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Lenovo

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Lenovo is the Chinese company that has taken over IBM's line of desktops and the legendary ThinkPad notebooks.

Anthony of Staten Island, NY February 14, 2010

One year ago, I purchased a Lenovo small business desktop. The product came with a damaged hard drive and pixel issues. I had to send it back, they credited my account back and I ordered a new one (This one I am putting my complaint against). I received the laptop, no problem. Over a month ago, I believe 1/2/10, I opened my laptop and the hinge came apart exposing the black wires. I have worked and been around computers and laptops for 15 years and never mistreated one or had something happen like this. My first call to them, they said I did the damage. They basically called me a liar over the phone.

Speaking to the supervisor, he put the claim into a special services division to make a decision. They decided it was the laptop, not me and I did not have to pay money. They send me back the laptop with the repaired hinge and also repaired the system board, not sure why. One week later I was getting grinding noises. I call them up, they said it was the hard drive. They mailed me one out and I received it yesterday to INSTALL MYSELF! So I installed it, same grinding noise. I call them up, they said it's the fan!!! Now I have to send the laptop back for more repairs. This is supposed to be for my small business I started, now I can not get any work done. I am hurting here because I am losing out on time to use the laptop. Also, to make things even worse. The recovery CDs I had in my Lenovo box when I purchased this laptop were for Windows Vista!!! I have Windows XP Professional!!! So they did not even send me the correct disks in the beginning. The hinge problem was supposed to be a two hour repair but I received the somewhat repaired laptop back 3 weeks later!!!

Raj of Alexandria, VA January 31, 2010

PLEASE DO NOT SHOP FROM LENOVO! On January 14, 2010 I placed my order through the customer service representative, The individual informed me that my unit will ship within 4 to 5 days. I call back after 5 days has passed to see the status of my order, since I never got a shipping confirmation email, the individual informed me that my order is on a back order and will ship out on the 25th of January.

I called on the 25th and again they informed me that my laptop is on a back order and will probably ship by the 29th, by now I had enough of this waiting around, I usually order electronic items from tigerdirect and they always seems to have my product to me within 3 to 5 days tops.

I decided to cancel my order on the 25th of January. I told the representative that I need my offer canceled and do not wish to receive the item anymore. The Lenovo representative informed me that they will offer me a compensation for the delay, I I told the person that I would only want the item if they will give me a 15% discount or cancel my order. The person said okay, I will need time to get approval from my supervisor. He said they don't have a direct communication to their supervisor and will have to submit a request for the compensation.

I got an email on the 26th stating that my item was shipped, called lenovo to confirm what has happen and they stated that my item was shipped and they can not cancel it and will charge me 15% for restocking fee and the shipping cost. I talked to the supervisor after being on hold for 35 minutes and he informed me the same thing, and was very rude. He was able to pull up my request from the 25th when I called to cancel the order but still refused to honor my request, even though my request was submitted before the item was claimed to be shipped.

I called UPS with the tracking number on the 28th and they informed me that the product has not been picked up on the billing information was processed on the 26th the product will be picked up by the 29th. LENOVO LIED and MISGUIDED me into this sales transaction, and are refusing to take the product back.

I still have not received my laptop. I will have to wait for another week before its shipped to my house. Stay away from LENOVO. PLUS: There customer service [is bad]. I will also file a complaint with my credit card company to cancel this transaction, since the vendor did not honor my request to cancel the order. I have and will be out of a laptop for 4 weeks, The price I spent on this laptop I can get a better on now with everybody dropping the prices. I lost 12 plus hours of my life on the phone with these idiots with no result.

james of Woodland Hills, , CA January 28, 2010

Lenovo sucks. That approach worked for Jeff Jarvis when he wanted to make a point, think I'll give it a try. Remember that old dis, "**** you and the horse you rode in on"? Well, that's the way I feel about Lenovo Computers and the store where we purchased it, Best Buy.

Granted the Lenovo laptop we purchased had, at the time, the new Vista operating system. I understand that Vista was a nightmare from the get go. Should that be my problem? Apparently so, and my problem was exacerbated by two things: 1) The lack of technical help/expertise from the manufacturer and retailer. 2) We own other computers all of which have performed way better, but especially the Apple products. Years old now, even our little "e-machine" performed way better and was more dependable than the Lenovo.

My wife and I have our own consulting business. Since we are "cyber laypeople" we have to rely on the experience and expertise of "techies" to help guide us through the jungle and murky waters of computing. PC's are much more business oriented than Apple machines. Apparently this is true as there were, (and still are), many necessary business sites we could not access on our trusty Macintosh and had to have a pc.

We gave a test run to various products, Dell, HP, Compaq, Toshiba. None of these products exceeded our expectations but preformed to an acceptable degree. We shared that with the sales guy at Best Buy and he convinced us to go with the Lenovo as it had, and I don't recall what that was right now, but some feature we needed that the other PC's just didn't have. He was enthusiastic about his advice and while he didn't seem as computer savvy as the people that worked at the Mac Store, in the end we took his suggestion and bought the Lenovo.

What a mistake. I won't go in to reciting the long litany of complaints we have, but the Lenovo PC (PC standing for Piece of Crap) did not EVER work as it should. It was slow, froze up all the time, had glitches that no expert could isolate and fix and finally four days after the warranty expired it went blank and lost all the information.

I can't be more specific because after the first month of owning the Lenovo, I refused to use it. If I couldn't do what needed to be done on my Mac, I found another way. No, my dear wife, poor trusting soul, had to deal with the computing ineptitude of that lap top, manufacturer, and retailer. The Lenovo solution ALWAYS -- sort of like the government -- throw more money at the problem.

We had the hard drive replaced. Had to use an external keyboard when the keyboard on the machine stopped working. And the quick fix advice from the expert at Best Buy when my wife took the machine in for the umpteenth time, to help her slog through the excel spreadsheet we were doing for our taxes, was to BUY MORE MEMORY.

My wife is a trusting soul, so she did. For me this was the last straw. The memory did nothing except perhaps make matters worse. Since neither Lenovo or Best Buy offered any rational solution to our dilemma we threw in the towel and bought an inexpensive little workhorse Compac (owned by HP we understand).

So far, so good. I personally still prefer the Macs but at least my wife has stopped wasting hours a day trying to get the Lenovo to operate correctly, or on the rare occasions that she could get it to work, it was so slow she waited for hours to complete a task any other computer would have done in a fraction of the time. If time really is money (and it is when you're self employed) our new little PC paid for itself in a week.

Robert of Tucson, AZ January 23, 2010

Why can't Lenovo offer to me a way to go to Windows7 and have all the Lenovo files on my present system come with it? I called Lenovo support on January 23, 2010 and was told to go to a web site under MIGR-67853 and fend for myself. I asked which options on the web site are applicable for the needs of Lenovo to match my present computer as I purchased my new Vista laptop in May, 2008.

I was told just read the articles and it is my decision not theirs. Once again the US consumer gets stuck by a major computer supplier. I can only hope when upgrading somehow the system will work and bring in Lenovo system files and others needed.

Devon of Centereach, NY January 19, 2010

We purchased a Lenovo Ideapad Y730 in August. Within 2 months the screen went completely dead. We requested a replacement computer (we have a full warranty for 3 years, but this kind of problem indicates that the computer itself is faulty). We were sent to several different people but eventually Paul D was reached and he stated that we will receive an expediated phone call to settle this issue, within 5 business days. We never received a return phone call and after calling many times we have not heard back regarding this issue. It has been several months of trying unsuccessful to contact Lenovo. We no longer wish to have a new computer, we would like a full refund to take our business elsewhere.

Wayne of Cupertino, CA January 16, 2010

Purchased Lenovo laptop in Aug. 08 with full coverage should I need. Dec. 20, 09 computer would not boot. Lenovo service was able to boot machine but decided the control panel needed replacing. Shipped to Lenovo to replace mother board. Recieved laptop back but had blue screen and no standby option.

Lenovo service tech had me do full restore from computer to no avail and would send new discs that should work with new mother board. Lenovo tech walked me thru restoring from new discs again to no avail. Said I needed a new harddrive to work with new motherboard. recieved new harddrive and explained how to install. Again loaded new discs along with new harddrive and again to no avail. Was directed to suposedly more qualified techs who agin had me go thru the whole process again, even had me try to burn files they thought needed along with frustration from HIM.

On Jan 12 he said I needed to send machine back again to be repaired and he would send box to mail back to whereever. It's now Jan 16 and I have yet to recieve a box to ship! I use this laptop for my buisness whih has suffered drastically without having it and I'm not sure anybody at Lenovo could even care. I was told it would take about a month to get my laptop back from them. It's already been one month and I don't think my business can with stand another month of this especially in this economy.

Roy of menomonie, WI December 30, 2009

Since I am starting highschool I thought it would be good idea to purchase a laptop for my four years of highschool. Mind you this is my own money from my college savings, so this was very important to me. One reason I went with lenovo was because they were offering free windows 7 with there notebooks. I thought great! I received my laptop in mid July of 2009. When I signed up for there free windows 7. I noticed that it wasn't free. I was paying 17 but, I wasn't to mad I thought "Hey I'm getting windows 7 for 17 dollars. I found out they were not shipping there windows until October 22nd.

Finally the week of halloween came around. Two, three weeks went by, I was wondering where it was. I called there customer support and was told they were shipping out in november. I was dissapointed but still happy I was getting it. So the due date came in november and nothing came. I called them again. After waiting 20 minutes I was connected,only to be left trying to decipherthe langauge this women was speaking in. She set me on a wild goose chase of numbers which led me no where. Now I was supposed to receive it in december. That came around, still no windows 7. I tried calling them again, after waiting for 30 min I was told to call someone else. Ive been told that it's going to ship out in the first week of January. What angers me so much is the horrible customer service. Also paying 17 for three month shipping. I would have rather gone with a different company and purchased windows 7 separately.

prakash of Saratoga, CA December 21, 2009

Placed an order for Lenovo laptop on 8th Dec 09. Wanted to check the status of the order after 1 week as they promised to ship on 16th Dec. To my dismay I was never able to get the status on their website or able to get through their customer supportt team for over a week. Finally I decided to make an early morning call on hopes of getting through customer service on 21/Dec to realize that my order was cancelled by their system on 9th Dec and didn't care to notify me. They were neither apologitic nor offering an alternate expedited shipment order. It was a lousy service at any level and I would never ever deal with these guys.

Vivien of New York, NY December 21, 2009

Way back in late October, 2009, I ordered online a Thinkpad laptop. I paid the extra 25 for two-day delivery, since I work from my computer, and I urgently needed it in order for there to be no interruption in my business. A week later when it still had not arrived I called the company and waited on hold for 30 minutes before getting an angry, unhelpful man, who told me there was a problem with my credit card and they had canceled my order on me. There was never any problem with my credit card. My bank account is jam-packed with money and my card is just fine. Even so, I called my credit card company and they assured me everything was fine. I called my bank, went there in person, and double-checked that they had my address right (the address that my credit card is attached to, which I used to order). They did.

I tried ordering the laptop again, and again waited a week to no avail. Then, at a loss, I tried to have a friend order me the laptop with his credit card. That didn't work, which we found out another week later, when he called, waited 30 minutes to talk to another angry representative, who informed him that they had canceled the order because his cell phone number didn't match the phone number attached to his credit card. (!??!) At this point, I felt like I was trapped in a Kafka novel, with Lenovo as my irrational and sadistic antagonist. Finally, I figured out on my own that they must, for some crazy reason, be canceling my order because my shipping address was different than my billing address--despite the fact that on their website when you order, it (like any other normal and rational consumer website) gives a "shipping address different from billing address option"). But apparently the Lenovo website only masquerades as normal and rational.

This turn in the plot made absolutely as little sense as the phone number fiasco, since people all over the world move around all of the time, changing addresses and phone numbers, without having to go through this kind of ridiculous abuse when they want to order something online. Furthermore, for my own personal reasons, I prefer to have these two addresses kept separate. So just for Lenovo, and against my very wishes, I went to my bank in person and temporarily had them change my address with them to match the shipping address. I resent Lenovo for this very much. Again, (three weeks later, and much frustrated) I ordered the laptop online, and again paid the extra 25 for two-day delivery. By now, this was my fourth attempt to purchase my laptop, which I by now urgently needed for my work, which had been interrupted due to Lenovo's absolutely lunatic conditions.

Finally my order went through. Then I waited *seven days* until the laptop came. I paid for two day delivery. It came 7 days later. Or, more accurately, four weeks later. But that's not all. I had also ordered a laptop carrying case, which still has not arrived, and it it is now December 20th. The fourth order I placed which actually went through was placed on November 24th. So basically a month later I am still waiting for the damn carrying case. I called the company once again, about a week ago, and waited 20 or 30 minutes, and got another sadistic robot, like the ones before, who explained to me that there was absolutely nothing I could do, and that was just the way it was.

I asked if they could prioritize my delivery as I had in fact paid a month ago now for two-day delivery, and I explained that I would be leaving the country on the 21st for a month and absolutely needed the carrying case before then. His answer? There was nothing they could do, but he assured me that delivery was scheduled for the 22nd--to be explicit if you missed that: the day *after* my flight. And I am still waiting to be able to change my address back at my bank (it is my right as a private citizen to have whatever address I want at my own bank, which Lenovo has been depriving me of for a month now).

I can't tell you how angry, resentful and frustrated I am with Lenovo over the whole experience. I basically hate Lenovo and hope I never have to deal with them again. They have execreble customer "service", treat their customers not only with indifference but sadistic disrespect, and have a senseless policy regarding online ordering enough to drive one mad, and which they themselves do not even uphold. The whole experience with Lenovo left a bad taste in my mouth, and if it weren't for the standards of the old IBM Thinkpad that I have come to love (my old one was a Thinkpad) I never would have put up with such blatant and disgusting abuse; rather, I would have told them to go to hell. Perhaps I should have.

Chris of St. Charles, MO December 16, 2009

I placed an order online even though I was warned by a colleague not to order one based on his experience. I ordered a laptop on 11/11/09 and waited weeks while my order status online kept being pushed further and further back. The estimated ship date became 1/14/10 and I called them to receive the same information I got when I called twice before "No, there is no problem with your order. Sometimes orders are lost when we send them to the warehouse. Is there anything else I can help you with?"

They simply did not care or try to help me with my lost order so I canceled it. They had to ask me why I was canceling and I told them I don't expect they will ever find my order. Then they told me it would take several days for the order to cancel. What a lousy company and customer service. I will take my business elsewhere and advise others to do the same.

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