| Address: Mumbai City, Maharashtra, 400104 |
I am writing this in reference to the harassment i faced at the hands of employees at lenovo exclusive store, mg road, goregaon west, mumbai.
On 5th august, saturday, i had gone to the store to ask if my laptop, which had some issues, could be repaired. The man at the shop said that he could. I explained the issue to him. I told him that i felt that my laptop was infested with virus because when i was typing, the cursor would go back to the top of the page by itself. Web pages and other applications would scroll up by itself. Folders would get selected by itself.
The man said that it was not a virus issue, that the keyboard would have to be changed. I agreed. He said that he has been working for many years and even though people think it is a virus problem, these symptoms are usually related to the keyboard. I agreed to change the keyboard and paid for it. When i checked in the store, the laptop seemed to be fine.
I left my old keyboard at the store.
The man then said that he also felt that my laptop had virus in it. I told him that i had bought avast antivirus. He said that free antivirus would not work. I repeated that i had bought the antivirus because i indeed had performed an online transaction to avast and had paid them some amount above rs.1000 and around it. He asked me to run a scan on it after i reached home.
At home, after twenty minutes o[censored]sing the laptop, the problem started again. All the earlier problems i mentioned resurfaced. I ran a scan. It did not show any results. The store was closed on sunday. I went back on monday. This time it was a different man there. He immediately said that the problem was of virus. I repeated to him that i had told in the beginning to the other man that it was virus infestation and in fact it was his employee/co-worker who had said that it was a keyboard issue. He said that it is a keyboard issue in 99.9% of cases. He then made fun of me saying that my antivirus was free. I repeated that i had bought it. He said again, in a condescending manner that it showed 'free'. I asked him to look into that problem too because it meant that avast had taken money from me but had not given me their product. He said he would look into that too. He said that the laptop would have to be left there for a couple of days. I agreed.
On 9th august, they called saying the laptop has been repaired, the system formatted, an anti-virus installed. I went to collect the laptop. Both the men were present there and both of them were hostile to me. The first said that he had from the beginning said that the issue was that of virus. I was shocked at this lie. I reminded him that the first thing i had told him was that i thought it was a virus problem and that he was the person who was absolutely sure that the problem was that of keyboard.
The other man, continued in his condescending tone that the keyboard had problems, that the backspace was not working and some keys weren't working. I had not experienced these problems at all with my keyboard. Nor had i even mentioned these. The man repeated that my keyboard was not functioning. 'it is as simple as that' he said. I asked him to replace the new keyboard with the old one and show me the problems that he said the keyboard had. He refused to do that.
I was completely aghast. It was impossible to talk to both the men there because their attitude was becoming even more hostile and condescending. When i pulled out my card to make the payment, he said that he couldn't take my card. I told him that the previous time i had paid through card. He then lectured me about how he would incur a loss if he took payment through card.
They had not checked what the problem with my anti-virus was and continued making snide remarks about my statement that i had bought an anti-virus. When i asked if the premiere-cut-pro software that i had purchased would continue functioning after the formatting, they refused to provide any answer. I left the shop completely dejected due to this treatment.
I have not faced such a behaviour from any of the lenovo showrooms. I don't understand why these men behaved that way with me, their customer. Why were they lying through their teeth? Why were they speaking in such a condescending manner to a customer? If what they were saying was true, why did they refuse to demonstrate the problems with my keyboard?
Please look into the matter as soon as possible. No customer should be treated this way. They owe me an apology and should co-operate with me and check the problems with my laptop.
Thanks.
Lenovo customer support has been notified about the posted complaint.
