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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
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,

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

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