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CB Computer Hardware Lenovo Ridiculously bad customer service
Lenovo

Lenovo review: Ridiculously bad customer service

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7:37 pm EDT
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I purchased several items from the Lenovo US website on Oct 29 2023, a Yoga laptop, webcam, external drive and a monitor. This complaint concerns the monitor only. I received the monitor on Nov 1 and never even had the chance to try it out because it was impossible to set the monitor up. The monitor arrives out of the box in three pieces: the monitor screen, the base and a hook-like bar to connect the monitor screen to the base. Two screw holes are drilled into the hook so that it can be screwed into the base while it just clicks into the monitor screen. Unfortunately the screw holes in the hook do not align properly with the holes in the base; they are too far back so no matter how far you place the hook into the base, the hooks do not appear, at best you see a quarter of each hole, no more. I called tech support to explain the situation. Tech support sent me a camera link so that they would have a record of what happened. Then she told me I would have to call sales option 3 to finish the return and she gave me a case number. However, when I called sales, after giving the case number and a detailed description of the problem, the utterly rude customer service rep said, “So you broke it?” I lost it. I mean how the hell could I have broken something when the screw holes were misaligned? Did she not read the case notes? Had she not been listening when I told her the problem? Then she asked for more pictures of the issues. I flat out refused since the tech already had pictures and at that point I became unwilling to accept an exchange and demanded my money back. I have returned a fair number of products in my sixty years including computer systems and an entire houseful of custom window coverings, and I have never been treated this rudely. This women seemed to be putting roadblocks everywhere on purpose. I finally demanded to speak to her supervisor and after about ten min of waiting she told me they were busy. I think she just asked permission to give me what I wanted bc I was being such a “Karen.” I shouldn’t have to yell and scream to process what should have been a simple return, and I’ve never had to before. Indeed, I thought it was a done deal after I had talked to tech support and had a case report. Their customer service fail cost them $270 bc I demanded my money back instead of a replacement. Oddly, the customer service rep was willing to give me my money back for everything I had purchased (a $2300 purchase) which just goes to show they know how bad their customer service is and they just don’t care

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  1. Lenovo Contacts

  2. Lenovo phone numbers
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    USA & Canada
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    Chile
    More phone numbers
  3. Lenovo emails
  4. Lenovo address
    23/F Lincoln House, Taikoo Place, 979 King's Road, Quarry Bay, Hong Kong
  5. Lenovo social media
  6. Andrew
    Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Nov 18, 2024
Lenovo Category
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