ComplaintsforLenovo

Wholesale Computers

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
06/04/2024
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 Laptop model PF9XB8913006 for $349.99 USD from Best Buy on 3/3/2024. I filed a complaint yesterday due to damage the laptop sustained due to a faulty hinge. I contacted Lenovo because the laptop is still under manufacturer warranty. They refused to repair it unless I paid for the entire repair and entire shipping cost. After denying my request they sent me a message offering to sell me an extended warranty. I want them to repair the laptop, or replace it, or provide me with a full refund. There are multiple posts on their website/forum about hinge issues as well as reddit posts from customers having identical issues.
Business response
06/11/2024
6/11/2024

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

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

Re: BBB CASE#: 21798026

Dear Madame / **** ********** are in receipt of a copy of the complaint filed by ***************************** on 6/3/2024.********** have spoken with the customer and apologized for their experience. We have offered a depot repair.

Sincerely,
Lyne
Case Manager
Initial Complaint
06/03/2024
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.
Tech assistance on 05/02/2024 on Lenovo laptop under warranty. Not resolved so refund of $ ***** was to credited to my bank account.As of June 03, 2024.I have contacted Lenovo three times via phone calls, spoke to three different representatives with no results.Reference # PH005010646.I just want a refund of $*****.
Business response
06/11/2024
6/11/2024

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

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

Re: BBB CASE#: 21793786

Dear Madame / **** ********** are in receipt of a copy of the complaint filed by ***************************** on 6/3/2024.********** have spoken with the customer and apologized for their experience. We have issued the refund and are awaiting customer confirmation.

Sincerely,
Lyne
Case Manager
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a device from Best Buy. Found out it had a dead pixel on it when I got home to set it up. No biggie. It's got a manufacturer warranty, right? Nope. Even if they say it does, it does not. I spoke to a representative AND a supervisor. Both told me that they would not honor warranty and said I had to go back to Best Buy. I was under the impression that a warranty was supposed to be useful. I was told that they could help if I had hardware issues, and they could start a repair form. (Of which I would have to pay a fee.) They said that one dead pixel was not worth the repair. Tried to **** it off and have ME, the CUSTOMER, deal with it. They treat customers like they are wasting time. They have no care in the world for righting ANY wrongs. Whether or not I COULD have BestBuy replace it is besides the point. The MANUFACTURER told me to figure it out for myself or pay them to fix a tablet. What kind of company is this?I know they own ********* I have used those phones exclusively for YEARS. NO MORE.LENOVO. Bye bye thanks for showing your customers how trashy you think they are. OH and I asked for the transcript to be emailed to me. OF COURSE THEY DID NOT SEND IT. Predators.
Business response
06/03/2024
6/3/2024

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

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

Re: BBB CASE#: 21792316

Dear Madame / Sir ********** are in receipt of a copy of the complaint filed by ************************* on 6/2/2024.********** have spoken with the customer and apologized for their experience. We offered a repair.

Sincerely,
Maya
Case Manager
Customer response
06/03/2024

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.
I truly appreciated how fast this was taken care of. Absolutely amazing service from Lenovo on this one. I am extremely happy with the company.

Sincerely,

*************************
Initial Complaint
05/31/2024
Complaint Type:
Delivery 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.
My Lenovo laptop was having power issues so I contacted Lenovo to get it repaired. My laptop serial number is ******** and ********************** said they will ship me a shipping box so I can return the laptop for repair. The box arrived and inside was a prepaid shipping label. I put my laptop in the box and uses the prepaid shipping label to ship the laptop. The tracking number for the shipment is Purolator: ************. The package was in transit for approximately 1 week then the package was stuck at a ********* facility and there were no more updates. I contacted Lenovo and they said they will have Purolator reach out to me and they will also have the higher Lenovo support team contact me. After waiting 1 week the Lenovo support team DID NOT contact me. However Purolator did contact me. ********* believed the package was lost and they asked me for information about the shipment and identifying features of the shipping box so they can try to locate it. I provided Purolator with all of the details they requested (see Purolator_Email_Export.pdf). Purolator determined the package was lost. This was confirmed via email and via Purolator live chat (see Purolator_Live_Chat.png). If BBB or Lenovo does not believe me they can check Purolator case CS-********. Finally after 2 weeks of waiting Lenovo support contacts me back and I give them the Purolator case number. The Lenovo agent says they cannot help me until the laptop shows up at their facility even though Purolator themselves said they lost the package. Essentially, Lenovo provided me with a shipping label. I shipped the package using the label. The shipping company (Purolator) lost the package which they confirmed after their internal investigation. I told this to Lenovo and Lenovo is denying my warranty and closed the case. Very poor support by Lenovo.
Business response
06/06/2024
6/6/2024

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

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

Re: BBB CASE#: 21785172

Dear Madame / **** ********** are in receipt of a copy of the complaint filed by ******************************* on 5/31/2024.********** have spoken with the customer.Additional correspondence was sent to the customer via email.

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

Complaint: 21785172

I am rejecting this response because:

Lenovo told me via email they cannot do anything without "Additional Information". I told Lenovo I can show them my bank statements which shows how much I paid and chat logs between me and the seller. This lack of effort on behalf of Lenovo shows they clearly don't care about the end customer as long as they sell the initial unit. EXTEMELY POOR support considering how much I paid for the laptop. I expected better support from a company worth billions.

Sincerely,

*******************************
Initial Complaint
05/31/2024
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.
Lenovo made me sign up 2 different ways just to get my senior discount and I am upset. I decided not to purchase and have tried 3 times to close my account and it has failed. Now I am on ID.Me and Lenovo.com and I want my Lenovo account closed. I DO NOT CARE WHAT THEY SAY, THE **** REMAINS THAT I TRIED 3 TIMES TO CLOSE THE ACCOUNT AND IT DID NOTHING.
Business response
06/07/2024
6/7/2024

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

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

Re: BBB CASE#: 21783946

Dear Madame / **** ********** are in receipt of a copy of the complaint filed by *************************** on 5/31/2024.********** have spoken with the customer and apologized for their experience. We are currently working towards resolution with the customer.
Sincerely,
Lyne
Case Manager
Customer response
06/07/2024

Complaint: 21783946

I rejecting the response and I would like this to be for everyone to see because the woman that called me never called me back to follow up on Wednesday like she stated she would and she was supposed to also have a sales manager call me so I could purchase the product and that never happened either. I would like this to be shown for everyone on the BBB site so they know what they're up against, **** is not an honorable company as far as their word is concerned.

Sincerely,

***************************
Business response
06/11/2024
Per the customers request at this time ********************** will not take any action.
Sincerely,
Lyne
Case Manager
Initial Complaint
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased an accidental damage warranty that Lenovo has spectacularly failed to honor. I have gone through every avenue that a reasonable consumer could: online support, escalation, and phone communication with technical support. They canceled my repair without explanation after receiving my device in the mail. Now I do not even have a broken device. Per the terms of my warranty I am due a repaired device or a replacement. At this point nothing short of a replacement will be satisfactory.
Business response
05/29/2024
5/29/2024

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 replacement.

Sincerely,
*******
Executive Case Manager
Customer response
05/31/2024

Complaint: 21772827

I am rejecting this response because:

Although I did receive a replacement device that should (but is not due to the below circumstances) an acceptable equivalent, I am no longer able to charge the replacement device with the ****************************** peripheral device I purchased alongside the device in question - a Lenovo Thunderbolt 3 Dock Gen 2. To reiterate, my Thunderbolt dock was able to charge the Thinkpad T15G gen 1 I initially purchased with an ADP claim, but it cannot charge the Thinkpad P16 gen 2 I received as a replacement. This failure is in spite of my good faith efforts to update drivers and otherwise account for differences in hardware between the dock and replacement device. Therefore, the damages noted in the initial complaint are not fully resolved. At this point, either express and effective guidance from Lenovo to resolve the issue on the existing peripheral device, or a replacement peripheral device that permits similar use of the replacement device heretofore provided (including charging), would be necessary in order to satisfy the full extent of the BBB complaint filed.

Thank you,

*********************
Business response
06/03/2024
6/3/2024

Complaint ID ********

We have offered the customer a replacement dock.

Sincerely,
*******
Executive Case Manager
Customer response
06/07/2024

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.
Furthermore, I wish to note for future consumers reviewing BBB records that, in my personal experience, Lenovo's standard warranty service is subpar and unaccountable. Their corporate resolution team is the opposite. It is deeply unfortunate that I felt compelled to file a BBB complaint, and that my complaint resulted in a resolution outside of the standard process. Personally, I am deeply satisfied by the support I received after the fact, but generally speaking, I feel for the many others who have had experiences as bad or worse than mine, and never submitted a complaint here.

Sincerely,

*********************
Initial Complaint
05/29/2024
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 purchased a Lenovo Laptop Approx. two years ago, i tried to extend my warranty online but instead of Extending the warranty they charged to my *********** account ending in acc. number (2768) . The date that I tried to extend the warranty was Early May 2024 and Lenovo sent an invoice to me stating that I ordered a Smart Performance 1 Year / Annualy Commercial Subcription for ***** per month. I have no idea what this is and I never ordered this product. Information. on the invoice is SAP Customer # ********** Statement #**********, Invoice #********** *********** is investgating this but Lenovo is giving them and me a difficult time cancelling this mistake made by Lenovo and not crediting my account . Please help me with this ISSUE, Thank you, ***************************** **********
Business response
05/30/2024
5/30/2024

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. The previous order has been cancelled per the customer's request. We have asked the customer for more information pertaining to the warranty they want.

Sincerely,
*******
Executive Case Manager
Customer response
05/30/2024

Complaint: 21772719

I am rejecting this response because: I have documentation from Lenovo stating the Smart Preformance 1 Year / COMMERSIAL Subscription for $29.99 per month has nothing to do with extending a warranty for a Lenovo Computer. When I see a credit on my *********** account I will feel better about wasted time for me and *********** .
Thank You
*****************************
Business response
05/30/2024
5/30/2024

Complaint ID ********

We have let the customer know again the previous Smart Performance warranty order is cancelled. We have offered an onsite warranty free of charge. Waiting on the customer's response.

Sincerely,
*******
Executive Case Manager
Initial Complaint
05/28/2024
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 have a Desktop Computer from Lenovo (Model Name is T5 26AMR5). Along with this, I have a warranty that covers repairs for hardware issues. However, recently, the computer had an issue causing it to not boot. This issue, one Ive had on 4 separate occasions, is caused by a motherboard failure and requires a full motherboard replacement to solve. In past times, filing a repair claim and sending it out for repairs has been easy. Not this time however, this time I filed the claim and sent it out to their repair depot only to receive it back unrepaired. Their reasoning for this was due to the repair technician finding Customer Induced Damage to be causing the problem, but did not document what this was or why they believe it was customer induced. This type of damage is not covered under my warranty, however this is not the type of damage causing the issue. Upon talking to multiple Lenovo support agents, I have learned that despite the repeated issues of the same problem all having the same solution, because the repair technician said this was caused by me, there is nothing I can do. The options given to me were to buy a new motherboard myself and repair it myself, or to send it to them to repair as a billable service not covered under warranty. This is unacceptable given the history of problems with this machine. Some questions I have that were left unanswered by their support team include: Why was this damage caused by me not documented by the technician? and Why, given the history of issues with this machine, am I being told repeatedly the damage was caused by me because a repair technician said so?. No company should be able to operate this poorly with customers warrantys, its unacceptable.
Business response
05/28/2024
5/28/2024

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 provided information to the customer.

Sincerely,
*******
Executive Case Manager
Customer response
05/28/2024

Complaint: 21765403

I am rejecting this response because: The email I received from Lenovo is about 2 sentences that does nothing to resolve the issue in any way. They say the cannot help me and to take it to a local repair center, which is obviously not covered by their warranty. This response clearly demonstrates their either unwillingness to solve the issue or failure to understand the very simple problem.

Sincerely,

*****************************
Business response
05/28/2024
5/28/2024
We have provided information to the customer.

Sincerely,
Caitlyn
Executive Case Manager
Customer response
05/28/2024

Complaint: 21765403

I am rejecting this response because: I have already spoken about this and received nothing more from the company since.

Sincerely,

*****************************
Initial Complaint
05/26/2024
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.
Hello,I purchased a computer via you guys earlier this month and upon arrived the computer will not turn on, I've talked to numerous support agents via the live chat and tried all methods and I cannot get this to work. I'd love to chat with someone regarding a replacement or a return for a refund as I cannot go without a computer as I use them for work. You can contact me via my email I provided, my order number is: 4645831317.Thank you and I hope to hear back soon.
Business response
06/04/2024
6/4/2024

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

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

Re: BBB CASE#: 21763101

Dear Madame / **** ********** are in receipt of a copy of the complaint filed by ***************** on 5/26/2024.********** have spoken with the customer.We are initiating the replacement process.
Sincerely,
Lyne
Case Manager
Initial Complaint
05/23/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was informed by **************** that my credit card was used fraudulently on 5/31/2023. Someone bought a computer on my account from ********************** They had the computer shipped to a Best Buy in ******* and picked it up. I did not order this item. Now Lenovo (United States) Inc. has been harassing me nonstop to pay for this computer. I explained to them it was fraud against me and I had nothing to do with this purchase. They eventually told me the issue was resolved in an email. Now they sent this to a collection agency in ***** and now they are harassing me about this debt. This collection company is CST Worldwide-******************************. **************** told me to file a complaint with the BBB about Lenovo and their practice of harassing me for a bill I do not owe to them.
Business response
05/31/2024
5/31/2024

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

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

Re: BBB CASE#: 21748209

Dear Madame / **** ********** are in receipt of a copy of the complaint filed by ******************************* on 5/23/2024.********** have spoken with the customer and apologized for their experience. We are looking into this to fully resolve this issue. We hope to have an update soon with completion.
Sincerely,
Lyne
Case Manager
Customer response
06/04/2024

Complaint: 21748209

I am rejecting this response because:
I have received a response from Lenovo but as ******************* (Lenovo representative) said in her response, she is still working on getting a resolution to this matter.
She said she will contact me when she has a resolution, as of today 6/4/2024, I have not heard back from her.
So, nothing has been resolved at this time, once a resolution has been presented to me, I will accept and agree to ending this issue with Lenovo.

Sincerely,

*******************************
Business response
06/07/2024
This issue was resolved and confirmed with the customer.
Sincerely,
Lyne
Case Manager
Customer response
06/07/2024

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,

*******************************

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary