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Initial Complaint
06/27/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I returned Order # ********** with tracking # 1ZE2416F9192698866.You received return on June-13. I have inquired a couple of times about a refund, & haven't been able to get a clear definite answer as to, when i will get my refund. I really thought the return process would be better than this.
Business response
07/03/2024
7/3/2024

The Better Business Bureau
*******************************************************************> ****************

Lenovo
7001 ******************* *********************

Re: BBB CASE#: 21908486

Dear Madame / ***,

We are in receipt of a copy of the complaint filed by *********************** on 6/26/2024.

We have spoken with the customer and apologized for their experience. We have issued the refund and provided a concession.

Sincerely,
Lyne
Case Manager
Customer response
07/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
06/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a computer from Lenovo on Mai 27. After receiving it, it was found that the internet card did not work and I contacted Lenovo who sent me a return label to return the computer. I returned the computer on June 3 and they received it at their warehouse on June 5. On june 24, I still did not receive the reimbursement. I called Lenovo on 3 separate occasions and they keep telling me that they are moving their warehouse from *** to ****** which increases the delays, but that I would receive the payment in the next 2 or 3 days. It now has been 20 days and they now tell me to wait 10 to 15 more days. On their policy, it is written that customers must allow 5 to 10 business days to receive the refund. This is not a reputable way to conduct business.
Business response
07/02/2024
7/2/2024

The Better Business Bureau
*******************************************************************> ****************

Lenovo
7001 ******************* *********************

Re: BBB CASE#: 21895952

Dear Madame / ***,

We are in receipt of a copy of the complaint filed by **************************** on 6/25/2024.

We have spoken with the customer and apologized for their experience. We have issued the refund and provided a concession.

Sincerely,
Lyne
Case Manager
Customer response
07/02/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****************************
Initial Complaint
06/19/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Several times I have reached out to Lenovo tech support with no end result. Most of the time I do not even get a person but I do get the survey. when I do get foreign tech support there is no help and they hang up on me ALL THE **** AND I AM TIRED OF IT. My mouse pointer keeps disappearing on the screen and I need it fixed, this is a brand new computer, two different types of mouse, blue tooth and nothing works, it has to be the computer.
Business response
06/24/2024
6/24/2024

The Better Business Bureau
*******************************************************************> ****************

Lenovo
7001 ******************* *********************

Re: BBB CASE#: 21872147

Dear Madame / ***,

We are in receipt of a copy of the complaint filed by ******* ***** on 6/19/2024.

We have briefly spoken with the customer and have followed up via email for more details. The customer confirmed that they were able to resolve the issue with the unit.

Sincerely,
Lyne
Case Manager
Initial Complaint
06/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello,A laptop purchased under order number ********** was returned successfully by 27th May. The courier company also confirms its been delivered to warehouse.Now, its been more than two weeks since Im to get a refund but all in vain. There have been numerous chat conversations, calls and emails on the subject but no one seems to be willing to address this concern.Hence, requesting your assistance in this matter.Thanks
Business response
06/25/2024
Lenovo contacted the customer regarding the refund. We processed the refund this week and let the customer know that the amount, $1340.03 will post to his account in 3-5 days.
regards,
***************************
Lenovo customer care
Customer response
06/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
06/17/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a Lenovo labtop computer with extended care warranty, computer information Yoga 7 16IAH7 - Type 82UF ************ Plus Support PF4161XX 4Y ************ Plus ID: BS6 Start Date: 2022-11-10 Days Remaining: 878 Status: Active End Date: 2026-11-09 Type: On Site computer was not functioning they sent computer to off site repair , they have returned computer and it still will not function properly, computer will not sign boot up and let me sign into wifi network. I have tried repeated calls, I always end up speaking with a different person, they all have a different excuse. they have been unable to resolve issue. I want them to replace computer since they have been unable to fix current device.
Business response
06/17/2024
Lenovo contacted the customer to check on the issue. The customer said he had fixed the issue by completing the reload after the hardware repair.
Regards,

***************************
Lenovo customer care
Initial Complaint
06/14/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
False advertising/company refuses to honor their own price match policy as advertised. This is an extremely deceptive and deceitful company with parent company in ***** and customer service overseas who will lie and attempt to trick you. Their price match policy clearly states that they will price match a list of stores and online retailers for any of their products as sold on their website. When I attempted to price match a laptop computer with Best Buy they told me (falsely) that that particular series of laptop could not be price matched, even though that series is listed in their policy. After talking in circles they then stated they couldnt match it because an included trial service ********** Game Pass) was offered by them as a 3 month trial and Best Buy as only 1 month. They claimed this was a computer spec and the specs didnt match. So they lied the first time and claimed the series wasnt included, then they tried a very deceptive claim that a trial of a service being included was a spec. Highly dishonest way of trying to trick a customer and not honoring their policies as written.
Business response
06/17/2024
Lenovo contacted the customer about his concern. He decided to buy another Lenovo model.
regards,
************************;
Lenovo customer care

Customer response
06/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and would like to close the case. The business replied promptly. I do think their price match policy needs to be re-written if the customer service reps wont follow the current wording.

Sincerely,

*******************
Initial Complaint
06/14/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ordered a Lenovo Legion T7 34IRZ8 - Type 90V7 on 09/24/2023. After receiving it, I was immediately having issues with the machine crashing / not properly running. After going through Lenovo support channels, I was offered a replacement, which I took. Only problem was that after a couple of months, I started experiencing MORE issues on the replacement machine. Still under warranty, I went back to Lenovo support, and went through HOURS of troubleshooting. Unable to resolve the issue, Lenovo recommends sending it into a repair depot. I thought why not try it since it was covered by warranty, and sent it to their provided depot. After about a week, the machine was returned SUPPOSUDLY FIXED, even though all the parts listed as "repaired" had nothing to do with the issue. Upon delivery from the depot, the glass side panel was shattered, probably happening in shipping. After notifying Lenovo, they gave me a go-ahead to take the panel off and test the machine. Still not working, with the SAME BSoD crashing issue. Lenovo offered an onsite repair, or the depot again, and I sent it back to the depot. After this repair, they sent it back with a fixed glass panel, yet the original issue was STILL not addressed or repaired. After contacting Lenovo again, they set up an onsite repair. They ordered FOUR parts to my house, and when the technician arrived, he did not attempt to use ANY of them or repair the machine at all. He simply updated drivers and left, closing the case so I couldn't do anything about it. This brings us to the current situation, where after THREE failed repairs, I have had my case escalated to Customer Relations. Only problem is, they came back and ONLY offered a refund and no replacement/repair. After insisting this is unacceptable, they offered their "SWAT" technical repair.My main concern is making sure they HONOR my warranty and actually attempt a proper repair, as they seem unwilling to try and replace or repair the part which is faulty, or replace it.
Business response
06/21/2024
6/21/2024

The Better Business Bureau
*******************************************************************> ****************

Lenovo
7001 ******************* *********************

Re: BBB CASE#: 21848426

Dear Madame / ***,

We are in receipt of a copy of the complaint filed by ****** ******** on 6/14/2024.

We have spoken with the customer and apologized for their experience. We are in the process of refunding the customer, tracking will be shared once available.

Sincerely,
Lyne
Case Manager
Initial Complaint
06/13/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Re: Lenovo Case ********** Hello, I recently bought a new Legion laptop. I enjoyed it so much, I recommended my friend also buy one, which he did. We are both long-time techies quite familiar with IT and IS.However, we were both disturbed to learn that the Tobii software is apparently impossible to fully remove. This software may be useful to some, but, to us, we consider it malware, a threat to security since it cannot be removed.Both Tobii and Lenovo "support" have not provided us a way to remove this software entirely and permanently from our computers. ***** recommended disabling the "Tobii Experience" virtual hardware that shows in Device Manager as a temporary workaround, but deferred to Lenovo for a complete removal.Unfortunately, Lenovo ************** staff have been either unwilling or unable to offer a resolution for this matter. The actual Tobii Windows app can be removed, but removing the "Tobii Experience" from Device Manager works only until a restart of the machine.I presume you will be able to access the dialogue via chat and email which I have had with Lenovo ************** staff. The last email told me to call Post-Sales Support (see attached). Their staff told me to contact ************** again. A phone call to ************** staff "****," only gave me what I already knew how to do - remove the app itself, but not the virtual hardware from Device Manager.We would like to have an actual solution to this problem which totally and permanently removes all elements of Tobii from our machines.
Business response
06/13/2024
6/13/2024

The Better Business Bureau
*******************************************************************> ****************

Lenovo
7001 ******************* *********************

Complaint ID ********

Dear Madame / Sir ********** are in receipt of a copy of the complaint filed by ***********************.********** have contacted the customer and offered a return for refund.

Sincerely,
*******
Executive Case Manager
Customer response
06/13/2024

Complaint: 21843021

I am rejecting this response. This is the email reply I just sent to the Lenovo staff:

Hello,

I am not requesting a refund. I like the machine, and have many, many hours already invested in it, installing my custom software, etc.

Are you saying that Lenovo does not have a procedure to completely & permanently remove the Tobii software, as I requested you provide to me? And further, that Lenovo has no intention of developing such a procedure?

Thank you.
Business response
06/14/2024
6/14/2024

Complaint ID: ********

We have let the customer know we will only be offering a return for refund.

Sincerely,
*******
Executive Case Manager
Customer response
06/15/2024

Complaint: 21843021

I am rejecting this response because:
Lenovo is "offering" something I do not want and did not ask for. I asked for a solution to a technical issue.

Sincerely,

***********************
Initial Complaint
06/13/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Lenovo got my telephone number and they text me constantly. I keep blocking the number and they keep sending it from a new number. There is no unsubscribe and when I made the request from the company they insisted I set up an account with them and then unsubscribe that way.
Business response
06/17/2024
6/17/2024

The Better Business Bureau
*******************************************************************> ****************

Lenovo
7001 ******************* *********************

Re: BBB CASE#: 21840459

Dear Madame / ***,

We are in receipt of a copy of the complaint filed by *********************** on 6/13/2024.

We have spoken with the customer and apologized for their experience. Customer is opted out of marketing text messages.

Sincerely,
Lyne
Case Manager
Customer response
06/17/2024

Complaint: 21840459

I am rejecting this response because: I have already received another text.

Sincerely,

***********************
Business response
06/21/2024
We are following with marketing on this and have also reached out to the customer.
Sincerely,
Lyne
Case Manager
Initial Complaint
06/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
o you want a wireless monitor? Lenovo does NOT have your covered! Lenovo has provided a broken app to good-faith customers who purchased both a ********************** laptop and a Lenovo tablet specifically for their compatibility. Too bad for you!I used to be able to use my Lenovo tablet as a second monitor wirelessly, through wifi via Lenovo FreeStyle. However, after a laptop upgrade I am UNABLE to use my tablet P12 Pro as orginally promised by Lenovo through their app. I have tried multiple times and received zero support for this issue. I need to be able to do this for my work. At this point I have every reason to believe that Lenovo is participating in misleading anti-consumer practices. Like many others, I just want my laptop to extend its display to my tablet wirelessly.
Business response
06/21/2024
6/21/2024

The Better Business Bureau
*******************************************************************> ****************

Lenovo
7001 ******************* *********************

Re: BBB CASE#: 21837289

Dear Madame / **** ********** are in receipt of a copy of the complaint filed by ********************* on 6/12/2024.********** have attempted to contact this customer and will continue to try.

Sincerely,
Lyne
Case Manager

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