If you’ve read my blog post about my experience of contacting Lenovo to receive the refund money of two products I’d returned in July 2020, you’d already know what a nightmare it was (beyond frustrating and time-consuming). I had contacted Lenovo more than ten times and each time I was told the same story by different reps that I would get my refund back, but I still did not receive my money. I’m happy to report that I finally got my refund money back (yay!), but it was not through the typical process like most refund processes are.
If Lenovo has shafted you on your refund, here’s what you should do:
1. Call your credit card company ASAP to ask for a chargeback. I did so and while my CC company looked up my case, they were ultimately unable to assist me (I believe because it had been more than four months since the purchase date). However, if you do this right away (like within a month’s time), I’m sure a chargeback request will work in your favour.
2. File a complaint on the Better Business Bureau’s website. This worked IMMEDIATELY. I had filed the complaint at 12 a.m. in the morning of December 4, 2020 and by 5 p.m. that same day, Denise M. from the local Lenovo customer relations office emailed me about my BBB complaint and got the refund process going (finally). It was miraculous. I received my refund money a few days after that. (Lenovo still played a dirty trick by only crediting me the money for one product. I had to follow up and contact Denise for the refund of the second product. She had to wire me the money separately, but at least the full amount had been refunded to me now.)
I assume contacting the BBB will work for any other issue you have with Lenovo too. If it’s a repair issue, defective product, or sales, etc. It seems Lenovo is fearful of getting low ratings and poor reviews on the all-mighty BBB website and want to resolve any complaints, so use it to your advantage. Good luck!!
(The downside of filing a complaint on the BBB website is that it takes some effort and time on your part to write out what happened so they can assess your situation. You can attach any screenshots of chats or email correspondence as well. Nevertheless, contacting the BBB works so the time spent is not in vain.)
And doing either of the above two methods will only work if you’ve actually tried to contact Lenovo already previously to no avail. Your complaint to the BBB is likely not going to work if you haven’t already tried to resolve the issue with the faulting company first. (I recommend contacting Lenovo via the live chat function. This way, you don’t have to spend hours exclusively waiting on the phone; you can do other things while you wait. As well, you can take screenshots of the chat as proof of your communication with the reps.)
Do you have stories of poor customer service with Lenovo too? Comment and share your story below. I’m really curious about others’ experiences in dealing with this tech company. They truly have atrocious customer service and poor ethics.