My nightmare with Lenovo Support: You drop a fortune on a high-end laptop, it arrives defective, and they lie to your face.
Hi everyone. I'm writing this partly to vent and partly as a warning to anyone thinking about spending their savings on a premium Lenovo rig. My experience with their customer support in Spain has been an absolute joke.
For context: I bought a top-tier Lenovo laptop (a Yoga Pro 9 16IAH10), spending a fortune, because I need it as my main daily driver for my studies and work. Right out of the box, the PC came with an unbearable factory defect: random micro-freezes. And mind you, this happens regardless of the workload. It doesn't matter what you're doing; you type and the letters show up seconds later, you move the mouse and the cursor takes seconds to react, the screen just hangs out of nowhere, etc.
Here begins the timeline of my odyssey:
- December 2025: I make my first call to support to report the factory defect (the PC was practically brand new). They tell me to send it in. Since I was right in the middle of the academic year, I explained that it was IMPOSSIBLE for me to be without my main study tool, so we agreed I'd send it in as soon as classes ended. At no point did they offer a replacement.
- June 2026: The semester ends, and I send the PC to the repair center.
- The Big Lie: Weeks go by and I get a notice saying the repair is "on hold waiting for a part". Over the phone, they confirm that the part they are waiting for is the motherboard.
- August 2026: After holding my laptop hostage for almost two months, they send it back. I read the official repair report and surprise: the "Replaced Parts" section is EMPTY. They spent two months waiting for a motherboard they never installed. The only thing they did was reinstall Windows and update the BIOS (something I had already done at home before sending it in).
- The Result: The PC is still failing exactly the same way. Mouse stutter, keyboard lag, constant micro-freezes.
From then on, the customer service has been abysmal. They ignore my emails (I've waited up to +11 days for a reply, had to email again to get a reply), the wait times are endless, and they constantly give me the runaround.
Just yesterday I spoke with them on the phone; they promised to send me everything we discussed in writing and that a supervisor would call me before today (Friday). Guess what? Zero emails, zero calls. To make matters worse, they are now refusing to give me a replacement unit, claiming "the computer is too old now", completely ignoring that I reported the issue back in December when the laptop was new, and that THEY are the ones who made me waste almost two months for nothing.
I have demanded their official internal complaint form, but they flat-out refuse to provide one (or they simply don't have a formal complaints channel at all). Because of this, I gave them an ultimatum before I report them to the Consumer Rights Authorities for violating Spanish/EU Warranty Laws.
Has anyone else gone through something similar with Lenovo? Any advice on how to pressure them, or if going straight to Consumer Protection speeds things up? Any help is welcome.
TL;DR: Bought a premium Lenovo PC (Yoga Pro 9 16IAH10). Came with factory micro-stutters (mouse/keyboard lag regardless of workload). Sent it in for warranty, they kept it for 2 months claiming they were waiting for a new motherboard. Returned it without replacing a single part and it's still freezing. Support gives me the runaround, lies to me on the phone, refuses a replacement, and refuses to provide a formal complaints channel. Avoid this brand.