| Address: Plot no 58, H.No:20-274, West Venkatapuram, Secunderabad - 500015 |
Dear Team,
Subject and concerns:
1. Dis-satisfied Customer Voice - Lenovo Laptop - Serial Number: R911G0TW.
2. Date of purchase: 31st Mar 2021
3. .Request for Refund of the investment made
4. Email Complaint raised on 16th Apr 2021 - 12:55 Noon
5. Sent reminder on 21st Apr - 10:49 AM
6. No revert till date
With the pandemic continuing and schools still continuing to be online, as a parent I thought than giving the child a mobile, let me get a laptop which will have less impact on radiation and also a better screen size and resolution.
After a lot of research: online, friends, families, visiting multiple stores and basis the recommendation by the stores, purchased Lenovo laptop on 31st Mar 2021 with serial number: R911GOTW. All o[censored]s were really excited in the family that its a good investment (though the cost was pretty decent – Rs.21500) and went back home and that from next day my kid will use the laptop for her online classes.
That is where the mess started:
It was morning 8:30 AM she logged in to attend her class. That is where all the surprises and shocks of life started. We were unable to connect. There was buffering, the system getting stuck, if video is switched on the screen is stuck, after buffering voice and video not in sink…..and so on.
I thought since the laptop is new, let me not find fault with it rather check my internet connection. The internet I had was offering 50 MBPS speed and was providing me seamless speed for my office work for almost a year. Thought for online classes it might not support and immediately updated it to 150 MBPS on the same day. By the time it got updated the classes came to an end.
Day 2:
Again with a lot of excitement, my kid as usual logged in via laptop thinking that since the internet speed got updated she will be able to enjoy her laptop that was purchased only for her online classes and not for home purpose. The challenge still continued on day 2 of the online school. Immediately I reached out to my internet service provider and they said sir the internet speed has been updated to 150 and they say there should be no reason why the laptop should not support. I was not willing to listen that the laptop was not supportive since it was brand new and escalated that I have not been provided an appropriate solution by the Service engineer. Since I knew a senior person in the service provider I used my influence and reached out to him.
Day 3:
During school online time a senior engineer was there for complete 3 hours during the school time to check where is it going wrong. He tried to reset the router, check the speed, tried making multiple changes and said my existing router supports only 100 MBPS and I need to upgrade my router to enjoy the speed I opted for and recommended me to visit the customer care center where I picked up my laptop. I still dint go by his words, reached out my friend and he recommended me to upgrade my router. I spent Rs.2500 for the new router, called the engineer and asked him to configure it.
So on:
Engineer has been visiting my place, checking both my office laptop - speed was not an issue, while checking the personal laptop internet speed was an issue. They recommended that I should for sure visit the customer care where I picked up my asset.
On the same day evening, I walked into the store where I picked up the laptop and it was configured. They spent good 3+ hours to diagnose the root cause. They updated the drivers, software, etc and said now it should work without any challenge. Knowing my past experience, I asked, in case the problem persists what next? They said try it sir, in case the problem continues, reach out to lenovo customer care and share the contact number.
I trusted the customer case person and with the same positive energy went back home that the laptop will support online classes.
Same thing repeated: system buffering, video pauses, no audio video sync, etc
Called the internet service provider to check and he said there is no challenge with their speed since other devices in home and getting high speed and only the newly purchased were not aligned. Finally they closed multiple tickets I raised saying there is no challenge with the speed. If speed was the issue, the other devices (My office laptop, mobile handsets) should also have a challenge.
I called up lenovo call center on 15th Apr Morning morning. Nitin heard out my concern, took remote accesses for good 3+ hours and said software is updated and it should work fine. Evening the problem continued and reached out. Farooq answered and said software updation is still pending and he did the upgrade.
16th Morning morning the problem is still on. I feel I made a dead investment which dint serve the purpose only.
Note earlier my internet was only 50 MBPS and i used to spend on Rs.800 and it served the purpose.
Now with the purchase of the laptop I had to make an additional investment of a router worth Rs.2500/ and a monthly increase of close to Rs.500 more which is actually not required if I had used my mobile handset.
Sl No Investment made Amount
1 Laptop Bill 27454
2 Router 2500
3 Bill plan upgrading 450/Month
Total 30404
With a lot of agony, pain I write this mail to you to take back the asset and refund my amount. I am sick and tired just running post to pillar to fix the problem. Everyone says it's not their fault but you have to understand as an end customer I am suffering and the purpose for which I picked up is still open.
So my humble request is to pay back my amount. I will look for an alternative or let my kids continue using mobile handset the way they have been continuing from past 1 year.
Awaiting your revert.
Attaching the bill for reference.
Thank you.
Yours sincerely
Kailash
[protected]
Kailash.[protected]@gmail.com
Note: I tried taking snapshot of the bill..If needed can mail the Bill copy
Lenovo customer support has been notified about the posted complaint.
