Support Lenovo Reviews 1,130

My Lenovo P71 has not connected to the internet in quite a while and I've finally isolated the only fix as having to reinstall the entire OS. I've never had a problem like this, so didn't make a copy of the OS when I got the computer (my bad, I'll admit that). I ordered a USB copy of the OS from Lenovo on Jan. 30, 2024. It is now Feb. 17th. I've been checking the order weekly. It has shown as "processing" until yesterday when it showed as "fulfilled" and a shipping date of "N/A". I contacted Support via Chat and asked what N/A meant. The first Support didn't know and transferred me to another Support, who, after quite a bit of time "researching" my problem, said they needed to do further research and would EMAIL me back their conclusions. I've contacted a lot of other companies regarding shipping dates, and this is the first time I have run into such incompetence. A computer company, no less, should be able to ship out a product sooner than two weeks time. But, in any case, should be able to access simple order information almost immediately. Like many of you, I now have a decorative Lenovo doorstop.

We currently have a Legion 7i Desktop, two Legion 7i notebooks, a ThinkPad Thunderbolt 3 Dock, and a number of other accessories. All systems have Legion Ultimate Support and Accidental Damage Protection. I have had a somewhat good experience with Lenovo service in the past year, but I had to request and push my demands for service to match what I paid for, and it took several follow-ups on my end to actually get something done! This was for a new top-of-the-line desktop that kept shutting down and would not restart. Lenovo had to basically replace the motherboard, 4090 graphics card, and motherboard. The service was completed at my home, and the system seems fine now. Again, I had to follow up on this service to ensure it was done. One notebook had a back panel (customer accessible) that had broken plastic vent ribs. It was replaced once, but the tech left the heat pad film in place, and it started to melt, so I had to fix that. In November, the plastic ribs broke again on the same back panel! Not due to an accident or abuse, but it seems the plastic is degrading and becoming brittle, leading to the plastic ribs failing during normal use. I called and setup a replacement of the panel in Nov 2023. I offered to replace the customer-accessible panel myself if they wanted to send it to me. The service was in place, and I never heard back on it. I checked the service on the Lenovo website and found it had been canceled!?!? In Jan 2024, I contacted support again to get the panel replaced. A new service call was generated, and I supplied the requested pictures of the system again. I also had to run a scan and send pictures of those to the service department. I have followed up several times on this service because I never heard back and didn't want this service call to be canceled again. Today, I have to call in again for the umpteen on this request; I have spent hours of my time just to get a bottom access panel replaced!

The next issue is the Lenovo Rewards system. In Dec 2023, I had $199 in rewards to use. They were added to my account in May 2023. I checked the status of the Rewards in Dec 2023 on the Lenovo site and it stated my "Points expire after 365 days of inactivity." That meant I had until May 2024 to use my points. Great, Jan 2024, I go to purchase another system, and my Reward points are not there! They expired on 1/1/24! I called support, and they told me Points expire in 6 months. That made no sense based on my check in Dec 2023, and I requested to speak to a manager because I was ready to purchase another system, but my request was refused.

I double-checked my rewards, and it was clearly stated on the Lenovo site that Points expire after 365 days, not six months. I called back and spoke to Lenovo support. It was explained to me that Rewards expire in six months in the US and 365 days in Canada! Ok, I am just logging into my Lenovo account normally, as I have to make several purchases in 2023 and was never given an option to select my location. The rep stated that Lenovo has had some issues with the website, and I provided a screenshot of my Rewards page showing that it expires after 365 days. I was told this issue was being escalated and I would hear back. I explained the system I wanted to purchase was in my cart, and there were limited numbers, so a quick response would be appreciated. I have requested updates on this several times and have not heard back! In the meantime, the system I wanted to purchase is no longer available.

All the Lenovo service reps are polite, but you have to keep following up to ensure that the service you paid for actually occurs. It never meets the timeline you pay for, and Lenovo continually wants you to ship the system back in instead of performing the onsite service I paid for!

It is beyond draining to have to spend so much time to get the promised follow-up and service.

I bought a Lenovo tablet p 12, the customer phone service is terrible, terrible, terrible, don't by Lenovo if you want customer service.

I bought the Slim pro 7 in August 2023. The power button is now broken for the third time, after being sent out for repair twice. I was promised that a technician would come fix it, but instead I got a shipping box (again, for the third time!) I’ve tried calling and emailing and I get no response. This laptop has been under repair for more time than I’ve been able to use it. Product is not great and customer service is even worse.

I ordered the new Yoga 7. I received it in the mail and the computer screen was defective, there were horizontal pixelated lines going through the computer on and off and periods of the screen being completed overtaken by the pixelations. I spent over an hour setting up the computer, well over an hour on hold with customer service and additionally had to re-package my computer, and drive it to a drop off store. I asked for compensation for the amount of time I had to spend on Lenovo's defective computer. Originally, the customer service person tells me I can give you 3% ($24.00). I requested a larger compensation, and she says the max Lenovo policy will give is 5%. I provided her with my request and she asks me to be placed on hold to speak with her supervisor. She comes back on the line and tells me that they won't provide any compensation because they are already sending me a replacement. You can't make this stuff up.....

I have Premium Care for my computer that is supposed to fix it in 3 to 5 business days. Screen went black then blue screen. Talked with Tech Support, emailed file that didn't fix it, took two weeks to get thumb drive that did something but it did not fix the problem. Only then, after two weeks could I then get a person to fix it. I will not have this computer for about 3 weeks, not 3 to 5 business days. I have been apologized to a hundred times. It may be fixed tomorrow but I am not holding my breath. Then, they sent the wrong part, technician came, couldn't fix it. Had to send it back to the depot. Then, they needed parts. May have it back on the 17th of February after having the problem in the 12th of January. This is not the way Premium Care is supposed to work!
Peter

Would rate it zero if possible. I have a Yoga 7 that is three months old. Disconnecting the power supply from the laptop a piece pulled out of the housing at the connection point. Called Lenovo support and ended up speaking with 5 different people (only one of whom was helpful). First person sent me to the wrong support number. Second person sent me to the right number, where that person discconnected.
Third person didn't understand my issue. Fourth person told me my warranty didn't cover the chargger and the last person, allegedly a manager, told me that even though the power supply is covered under a year warranty, because it is "physical damage" it is not covered. I sent him a picture of the situation and he again said "physical damage". All I did was disconnect the charger from the laptop (NORMAL USAGE) and the USB-C connection came out of the rubber housing and is no longer usable.

Crossing Lenovo off my list for my next laptop purchase.

UPDATE: Lenovo received my review from the Better Business Bureau. They subsequently reached out to me and offered to send me a new charger. I told the rep that I'd already ordered a new third party charger. They cut me a check for the new charger, and sent me a Lenovo charger as a backup at no charge. Tier 2 support came through.

I had a defective USB-C Port on my ThinkPad T14s - which didn't work at all. I couldn't charge or to transfer data.

So I requested a repair after seeing this rating I was curious if the repair support is really so bad. Because I had 2009 a repair request and everything thing was very good and fast. And I didn't spend more for any better or premium repair service.

So the Support called and gave helpful advices. Save your data, do I want a fresh installed windows ect.. I offered them to just wipe the M.2 SSD.

Then I got a mail with a FedEx pick-up appointment on Monday 08.January 2024 the FedEx Guy was also so nice to wait because I forgot to print out the label for the package.

The laptop was delivered also quick. Then I became a update that the repair has started. Next day the update was that the repair is done and it goes through the Quality Checks. Wednesday I had a update that it will be send back to me and that they also updated the firmware. Thursday the FedEx guy brought my laptop back and everything works as expected after a repair, the USB-C Port works perfectly as it should.

10 out of 10

I ordered a Lenovo Yoga I7 about 9 months ago, I was frustrated by the fact i had to wait but it did arty within the 3 week timeframe as quoted.
Set up was easy and my Microsoft account details transferred without issue.
A few months ago I started developing a boot up issue, whereby the screen remained blank.
I contacted Lenovo support and the issue was resolved over the phone the same day, at the end of the conversation the tech support guy suggested I take out Premium cover as I relied heavily on the computer. He explained the benefits so I decided there and then to upgrade.
About 4 days ago the issue resurfaced so I contacted Lenovo Technical Support, advise they gave I followed but unfortunately on this occasion it didn’t work. As I had invested in the Premium upgrade they arranged for a on site visit, the engineer arrived within 3 days with a vast selection of parts and the issue was resolved within 3 hours.
On every occasion I contacted customer support the operatives where polite, supportive and above all sympathetic to the fact I knew very little about IT, they were very patient and understanding, well done team.

I am reporting my experience with Lenovo Yoga C740 14 that I would not recommend. A laptop in value of 1000 Eur. Right after the warranty cover has ended, an issue arose with my wifi network adapter. According to the PC repair shop it seemed to be due to a Lenovo bug. The operating system has been reinstalled twice and finally I was referred to contact Lenovo as no one could permanently solve the underlying issue. Lenovo itself would only look at it upon received upfront payment, whether successful or not. I will not use Lenovo again

Lenovo customer service is the worst customer service I have ever experienced. They are unable to provide answers or updates. I timely put in for warranty replacement of a monitor and have been repeatedly given the runaround and responses that can only be described as automated or AI generated. Once response says a new monitor has been dispatched and another says the parts are not available. Several calls in , and each person (clearly outsourced), has a different response and cannot provide any useful info or update. I still have the failed monitor and no replacement. I have had to purchase a new monitor (not Lenovo) to avoid further business interruption. I will never purchase another Lenovo product again. Shameful and unprofessional conduct on their part. The warranty is bogus and buyers should beware. I cannot recommend Lenovo to anyone.

Lenovo customer care UK are appalling. I was advised by their sales to buy multiple units of a think pad in the sale and to keep one. I bought 3 units and returned 2. The returns have taken a long time. One has taken now over 4 months. Customer service are failing to return the money to me (around £800). I have had 4 requests for my account details. They are claiming that they were not able to return to my paypal account how I purchased this. The customer services reps are not reading the case notes and asking for the same details over and over again. They have provided an escalation email ecomescalate@lenovo - I am not getting any responses from this email. I question whether the same call centre is handling all of these. I have been a Lenovo customer for over 10 years - but this service I have received is appaling. I don't think I will go for Lenovo again. I have now chosen to take the matter to Trading Standards UK in the hope of getting my refund. They suggest 8 weeks for resolution of customer complaints.

Best service ever. I immediately got my problem solved

Appalling, don’t buy from them!

I bought my very first gaming computer a year ago and I do not know any company that it charges you for tech support no software support no tech support for free they only do Hardware support you would think if you're paying a lot of money for these gaming computers you would get software tech support for free I will never buy another computer or monitor mouse or anything from this company be aware if you buy something they are not going to give you no support for free they're going to charge you

It's customer service is nothing more than a joke. All service reps are there just for 'lip service' to make you feel better without actually solving anything. There is a serious internal/intercompany communication breakdown and they only know as much as I know about any situation. I had experience with other computer companies like Dell and their customer/sales reps are there to resolve actual issues in timely manner. This will be my first as the last time dealing with Lenovo for sure.

Worst customer service I have ever experienced. Refuse to allow me to speak to a supervisor or manager, ‘accidentally’ terminated my call on more than once occasion. Rude. Untrained and unhelpful. I would go as far to say they have purposely built a complaints system to SCAM people. AVOID AT ALL COSTS!

Lenovo Premium Care Support in Australia
Brand new Lenovo Legion 7 laptop with purchased premium care support. Laptop died nearly 2 weeks in. I am now 2 weeks into their non-existent support. Chasing them frequently,being lied to, you name it, I've had it. Their legal team was quick to reach out and tell me Lenovo's rights over a DOA laptop, but failed to realise Lenovo at thst point were already in breach of their warranty agreement with me the customer. But who am I to argue, I've been treated with no respect and like an moron, I obviously can't read and know nothing.
I have read their Preimum Care Support documentation, highlighted and sent it through to them today noting I have raised a complaint with the ACCC. If you have the same or similar issues to myself, you can find the warranty agreement on their website, it is covered starting page 34 (it is a little difficult to find, I am sure that's on purpose). Please raise the complaint with ACCC. They should not be selling products they cannot support. Tried to put all the links in this post, but it's against guidelines.

Will never purchase a single thing from this company again, I’ll get it through a third party. This computer was on sale (a HUGE discount), so I ordered it to ship to my home. While at work I got a notification that it couldn’t be delivered by UPS without a signature. Totally understandable. I called UPS to arrange a pickup at a facility OR change my delivery address, but they very kindly informed me that Lenovo would not allow this. They suggested I call Lenovo, which I did. I wish I would’ve gotten the guy’s name who “helped” me, because when I explained my issue and asked to allow pickup at a facility or change delivery to my work address, he just flat out said no. He then said “just let UPS attempt the delivery 3 times and they’ll send it back to us. We will refund your purchase and then, you can place your order again to a different address.” I said “This laptop is no longer available on your website though.” And his response was a long silence, followed by “I don’t know what to tell you, ma’am.” I asked to speak with a supervisor, to which he paused again and said “ … all I can say is, I apologize ma’am.” I convinced my boss to let me work from home the following day so I could actually receive the laptop I had already paid for. Thank god for my boss’s kindness and understanding, of which Lenovo does not have an ounce of. Useless customer service, wildly unhelpful reps and a garbage delivery policy. 10/10 will not purchase from Lenovo again in my lifetime and will make sure everyone I know is aware of this largely inconvenient and unreliable service experience.

Lenovo used to be excellent for service. This is why I have 6, and recommended them to my sons school, which they then bought. Since then its been torture.
- First did not fix the charging port
- 2nd took out my SSD card and did not return it with it. hence did not even test it.
- Took a month to find my SSD card (private info) and return it. But no special screw, so had to glue in.
- Replace my new battery (which I had put in), with an old one, which last 4 hours.
Sorry, but This has changed my mind about buying from Lenovo and will make a recommendation to the school as well.