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Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased this gaming laptop on 7/30/2023. I paid 1308.07$. I had the legion ultimate warranty to go with fixing the laptop if i had any issues for a year, until 8/1/2024. I first had a laggy issue on 3/28/2024, i called legion ultimate support (lenovo), they didnt fix it but my friend did. Then, i had recurring blue screen issues which started on 4/7/2024 and i am still having that issue today plus the laptop not able to access my wifi which is working perfectly fine with every other device thats using that wifi and screen not turning on when the laptop is turned on (i can tell by the keyboard and power button lights) . It's been 2 months since the issue has started, I tried countless hours figuring out a solution myself, and I spent countless hours contacting the lenovo support team. When the case escalated, i called them numerous times but the escalation team did not answer, and sent them emails (attached below), which i responded within minutes, and they did not respond to me promptly. I only heard an update from them two times, one was at the beginning of the repair and the other i had to contact the legion ultimate support and then they transferred me to one of the other case managers named ***. I was also getting kind of worried because on the repair status on their website, they didnt update it for a week or so(Attached below) . I also did my best to coorperate with their repairs and been patient and understanding. But now, i really don't have the time and energy to do this anymore. I am currently taking summer classes and i need a laptop to do my work. It affected me and built up stress during and throughout my finals week in college which was stressful already. And now with summer classes, i can not wait any longer for it. I appreciate all the effort they put in and trying to fix my laptop, but i am now just going to requesti a refund for the gaming laptop. Thank you for your attention to this matter, and hopefully you can resolve my issue with lenovo.
Business response
06/14/2024
Lenovo contacted the customer about the issue with his computer. We agreed to set up a return for a refund.
Regards,
************************;
Customer Care team

Customer response
06/14/2024

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
06/12/2024
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.
I am lock out of my desktop computer which is months old and still under factory warranty. I cannot reset my password or log into my computer. I have tried to contact Lenovo for support, case # ********** and call ************ but they do not answer the phone nor support this case number.
Business response
06/12/2024
6/12/2024

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

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

Complaint ID **********

Dear Madame / Sir ********** are in receipt of a copy of the complaint filed by ***************************.********** have provided information to the customer.

Sincerely,
*******
Executive Case Manager
Initial Complaint
06/11/2024
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 returned my item. I provided them a dropoff receipt that I received when I returned the items. They sent me an email with the "credit confirmation" for the refund. I still have not been refunded and now they are telling me that they cannot refund me and that the item did not arrive. Despite it having arrived months ago.
Business response
06/13/2024
6/13/2024

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

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

Re: BBB CASE#: 21833859

Dear Madame / **** ********** are in receipt of a copy of the complaint filed by ******************* on 6/11/2024.********** have shared some information with the customer from the carrier ****

Sincerely,
Lyne
Case Manager
Customer response
06/14/2024

Complaint: 21833859

I am rejecting this response because: they are stating that *** stated that the return was not delivered to them, but the tracking and everything states that it was delivered to them. Also they are stating that they left voicemails apparently. I did not reveive a single voicemail from them. Just an email saying *** did not deliver it, which is a lie, because they did and they have the item.

Sincerely,

*******************
Business response
06/14/2024
Information has been shared with the customer.
Sincerely,
Lyne
Case Manager
Customer response
06/17/2024

Complaint: 21833859

I am rejecting this response because: They have told me that *** has "stopped" the package. This is false the tracking states it was delivered to them already for a while now. Thank you for your help!

Sincerely,

*******************
Initial Complaint
06/11/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Initiated a return for a Tab P11 Pro Gen 2 on May 24th, 2024 and received the return shipping label on May 25th. *** picked up the package on May 27th.Order number: #**********. Return order number: #**********. *** return tracking: 1ZE2416F9194138190.*** shows that the package was received by Lenovo on May 28th, 2024. It's been 10 business days and since then, and no news on my refund. I've since spoke to at least 3 customer service reprensentatives who told me to keep waiting and that they sent an email to the "refund" departement to expedite the process.At this point, I feel like I am being lied to and that Lenovo intends to keep my money. I want my money back. If you need to contact me, please to do by email and not by phone.
Business response
06/13/2024
6/13/2024

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

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

Re: BBB CASE#: 21831961

Dear Madame / Sir ********** are in receipt of a copy of the complaint filed by ***************************** on 6/11/2024.********** have contacted the customer and are awaiting a response.

Sincerely,
Maya
Case Manager
Customer response
06/14/2024

Complaint: 21831961

I am rejecting this response because: Well, this is not a reject per se. More like I need more time to "wait and see". A representative contacted me and said I should expect my refund before the end of next week. I was told the same thing by multiple Lenovo representatives recently, so I'd like to keep this case open until I really get my money back.

Sincerely,

*****************************
Initial Complaint
06/11/2024
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.
I contacted Lenovo in May as my laptop was having power issues. Lenovo sent me a prepaid shipping box alongside a shipping label. I shipped the package to Lenovo and either Lenovo or ***** misplaced the package. I contacted Lenovo and they told me a senior support agent would reach out to me via email or phone to go over my options. Lenovo never contacted me and when I contacted Lenovo for the 3rd time they said I need to wait as someone will reach out to me. Its been almost 3 weeks now and Lenovo was never called or emailed me to go over my options.
Business response
06/12/2024
6/12/2024

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

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

Re: BBB CASE#: 21830477

Dear Madame / **** ********** are in receipt of a copy of the complaint filed by ************************ on 6/11/2024.********** have spoken with the customer and provided information confirmed by the carrier ******

Sincerely,
Lyne
Case Manager
Initial Complaint
06/10/2024
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 what was to be $ ******** computer. Of course I ened up with a huge discount; but at nearly half of the suggested value I still think that one should get a flawless computer. I spent about 2 years back and forth with replacements and customer service, to the point that I opted for just doing my best witgh what i have. Every time i had problems the customer service rep was not able to fix and they keep pointing fingers back and forth with ********** I never had these problems with my previous computer so I'm quite sure that this is a computer issue. Now my warrantee is over and thie computer still has a mind of it's onwn, it works when and how it feels like it. THIS IS THE WORSE COMPUTER I'VE EVER WORKED ON. Even the cheap work stations at work workd w/ cero problems and I'm siting here with a TOP OF THE LINE PIECE OF GARBAGE. I would use it as paperweight but its UGLY to top it off.
Business response
06/18/2024
6/18/2024

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

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

Re: BBB CASE#: 21825252

Dear Madame / ***,

We are in receipt of a copy of the complaint filed by *********************** on 6/10/2024.

We have spoken with the customer and apologized for their experience. We have offered a repair on this unit and are currently awaiting a response from the customer.

Sincerely,
Lyne
Case Manager
Initial Complaint
06/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order for a laptop during their Memorial Day sale & got an extra discount with Honey. I believe the company didnt want me to get such a reduced price because it seems like theyve done everything they could for me not to get it. On the day it was supposed to be delivered I see a delivery exception in my *** tracking saying my apt # was missing. I called *** & they said I had to contact Lenovo. I called Lenovo & was told that it was correct on their end but they would resend it anyway. I then had several interactions w/ UPS arguing w/ them because I thought the error was on their part. They said they would try to contact the office where the driver was based so they could get the apt#. The next day my tracking says Lenovo requested the order to be returned & it was on its way back. I contacted Lenovo who now told me that the apt # actually was missing. When I told them about my 1st conversation when they said everything was correct & they would resend the address, then her story changed & she said the updated address that was **** was actually incorrect & that I can email my address as I entered it on my order & to wait ***** hours for confirmation that it could be reshipped. (Even though the address was correct on my confirmation email) Mentally exhausted I agreed & sent it to her personal email. 48 hours later & no reply I reached out again to be told by another rep that I have to wait 24 hours for an update. I asked to speak with a supervisor & once I was connected she told me I had to wait ***** hours for an update, offered no *********** ********* even guarantee the reshipment would happen after waiting. After hours of back & forth because I was refusing to wait any longer I said another resolution would be to just refund me & honor the price I paid in a new order. She then proceeded to process the refund, ignoring the second half of my request & said that Ill have to talk to sales to try to get the best available discount for the new order.
Business response
06/11/2024
6/11/2024

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 apologized for their experience. We have informed the customer we're reshipping their order.

Sincerely,
*******
Executive Case Manager
Customer response
06/12/2024

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
06/06/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was told that a motherboard was on back order and I would need to wait. Apparently the part was available and sent to me and fed ex claims they attempted to deliver it to no avail. There is always some one home and no one knocked on the door. Ive contacted multiple numbers to Lenovo and everyone told me something different.
Business response
06/13/2024
6/13/2024

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

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

Re: BBB CASE#: 21811211

Dear Madame / **** ********** are in receipt of a copy of the complaint filed by ******************************* on 6/6/2024.********** have spoken with the customer and apologized for their experience. We are in the process of repairing the unit.

Sincerely,
Lyne
Case Manager
Customer response
06/16/2024

Complaint: 21811211

I am rejecting this response because: The customer service manager has been phenomenal in terms of reaching out and getting things done. Also the customer service technician was great with his professionalism and demeanor. However the tech informed me that someone needed to come back to re-code and finalize my system. This is set up for Tuesday and hope it will go smoothly as I seriously need this fixed. That would then close the ticket. I am, by the way, available tomorrow for a service visit should it be available. If not, my ticket for Tuesday is fine. I can be reached out by the number provided at beginning of this thread. Other than that I am satisfied with the partial outcome and look forward to the proper culmination within the next two days.

Sincerely,

*******************************
Business response
06/21/2024
Customer confirmed repair and a recovery media has been shipped out as well.
Sincerely,
Lyne
Case Manager
Customer response
06/21/2024

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. Company went above and beyond the call of duty in fixing the situation. I see which company in the present and future I will conduct business with.

Sincerely,

*******************************
Initial Complaint
06/05/2024
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 my Lenovo Ideapad3 from Best Buy in 5/2022. I have had no issues with it and have handled it with care and true to it's intended purpose. Last week Lenovo sent and forced a firmware update which rendered my laptop useless. My laptop would not turn on. I called Lenovo and spoke to their customer service/technical support multiple times and was told there was nothing they could do and to take it to a local tech repair shop. I brought my laptop in to local tech repair shop and was told that my BIOS chip was damaged due to the firmware that Lenovo forced on my computer. I am seeking full reimbursement for my purchase of this faulty device that the company's own forced update damaged
Business response
06/12/2024
6/12/2024

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

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

Re: BBB CASE#: 21807545

Dear Madame / **** ********** are in receipt of a copy of the complaint filed by ********************* on 6/5/2024.********** have spoken with the customer and apologized for their experience. We are in the process of refunding the customer.

Sincerely,
Lyne
Case Manager
Initial Complaint
06/04/2024
Complaint Type:
Billing 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 was wanting to buy a laptop from the company website and so I spoke to an agent representative to help me place an order. They ended up sending me a quote and so I ask if I would be able to use the site coupons (3LR4ffV1fYpG) and a coupon that was $100 off for my first order. I was really excited to do business with you guys but am a bit put off by your agents who are going to lie just so they can receive commissions. I would just like to be able to get the extra 10% off I was expecting with my quote!
Business response
06/04/2024
6/4/2024

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 apologized for their experience. We have offered a rebate on a new order.

Sincerely,
*******
Executive Case Manager

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