4/16/2020, 8:33:58 AM): Yes Sir Brian.
Me (4/16/2020, 8:34:21 AM): Dude did you see my opening statement get a supervisor to call me right now this is $#%#^#
Me (4/16/2020, 8:37:23 AM): you have a 30 min hold for all calls hence the chat I tried calling first I tried an email and only got an auto-response I am getting the runaround and you are as close to a noncomputer I have gotten so far the SN # is MP1P00JR I hope No I do not have a Karen haircut but I am thinking of getting one now.
Literally the next chat conversation I have with a rep.
Gehaimy Jam D. (4/23/2020, 2:45:41 PM): Hello, thanks for contacting Lenovo. My name is Gehaimy Jam D.. I am reviewing your information now.
Gehaimy Jam D. (4/23/2020, 2:46:13 PM): Hi.
Me (4/23/2020, 2:50:03 PM): it is a lot to read so let me know when you are done.
Gehaimy Jam D. (4/23/2020, 2:50:25 PM): I am reading this still.
Gehaimy Jam D. (4/23/2020, 2:50:26 PM): Hang on.
Gehaimy Jam D. (4/23/2020, 2:51:15 PM): So you want to set up a return right?
Me (4/23/2020, 2:53:44 PM): No, no I do not at this point I want a phone call from who can deal with the issue in a fast way and at a thin point only over the phone with a direct contact line. I have had the run-around and I have had my fill. I want one dedicated person who can contact me and has the authority to do a return not charging me a fee.
Me (4/23/2020, 2:54:17 PM): Originally a return would be fine but we are past that.
Gehaimy Jam D. (4/23/2020, 2:55:01 PM): I understand. As I’ve read the previous transcript this is an issue that the technical team can resolve. If you want to get this replaced we can escalate this one their end.
Me (4/23/2020, 2:55:55 PM): I honestly do not know how to be more clear? I would like a phone call, why is that so hard?
Gehaimy Jam D. (4/23/2020, 2:57:23 PM): Let me explain it to you.
Gehaimy Jam D. (4/23/2020, 2:58:36 PM): Since this is a machine purchased from Amazon, one of our 3rd party resellers we are unable to process a return or replacement here on our end. Since you are having trouble with your machine Lenovo’s technical team is the one you need to speak with to get this fixed. You can also contact our hotline but I believe they will also redirect you to our technical team.
Me (4/23/2020, 3:02:27 PM): This is not an Amazons machine and they delivered the product with no issue. If I return via amazon they charge a 15% restocking fee. I will not pay that, so I want to be clear you are A. unable to help me B. unable to get me in contact with someone who might be able to assist me with my issue? and C going with the same runaround as above.
continued, I wish I was kidding but I called tech and was given another number to call, can you start to feel where I am getting grumpy?
on 03/04/20 and purchased a computer on 03/09/20 checked my bank account and the money was back into my account. I then called your customer service and they are rude and don’t know how to treat their customers. I was told that the computer was sold out and I had order another one style of computer. So I did then I was receiving emails that my package is on the way I then noticed that it was the first computer I ordered. I called again and was told it was canceled. I received the computer that I wanted and the one that I was told by your manager Ryan Arsenio and he told me that he will escalate and he will call me or email me he sent two emails last week none this week. I have sent several email requesting status on the money owed to me 418.64 + 216 worth of overdraft fees that your company caused me. during this pandemic I have no fund no food or essentials to survive I have bills that I am responsible for and I am in trouble. I received my pay check and the bank took all of my check. I have been calling trying to find out when I will receive my refund and I have to wait for your company to process it I will if I wait for that your office needs to do something about this issue or it will be on the 1000 new I the United Stated I deserve half off my purchase. Your call center need some retaining on how approach and speak to your customer the people English is horrible and instead of hanging up on a customer they need to give the customer what there asking for a manager or supervisor. I am suffering and don’t have what I need to survive I also reported Lenovo to the Better Business office in the United States.
I thought Lenovo was a reputable company…and I was about to make a large purchase for my company and then I came across this: tomshardware.com/news/lenovo-laptop-security-vulnerability-flaw,40253.html
Very sad state of affairs…there is NO integrity in business any more…and most definitely with this Lenovo. You all should be ASHAMED of yourselves. You lost my business and will be passing this on to all my business associates. You guys are slime.
In late Nov I bought a lenova. After 3 to 4 weeks I began to notice funny things, such as self scrolling, forever to boot up, taking ions to move from page to page. I really believed I was doing something wrong, but after 2 more months of this I called Lenova. That was my first mistake, I should have chocked up to bad product and chucked it in the garbage. But, I called CS, and was told I needed to upgrade. I told them this kind of trouble indicates hard drive. so of couse we updated. Two weeks later, it got slightly worse. Told I needed to wipe it down, I repeated the hard drive story. But we wiped it down. By the end of a couple of weeks, I called yet a 3rd time. When I blustered it was the hard drive, I was told they would ship me a box, and should send it back. I wait a week, and send it in, only to get it back 2 weeks later, with the hard drive “reimaged”. Know what that is? They wiped it down like when i called. So i start to reinstall software and after 4 hours, I was struggling to get the second one on. I called again, I almost took a gun to them. No one speaks English, nor do they understand it. They told me to pay to ship it in, THAT’S when i blew my stack! So again, I await the box and ship it back, hearing they will NOW change my hard drive!!!
I got the computer back today. Apparently, factory settings means, when you turn the computer on, it’s locked by an administrator, who disabled it. So once again I call, and get hung up on. I call back fuming, ask for a supervisor and am told they will return my call in a couple of hours. While I navigated past the administrator, only to find, every god damned program i got with computer was gone.Know what I was told? We told you to save everything! Oh my god, these people are the worst customer service group I’ve ever dealt with. Stupid me, I thought factory settings meant it would be pushed back to when I brought it home from the store? What an Idiot I must be !!! Don’t ever buy Lenova…Ever. It’s the first time I did, it’s the last time I do.
I can’t emphasize enough how bad Lenovo’s customer service is. I bought a Yoga laptop the end of July 2018 and it promptly stopped working two weeks after. After six months of haggling with customer service and tech support (ad not solving the problem) they finally “agreed” to let me send it back for repairs. It was delivered to them (I have a record of that) and then….they LOST MY COMPUTER!!! NEVER AGAIN will I buy one of their products!
READ ALL OF THIS IT WILL SAVE YOU A PROFOUND HEADACHE AND YOUR HARD EARNED DOLLARS AS WELL.
Christian Teismann, keeps his email and phone well hidden. In part, you can’t blame him as the Lenovo Office of the President, North America has had a revolving door ever since Jay Parker left and none knows where he went. Teismann is a relatively young man who should be able to handle some stress. Good thing, too. He’s inherited a company where the Lenovo Yoga 910 has a “plugged in not charging” problem. Look it up on the net, it’s a nightmare and do not under any cirXXXXstances buy a 910.
Customer Review
1.0 out of 5 stars
DELL DOES NOT HONOR ITS WARRANTY – Don’t Spend Your Hard Earned Black Friday Dollars Until You Read This!
By Donald C. Smith on November 19, 2017
Verified Purchase
Dell Inspiron i5378-5743GRY 13.3″ FHD 2-in 1 Laptop (7th Generation Intel Core i7, 8GB, 1 TB HDD)
DELL DOES NOT HONOR ITS WARRANTY #NeverDellNever
For Black Friday Dell has sent out a brochure claiming half price on its computers. Don’t buy it, I mean this figuratively and literally. If a company is not respectable enough to honor the warranty then you are essentially are buying a computer without one. How much of a reduction in price does that carry when there are so many fine other computers out there? My laptop had a myriad of things go wrong with it, in less than a year. DELL suddenly forgot what a warranty is. They sent mine back with the message and I quote “your laptop has been returned to you unrepaired.” I recommend you don’t buy from this company at all – not even at 70% off. In less than a year you could end up with a very expensive doorstop.
My whole experience is recounted below:
A Tom’s Guide complaint about Dell in 2015 asked, “Is DELL’s customer service as bad as they say?” I couldn’t say for sure but I can tell you its really bad right now.We’re talking about a company that will do most anything to avoid making good on its warranty.
See email below and note: senior management knows, they just choose to do nothing about it and they’re sitting on my laptop. They’ve neither fixed nor returned it. Karan, the corporate unresolved issues website isn’t working. I’ll make note of it and make another post later in the week.
Meanwhile I’m going to post this email on the ripped off consumer websites. You probably know most off the same ones I do. 54 emails. That’s how many since September.
Always, the same lame people offering the same lame communication that they had drilled into them during training. It could not be more clear: DELL ii trying .to duck it’s responsibility to repair under warranty. There was a brief attempt by your people to shift responsibility – “there’s a spill on the keyboard,” I was told. No, I’ve understood the responsibility that needs to be exercised around electronics since I was five.
If there was a spill then it happened at your shop. After this response the best your team could do is to repeat itself endlessly sans sense or reason though at least two or three promised they would take care of it and then didn’t. Generally, the corporate line was towed, in hope that the customer would go away. I know this technique.
I teach it. Nissan (like virtually all Japanese companies) has been using the strategy since the late 80s early 90s. Prior to a piece I wrote, I spoke to their Director of Communication in Smyrna. Of course, the difference between DELL and Nissan is that I’ve never been sorry I purchased something from the latter company.
I told all your employees, if the laptop is not back in my hands, fixed to my satisfaction and at no cost: then I would launch a media campaign using web, social media and all the usual resources. DELL was once a good company, everything indicates it no longer is. The laptop was a problem as soon as I hit the power button – or are you going to claim 100% quality assurance. As a Professor of Communication the campaign isn’t going to be taxing.
I come into contact with hundreds, if not thousands of Professors worldwide through conferences. The academic community will want to know. Don’t call me. Fix it or don’t.
If don’t fix it, know that I’ll continue the campaign until it takes root and I’ll have a good technician have a look at the unit so they can tell me what you did. It’s not a threat. It’s simply my communication plan as expressed in 55 (now) emails and over the course of months. Karan, the time for discussion has long since passes.
Please don’t call me. You’re incessant calls where you repeat yourself like a parrot are simply irritating.
To: Karan.Haresh@ dell.com Find someone at Dell who can read and ask them to help you process the messages below. The point where I was interested in discussion has long since passed.
Once, I had a problem with my Lenovo. Know what that company’s team said?
“In three days you’ll get a box. Send it in.” The difference in corporate practice is stark and perhaps all a consumer needs to know.
Reason of review: Damaged or defective.
Monetary Loss: $1200.
Preferred solution: Full refund.
I liked: What the promotional literature
What I didn’t like: the reality
Under no cirXXXXstances buy a Lenovo 910. I did and I currently have an 1200 doorstop. To their credit, the Repair Depot fixed it once but shortly after I got it back from them, the computer was dead as a doornail. They offered to fix it again but what’s the point? I need a reliable machine and the 910 is not it. So giving them the benefit of doubt I bought a Lenovo 920 Bronze and here’s where Teismann’s attention really needs to be focused. Customer Service at Lenovo is the worst I’ve ever experienced and DELLl, a close second, was formerly first.(Note you can find my POV published on DELL in every consumer complaint outlet and on all DELL Facebook sites world wide if they had the courage to keep them there – short take (DELL DOES NOT HONOR ITS WARRANTIES). But this is about lenovo. I talked to two CS representatives who proved useless and sent in the email below. Everyone, including the President’s Office ignored it. I’m writing here because Lenovo’s overly secretive policy on customer contact, phone and/or email, gives me no choice. Here’s the email that received no response, despite a genuine health concern raised in the text. With this on record, Lenovo would have had a very serious problem on its hands had I stroked out. Here’s the email:
Fix this. — IF THIS ISN’T BILLING PLEASE FORWARD IT IMMEDIATELY — IMPORTANT AND TIME SENSITIVE INFORMATION
People
Donald Smith Today at 11:48 AM
To
dnsadmin@ lenovo.com
Message body
I was on chat with two of your representatives yesterday and today and it was a waste of my time, which I bill at $500 an hour.
Yesterday I purchased a Lenovo Bronze 920 from your website. My bank confirms it’s on my card. The two Lenovo consumer specialists I called, kept me waiting for almost two hours combined, and said they have no sign of the purchase. I called my bank to cancel and they said I cannot because Lenovo has preapproved the purchase. Once it hits my account I can dispute. I just want the damn computer; this is a simple transaction that your company has messed up so badly that my blood pressure is through the roof.
That Lenovo web note that the computer ships same day as ordered is nonsense, now isn’t it? Also, you sold me a junk 910 that has a plugged in not charging issue. I’m not getting it fixed again, what’s the point? Your depot fixed it once and the problem came right back again. That’s a thousand dollars I’ll never get back. In my line of work I have to have a reliable machine.
I decided to give Lenovo another choice because the 920 Bronze reviews were so good and now I find out Customer Service is as good as that 910. They’re unreliable.
Bank of America says you have the payment but haven’t processed it yet. Why not?
To make this right: find the payment, give me a discount for the hell you put me through, and ship it overnight. Send me an email confirmation that you have done so, today.
speakwell2007@ yahoo.com
Dr. Donald C. Smith
If this isn’t taken care of immediately, I’m going to start a media campaign against Lenovo such that no one will trust Customer Service there ever again. I’ll continue it for a year. Don’t test me, ask michael_dell@ dell.com how his company has liked the media campaign.
Dr. Smith.
—————————————————
Donald C. Smith, Ph.D.
The oddest thing about communication is not that we don’t always communicate clearly,
but that we are able to communicate at all.
– anonymous.
What’s a shame here is I initially had high regard for Lenovo. See the Amazon rreview below. The Experience I had in the past three days is causing me to reconsider my reviews. I’ve committed a year to posting everywhere and anywhere about DELL. Not honoring a repair under warranty is about as slimy as business practice can get. Everyone there knows what I think from the Board, to the President, to the V.P. of customer care. Not one of them gives a fig and the incredible thing is that the repair they need to do would cost less than $300. I feel bad about Lenovo as when there machines work they are superb and the repair team is good as well, but I’ll be hard put to ever submit to a customer service experience like i had this week. Ah, the Amazon review when I thought well enough of Lenovo to give them special mention:
DELL DOES NOT HONOR ITS WARRANTY – Don’t Spend Your Hard Earned Black Friday Dollars Until You Read This!
By Donald C. Smith on November 19, 2017
Verified Purchase
Dell Inspiron i5378-5743GRY 13.3″ FHD 2-in 1 Laptop (7th Generation Intel Core i7, 8GB, 1 TB HDD)
DELL DOES NOT HONOR ITS WARRANTY #NeverDellNever
For Black Friday Dell has sent out a brochure claiming half price on its computers. Don’t buy it, I mean this figuratively and literally. If a company is not respectable enough to honor the warranty then you are essentially are buying a computer without one. How much of a reduction in price does that carry when there are so many fine other computers out there? My laptop had a myriad of things go wrong with it, in less than a year. DELL suddenly forgot what a warranty is. They sent mine back with the message and I quote “your laptop has been returned to you unrepaired.” I recommend you don’t buy from this company at all – not even at 70% off. In less than a year you could end up with a very expensive doorstop.
My whole experience is recounted below:
A Tom’s Guide complaint about Dell in 2015 asked, “Is DELL’s customer service as bad as they say?” I couldn’t say for sure but I can tell you its really bad right now.We’re talking about a company that will do most anything to avoid making good on its warranty.
See email below and note: senior management knows, they just choose to do nothing about it and they’re sitting on my laptop. They’ve neither fixed nor returned it. Karan, the corporate unresolved issues website isn’t working. I’ll make note of it and make another post later in the week.
Meanwhile I’m going to post this email on the ripped off consumer websites. You probably know most off the same ones I do. 54 emails. That’s how many since September.
Always, the same lame people offering the same lame communication that they had drilled into them during training. It could not be more clear: DELL ii trying .to duck it’s responsibility to repair under warranty. There was a brief attempt by your people to shift responsibility – “there’s a spill on the keyboard,” I was told. No, I’ve understood the responsibility that needs to be exercised around electronics since I was five.
If there was a spill then it happened at your shop. After this response the best your team could do is to repeat itself endlessly sans sense or reason though at least two or three promised they would take care of it and then didn’t. Generally, the corporate line was towed, in hope that the customer would go away. I know this technique.
I teach it. Nissan (like virtually all Japanese companies) has been using the strategy since the late 80s early 90s. Prior to a piece I wrote, I spoke to their Director of Communication in Smyrna. Of course, the difference between DELL and Nissan is that I’ve never been sorry I purchased something from the latter company.
I told all your employees, if the laptop is not back in my hands, fixed to my satisfaction and at no cost: then I would launch a media campaign using web, social media and all the usual resources. DELL was once a good company, everything indicates it no longer is. The laptop was a problem as soon as I hit the power button – or are you going to claim 100% quality assurance. As a Professor of Communication the campaign isn’t going to be taxing.
I come into contact with hundreds, if not thousands of Professors worldwide through conferences. The academic community will want to know. The time for conversation has long since passed. Don’t call me. Fix it or don’t.
If not, know I’ll continue the campaign until it takes root and I’ll have a good technician have a look at the unit so they can tell me what you did. It’s not a threat. It’s simply my communication plan as expressed in 55 (now) emails and over the course of months. DO NOT CALL ME. Your incessaant calls to say the same things over and again are a nuisance.
To: Karan.Haresh@ dell.com
Find someone at Dell who can read and ask them to help you process the messages below. The point where I was interested in discussion has long since passed. Once, I had a problem with my Lenovo. Know what that company’s team said?
“In three days you’ll get a box.Send it in.” The difference in corporate practice is stark and perhaps all the consumer needs to know.
Reason of review: Damaged or defective.
Monetary Loss: $1200.
Preferred solution: Full refund.
I liked: What the promotional literature said.
What I didn’t like: the reality
Type a message…