AIO SERIAL_NUMBER: MP1AZHNF
I am reaching out to you to escalate an issue with warranty repair of my personal AIO PC bought 8 months ago.
I was having issues with this unit as can be seen from a couple of service requests logged.
Finally the system stopped working on 11/09 and I called the help desk and sent the error log and screen shot of the Bios diagnostics.
I am also attaching them for your reference. It was diagnosed as RAM failure.
A technician was sent on 21/09 to replace the RAM.
He did not know how to open the panel to change the RAM and fiddled with the unit without realizing it is a Touch screen LCD display.
He placed the unit on a hard table face down trying to open the panel.
In that process the display got damaged.
I have notified the call center executive Sravan Kumar (Phone: [protected]) on the same day in front of the technician.
I asked the technician to leave as he did not seem to have the required skills to fix the RAM. He did not give me any papers to sign.
I followed up with the call center, online virtual assistant and escalated in Lenovo portal several times on the issue.
I have received mails acknowledging the issue is being looked into.
On further follow up, I was surprised to be told that the ticket was closed with a service report submitted by the technician with my forged signature.
I was told by the call center that it was recorded in the report that the damage was caused by the customer.
You can clearly see in the attached diagnostic screen shot the display was in perfect condition till the technician arrived to fix it.
We buy the products from Lenovo with high expectations on the quality and good after sales experience, but this has definitely left me feeling otherwise.
I am unable to use this machine for the past 6 weeks having spent close to 80, 000 INR buying it.
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