Lenovo — complaint regarding lenovo yoga tab service delays

Address:

Ghaziabad, Uttar Pradesh, 201001

Dear sir/mam,

It is to inform you that i have purchase the lenovo yoga tab with manufacturing serial no#hgad38qz in may-2017 and thereby facing multiple issues with the same.

Enclosing the complete details regarding the same. This is a bit longer so please spare some time to go through complete details in order to have better understanding of the issue:
- initially facing issues with the volume button of tab i. E. Both low/high volume button not working. So on dt: 26-oct-2017, first visited your service centre (Shreeje enterprise, rdc raj nagar). Thereby they checked the tab and advise me to collect the same by evening. (Job card no#ldel[protected]
On same day in evening i collected it and when asked for the cause the head/owner there talked rudely that better to check whether all working fine or not and leave about the cause
- instead of arguing on the cause i thought better to check the things. Volume button working fine so i took the tab back to home
- when next day configuring the things then observed that display option/screen resolution and wifi connectivity options stop working. By screen resolution i like to state that when increasing/decreasing the brightness then it’s not working at all i. E. Remains unchanged
- so again on dt: 28-oct-2017, i visited the centre in morning around 11:30 am ist. They again told that need to submit the tab and they will check. Hence i submit the same but they told as today lot of crowd is there so manually fill the sheet and they were not able to provide me the job card no# as it will be taken care of against old job card of 26th oct only
- i do faith on them and left from there. But till evening when no update came from their side so i re-visited the centre. Thereby their head told me that today didn't get time to check, hence they will revert on this to me by monday. I again asked about job-sheet no# for my reference but he again told lot of crowd today please understand. Again i do faith on them and left without the job sheet.
- due to some urgent work, i was not able to visit the centre for next few days and they also didn't intimated me about the progress
- so when on dt: 02-nov-2017, i visited the centre (4th visit this time). Then the engineer there told me that he tried updating the software and then also option not started working. Hence they are now waiting for some new tab to came in centre and then they will compare the option then.
- this bring me to surprise i. E. A technical person just waiting/depending on some other set availability to check the basic feature and software updates to resolve the hardware related issue. If i might not visited the centre on that day also, then they are not going to pay any attention on that.
- i then asked them what the silly excuses they are giving to me. Did they intimated lenovo about the same or whatever process they have to follow did they followed that, but they have no answer to it. And their head usual reacted arrogantly that it’s our issue he will take care, now leave the tab and wait for the answer. No other option with me.
- i don't understand is that the way of talking to customers?
- then also i calmly reacted and ask them to provide me the job sheet no# and mention in that, that tab was with them since 28th oct and they are not able to resolve the issue. But they denied mentioning the same and provide the job sheet with the current date only (Job card no#ldel[protected]
- then i left from there and received a call from them in evening that possibly an issue with the motherboard, so they will update me by next day
No update received on next day also
- by that time i contacted lenovo care via twitter also. There the team responded me that they escalated the issue and on 04th nov i received a call from a person from mob no#[protected]. He me that calling from senior team and want details regarding my issue. So i detailed him all the things and he ensure me to get back in 30 min. But no update from him as well
- then on 04th nov 2017 itself, i contacted lenovo customer care and had a talk with lady executive. Thereby i stated above incidents to her and she taken the service centre person monica in conference. There miss monica ensured that tab issue resolved by updating the software and they tested it well. So i can come and collect the tab but she was not able to explain me the exact cause over the call as well.
- i get ready to go and pick the tab but by the time proved to you lady executive also i. E. How lenovo centre people talks and do work. So lady provided me escalated incident no#[protected]
- now when i visited the centre and checked my tab. Then in first touch only i get to know that issue remains unresolved. Don't know what they tested again and why making fool of customer.
- i didn't collected the tab and re-called lenovo customer care and informed to male executive there about the issue happened. He ensure me to escalate the same to senior management and ask me to drop the mail with complete story. I done the same on same day but then also to-date no updates received
- after that i received a call from their feedback department as well regarding service done on 26-oct. I told to lady excecutive that issue still persists and no one hearing. She also ensured to esclate the things but then also no response
- yesterday i called to customer care again, they put me on 30 mins hold then executive ensure to turn back in 40 mins. But its now 18+ hours no response
- today i re-called customer care, new executive there. He is also demanding time to check and ensuring to esclate.
- mean time i am emailing to their email ids as well but no response from there. Even lenovo not acknowding the email took

So don't know what is the meaning of esclation in lenovo directory. Its being 15 days now that my tab is in service centre and i have no updates regarding the status. If they are not able to fix the things, as the product is in warranty so they should provide the new tab.

Hence request you to please have a check on the concern and help me getting my tab back

—
Best regards

Amit