[Resolved]  Lenovo — lenovo customer service

Address:

Pune, Maharashtra, 411028

An authorised service centre cheated me. My phone touchscreen was rendered useless while fixing another issue.

The complaint was raised to the call centre. They asked me to send details to a certain mail id. The issue was sent to the escalation team.
1. The response form the escalation team was very slow. I had to call the call centre to check status.
2. I received a call by the escalation person kush. He asked me for details, which i mailed him.
2. After no updates for some days i again called the call centre and i was told the case is closed. There was no information sent to me. They said the escalation person will call back.
3. I did receive the call from kush but from this point onward nothing looked good.
A. He seemed to be in a hurry to close the case.
B. He was clearly favouring the service centre.
C. He sent a closure mail, which gave all incorrect reasons for escalation and closing. The mail never even mentioned that i have raised a concern about being cheated by the service centre. The reason for closure mention was, surprisingly, "the phone is no longer in warranty, so the warranty claim is invalid"!!
D. I sent a mail to the service head. I received a response (A call).. From kush!!
C. He again said the same things. He wrote the same closure report. "the phone is no longer in warranty, so the warranty claim is invalid"
D. I was flatly told that i have no other option for escalation. This is the highest point of escalation! I told me to never call me back, while i again mailed the service head.

Since then i have not picked up my phone form the service centre. I have never any calls from the service centre in this regard.

Excerpts of the mail from kush kumar 24/07/2018:

Greetings from motorola-lenovo!

As per our telephonic conversation, we understand that you have visited service centre and service centre denied service in warranty. We apologize for the inconvenience caused. Your has phone display issue and we are sorry to know about the same. We would like to inform you that any type of damages will not be cover under warranty, so once our service engineer declares it is a damage then it should be done on chargeable basis only and service centre already informed about service cost estimation but you are not willing to chargeable basis service so for from our end we are closing this case.

We appreciate your business with motorola.

Thanks and regards
Kush kumar
Advanced resolution team - india