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Last updated:
July 18, 2025
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How to submit a complaint with
Lenovo
 

You can easily lodge your Lenovo complaint via these convenient methods:

  • By Phone: Call Lenovo Australia at 13 LENOVO (13 536686) (Weekdays, 9am–6pm AET). Select the appropriate option to connect directly with customer support.

  • Online (Support Website): Visit Lenovo’s Support website to submit a Service Request or use Live Chat during business hours.

  • By Email: Contact Lenovo Customer Care directly via lenovocc_au@lenovo.com. Clearly detail your issue, including product serial number and purchase details.

  • In-Store: Return to the retailer where you purchased your Lenovo product (e.g., JB Hi-Fi, Harvey Norman). Retailers can coordinate repairs, refunds, or exchanges.

  • Via Lenovo Vantage App: Use Lenovo’s pre-installed Vantage app on your Lenovo PC to access troubleshooting tools and request support directly.

Tip: Always request a reference number after submitting your complaint for efficient follow-ups.

What happens after you submit a complaint to Lenovo ?

Lenovo aims to handle complaints swiftly and effectively with the following process:

  • Immediate Acknowledgment: Lenovo typically responds within 1–2 business days to acknowledge your complaint and provide a reference number.

  • Issue Assessment & Troubleshooting: Support representatives will troubleshoot issues via phone or online to determine next steps.

  • Repair & Service Arrangements: Lenovo generally resolves complaints through repair, replacement, or refund (as required by warranty and Australian Consumer Law).

    • On-site Service: Available for certain products, technicians can visit your location for quick repairs.

    • Depot Service: Lenovo arranges courier pickup and depot repairs, typically within 1–2 weeks.

  • Internal Escalation: If initial resolutions aren’t satisfactory, Lenovo can escalate your case to senior support or management upon your request.

  • Regular Communication: Lenovo will keep you updated via phone or email during the process.

Lenovo strives to resolve complaints promptly, aiming to provide a fair and satisfying outcome.

Common complaints against
Lenovo

Common Lenovo complaints typically revolve around these issues:

  • Product Quality & Hardware Failures: Issues like broken hinges, battery failures, and keyboard defects within short periods.

  • Warranty Repair Delays & Multiple Repairs: Extended waits for parts or repeated repair attempts leading to customer frustration.

  • Customer Service & Communication Issues: Difficulty in reaching helpful support, inconsistent updates, and slow response times.

  • Returns & Refund Policies: Challenges with Lenovo’s 7-day return window and 20% restocking fees causing customer dissatisfaction.

  • Australian Consumer Law (ACL) Disputes: Lenovo sometimes initially resists remedies required by consumer law, leading to escalations with regulatory bodies.

Understanding these common issues can help you clearly state your complaint and facilitate quicker resolution.

Real complaints submitted through Ajust

How other
Lenovo
 complaints got resolved

Fast Charger Replacement via Phone Support

  • Issue: Customer unable to locate replacement charger locally.

  • Resolution: Lenovo’s phone support quickly identified and arranged a suitable charger, delivering outstanding customer service.

Full Refund After Fair Trading Escalation

  • Issue: Major hardware failure in new laptop. Initially Lenovo resisted a refund.

  • Resolution: Customer escalated through NSW Fair Trading; Lenovo quickly issued a full refund following mediation.

Rapid On-site Repair for Business Customer

  • Issue: Multiple Lenovo ThinkPad laptops with hardware failures.

  • Resolution: Lenovo provided fast, next-business-day on-site repairs and replacement parts under warranty, resulting in minimal downtime.

How to escalate a complaint with Lenovo

If initial handling doesn't satisfy your complaint, escalate it further:

  1. Request a Supervisor or Higher-Level Support: Politely ask for escalation to Level 2 support or a supervisor when initial responses are inadequate.

  2. Lodge a Formal Complaint (Internal): Email Lenovo Customer Care (lenovocc_au@lenovo.com) clearly stating your complaint is formal, providing reference details.

  3. Leverage Multiple Channels: If unsatisfied, use Lenovo’s official forums, social media channels, or online reviews to draw attention and prompt responses.

  4. Persistence and Follow-up: Regularly follow up if Lenovo delays responses. Clearly document all interactions for escalation purposes.

  5. External Escalation (Fair Trading/ACCC): If internal escalation fails after reasonable efforts, involve consumer protection agencies.

Persistent yet respectful escalation often results in quicker, satisfactory resolutions from Lenovo.

Regulatory & Ombudsman Information for Lenovo

If Lenovo’s internal escalation doesn’t resolve your complaint, these external avenues can assist:

  • Australian Consumer Law (ACL) Enforcement:

  • Small Claims Tribunal: State Civil and Administrative Tribunals (NCAT, VCAT, etc.) provide legally binding decisions for unresolved consumer issues.

Utilising these external channels ensures your consumer rights are upheld and Lenovo remains accountable.

Official Lenovo Complaint Resources & Links

Lenovo
Complaints FAQs

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