Hi Team,
I am writing this email to raise a complaint about the behaviour that I have been vetted out at the Jaipur Lenevo service centre and especially from the manager (I believe he is the manager who has identified himself as Vinay). I can be contact on my cell number XXXXXXXXXX for any further details.
I have video proof about his behaviour and also that he is a big liar and tried to intimidate the customers. I am particularly very annoyed that once the video stopped recording (details on why I started recording are in the later part of my email) he specifically threatened me “DUS CHAKAR NAHI LAGWAYE TOH DEKH LENA†(I’ll ensure that you have to make 10 rounds to the service centre). In today’s age and day how can someone who is responsible for customer service threaten the customer, I am an existing lenevo customer and have two tablets of your company. I have been contemplating whether to put the video on any social media and tag it to lenevo or give you the first opportunity to investigate and make this wrong RIGHT. .
I had today visited the lenevo service centre to pickup my tablet which I had given for repair. I had visited the service centre post receiving a call from them that my tablet is ready and I can come and collect it. When I received the call, I was already out due to some work and I went to the service centre, after reaching there I realised that I have forgotten the job sheet, however I was carrying the proof of full payment that I had already made towards the repair charges of the tablet. To be honest that whilst I forgot to carry the job sheet, I was not asked to bring it specifically when i got the call. However, this is still not an issue as when I was asked about the job sheet, I said that I have forgotten it mistakenly but I have the proof of the full payment that I have already made towards the repairs. I was then asked that I will have to provide some proof of identity and also sign on the paper that I have forgotten the job sheet. Whilst, I said that is ok and I was apologetic that I forgot the job sheet but I will provide the identity proof and sign on the form as needed. Later I was asked to meet the service centre Manager (identified himself as Mr. Vinay) and this is where the problem started.
The manger was so rude and he specifically said that he will not hand over the tablet because I don’t have the job sheet, I requested to him that it is not intentional on my part to forget the job sheet but I was already outside when I got the call and I have come to the service centre to collect. Whilst I agree I have forgotten the job sheet I am happy to provide my identity proof, happy to given it in writing that I have collected the tablet etc and also share the proof of fully payment invoice. Later once I reach home, I can also share the Job sheet over email if that is helpful. I also pointed out that my house is close to 20-23 Kms. Therefore, if he can assist me. The service manager was so rude and said there are lot of OLA, UBER etc which I can take and bring back the job sheet. Again, it is not mostly what he said but the manner he said this and said he will not help me and I need to get the job sheet. He was so confident that even if I want, I can go ahead and complain to Lenevo My repeated request fell on his deaf ear and I asked of his visiting card, to this he said he doesn’t have it and therefore I mentioned to make it easier I will take all the details from him on a video. He agreed to that and when I started asking details, he kind of panicked and while trying to seem polite was unable to answer the basic question on why he is unable to help me and was acting as stubborn. If you look at the video you will also see that I have asked him very specific question after explaining the scenario as to why I have forgotten my job card, however I am willing to provide all necessary details to ensure ratification that I am the same guy who submitted the tablet for request and requested for assistance. It is very unfortunate that there were many people at the service centre who were looking at this scenario and witnessing the manner in which a customer is being treated. My concern is that someone who is entrusted with the responsibility to ensure seamless and good customer experience is the one leading this kind of pathetic attitude towards customers and not willing to help the customer by providing out of the box solution given the genuine situation a particular customer may be in.
I am really hoping that my complaint is taken seriously and necessary feedback is provided to the service centre manager of the Jaipur Brach. Strict action is taken against him to ensure that he doesn’t behave the same way with other customers and specifically doesn’t threaten customer. Given his threat I am also worried that now he will intentionally try and damage my table that I have submitted there for repair and may intentionally cause more harm to me. I want my tablet to be delivered at my home without me having to go and face further humiliation because I am also worried that he will intentionally try and come up with reason to not give me tablet and try and provide his threat correct my making me do rounds of service centre. I would be grateful if Lenevo is able to make this situation right and make this manger apologise to me and ensure that my tablet is delivered to me at my home without having to face the unruly manager again.
I am really looking forward to your response at the earliest as you need to understand that my tablet is fully ready and I have paid the flu amount almost two weeks back and still the tablet is not in my hands till date. I reserve the right to upload that vide on social media and at least try and bring it to the notice of others and let them make the decision whether this could have been handled better or this was a person high on his power and trying to make customer‘s life more hard.
I can be contact on my cell number XXXXXXXXXX for any further details.
Regards,
Aggrieved Customer
Lenovo customer support has been notified about the posted complaint.
