Lenovo — Terrible customer service

Address:

Hyderabad, Andhra Pradesh

Hello there.

My name is Marissa Cornelius. i'm from Hyderabad A.P. I work for Dell International. Hi-Tech city, Madhapur.

My contact details: Email:ebcornelius, Contact Number:[protected].

We have purchased a Lenovo G505s Laptop from Reliance Digital at Suchitra Junction branch, Hyderabad . In the month of November 05, 2013. I had my first problem in the same month of purchase.

1) My laptop use to get very hot, which was very abnormal.For the same i have logged a complaint, one of the agent over the chat she suggest me to go for a replace of the product. Which i thought was appropriate, As i already logged a complaint previously for over heating issue. I requested the agent to drop the old complaint and log my new complaint for replacement of the product. She took the complaint and she told me that a site engineer and inspect the product and raise a request for re placement with the Lenovo. Site engineer visited my place instead for replacement, he changed the heat sync fan. And told me that he not aware of product replacement. His visit was for over heating problem. Simultaneously the site engineer had found another problem, the case was split open, and the hinges where loose. He asked me to log a complaint for replacement of the product again. as it was still in the warranty. I was told my Lenovo agents bluntly, that my products was not in the replacement warranty period. Ultimately will not be replaced at any cost? i was challenged.

2) I Have logged another complaint with the Lenovo for resolving the Power port and the slit case both the issues where at the same side of the laptop. And I requested them to replace my product they refused to do so and released my calls, when I tried to talk the escalating manager. He refused to talk to me. After numerous calls, requests and pleads to replace my damage part. Site engineer found it was the upper case not the Lower case. The issue was with the hinges which where broken. The site engineer told that he will request for the part and it will take 2 to 3 working days. But after several calls they have responded after 2-3 weeks later.

2.1)The second site engineer refused to replace that part as it was not under warranty( purchase date 05/11/2013). After few negotiations they replaced the part.

3) Simultaneously, after the replacing the part, same day I found that the sound port is not working. When I connect my headphones to the laptop, I cannot hear sound in the headphones, instead it come from the laptop speakers. I tried all my available headphones.but the result ware same.

My heart burns when we spend so much money to buy a product, and it give so many trouble in few months time. Every time i get hear a new story on my logged complaints from the customer care agents. They talk to me in a rude manner. They don't provide proper service. They release my calls. What is the purpose of having Customer care center.I quest you to help me with the issue and take necessary action on the responsible.