Bought an expensive gaming monitor for the family from Lenovo via their website in September. It worked for less than a week and then nothing. Did not turn on. Not damaged. Just stopped working. Checked fuse and different plug etc - still did not work. Found a telephone number in the paperwork for support. Called them. Told by Technical team their system down on the first 2 calls a week apart - on the second call I said I had been on hold for some time and I insisted they speak with me; they then did their best to be helpful and they managed to get my details up on their system. What followed were then multiple requests for photos by email, all sent. More calls and followup emails. A lot of time spent on hold and talking to or emailing Lenovo. Eventally got a LEDOA code by email and told to take to retailer - to which I responded "you are my retailer" - but that email (I had added a read receipt) was deleted unread, I assume since ticket had been closed? Called "sales" ....and made more calls & emails. 5 weeks later talking to another redirected number "customer care" and told I have to go back to technical and ask for an actual "LEDOA certificate" before they can help - I said they only issued a number which had been provided and, having lost patience at this point, said I was not going back to anyone (this is about call 20!). Then told I still have to wait 5-7 business days for my refund even with this code. Sounded hopeful but then no refund sent, instead got an email saying that I needed to return item and needed to wait for a returns email. I did get that email a week later with returns details and I returned the product. No complaints details on the website that i could find, managed to get an email address from a technical support person. Complained by email - no actual resolution resulted and in fact they included what I assume (or hope) was automated text where they actually even tried to sell me an "extended warranty at a reduced price" in their response email - clearly not taking even complaints seriously. Logged something on the Lenovo community chat - included a running log of my communications .... and then this was subsequently edited by admin including redacting the compaints email address.More than 2 weeks after the return now and no communication from Lenovo. No refund. Email sent to follow up, not feeling very hopeful.Really need to treat customers better.
