ComplaintsforLenovo

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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
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

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