Lenovo — complaint of jovi tronix lenovo agent in egypt

Address:

11321

Lenovo company,
I am mogahed abdel aziz, i have a complaint about the quality of lenovo mobile phones (Model a7020) as well the customer service of jovi tronix company (Lenovo agent in egypt).
I bought the lenovo mobile phone vibe k5 note, model no. A7020 s/n1: [protected] s/n2: hb0pqjfk dated: 1-jan-2017, guaranteed by jovi tronix company in egypt.
After 11 months, i noticed a yellow color at the right side of my mobile screen, then in 23-dec-2017, i sent my mobile phone to jovi tronix branch in cairo, heliopolis, to check (With all needed documents proves that it is still under their warranty), they received my mobile phone and gave me the stamped receipt no. 098708 (Attached to this email) and asked me to follow its status with their call center 19482.
My first call to jovi tronix' call center, they reported that my mobile's whole screen needs to be replaced and i have to follow up with call center again within one week.
After one week, call center reported that there is no feedback from branch.
Two weeks ago, call center reported that the screen has been received and i need to visit the branch to check to receive my phone.
Next call to call center, after 3 days, they reported that the screen is not yet received!!
Another couple of calls reported that the jove tronix has a problem with lenovo receiving the needed spare parts.
Till now, i am waiting for nothing, bad device screen and bad agent customer service (From 23-dec-2017 till today 27-jan-2018) and there is no guaranteed date to have my mobile phone back.
I cannot trust jovi tronix customer service as well their integrity dealing with customers (As one agent reported that spare part is received and another agent reported that spare part is not, all calls are recorded in jove tronix system)
I need a final solution to have a new mobile phone instead, as it is an industry defect and a long unacceptable waiting time.
Also, it will deemed affect lenovo name and reputation in egypt.

Mogahed abdel aziz
[protected]
[protected]@gmail.com