Lenovo has the worst customer care ever. I ordered a machine a month ago. Two weeks into no change in my order status I started calling them. They gave me crap about this and that and the back-to-school season. After about call 3 i talked to the manager who then was so kind to inform me that they are out of these machines all together. For days after he told me this, one could buy this machine on the Lenovo's website. I really wanted a Lenovo, so agreed to go with another machine, and wanted to get the U 330. the sales rep knew nothing of the characteristics of the machines available on the website, and was telling me completely outrageous things like "this model comes without a camera" when Lenovo advertised face recognition system as the special feature of every variation of the U model. then the sales rep flat out told me this machine will not ship on time. Fine, I agreed to get the SL series that have just come out. The new order was supposed to ship in 1-2 weeks. Two weeks past, the order has not shipped, and the shipping date was postponed another 10 days. I have to travel for 2 months in a week, so i went with Vaio SZ series, and don't regret. Mine is not the only horror story about Lenovo customer care. Try getting something from them, and you will have one of your own :)

I ordered an Ideapad Y710 from them recently. I wasn't entirely sure if it was a good idea because of how new this line of laptops is and I was able to find few reviews online. I'm glad I did though, the laptop has performed amazingly so far. When placing my order, the Lenovo customer chat service was very helpful in answering my questions (though some of their representatives themselves didn't know all the answers because the are not yet familiar with the Ideapad line). I selected ground shipping for my order, and they actually got it to me about 5 days earlier than they predicted. I am very satisfied with my Lenovo experience and I would definitely buy from them again.

Ordered a 15" wide screen Thinkpad T61. Was able to get another 5% off on the laptop from calling customer service. Shipping status said the laptop would arrive on the 20th, yet it shipped using 2 day UPS (payed for free ground shipping) and arrived on the 13th (would have arrived on the 10th if I was there to receive the package from UPS). So far the laptops works beautifully and seems sturdy. Will keep Lenovo in mind for laptop purchases in the future.

This review was modified by its author, Forevame7189, on 3/21/08 11:18 PM.

Excellent, great discount and got the computer several days sooner than expected. The T61 ordered is extremely well built and has been running great! Very happy with the options, service, product, and speed.

Ordered a Thinkpad from Lenovo on March 11, said ships in 1-2 weeks. Order went into processing and shipped three days later.. It fairly flew across the world, and arrived at my door March 17.  
 
Spectacular service and great coupons to purchase with. The computer booted right up.. no errors. I notice the other bad reviews but my experience was all good.  

This review was modified by its author, cadillakin, on 3/18/08 2:00 PM.

Ordered notebook from website. Arrived in 9 days, exactly as ordered. Excellent machine, good price. No delays or questions asked about order. Minor setup problem (my fault). Tech support in Atlanta Georgia was friendly, polite and extremely helpful in resolving the problem. An all around positive experience.

Lenovo is bullshit. I ordered a laptop from website, they postpone shipment date without any email notification.  
I think they are just doing a very bad trick. They post some very good deal, then when you ordered, they just push the ship date again and again. Since you thought you have ordered this one, you will ignore the other deal from other seller, like Dell, Toshiba, and so on. But finally, they just told you the model is discontinued. Then you lost all the deal.  
Very bad merchant. Never bought from them.

I have ordered and waited for 3 weeks, just to see them extending it for another 3 weeks without even sending me an email warning about it. The good thing is - canceling the order was easy. Nobody really cares if you come or go.

It is with a heavy heart that I post this story here, as I have been a  
loyal and longstanding Thinkpad customer for over a decade, purchasing  
numerous Thinkpads from IBM, and one just lately from Lenovo. I have  
recommended IBM/Lenovo stock to all my friends and family who dabble  
in the market, and I have also recommended the Thinkpad line of  
laptops to anyone and everyone that I have had occasion to discuss  
laptops with.  
 
However, it is with my most recent purchase from Lenovo that I have  
encountered a problem of the most horrible proportions. I in no way  
wish to bog anyone down with unrelated details; however, the entire  
experience I've had is a long one, spanning many frustrating months of  
interaction with the Customer Service agents within Lenovo.  
 
Due to this most recent experience with Lenovo, (outlined in full  
below) I can no longer in good conscious continue to do business with  
or recommend Lenovo's products and services. Since no one within  
Lenovo can rectify the matter, I will be taking my business elsewhere,  
as will my friends, family and coworkers. (Including my place of  
employment)  
 
Anyone who is interested in further details (aside from whats outlined  
below) please feel free to contact me via e-mail at pernod@ureach.com  
- I'm more than happy to provide my contact information and telephone  
number should anyone wish to discuss this matter in a more thorough  
fashion.  
 
For those of you who are interested, my story in it's entirety is as  
follows:  
 
----  
 
My experience with Lenovo consisted of receiving a laptop with no battery & power cord! I promptly purchased an alternate Thinkpad from a local retailer and called in to make arrangements to return the incomplete laptop that was mailed to me through Lenovo directly. A customer service rep gave me completely inaccurate information as to how to go about returning their equipment to them. ('Just write 'return to sender' on the original package and drop it off at a UPS store' was what I was told - only to find out later that this violates every single return procedure ever put into place, and no one can explain to me why this person gave me such misleading information)  
 
This mis-information left me without a tracking number, and lo & behold Lenovo claims they never received my laptop back at their warehouse. I asked for a physical audit to be done at their warehouse, confident that it's in there *somewhere* but I was told by Mr Bumarch that that request is wildly unreasonable. (But apparently charging a customer for a laptop that was mailed back to them is completely reasonable)  
 
I've been speaking to Tony Bumarch (Direct Phone Number: 919-543-6681) and have been given the run around over and over with the end result being Lenovo can do absolutely nothing for me. I've also CC'd all my correspondences with Tony to David Churbuck, in the hopes that he might be able to assist in some fashion, but apparently my complaints have fallen on deaf ears.  
 
So to sum it up, Lenovo lied to me, stole my money and told me to go away.  
 
I've been an avid Thinkpad fan for countless years and even have an old P166 Thinkpad in my closet that still runs, (It's built like a tank) but I have pretty much lost all faith in Lenovo's ability to properly deal with even the most simple of tasks such as a customer return.  

Shipping date has shifted from "1-2 weeks" to "8/16" to "9/18" to "9/2" (allegedly on "critical" list) to 11/2, now.

I purchased a laptop on their labor day special. And they offered me a price of 1030. I paid with my credit card and on the confirmation page when everything was completed it listed 1030 and I printed it out. A few hours later, I was told my total was 1198. I called and emailed them several times. They did not return any of my email messages. They have refused to change the price saying that 1198 is already a discounted price and kept accusing me of trying to ??price match?? with their confirmation price.  
 
I waited 2 hours on their customer service and was transfered to generic outsourced indians. I wanted to cancel my order if they would not give me the price they advertised and they simply told me that they would email me the cancellation information.  
 
And I have not yet received the email.

I ordered a laptop from Lenovo on July 13th. My original ship date was August 1st. August 1st rolled around and no shipment. Got a notice on the 2nd that there was a delay and it would ship within the next "1-30 days." I emailed the representative who I'd spoken with prior to purchase who had been so eager to give me his employee number in order to get a commission. No response. Called customer service to see if I could get a more accurate estimate than 1-30 days. She assured me that it would be sent by the 26th (gee, so much more accurate).  
 
On August 14th, I received another notice that the parts for my laptop were not available and it would not be ready until mid-September. I'm not really sure why it took them one month to figure out that they didn't have the parts for a machine that was listed with a 1-2 week shipment date. I emailed asking why and also asking how I could be sure that when mid-September rolled around, it wouldn't be delayed until October. I received stock non-answers. On the 17th, I called to cancel my order. I was slightly surprised that they never bothered to ask why but the conversation was quick and easy and they told me to look for an email to which I would have to respond in order to confirm cancellation. I did receive an email later that day - notifying me that my laptop had shipped. Hrm. The same laptop that had just been delayed until mid-September because there were no parts? How curious. Never got the email about canceling.  
 
Overall, my experience with Lenovo customer service was horrible. The best you can hope for is automated or cut and paste responses, no actual concern is shown and I was never given the slightest indication that they cared one ounce about my business. My system seems fine so far but I definitely won't order from Lenovo again.

Lenovo has the absolute worst customer service in the computer retail industry. If you want to call in, it is not uncommon to wait for 45 minutes. I had to send 4 e-mails before I finally got a response back, and it was a scripted e-mail. What is upsetting about that is that they treat you like a number...at least give me a personalized response for waiting 1 week for a reply.  
 
I placed an order on July 31st. The website said my computer system was in stock, and that it would ship within a few days. What happened? I receive a delay notice that my item would be delayed about 2 weeks, possibly anywhere from "1 to 30 days" later.  
 
I also found out that they mislisted the specs on the system I ordered. What did they do? Nothing. Were they expecting me to just not notice that I got a cheaper system than what I originally paid for?  
 
Needless to say, I tried to cancel several times. Attempted 3 times on my lunch break to contact them by phone... I ended up using up my lunch breaks without even speaking to anybody. I also sent 4 e-mails...2 for questions and status updates, 2 to cancel. All in all, I count about 2 hours of my time wasted trying to establish communication with them.  
 
I'm really disappointed with Lenovo. Even though it was a division sold by IBM, I was hoping that it would continue to live up to its name.

This review was modified by its author, Lawman67486, on 8/12/07 12:13 AM.

Absolutely horrendous experience with Lenovo. I ordered with them on June 1st, during the Memorial Day sale. The order was set for delivery on June 15th - two weeks, very reasonable. It was pushed to June 30th. I called to inquire if that would be the definite ship date only to discover that when you call Lenovo customer support (sales, web purchases, etc), expect at a minimum 60+ minute delays. Finally getting through, I spoke with someone who assured me that by June 30, I would have my new notebook. So be it.  
 
June 30th came and went, without event. No laptop, no email - nothing. I had to call to discover that it had been pushed to July 17th. You can see where this horrible tale is going. Another 60 minute wait, another delay. July 17th came and went - the ship date adjusted to July 19th. On July 20th, I received an email from Lenovo telling me that due to federal regulations, the order would self-cancel because of the length of the delay unless I authorized the delay. I chose not to cancel, now morbidly curious in the laptop and Lenovo's abysmal service. I called them yet again, and this time was on hold for - I kid you not - 90 minutes. When the CSR answered, I explained (very politely, believe it or not), that I had been on hold for 90 minutes and wanted to speak to a supervisor. He told me to hold on just a moment -- and promptly hung up on me. It was really, really incredible, and easily the most horrible consumer experience I have ever had. IBM used to be a great company - my own 600+ employee company is constantly being courted by Dell, Gateway, and others to move away from Thinkpads, which have suffered in quality since Lenovo took over. This most recent adventure, however, makes me think I will have a long conversation with the Chief Tech Officer, with whom I am close, about giving another company a try. My thinking is that if Lenovo cannot satisfy a simple personal order, they cannot support an institution.  
 
Truthfully, my best advice is that you simply steer clear of Lenovo, and of Thinkpads, until they get their act together. Hour+ wait times, impossible to get in touch with the right folks, terrible customer service, exorbitant ship times, and increasingly poor quality products make me feel foolish for thinking that Lenovo would be a right fit for my personal computing -- and now cast in doubt whether they are a right fit for my company.

Ordered a Lenovo Thinkpad T60 on May 1st, 2007. The shipping date was May 25th. Today when I checked to see if it had shipped the shipping date had been changed to June 20th. I never received a phone call informing me of the change (on a $2000+ notebook), nor did they inform me by email. If I hadn't checked their website for the date I would still be expecting my laptop to arrive in two days. I called the sales representative and he explained that there were not enough LCD screens and do my order had been delayed. WHY WASN'T I TOLD THIS WHEN I ORDERED!!! Obviously they had no idea that they would be short on laptop screens when I put in my order... Jerks! Given the other complaints I have seen about shipping times for Lenovo I suspect they play people along with short false wait times because they knew if they were honest nobody would buy their computers. The other thought I have had is that they don't care if individuals are put off by the delays and are filling large customer orders with parts at hand. At any rate I canceled my order. One month and 20 days for a laptop, no thanks.