Lenovo (Headquarters)

I purchased a laptop that has been defective since the beginning. Now, they are denying a rerun after I was told I would receive one.I purchased a Lenovo Yoga 3 14 laptop for my daughter to use for school for $899 + tax. It had "glitches" from the beginning, including the screen having lines or simply turning itself off and not turning back on. Initially, I dealt with the issues at home. Eventually, I brought it back to [redacted] where I purchased it. It worked for some time, but then started giving me trouble with the mouse not responding or screen turning off or flickering again. The Lenovo protocol was followed and I sent it in on 2 occasions for repairs. Due to the trouble I have been having with the product, I asked for a refund. After I spoke with [redacted] the Customer Care Manager, he said I would be given a refund and even sent me a box to ship it. However, there was no shipping label attached. I have called and emailed him on multiple occasions to resolve this, and he has not returned any calls or emails after that. It should be noted that I had to contact a supervisor at customer service to even get him to return a phone call the first time. I have numerous calls and have sent the product in to them twice. I simply want a refund. I followed his protocol including sending him my receipt, etc. and was now told by the general customer service number representative that [redacted] had denied my request for a refund. He has not had the decency to communicate with me at all.Desired SettlementI would like a refund for the total amount of the product. $962.99 ($899.99 + $63.00 tax)The dispute has been resolved. A refund will be granted.

Horrible machine. Broke 32 days after purchase. Unfortunately it is electronics so only a 14 day return period.Laptop broke after 14 days. Called customer support. No help. She was supposed to email me a ticket number. No email received. Then I filled out the support information on lenovo.com. I was supposed to receive an email. No email received. Finally, I used their chat service when the company stated it would be available during the week. They wanted me to pay for shipping of laptop which is almost the same as a new hard drive for a brand new laptop. I told them to just send me the recovery discs and I will do it myself. Product under warranty. No local service centers. Broke after just over a month. I have to figure out to repair it myself when it is under warranty. I will be writing the company for their lack of product support and service. I am a sad owner of their stock too.Desired SettlementI would love a refund but unfortunately that isn't going to happen because I did not purchase the laptop from their site. Change the shipping policy for those under warranty. Change the horrible customer service that I experienced with (a) the phone call and (b) their website when trying to get the laptop fixed.Business Response Date 10/12/16The Revdex.com5540 Munford Road Suite 130Raleigh, NC XXXXXComplaint Case # XXXXXXXX Consumer: [redacted] ADear Madame/Sir:Lenovo is in receipt of the Revdex.com case and we are sorry for the issues the customer reported. We will be providing a resolution at this time. Consumer Response Lenovo reps contacted me very quickly. We have come to a resolution. I am waiting on the paperwork from them at this time. Final Consumer Response

Lenovo depot center unable to repair laptop under warranty, lacking follow up / delays in response for refund / replacement product.Service request XXXXXXXXXX, serial number [redacted], Service order XXXXXXXXXX. Lenovo Yoga laptop.Lenovo has become unresponsive regarding a repair covered under warranty that was shipped to their depot center. On August 3rd the machine arrived to their depot center. The repair time was proposed to be 7 business days unless they needed a part that was not in stock, which luck would have it, the part was not in stock. In an effort to determine my next steps I requested their best judgement regarding a typical turnaround time. My question was answered by saying they could not provide any type of delivery time on the part. I requested a supervisor, the supervisor researched and informed me that the part was coming from [redacted] but the supplier was unresponsive to Lenovo's request for the part. At this point I requested that the situation be escalated as this seemed unreasonable for a product under warranty. After multiple calls I finally was put through to a "Case Manager". The case manager was polite. The case manager requested that I send a copy of original receipt in a reply email to an email he sent. I completed this task at 6:39AMEST on 8/12/2016. In my discussion with the case manager, upon delivery of receipt I would be sent a replacement unit immediately. After my email on 8/12/2016, I received no email confirmation, as I was informed verbally, that would provide confirmation and tracking number. On 8/16/2016 at 3:39PMEST, I sent an email reply all back to the email [redacted]@lenovo.com for an update on shipping/eta... I received no response. On 8/18/2016 I called into the depot center who informed me that they could not assist me and that I would have to reach out directly to the case manager. They informed me that their was not a group that could answer my question, but only the case manager could. They provided me with the case managers direct phone number which I called. The case managers voicemail was full and did not provide for any other alternative and disconnected the call. I called back this number multiple times. I have yet to receive any kind of confirmation that they are shipping the replacement product. On 8/18/2016 at 5:03PMEST I emailed [redacted]@lenovo.com and informed them that I would file a complaint to Revdex.com if I did not have a response/update within 24hours. On 8/23/2016 I am filing my complaint.Desired SettlementImmediate shipment of replacement unit. Business Response Aug 26, 2016 The Revdex.com 5540 Munford Road Suite 130 Raleigh, NC XXXXX Re: Case No.: XXXXXXXXConsumer: [redacted] Dear Madame/Sir: We are in receipt of a copy of the complaint filed by [redacted] on Aug 23, 2016. We apologized for the issue. We have sent a replacement system to the customer.If you require additional information, please feel free to contact me directly. Sincerely, [redacted] Executive Relations Representative [redacted]@lenovo.com

Lenovo customer service is not helpful and doesn't realize that the way they speak to customers is the issue. Simple issues that could be resolved escalate due to their people. I purchased a tab3 tablet on August 15,2016. It stopped powering on August 31,2016 sixteen days after purchasing. Unfortunately store policy is no refund after fourteen days. I'm awaiting their team to contact me as I am a most upset and volatile customer. My only choice is to return to Lenovo to be fixed. I will never spend more money on their products. I purchased this tablet because I had a favorable impression of the brand. I was very wrong. ","neg-7

After 3 incidents related to screen problems, Lenovo is refusing to replace the machine.1/6/2015 I reported a problem with a screen defect resulting in a cracked screen. I was originally quoted $500 to repair the screen of a machine that only cost $499. They discounted to under $200. After filing a report to the Revdex.com (NC) they rectified the situation by refunding me the charge less shipping fees. 12/8/2015 I reported a problem with the touch screen not working. They told me that the repair could take 90 days. After filing a report to the [redacted] they replaced the machine.Two Months into the ownership of this replacement machine I started experience problems where the screen would flicker and sometimes go blank completely rendering it useless. After multiple IT professionals inspected the machine it was deemed that it's a hardware problem. Lenovo support insisted it was software related and would not entertain repair/replacement without my reformatting the machine. I did as they requested and the problem still persisted. Because this is the THIRD problem I've had with screens on Lenovo products I only feel it's fair to replace this machine. Lenovo is offering to service the unit, leaving me without a computer to use for a period of time. This is not an acceptable resolution as it's my third problem with a screen. I have been fighting with Lenovo now since January of 2015 and they have still yet to provide me with a working, non-defective computer, now their resolution is to leave me without a computer for even longer. This is a poor display of customer service and satisfaction. I paid for a product with an expectation that it would work, and again, after 3 attempts, I'm still without a working system.Desired SettlementA replacement machine is the only fair resolution to this problem. I've been trying for over a year and a half now to get what I expected to get when I purchased this item brand new. It is not acceptable to wait for parts to come in and a repair to take place rendering me without a computer (which I rely on for my livelihood.) And because this machine was a replacement for a defective machine previously, I should receive a working, non-defective system from Lenovo.Business Response June 22ND, 2016The Revdex.com5540 Munford Road Suite 130Raleigh, NC XXXXXComplaint Case #: XXXXXXXX Consumer: [redacted]Dear Madame/Sir:Lenovo is in receipt of the Revdex.com case and we are sorry for the issues. After review of the case(s) we have found that this Y50 unit was a replacement done in November 2015 and currently has no service history. Lenovo has reached out to Mr [redacted] to advise that we will not be able to honor a replacement request on a unit that has been in his possession for 7 months and has no service history. There is a valid service agreement on the unit that allows for warranty repair. We have request a depot repair case be set up and a box will ship to Mr [redacted]. It will be up to him to ship the unit to our facility for warranty repair.Thank you,Consumer Response This is not an acceptable resolution. Lenovo is correct that this unit has not been in for repair, but the previous one was in once, and was supposed to go in again but they informed me that it was going to be several months until a replacement screen would be available. So, while their statement is accurate, it does not take into account that I've already been inconvenienced with screen issues 3 times. The screen issues that exist with this machine began just 2 months after ownership. I spent the past 5 trying to troubleshoot, replace drivers, reformat the machine, etc. The bottom line is that I've already been inconvenienced multiple times in this transaction, but Lenovo is trying to make it sound like this is the first inconvenience, so they are treating it as a first occurrence. This is unacceptable.Final Consumer Response After multiple attempts to contact the business I am unable to get a response to have my computer fixed/replaced under warranty.In 2014 I purchased a laptopIn 2014 I had the laptop repairedIn 2015 I had another problem with the laptopIn 2015 Lenovo replaced the laptop because the parts to fix it were backordered for 3 monthsIn 2016 I began experiencing problems with my "new" laptopIn 2016 I sent the unit back for repair, upon receiving it back, it had not been fixed, in fact the problem was worse and another problem surfaced. I reached out to Lenovo and setup a return to attempt to repair it again. They sent out a box for me to send the unit back in. Just as I was about to ship back the laptop, the service person I had been corresponding with informed me that she was no longer in the service department and that my "case has been closed." She advised me to call back and open a new case. On August 15th When I did that, they were initially refusing to escalate the case to a manager, after persistence they finally did this for me.On August 16th I received an e-mail stating they "would be reaching out to me within the next business day"On August 18th I sent an e-mail stating that I had not heard anythingOn August 18th I left a voice message with the original rep that "moved to another department" stating my frustration and I have not received a call backOn August 23rd I e-mailed the original rep complaining of the issue and they stated again that they are no longer in that department and couldn't help me any further so I was to call back the original 800 number that I had already spent a long time disputing getting my case escalated. Due to the inconvenience that this has caused me and the fact that they have unsuccessfully repaired this machine (and refuse to service it again,) I am seeking a new machine.Final Business Response 8.25.16The Revdex.com5540 Munford Road Suite 130Raleigh, NC 27612Complaint Case # XXXXXXXXConsumer: Derek [redacted] Dear Madame/Sir:Lenovo is in receipt of the Revdex.com case and we are sorry for the issues the customer reported. A new case XXXXXXXX has been opened to address the customers concerns.

CPU fan failed a week after buying in a Lenovo IdeaCentre 300s-11 4GB Windows 10 Desktop Computer. Refuse to fix it even under warranty.July 19th 2016 a report was made for repair. Have called weekly for updates and and none have been made, refuse to service the item tho covered under warranty. Refuses to escalate the case. Serial Number [redacted] Model [redacted] Lenovo IdeaCentre 300s-11 4GB Windows 10 Desktop ComputerDesired SettlementReplacement of the product and it's extended warrantyBusiness Response 8.19.2016The Revdex.com5540 Munford Road Suite 130Raleigh, NC 27612Complaint Case # XXXXXXXXConsumer: [redacted]Dear Madame/Sir:Lenovo is in receipt of the Revdex.com case and we are sorry for the issues the customer reported. Customer accepted a brand new replacement desktop as a resolution to her issue.