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Lenovo is the Chinese company that has taken over IBM's line of desktops and the legendary ThinkPad notebooks.
Tim of Ossining NY (06/17/08)
Ordered a laptop computer on the website for 699 dollars. The computer came with great specs: 2.1 Ghz core 2 duo. 4 GB ram. 512 mb ati video card. 250 GB HDD. 17 inch monitor. Once ordered with these specific stats, checked order status on email. Order name and specifications changed completely from the website summary sheet to the email sent (1 gb ram, 120 Gb hd, intel dual core processor).
Called customer support and they told me that it was a web error and they can do nothing about it. Wasn't offered any type of computer that was relative to the specifications that i ordered and had written records of. Was offered to keep the computer i would have received, which i didn't want. Or pay an extra 1000 dollars to receive the specifications ordered and they confirmed on their website.
Didn't receive the computer i ordered. Bait and switch. Offered good computer for their price, had to call father in india to order it, made sure i had everything documented correctly only to not receive the order i placed on their website with confirmation.
Gopinath of Irving, TX (05/21/08)
Worst Customer Service. Agents totally junk. Cannot even type an US address. Sent CD's to Pennsylvania instead of Texas. Secnd time missed apt number. The service partition doesnt work either.
10 days of non working laptop. I paid more to get the 3 year support so as to have peace of mind which I lost totally over past 10 days.
Christopher of Upper Darby PA (05/08/08)
Having a laptop computer that is defective and unable to return for credit. Poor customer support; denied to return the defective product within 30 days of receipt (of the product).
I placed an order for the product above on 4/3/2008. The product was shipped on 4/12/2008 and delivered on 4/17/2008. Upon receipt of the product, I noticed that the wireless internet card equipped Intel 4965AGN is unstable. The internet connection drops off without any reason. Several other computers connected to the same wireless router, including two IBM Thinkpads, do not experience the same problem. This problem persists and occurs several times a day. I then looked on the internet and attempted to update relevant drivers and operating system, with no success in solving the problem.
I made several calls to customer support department. Not only were the call centers agents unable to resolve my problem, but the quality of the support received was low. The call center representatives did not seem to care, and on many occasions tried to transfer the call to other departments. As I have no success in getting the problem resolved over the phone, and received poor customer care, I decided to return the product and purchase another one with a different wireless card and operating system in hope to solve the issue. Being a consultant who travels a lot, I do not have time to deal with poor quality customer care or send / take the product to service center.
I then called on 5/5/2008 to inquire about returning the product as instructed on the packing list that came with the product. The agent informed me that it is not possible to return the product as it was invoiced more than 21 days ago, as indicated in the acquisition agreement that came with the product. Having no success, I called again on 5/6/2008. The agent once again informed me that it is not possible to return the product as it was invoiced more than 21 days ago. I begged to differ as I did not physically have the product until 4/17/2008 (this can be proved via UPS shipment tracking
It was impossible for me to know that I would be experiencing problem with the product and wanted to return it under their return policy. The agent transferred my call to over 21 days return? department. I stated my case how I experienced issues with the product, received bad support care, and with limited time to handle the problem, purchased another system with Lenovo hoping to resolve the issue; as well as how I did not have physical possession of the product until 4/17. The representative at the second department promised to give me a response in e-mail in the next day, after understanding my circumstances and acknowledged that I placed another order with them. All seems to be working to resolve the problem. However, I received no e-mail response on 5/7/2008, as I was promised.
I called the return number to check the status. The first couple of times, my calls were disconnected after I made selection to return department on the automated answering. My call got through on the third try, and I was told that the return request was denied. I asked for the reason, the agent at first tried to transfer me to the over 21 days return? department, then told me that they had system problem and was not able to do so. He then told me I can get to the department by calling the number again, and select sales department, and have the sales department to transfer me to the over 21 days return? department. I did, however, my call was again disconnected after a sales agent transfer my call to the over 21 days return? department. Lenovo is such a large computer company; however, the customer care does not seem to correspond to their size. I am unable to return a product that is defective.
Call representatives stated that the product cannot be returned because it was over 21 days since invoiced. However, the product was not actually shipped until 11 days after invoice, and was not actually received until 14 days after invoice. Furthermore, as a consumer, there is no way for me to know that there is a problem and that I would return the product until having used it for a few days. It is true that the return policy is clearly outlined in the acquisition agreement. However, it is nowhere to be found on the Lenovo website, where I placed the purchase order. Nor was it available on the order status page (link provided above). The warranty info, returns policy, and shopping guarantee links on that page lead to other pages that are irrelevant to those issues. Have I known that there would be a problem with the product, and that the customer support is minimal, I probably would not purchase it, and further purchase a second one in hope to replace the defective machine. From the Lenovo website, there is no way a consumer can find out about its return policy as well as warranty information.
Nevertheless, not only does the machine I received have problem, but I am unable to return it. I called the customer support again on 5/7/2008 to cancel my second order, which hopefully is being processed at the company. Going forward, I will not do business with Lenovo again. Now, I am stuck with a defective product, in which I have spent a good amount of time finding remedy to the problem since the day 1 I have it. And I will have to deal with the poor customer support to see if there is any way to replace the wireless card. With the low quality of the customer support, I do not know how long it will take to fix the issue that the machine has. It would be greatly appreciated if Consumer Affairs can look in to this case and help me to return the machine and get refunded. Thank you for your time.
Having a laptop computer that is defective and unable to return for credit.
Douglas of Salem VA (04/23/08)
I puchased a new Lenovo model 3000 N100 laptop for my wife's birthday present. I wanted her to have a high quality laptop, with built in one button recovery features, the latest OS, easy to us security (fingerprint scanner) basically a hassle free environment for work as she is not very computer literate. VISTA Premium turned out to be a poor replacement for XP. This OS clearly requires more resources than this Lenovo model possesses to run well. Frequent lockup, slow boot and shut downtimes (by contrast, XP will boot up and shutdown in the same amount of time that VISTA takes to boot up) Why Lenovo offered VISTA on this model is beyond reason. They offered the same model with XP on their website, but it was $200 more, and being ignorant of VISTA's issues at the time of purchase, I went with the better price. I contacted Lenovo support to inquire if I could swap hard drives for one with XP Pro on it, but never received a response.
After about thirty days of living with VISTA, I replaced the OS with XP Pro. I spent several hours learning how to install on a serial hard drive and it took quite a bit of searching to find the needed serial ATA drivers to use on this model, none were listed on the Lenovo site, which struck me as very odd, since they have all of the other device drivers listed for XP. I had to purchase an external floppy drive to load the ATA drivers during the install. Of course this OS replacement wiped out the recovery partition,and the one touch restore feature I paid for. Also lost the use of the fingerprint scanner. While Lenovo post's the driver for this device, no free download is available for the omnikey software to make use of it. I eventually located a free source of this software elsewhere. With XP installed and running smoothly, we noticed the laptop running more briskly, the way it should. I had to use third party software to create a recovery partition, and backup our exisitng drive image. Being a former service tech, i have the software and skills needed to perform a system recovery should a hard drive crash or virus attack get out of hand.
My wife however, is out of luck if i am not available, as the one touch recovery will no longer work. It would have been a lot easier if Lenovo had realized they had a lemon on their hands with VISTA and offered a free downgrade to XP Pro. It could have been as easy as replacing the hard drives by mail with XP and the Lenovo software preinstalled for this particular model, and providing a mailing pouch for the return of the VISTA drive. Sure, we saved $200 on the purchase, but I've spent about 80 hours of my time sorting out the VISTA issues, abandoning VISTA, and installing a different OS and software bundle. Then, just a week before the warranty was set to expire, the battery failed. A quick search online revealed many were having failures, most just after the warranty expired. Lenovo did very recently extend the warranty time for battery replacement and replaced mine in a timely manner.
I did have to speak with several folks in support and the warranty dept to get things rolling. They were all unaware of the warranty extention posted on the company website, and one support person referred me to an online battery test which was not designed to work on the 3000 series laptop. It seemed that one hand does not know what the other is doing at Lenovo support. They only handle warranty issues via phone calls. I had to repeat my address several times to ensure it was spelled correctly. It was entered incorrectly by one support person, and it was a good thing i double checked with the next support person i spoke with or the battery would have ended up missing. The whole claim could have been settled in one or two emails, VS my spending many minutes on hold (on a prepaid cellphone) and waiting for hours for return calls. It tied up a whole day. I feel that if Lenovo knows a certain battery is prone to failure, they should recall it and offer a free replacement, not try to out wait the warranty period. What about folks that seldom use the laptop and don't have a failure in the extended warranty period?A battery should last four or five years with moderate use and good care.
While I recieved my battery in a timely manner, many posters in the online forums have experienced difficulty in enforcing their claims. If i had known what i know now, i would not have spent the extra money based on a perception that Lenovo was continuing to manufacture laptops to the same high quality as the former IBM corp. and providing the same level of support as they had in the past. I would have purchased either a refurbished IBM or just a cheap $299 ACER brand and taken my chances, and pocketed the difference. this Lenovo cost $749 AFTER rebates. While i have the capabilties to sort out and make effective changes that enabled better use of this machine, i feel sorry for first time buyers with no prior pc experience. They would, like me, be expecting IBM quality, but getting something useless to them.
Loss of use for some time while reinstalling the OS, loss of use of features like one touch recovery, fingerprint scanner. Loss of use of bundled software included with the VISTA install. Purchase of USB floppy drive to install ATA device drivers during loading of XP Pro. Loss of about eighty hours of my time to research, and software installation issues. Loss of confindence in Lenovo support IE: no response to question regarding replacing VISTA with XP, the many calls needed to replace battery, unable to understand hispanic tech support person. Why the batteries affected were not recalled.
In short, I expected near perfection from Lenovo, that's what the extra spent money was for, the percieved high quality that I expected to be passed on from the former IBM corp to Lenovo. From the forums i have visited online, i see that this is a big issue with many folks. Looks like most of us will be buying an Apple next time. If it were up to me, I'd love it if Lenovo would buy back my laptop, I would spend my money elsewhere.
Melanie of New York NY (03/25/08)
Not even one year old, and the hard drive crashed on this laptop. It runs Vista which is a nightmare. Every day something goes wrong and I'm not techie enough to know what to do. I've spent a fortune on a tech advisor who says Get a Dell. I've had laptops since 1986, buying a new one every three years. This Lenovo laptop is the worst machine I have ever owned. If I didn't have so much data it it, I'd toss it out the window.
I am a writer and every day when something goes wrong on this laptop, I get in such a rage that I cannot work.I waste so much time trying to figure out what's wrong. I get headaches and an upset stomach from this aggravation. I think Lenovo is an inferior product, and loading it with the Vista operating system makes it worse.
Prima of Jakarta OTHER (02/22/08)
Lenovo Indonesia have no responsibilty. They never answer email complaint, they never answer the lenovo user in Indonesia. This is very bad services from Lenovo, beware if anybody want to buy Lenovo Y410. Many email asking about driver for Windows XP Professional, but no one answer from Lenovo.
Beware Lenovo Y410 wih windows XP professional, is such..they are not prepare for webcam driver.
Jeff of Joliet IL (02/18/08)
On Wednesday, Feb. 13, I ordered a new X61 from the Lenovo outlet. I chose the outlet as I found one configured exactly as I wanted, and being an off the shelf item I figured I would get it quicker than ordering a CTO. I ordered it with my debit card and waited patiently for order confirmation and shipping estimate. On Friday, Feb. 15, I recieved an order confirmation with an estimated ship date of 02/22. I was very excited to get my new laptop. 30 minutes later I received another order confirmation with a different order number, but for the same laptop. I checked my online banking to find they charged my checking account twice. I called Lenovo support to complain about this and was connected to a woman with very broken english. I explained to her what happened and she couldn't explain why it happened. She said the best that she could do was cancel one of the orders and one of the charges on my checking account would be released in 24-48 hours. She would not connect me to a supervisor as their lines were busy. She said she would schedule a callback from a supervisor (I never did get a call back). I considered it an honest mistake and calmed down. That is, until my wife noticed the checking account balance ($400) and went crazy as she had the mortgage set up to go through that same day. The mortgage went through and bounced (along with a $35 NSF charge). Today (Monday, Feb. 18), I received an email from Lenovo stating that my order has been cancelled and to call Lenovo's sales department to place another order. I figured that this was just a confirmation email from Friday's discussion. I checked the order numbers to find that it was the remaining order they cancelled. I called Lenova again only to get connected with another broken english rep. I tried my hardest to keep my cool while explaining what had happened. I was told the order was cancelled because I called and requested the cancellation on Friday. She just couldn't understand that they cancelled BOTH orders even though I wanted only the duplicate order cancelled. She said all she could do is transfer me to the sales dept. so I could place another order (yeah, like I'm going to give them permission to take more money out of my checking account). She said there is no way to re-submit the order once it is cancelled. I was told that I could not speak with a supervisor as their lines were busy (again). She said the funds will be released from my checking account in 24-48 hours. I called back 3 times in an attempt to speak with someone who gave a $hit, but every time I got a broken english speaking rep that obviously couldn't care less about my situation. Ironically, none of them would connect me to a supervisor as their lines are busy.
Charles of Somerset NJ (02/12/08)
I purchased a X61s laptop in December. On February 10th, while in use, the machine just went black. Turned out there was a battery failure. Upon calling Lenovo, they were willing to honor the warranty, but just getting a battery will take a week. They are very understanding, but do nothing whatsoever to keep a high end business machine in service.
As a Consultant, I depend on my laptop. The inability to use the X61s without being plugged into a wall is a disaster. Productivity goes down and lost time starts to accrue. Naturally I went out and immediately purchased a battery through a local store so now I will have a backup, but I did not expect failure so soon, or Lenovo to take such a casual attitude to poor quality.
Joseph of West Babylon NY (02/08/08)
I bought a laptop at Circuit City on September 3, 2007. After four months, on January 2008, the screen had some black spots on it. I called the manifacturer, Lenovo; they told me to send it back to check, and they called me to inform me that the screen had a crack on it. The crack was not there when I sent the laptop. It was a manufacturer defect.
Ravi of Austin TX (02/08/08)
Lenovo's Support Service Debacle: It's all here and more to come. http://syntric.blogspot.com/2008/02/lenovos-700-support-debacle.html
I've had a massive loss of productivity for 3 weeks and still going....
Paul of Cary NC (01/25/08)
Purch IBM Thinkpad X60S in Feb 2007. In Sep 2007 opened laptop and gel inside screen exploded/cracked.
Called Lenovo & was instructed to take to local authorized tech for warranty work. Local tech would not touch it b/c he sd IBM/Lenovo never covers monitor. Called Lenovo at 800-426-7378 & was passed to 6 different people over 2 hours. Sd they have to see it to determine if covered by warranty. Shipped to IBM 09/13/07. On 09/19/07 Bruce Robertson of IBM called & sd it is not covered. Told him laptop was not misused in any way, should be covered. He sd he would escalate to higher tech for evaluation. Left phone message for Carolyn Walden of Lenovo on 10/01 & explained it should be covered by warranty. She sd she was told we were disputing only the cost of repair and now would have to gather more information and get back to me. On 10/05/07 Carolyn informed it is not covered under warranty b/c damage was caused by owner. I requested laptop to be returned to unrepaired, and requested written statement as to why laptop is not covered under warranty, if claim is misuse or abuse, how the misuse or abuse occurred, and what evidence there is of claimed misuse or abuse. She refused to provide that information. On 10/08/07 laptop still had not been shipped back to me (over 3 weeks since I sent to them); gave my FedEx billing number to have returned to me at my expense.
Ma of Deltona FL (01/25/08)
Bought a Lenovo desktop computer and it got corrupted after the start up of the computer. Tech support sucks for the novice user. Got some dot-head I could not undertand. Wanted me to do stuff I did not know how to do or could get anyone computer savvy person that new about what code 39 was.
Bought a new DVD/CD Recorder and got the same error message. Afer 1 year he wanted me to erase all my info and start over. No problem if I could, but code 39 won't let me. How do I do that when my tower is corrupted because of something that was installed on my worthless computer when I paid all that money for it?
Praviin of Bangalore OTHER (01/08/08)
I've purchased a Lenove 3000 N100 0768 HCQ Model laptop on 5 July 07 . I have given my laptop for repair almost 6-7 times and have been constantly following up with them for the rectification of the problem. My USB Drive intermittently stops working. On speaking to them, they always say to leave my laptop with them for 2 days, and we will correct it; but it has never happened. Now they say that they are awaiting for the new parts to come. The laptop is still in warranty, and now I seriously feel that it has to be replaced rather then just running around the service center to get it repaired. Please look into the matter and try to resolve this issue.
Sandeep of New Delhi OTHER (01/04/08)
I purchased a laptop from Lenovo, and the memory card reader was not working. I went to the service center, got a replacement certificate, gave it to the dealer, and the dealer gave it to the place from where he purchased; but it has been already been more than 4 months. I have not received it yet.
I am facing problems in my studies, and I purchased the laptop and am paying installments; but I haven't used it more than the one week.
Sunil of Chapel Hill NC (12/11/07)
I have ordered a laptop on Sunday. They ask for customer cooperation to inform the bank for a timely processing, when called on Wednesday. After being informed thrice about it they haven't processed the order in a week. Their sales representative lie about the order not being on hold and being shipped in a day or two. On calling next week, they tell no processing yet.
I could not take gift for my sister on time and she is extremly upset about it. Numerous calls, false promises, poor poor service defines current state of lenovo
Loretta of Whitehall PA (12/11/07)
I ordered a Lenovo laptop on line from the Lenovo site.
First thing happened they switched the price right on line.
Second thing happened,they said if I ordered the 9 volt battery it would take to Jan 2008 so I ordered the laptop with a six volt battery.
Third thing happened they sent me two laptops. I returned one.
I kept the wrong one because it turned out to be a lemon.
Lenovo refused to take it back.
They have a 21 day return policy.
I tried to return in within the 21 days but they refused, said I had to send it for repairs first.
Their policy is to have it returned within 3 business days. It took over 3 weeks.
They had to replace the hardrive, the motherboard. the intel wireless card, fix the light. the antenna, etc.And they still want to charge a restocking fee so someone else will have to deal with this.
The battery
No one will let me speak to a Supervisor.
I keep getting the run around. I have called and sent e-mails and still no answer.
Robert of Parker CO (11/19/07)
I ordered a Lenovo laptop over the internet; what I received was an IBM laptop which was old stock. None of this was mentioned on the internet or in any of the information concerning the order. When I called, was told that it didn't matter, it was the same product. The customer service department did not want to make any effort to resolve my problem; they hung up on me several times and refused to let me talk to a supervisor. There is also a 15% restocking fee that was not mentioned anywhere when the order was placed. When I finally was able to talk to the supervisor in Toronto, he was indifferent to my concerns and abrupt in his response. I have had an IBM Thinkpad for years and have always been satisfied with their service: not any more. I am returning the Lenovo and will not buy any of their products. They have lost a customer permanently.
Brian of Lynnwood WA (11/17/07)
I ordered from IBM an R61i notebook computer fully loaded. IBM was 4 weeks late in the delivery. Then it came with a bad motherboard. I spent 2 weeks and 80 hours of my time calling the tech line before they decided to believe me, and tried to make me send it in, even though I paid for the in office repair. Once that was done, the client security program will not work. This was one of the reasons I bought this notebook with a finger print reader. IBM considers this a freebie program, and wants to charge me an additional $100 to make it actually work. They obviously do not care about the individual consumer. They are so consumed with trying to save a penny, they are obvlivious to the thousands they are loosing when the customers refuse to subject themselves to the apathy and contempt from Lenovo customer service.
I lost a full week of time and materials extras when the motherboard finally refused to work at all ,and am still having trouble with the notebook. I wanted to return the notebook the 3rd day I had it, and was told since the order was 2 months old, I couldn't. The reason the order was 2 months old is that they took 7 weeks to deliver it after I paid for it. I wonder if they do that on purpose. The total cost is easily past $8000.00, not including the $1500 I spent on the notebook itself.
Steven of Penfield NY (10/27/07)
I ordered a Lenovo Laptop Model 3000 V200. I used MSN and signed up for the $10 monthly fee. Then, I could not use Google. I de-installed MSN, and even Internet Explorer would not work. Lenovo / Microsoft is controlling the information I can use. As a scholar, I find this unacceptable. I called Lenovo's HELP number and learned that I could take the OS back to its out-of-the-box state using F11 during startup. That was no help, because the machine prohibits me from using information sources of my own choosing.
This was all a shock to me. I have been using an IBM ThinkPad for years now, and have never once had a problem with it. I wanted to replace it with something more current. My mistake! Lenovo 3000 v200 is, without reservation, the worst PC I have owned. I would like to have the company take it back and refund my money, but I do not know how to do that.
I am out more than $1,100 for purchasing this unacceptable product.
Hunter of Poughkepsie NY (10/03/07)
I ordered a T61 from lenovo for $913.41. By the time it arrived, I checked the price on their website, it had dropped to $895.03.. so I called the lenovo for a pricematch, they asked me to generate a quote with the same hardware (so i used the same method as i placed the order). I called them back with the quote number and my original order number, but they were not able to do the pricematch because they said the order Partnumbers were not exactly the same for quote and original order. The PN 27R1769, SBB PSTN CABLE, was not listed on the quote order.. However, when i reviewed the both quote and order summary sheet, and found they were identical, and PN 27R1769 was not listed on both. Then I asked the Customer representive from Lenovo to verify that, but they refused and were not willing to help me.. Also I asked for speaking to their supervisor/manager, she said they were not available at all, which is totally a lie because there is always a supervisor available during the working hour.. Finally she agreed to transfer the call to her manager, but i was put on hold for over 30 minutes... I am totally not satisfied with Lenovo.
Greg of Lawrence KS (09/29/07)
On August 2nd, 2007 I decided to order a Lenovo X61 Tablet computer over the phone directly from Lenovo. I had tried to place the order online at their website the night before however I was confused about some of the features I wanted when trying to order because there were typos on the website. Specifically I wanted to order the computer with the SXGA+ screen which is 1400 x 1050 and the website only had an option of SXGA which is only 1280 x 1024. When I placed my order on the phone, I was assured that SXGA was a typo on the website because only 3 screens are available for the computer and none of them were 1280 x 1024.
Proceeding on with the order, I was told shipping would take about 4 weeks (2 weeks longer than what the website claimed). On September 5th I received a notification that my order had been delayed and that it would ship no later than September 29th. On September 18th I call Lenovo customer service to check up on my order and find out what was causing the delay. I was told that I would need to call back after 48 hours and that there would be a note on my account about what was causing the delays.
It is now September 29th and I see that my shipment date has changed from today to October 24th, 2007. This is completely unacceptable to me and I am feeling as though I have been lied to by Lenovo to prevent me from canceling my order. Additionally, I had ordered a substantial number of accessories for the tablet computer which Lenovo rushed to me in less than a week from China. I also ordered accessories for the X61 Tabet from other 3rd party venders and have since installed many of these accessories permanently into my vehicle and office.
Wing of Flemington NJ (09/25/07)
I have ordered an Lenovo laptop with the order #2C4VJ5 in June 2007. Lenovo informed me in August 2007 that the model was no longer available. The sales rep on the phone tries to bait-and-switch me to a more expensive laptop. I said no and finally got Lenvo to offer me a similar laptop with no cost to you. As you are aware, many consumer electronic product goes down in price over time and Lenovo tries to increase the price. I have never had a problem with Lenovo when IBM was the owner.
Ranajoy of Kolkata, India (09/21/07)
I bought a Lenovo 3000 Y series laptop. After 1 month a vertical line has appeared in its LCD screen. Forget about repairing it, for the past 1 month I have lost a fortune calling up different numbers as given in the website none of which is correct. Whenever i call up the main office in Bangalore they give me a new toll free number and they do not work. I have also been given 3 different service centre addresses which keep changing. Now the shop that I bought it from have also thrown Lenovo out of their business for their poor service.
Robin of Greenville SC (09/06/07)
After reading all the nightmares about Lenovo's problems fulfilling orders on this machine I ended up calling about my early July T61P order (after multiple emails were ignored.)
As others report, they 'lost' the order. After countless hours of call backs, escalation, transfers to folks who couldn't/wouldn't help and statements that what I'd ordered so long ago was no longer available I finally got to a senior manager who claimed that he'd sorted out the mess and I'd have the machine soon.
I asked for compensation and it was refused.
Several more weeks go by.
Finally the machine arrives.
Open it up, fire it up and see that the 15.4 WUXGA is the worst LCD I have ever seen. There's a tremendous amount of light bleeding up the screen from the bottom and even on the brightest setting it's very dim.
Again I contacted Lenovo on this.
Their response: That's perfectly normal and well within our specifications, but you may send it in for inspection. NO, we will not upgrade you to on-site service (a $50 difference.) I told them to go ahead and pick the machine up as this is unacceptable in what is supposed to be a top of the line machine.
A full 7 days later they finally arranged for their carrier to pick the defective machine up.
I don't understand how Lenovo could have gotten such a good reputation with all the complaints I read about on here (and all over the net) and the absolute proof in my experience that many of these are true.
They have the machine now, if they return it as is I'm done with them. It's been a very unpleasant experience that's for sure. Having dealt with companies like HP, Dell and Sony in the past this experience with Lenovo puts them at the absolute bottom of the barrel in terms of customer service and quality.
It's been 4 months since I've had a laptop. If Lenovo's CS department hadn't lied that the T61P was to be available in a few days I'd have NEVER even considered it.
They have breeched their contract and and cost me tremendous hardship.
Laura of Mebane NC (09/04/07)
I ordered a Lenovo computer on 8-3-07. I was promised a ship date of 8-13-07.
Then the ship date changed to 8-17-07,
Then 8-21-07. The last ship date was changed to 8-31-07. I called Lenovo on 8-31-07 and was told it would be shipped on 8-31-07 or they would call back. Over the weekend I chaecked the internet and my ship date was still 8-31-07. I called Lenovo today after I checked the tracking of my computer and the ship dated has now changed to 9-14-07. I received NO phone call saying that there was a change in ship dates.
I have a daughter that is in college waiting for this computer. I is mandatory for all freshmen to have a laptop. the University of North Carolina colleges has worked out a deal with Lenovo to sell these computers at a reduce rate, in the mean time our children are suffereing for not having a computer, and the parents are suffering because we have to rent one for them to use until we get a new one from Lenovo.
Kathy of Brentwood MO (06/15/07)
On 5/10, I ordered a T61 model laptop from Lenovo. Shipping date was 6/4- though it was longer than the 1-2 weeks advertised ship date-I figured it was a new model and it might take longer. On 5/30, I received an email about a delay and the order status read it would be shipped 8/30.
I called Sam (the customer rep who assisted my with my order) on 5/30 and he told me there was an error in their system and the T61 would be shipped within 2 weeks or sooner. I told him I would need it by 6/14 and he stated there should be no problem. Based on this information, I decided not to cancel my order-figuring I would be getting it very soon and still within timeframes that I could get my work and projects completed.
I spoke with Sam again on 6/7 and he stated they were shipping computers out on 6/11. On the evening of 6/12, another email was sent that order would be built by 6/26. I spoke with Sarah Blake-consumer rep. who had no idea when it would be shipped and could give no conclusive information as to the status of my order-except that it will hopefully be shipped around 6/26. She had no way of checking on the exact status of my order. She offered options to go to other retailers that sold an older model with slower processor and $300 more expensive.
Meanwhile, people who ordered at the end of May and June are receiving their laptops. So it isn't a supply issue.
Lenovo is offering a choice of 1) 6 cell battery (I already ordered that option) 2) AC adapter (why would I need another one) 3) carrying case (don't need another one) for our troubles.
My desktop computer crashed and was counting on receiving the laptop so that I can complete my work. My job heavily relies on the computer for communication with clients via email and accessing my company's network system. I am heading out of town and needed the laptop to do my work. The scheduled date for delivery is too late for me to meet my deadlines for projects. In addition, I will not be home when the computer is supposedly schedule to be delivered. Furthermore, if I had known it would take this long-I would have cancelled my order at the end of May and went elsewhere. But if I cancel now and re-order from another vendor-I won't be receiving the laptop until the end of June anyway. Which I think is what Lenovo was doing-holding people off so they didn't cancel their order until it was too late.
Jason of Harper Woods MI (06/03/07)
I am a blind individual that relies on a computer for daily activity, and everyday necessities at times. At the turn of the year, it was time for me to get a new computer. I checked into Dell, Gateway, HP/Compaq and Lenovo. Making my decision, I bought the Lenovo thinkpad, having to borrow quite a bit of money for it. I planned on using this machine to go to school, which means I must rely on computers to read my text books, and I definitely need a computer if I am going to go for software engineering. After about two months, I started having problems. I used Lenovo's Rescue/recovery software built into the system, and it totally crashed my computer. Since the (in the past two months) I have been on the phone with tech support at least eight times, and have had them send me the recovery CDs, reimaging the hard drive. After that not working, I sent it in for them to replace certain components (I was also having RAM issues, hard drive issues, and PCMCIA problems). I was promised that my hardware would be replaced, and given a case number with the direct phone number to the tech repair depot. I called the repair depot to find out the status of my machine, and they told me that the only flashed the BIOS and reimaged the hard drive once again. No parts replacement. Now, it is three days after me getting the computer back from the depot, and I am getting cannot access memory issues, random errors, adn all sorts of other problems, along with the fact that in two days, the machine has decided on its own that it would like to remove my screen reading software. I have spent countless hours on the phone with tech support, and have tried to get a refund for my machine (remember it is just short of being five months old) and they keep telling me that it doesn't matter what is going on, they can not refund me the price of the machine. I have to send it back to the repair depot for them to recheck the machine, reimage the hard drive again, and retest the machine. They also told me that no matter how many times I keep having issues, all they will do is send me a box to send it in and have it checked. I can't have this machine in and out of the repair depot time and time again when it is my only way to access the school materials I am going to have to worry about to keep up with classes.
I had to borrow $2000 from a friend of the family to buy nothing more than a 7 pound paperweight. I had to borrow another $200 to purchase the screen reading technology I needed to use said paperweight. I have not been able to research a small project for someone that I am getting paid for. No research, no payment.
Helen of Rancho Palos Verdes, Ca CA (05/21/07)
I bought a TOP OF THE LINE IBM THINK PAD computer in 2004. It has not worked right since it was delivered. It always ran HOT - so hot I couldn't touch it after an hour working on it and I had to shut it down.
I had to send it in twice due to the space keys not working (they said it was the plane board that was not working) and then when I got it back after it was supposedly repaired, I had to send it in again.
Then, when I got it back a third time, the sound wouldn't work so I sent it again and then this last time, I got it back, I got feedback when ever I attempted to close my lid.
I called and they sent me a box to send it in for the fifth time but the warranty expired before I could get it back to them.
To say I am disgusted with this over $3000. piece of junk lap top is mild!
Further, I was told I had a 5 year warranty by Daniel the salesperson and find out it was only a 3 year when I tried recently to get something fixed.
Michele of Key Largo, FL (04/10/07)
I bought a Leveno desk top about 3 months ago. Ever since I got it things haven't been right.
They have put in numerous parts several times, and then promising me it will be fixed or I will receive a new computer.
I ask you, why would a brand new computer need so many parts so soon?
Laura of Mobile, AL (10/30/06)
Lenovo had a substantial rebate offer on it's N100 -- $350. The catch is that it is impossible to register online. After repeatedly filling in a long form I am advised that an unexpected error has occurred and that I must get out of the browser and start over.
After about the fourth effort, I called the number and was informed by the automatic phone system that I must turn off my internet security system. Why should I make my computer vulnerable to them? I believe they are intentionally making the rebate process as difficult as possible.
Dave of Amboy IN (10/15/06)
I have a 1 year old IBM/Lenovo G41 laptop with a 3 year on-site warranty/sevice contract. It has now been out of service for 1 week and after three attempts to fix it, they are now saying that the needed part is out of stock and even though it is in a warehouse in China, it won't be available for 3 weeks. I have requested a call from a manager for the past 4 days and despite several promises of a call, I received none. The contract says they will repair or replace. They are doing neither.
This is a business computer used in software sales and support. It is absolutely critical for me to do my job. As a result, I have had to order a replacement from Dell costing nearly $1500, plus many hours to re-install the many software applications needed on it. The total cost to our company will be $3000-$5000, due to their failure to support their product.
Meena of Mississauga, Canada (11/16/05)
I am management consultant who is very dependent on computers and all my work sits on it. I also travel a lot. I wanted to buy a notebook that was dependable and and reliable. I do not have the time, energy and I cannot afford to send back my machine for repairs. I have been owning a Dell for many years and have had no problems inspite of the fact that it has been used in hot and dusty environments. But when I was in the process of making a a decision for my new computer I heard many stories of repairs of Dell and decided to pay a premium and get an IBM thinkpad. My husband has a refurbushed IBM thinkpad and has not had any problems.
Within five months of my owning the computer the backspace key gave way. It did not feel as tight as other keys and it would not work if light strokes were made. It started having a different sound. I reported and got all the numbers. I could not send my computer for many days to a service center so finally found one that would order the key board and I could go in and they would replace on the spot. I got it done yesterday. Today I start using the new kepboard and find the enter key is like a sea saw. Sometimes it works, sometimes it does not when a light touch is made. The same touch works on other keys.
I called the help line and was told that the same story - "Go back to the service center for a change or we will send a box and you send the machine to us and we will see what it wrong - it will take 7-10 days". What they do not understand is that keyboards seem to be of bad quality. Also when you buy a premium product you expect a first time right. I am OK with one change. But the second keyboard of bad quality seems to indicate that I can go 10 times but I may not get this problem fixed unless they make good quality keyboards. I am so frustrated that here I wanted a product that was reliable and I paid for it but it is not. If it is luck that works then Dell would have been a cheaper gamble.
Ralph of Louisville KY (08/24/05)
Build time estimate was misrepresented when order was placed.Build time estimate has been changed (3) times.The build estimate is still moving out.The only explaination I am given is the equipment is so in demand they can't fill the order in the time frame given. My complaint is not the build time ( they are obviously have so much business one small order means nothing)rather the time estimate should have been stated at the longest estimate.I would have at least had the option to not place the order.
Amarpreet of New Delhi, India (08/23/05)
Below is my report & complaint to IBM which hv not been taken seriously & attended till date . The said machine was bought few days back but under warranty also i am not getting any support !!!!!
Dear All, This in to reference to the complaint attended on 08-Aug-05 resulting in no change and still the situation remain the same, However action taken against the under signed call number was OS INSTALLED, UPDATES DONE TP CHECKED WORKING FINE. The Notepad still taking 6 to 10 Minutes for complete OS activity. Call No: P2D4YSK & P2D4B5X Keeping in view the brand image of IBM, The results have been pathetic which is higly unprofessional & not acceptable. Request the attendants to go through the tailed mail & revert formally over he mail, Else I need to peruse & appeal in consumer court.
Keith of Elkhorn NE (08/08/05)
I submitted the necessary paperwork for my rebates and got denied twice. They will never see my business again.
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