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Business Profile

Wholesale Computers

Lenovo

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Computers.

Complaints

This profile includes complaints for Lenovo's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1,713 total complaints in the last 3 years.
    • 418 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/07/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi,

      I have a Lenovo Ideapad laptop. The serial number is ********. I called technical support today due to an issue with the screen not working properly. The representative claims after looking at my warranty that LCD screens are not covered under the warranty. I thoroughly read the warranty for this laptop posted on your website and attached. No where does it say that LCD screens are not covered. I attach the warranty that I pulled off your website for my model. I explained to the representative that it does not state anywhere in the warranty that LCD screens are excluded. The representative then tried to get me to purchase an extended 2 year warranty and accidental damage protection. First of all there was no accidental damage to the laptop, it was not dropped, spilled on or mishandled in any way. It sits on my desk and the screen issue started today while I was in the midst of using the device.

      I think its disingenuous on the part of your tech support to first tell me something is not covered and can't point to anything in the warranty terms stating. Secondly, the "offer" to extend my warranty and purchase accidental damage protection seems like a bait and switch and entire misrepresentation to get more money out of my pocket. I also think there is lack of proper communication on the part of tech support which doesnt entirely seem to understand english.

      I am looking to properly resolve this issue and escalating direct to Lenovo through BBB in hopes that I can get the help needed.

      Thanks,
      ***** ********

      Business Response

      Date: 08/09/2022

      8/9/2022

      The Better Business Bureau
      5540 Munford Road, Suite 130
      Raleigh NC 27612

      Lenovo
      7001 Development Dr
      Morrisville, NC 27560

      Re: BBB CASE#: ********


      Dear Madame / Sir

      We are in receipt of a copy of
      the complaint filed by ***** ******** on 8/7/2022.

      We have spoken with the customer
      and apologized for their experience. We have offered a repair.

      Sincerely,
      ****
      Case Manager

    • Initial Complaint

      Date:08/07/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased legion slim 7 gen 6 amd laptop on 19 July 2022 my order number is 4********* It was my ridiculous experience with Lenovo they send me an empty box shipment there was no laptop in it and I contacted couple of items to get my refund unfortunately they keep on denying my requests and giving me a false hope please help get my money back !!!

      Business Response

      Date: 08/09/2022

      8/9/2022

      The Better
      Business Bureau
      5540 Munford Road, Suite 130
      Raleigh NC 27612

      Lenovo
      7001 Development Dr
      Morrisville, NC 27560

      Re: BBB
      CASE#:  ********

      Consumer:  ***** ******

      Dear
      Madame / Sir

      We are in
      receipt of a copy of the complaint filed by ***** ****** on 8/6/2022. We have communicated with the
      customer and apologized for their experience. We are trying to work with the customer on resolution.

      Sincerely,
      ********
      Case Manager

    • Initial Complaint

      Date:08/07/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a thinkpad X1 from lenovo that was received on June 28th 2022. On July 27th I notified Lenovo that the camera was not working properly and had never worked properly from the time I got it. I requested a refund. I was told that I missed the 30 day return window and the laptop would need to be repaired. I sent the laptop to the lenovo service center and received it back. The camera still doesn't work. I was told again that i would need to send it back to be fixed. In the meantime I have not had a working laptop. I want a refund so i can buy a laptop that works. The attached pictures show how bad the camera is vs my old lenovo.

      Business Response

      Date: 08/08/2022

      8/8/2022

      The Better Business Bureau
      5540 Munford Road, Suite 130
      Raleigh NC 27612

      Lenovo
      7001 Development Dr
      Morrisville, NC 27560

      Re: BBB CASE#: ********


      Dear Madame / Sir

      We are in receipt of a copy of
      the complaint filed by ****** ****** on 8/6/2022.

      We have spoken with the customer
      and apologized for their experience. We have offered a refund.

      Sincerely,
      ****
      Case Manager

    • Initial Complaint

      Date:08/07/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased a Lenovo laptop on September 12, 2021 from ********* in ************ **. The laptop appeared to work fine until December/January, when it began to run incredibly slow. I reached out to Lenovo to find out what they suggest. Their only suggestion was to send it in for service and they'd take a look. They just wiped the machine and restored it like it was new. We got it back in February 2022, and it ran a few days and bogged down again. I contacted them again and they said to send it back for service and they would "elevate" it to a higher review team. We got no info about what they did, but constant digging found all they did was wipe it again. We got it back and it was worse than we ever had it. We couldn't do anything on the computer. Slow startup, click and it doesn't activate for 10-12 seconds. You type, and it doesn't respond for 10-15 seconds and it 15-20 letters behind. I called again and they genuinely seemed disinterested in helping me. The person I spoke to on the phone basically said if they did that and it didn't help, there was nothing else they could do. Having a small background in tech, I asked about any malfunctioning part that may be causing the issue, as I know a bad fan could cause the symptoms we were experiencing. The tech said, "if you think it's the fan, that's what we'll replace", and sure enough, we sent it in, all they did was replace the fan, and it appears nothing else was done or tested, as it came back EXACTLY the same way it was originally sent. Basically, for 8 months, we've had an unusable machine (it runs slower than my 10 year old machine), and their only solution is to keep sending it back to be wiped (or don't seem interested to help). I demanded a refund, they said "we don't do that". Our only option is to keep getting it wiped. We can't use it. I want a refund or a much better machine swapped out.

      Business Response

      Date: 08/08/2022

      8/8/2022

      The Better
      Business Bureau
      **** ******* ***** ***** ***
      ******* ** *****

      Lenovo
      **** *********** **
      ************ ** *****

      Re: BBB
      CASE#:  ********

      Consumer:  *****
      ******

      Dear
      Madame / Sir

      We are in
      receipt of a copy of the complaint filed by ***** ****** on 8/6/2022. We have spoken with the
      customer and apologized for their experience. We have offered the customer a refund.

      Sincerely,
      Christie
      Case Manager

      Customer Answer

      Date: 08/09/2022



      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

      Date:08/05/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a Lenovo Ideapad 5 in August 2021. The hinge on the laptop broke through normal usage. I looked at the problem online and saw in numerous places (including the BBB complain list) that this was a well-known manufacturing issue. After contacting Lenovo service have been told that I should send the computer to the depot for a repair and that I would have to pay for a potential repair myself. I tried to escalate the problem later and have been told that I don't have any guarantee of my problem being fixed even if I send it to the depot. I cannot understand why I should have to bear the cost of a repair (either through Lenovo's service or a third party) when the issue I have is from a faulty hinge on the computer I purchased, and that it was not caused by any mishandling from my part.

      Business Response

      Date: 08/05/2022

      8/5/2022

      The Better Business Bureau
      5540 Munford Road, Suite 130
      Raleigh NC 27612

      Lenovo
      7001 Development Dr
      Morrisville, NC 27560

      Re: BBB CASE#: ********


      Dear Madame / Sir

      We are in receipt of a copy of
      the complaint filed by ******* ********** on 8/5/2022

      We have spoken with the customer
      and apologized for their experience. We have offered a repair.

      Sincerely,
      ****
      Case Manager

    • Initial Complaint

      Date:08/05/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Having some issues with my T14s (S/N: ********). First issue is, some keys do not work as expected. The Windows key and right key for example, work intermittently and hinders proper operation of the machine. Second issue is the TrackPoint buttons, the left TrackPoint button does the same function of the middle button, although it is not controlled in the software, most likely being a hardware fault with the installed keyboard. Last issue is the battery not performing well and holding a very low charge. Need all these issues to be fixed.

      I have tried to get in touch, via social media also, and tried through the website, but to no avail. Social media promised me a reply (has been more than the proposed time and no contact) and the website glitched and did not even allow me to post my request. I don’t know why it is so hard to use my warranty. I am really disappointed at this point. I will need this machine in working condition within a week or two for a presentation. I would like to have a replacement of the machine, or at least have the depot service warranty repair done within a week.

      Business Response

      Date: 08/09/2022

      8/9/2022

      The Better
      Business Bureau
      5540 Munford Road, Suite 130
      Raleigh NC 27612

      Lenovo
      7001 Development Dr
      Morrisville, NC 27560

      Re: BBB
      CASE#:  ********

      Consumer:  ****** ******

      Dear
      Madame / Sir

      We are in
      receipt of a copy of the complaint filed by ****** ****** on 8/4/2022. We have communicated with the
      customer and apologized for their experience. We have offered the customer a no charge onsite repair.

      Sincerely,
      ********
      Case Manager

    • Initial Complaint

      Date:08/05/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My laptop started overheating. I have premium care and called to get support. I did not get the support promised under the premium terms. I spent hours on the phone before they agreed for me to send my laptop in. I received it back in worse condition. It overheard so bad that it burned my finger requiring me to see medical attention and the computer shut down and won’t turn back on. I called Lenovo again. They did not apologize for my injury and were unwilling to help me with a new machine as promised in the premium care. This is the worst customer service I’ve ever received from a company. If they are unwilling to help me, I want a refund for renewing my premium care and will be purchasing a new computer from a different company. Please help me resolve this matter. The agent refused to let me speak to a supervisor, was incredibly rude, did not say anything when I mentioned I burned my finger, and would not offer anything but sending my computer back to the depot where I just got it back from the day before yesterday. That is unacceptable as I just got it back in worse condition after the “repair” so clearly the machine is damaged beyond repair. It is still under its original warranty which I paid hundreds for the premium support that is described in the advertisement. They say someone will come to your home by the next day and refused to send anyone to my home. They say they will replace the machine if they can’t fix it, and they are unwilling. This false advertisement is a danger to customers and takes advantage of them.

      Business Response

      Date: 08/09/2022

      8/9/2022

      The Better
      Business Bureau
      **** ******* ***** ***** ***
      ******* ** *****

      Lenovo
      **** *********** **
      ************ ** *****

      Re: BBB
      CASE#:  ********

      Consumer:  Lauren
      Schaefer

      Dear
      Madame / Sir

      We are in
      receipt of a copy of the complaint filed by ****** ******** on 8/4/2022. We have communicated with the
      customer and apologized for their experience. We have offered the customer a refund.

      Sincerely,
      ********
      Case Manager

      Customer Answer

      Date: 08/09/2022



      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 if indeed the company follows through with the promise to replace my device and refund the funds I spent for the extra warranty I bought for the faulty product ($112). Should I not receive these I will reopen the case a month from today. 



      Sincerely,



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

    • Initial Complaint

      Date:08/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am a student/ high school teacher. I bought a Lenovo Chromebook in 2021 for school purposes. I had the laptop for 5 months the laptop one day stops working I get an error message. I check my warranty I found out I had a 6 month warranty. I call Lenovo I was on the phone with them all day they were passing me around to different agents there customer service is really bad. The agents were trying to charge me $40 to do maintenance on my laptop when I had warranty. Being frustrated and needing my laptop fixed I pay $40. The agent that charged me $40 couldn't help me fix my laptop. So she transferred me to another department the technical support guy was dumbfounded why I was charged when I had warranty we go through the steps of me sending my laptop off for repair. So a few weeks goes by my laptop is fixed. 4 months later the laptop is broken again I call Lenovo they tell me I cant get the laptop fixed because I have no warranty again transferring me to different lines. Apparently my warranty ended 2 weeks ago. The question I asked is what does the warranty particularly cover? When I did have warranty I was charged $40 when I don't have warranty I can't get anything fixed with a laptop that constantly stays broken. I bought the laptop in the summer of 2021 . It broke in February of 2022 and its currently broken as of August 2022 it seems like it has a network failure every 5 months. The warranty is BS cuz I was still charged with warranty. And customer support on the phone is equally frustrating. At this point not sure what to do the school year is starting and I have no computer.

      Business Response

      Date: 08/05/2022

      8/5/2022

      The Better
      Business Bureau
      5540 Munford Road, Suite 130
      Raleigh NC 27612

      Lenovo
      7001 Development Dr
      Morrisville, NC 27560

      Re: BBB
      CASE#:  ********

      Consumer:  ******* *******

      Dear
      Madame / Sir

      We are in
      receipt of a copy of the complaint filed by ******* ******* on 8/3/2022. We have spoken with the
      customer and apologized for their experience. We offered the customer a no charge repair and a refund for
      previous charge.

      Sincerely,
      ********
      Case Manager

    • Initial Complaint

      Date:08/03/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Lenovo sent me a desktop that had a faulty RGB Liquid Cooled component. I reached out to technical support and none of the representatives were knowledgeable about the equipment, which is alarming. I asked for a replacement since it was defective, I didn't receive any follow ups. I reached out multiple times after that to get updates but there were no requests filed. I requested a replacement again, they denied it without an explanation. I requested ANOTHER replacement which continues getting delayed. I have requested multiple times to speak to supervisors and to escalate my concerns but the representatives refuse saying that they don't have any escalation departments that handle customer issues.

      Business Response

      Date: 08/04/2022

      8/4/2022

      The Better
      Business Bureau
      **** ******* ***** ***** ***
      ******* ** *****

      Lenovo
      **** *********** **
      ************ ** *****

      Re: BBB
      CASE#:  ********

      Consumer:  

      Dear
      Madame / Sir

      We are in
      receipt of a copy of the complaint filed by **** ******** on 8/3/2022. We have spoken with the
      customer and apologized for their experience. We are working with the customer on resolution.

      Sincerely,
      ********
      Case Manager

    • Initial Complaint

      Date:08/03/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Laptop covered by "Premium Support". Lenovo has failed to repair laptop in a timely manner, failed to provide the "premium support" contractually committed, and failed to provide any reasonable level of service and responsiveness.

      Business Response

      Date: 08/03/2022

      8/3/2022

      The Better
      Business Bureau
      5540 Munford Road, Suite 130
      Raleigh NC 27612

      Lenovo
      7001 Development Dr
      Morrisville, NC 27560

      Re: BBB
      CASE#:  ********

      Consumer:  ******** *************

      Dear
      Madame / Sir

      We are in
      receipt of a copy of the complaint filed by ******** ************* on 8/2/2022. We have spoken
      with the customer and apologized for their experience. We are working with the customer on a repair.

      Sincerely,
      ********
      Case Manager

      Customer Answer

      Date: 08/08/2022



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********* Resolution is still in progress, but the business has responded magnificently.

      Sincerely,



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

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