Had an issue with Lenovo? Get a real response.
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.
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.
- On-site Service: Available for certain products, technicians can visit your location for quick repairs.
- 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.
Lenovo complaints submitted through Ajust
I bought a Lenovo ThinkPad that was sold as WWAN ready, then followed Lenovo’s own advice to buy extra WWAN cards and a SIM. After months of support calls and two repair attempts, I learned the laptop can’t even receive GSM data. Lenovo refused a return despite the design flaw, leaving me out of pocket and stuck with a machine that never worked as advertised. - Roland
My Lenovo laptop was under warranty, but every repair made things worse. One technician replaced the motherboard, then the device wouldn’t start. Two more visits followed with mismatched parts and no fix. When I asked for a replacement under Lenovo’s three-repair policy, they demanded an invoice they already had proof of and refused to help further. - Mario
My Lenovo Yoga Slim started making strange noises and overheating just four months after purchase. After a two-week repair, it came back with the same issues and even smelled electrical. I returned it immediately asking for a refund or replacement, but weeks later Lenovo kept insisting it was repaired again. The constant back and forth has been exhausting for a near-new laptop. - Ella
Lenovo agreed to refund my new laptop after a serious sleep mode fault, but months later they still haven’t collected it. I’ve sent a formal complaint and escalated to management with no response. Despite approving the refund and having all my details, Lenovo has gone silent, leaving me stuck chasing a resolution long after the issue was acknowledged. - Sandra
How other consumers 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.
If initial handling doesn't satisfy your complaint, escalate it further:
- Request a Supervisor or Higher-Level Support: Politely ask for escalation to Level 2 support or a supervisor when initial responses are inadequate.
- Lodge a Formal Complaint (Internal): Email Lenovo Customer Care (lenovocc_au@lenovo.com) clearly stating your complaint is formal, providing reference details.
- Leverage Multiple Channels: If unsatisfied, use Lenovo’s official forums, social media channels, or online reviews to draw attention and prompt responses.
- Persistence and Follow-up: Regularly follow up if Lenovo delays responses. Clearly document all interactions for escalation purposes.
- 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.
If Lenovo’s internal escalation doesn’t resolve your complaint, these external avenues can assist:
- Australian Consumer Law (ACL) Enforcement:
- Australian Competition & Consumer Commission (ACCC) – Reports patterns of consumer issues.
ACCC Report Form - State Consumer Protection Agencies (e.g., NSW Fair Trading, Consumer Affairs Victoria) – Offer free mediation services for unresolved complaints.
NSW Fair Trading Complaint Form, Consumer Affairs Victoria
- Australian Competition & Consumer Commission (ACCC) – Reports patterns of consumer issues.
- 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.
- Lenovo Australia Contact Us Page
- Customer Care Email: lenovocc_au@lenovo.com
- Lenovo Support & Service Request
- Support Phone (Australia): 13 LENOVO (13 536686)
- Lenovo Warranty & Returns Policy
- Lenovo Community Forums
- ACCC Consumer Rights & Guarantees
Lenovo Complaints FAQs
What’s the fastest way to reach Lenovo customer support in Australia for urgent issues?
Calling Lenovo on 13 536 686 during business hours is the fastest way to get real help. Phone support connects you directly with an agent, which is especially useful for urgent warranty repairs, order delays, or account issues. To save time, have your serial number, order number, and any previous case numbers ready so you don’t have to repeat information or restart the process.
Why do Lenovo warranty repairs sometimes take so long in Australia?
Lenovo warranty repairs can be slow due to parts availability, repair backlogs, or repeated diagnostics. Some Australian customers report waiting weeks, especially for consumer laptops rather than business devices. Providing clear fault details and past case numbers upfront can reduce delays. Keeping written records also helps if you need to escalate or rely on Australian Consumer Law for a faster outcome.
What are my refund and return rights if something goes wrong with a Lenovo order?
Lenovo allows most returns within 7 days of delivery, with conditions depending on the product. You can cancel unshipped orders for a full refund, and delayed orders beyond 30 days are refundable. Lenovo also offers short-term price protection. Importantly, Australian Consumer Law still applies, meaning you may be entitled to a remedy beyond Lenovo’s stated warranty if a product is faulty.
What should I do if Lenovo customer support stops responding or keeps delaying my case?
If Lenovo stops responding, document all interactions and request escalation using your case number. Delays or silence can strengthen your position under Australian Consumer Law, especially for unresolved faults or agreed refunds. When repeated follow-ups fail, using a third-party escalation service can help push for a response, reduce admin, and get a clear outcome without spending weeks chasing support yourself.
You’ve done your part, now it’s time to hold Lenovo accountable.
Take the final step and submit a complaint that gets seen and responded to.