Lenovo — Lenovo Laptop - Harassment and faulty piece delivered

Address:	Mumbai City, Maharashtra, 400097
Website:	www.lenovo.com/contact/in/en

Lenovo Dahisar Service Center (Onwe Mr. Ravi and Neelu) Pathetic service and just cheating with consumers

Pasting below full story below
Occurrences:

This is to inform you about the misconduct, breach of trust, misguidance, unethical and non professional behaviour, false information, cheating, harassment, fraudulent activities and much more which are carried out and experienced in person at the Lenovo Dahisar centre - conducted by claimed owner Mr. Ravi, his wife Neelam and their respective team.

Gist of activities which are leading me to approach you:

On 4th Nov 2016, we have given our laptop (details mentioned above) to the authorised service centre of Lenovo at Dahisar for the mentioned problems (related to product issue). The laptop was given by Mr. Himanshu Soni (my brother) by mentioning details of the course of problem faced and other details - few of them: battery getting drained much faster, blot mark on screen and ? mark key which works sometimes and suddenly stops. One of the prominent detail was the password - which Mr. Himanshu had written on their sheet to provide access to the laptop and he also orally mentioned to them incase they need to write as safe. The same was acknowledged by Lenovo team
On 10th Nov 2016, i.e. after waiting for 6 long days and after repeated calls we understood that there is absolutely no progress made and neither was any remedy provided
Finally, on 10th Nov 2016, we decided to go to the service centre as we started feeling very suspicious as the claim they made on phone. Few examples - Laptop is completely damaged, Screen will be replaced not battery and after some time vice versa, Keyboard is working normal and no remedy required and after some time suddenly it stops and cannot be replaced and the story went on..
After reaching the service centre we understood there are many people like us who were in wait and have not received any requisite attention. We asked the attendant about the problem and she just came and gave us the laptop as is, as we had given on 4th Nov 2016 without any resolution or remedy. When asked she mentioned that on 9th Nov 2016 they were calling Mr. Himanshu for password and his phone was not reachable, this we think is blatant lie as we have been calling them and asking for all requisite updates. We also tried asking them to provide us the call brief record of your call details and they mentioned they do not keep any
Post some conversation we were then made to meet Ms. Neelam (wife of Mr. Ravi - owner) and she repeatedly mentioned that because of password issue they could not do anything for which they took 6 days to figure out and on phone there were other stories. After, some time she agreed that its her fault and she should have taken some actions earlier but they were busy or missed our sales action.
We asked Neelam about problems and one of the prominent problem of Keyboard where the Question mark key (?) is not working - she mentioned that its accident case and they do not cover and engineer have checked and they cannot replace the entire body as that is not covered. We found this completely false and started asking her how is that possible for just one key which is not working becomes an accident issue or damage issue. They finally called in their engineer and who was highly rude and reluctant to understand the problem. There are few gestures also he made which was highly unacceptable being completely their mistake.
We started questioning them about why it will be not covered and all they had one answer is its not possible.
After long discussions, finally, Ms. Neelam had admitted that its their fault and they will replace our each part i.e. LCD screen, Battery and the keyboard and told us to wait and she will put an order for same. After brief time she came out and she mentioned that she has placed order for all three of which keyboard being at her risk and as and when the part will come she will notify us
Post the assurance from wife owner we left confirming that all the parts will be replaced and i need not worry further. I had specifically mentioned to Ms Neelam to let me know if this is true as i cant waste any more time, however, she did mentioned that she has placed the order and within 7 days all the parts will be replaced as soon as I get my laptop back. Also, they will keep us updated with status for each part received. I also told her can she give me in writing, she mentioned that she has already put orders and not to worry and finally before leaving I told her that we would be trusting on her words and left
The story did not change, as usual my brother had called up and was received update that two parts are already here (i.e. LCD screen and Battery) and are waiting for Keyboard, on which he told her that once all part comes we will come and get same replaced. Hoping that things were sorted we were waiting in assurance.
On 13th Nov 2016, Mr. Himanshu received an email from Ms. Anju Choudhary stating the regret of keyboard cannot be changed as not matching some criteria and is damaged and acknowledged by you. Also, again they tried calling multiple times to Mr. Himanshu but there was no response and it was mentioned in blunt way that come and collect in 4 days or they have to cancel respective service order. This is something very serious note as for 10 days they did nothing except fooling us and the mail in which had written just demonstrates how unethical practices are followed at centre. Within few minutes i had to call her and she had transferred call to Mr. Ravi (owner) who without knowing the conversation which we had was asking Ms. Neelam about the updates and then replying to us. He also mentioned that we will not replace and you can do whatever you can as we do not guarantee anything. I also asked that let me speak to Neelam as she was the one who gave me commitment, however, one more lie they told that she was not there whereas in call Mr. Ravi was continuously being heard taking advice from Ms Neelam and supported engineers behind the fraud motives
On 14th Nov 2016, we finally went to the service centre and Ms. Neelam and Mr. Ravi came and all i told Ms. Neelam that i made her hear her own recording which mentions clearly that she mentioned she has ordered all parts and we need not worry. The reason she gave was more shocking that the audit has cancelled the order and rejected and she cannot do much about it. So, question i asked then why she was all way bluffing that she will replace at her own risk to which there was absolute no answer. As we were already in so much of pressure and loss of time, energy and almost we lost all hopes arguing to someone who do not care about customers we decided to take whatever available and leave. I also mentioned to Mr. Ravi that its very frustrating to go through all this and i am going to put up a complaint for which he was like yes you should. After nearly an hour of wait we received our laptop with may be new screen and battery and unresolved key button.

It is with so much pain that we buy something that will last good and within a year almost the entire laptop had problem. I thought as a Lenovo brand your authorised centre would have said that since there are so many issues we will replace entire laptop for the trouble which lenovo and team provided but story there was NO SORRY NO APOLOGY, IT IS YOUR PROBLEM YOU TOOK LAPTOP NOW YOU PAY MORE PRICE AND WE WILL KEEP LOOTING YOU.

AFTER EVEN ASKING THEM PRICE THEY WERE RELUCTANT TO MENTION SAME

Really ashamed the way things have progressed and i am sure that i will never in my life buy such a laptop and will never ever recommend anyone to do so.

So my unrealised questions -

Why is the authorised centre not capable of answering simplest of questions
Why do they provide wrong information to customers
Why do they commit and then turn their back
If there are serious problem in Laptop, does not as a brand Lenovo should replace the Laptop or is it that all defect were shipped?
Why are we kept in question mark situation and have to come down to service centre to just ask any questions?
Endless calls needs to be made to their Service centre just to find the status? why?
After spending such a hefty amount of Rs 50, 000 is this what service we will be getting?
How do i confirm the parts which has been provided will last for at least one year post warranty. As that what needs to be happen?
Even after having onsite engineer support, why is customer being harassed to do the remedial actions from his place?
Why is there no clear norm of when will engineer visit in case of on site?
What does accidental warranty cover?
Is keyboard on key not working is accidental or damage warranty? if Yes, where is the documentation?
Are all the documentation available on public domain?
Why are T&C of coverage not provided by you while purchasing?
Why do your marketers say that engineer will come to your doorstep in case you face any issue?
So many burning hidden questions and no answers for same?

Will be stopping here but will require what further actions you will be taking and what is the course of remedy which will be provided in this case for my laptop.

Please note:

I will not be visiting any of your centres, as this has being a nightmare experience, in case you further expect me to go to resolve my issues.
I HAVE ALL THE RECORDING AND CALL RECORD PROOFS. Here, I am attaching the voice recording of Ms. Neelam mentioning that her commitment of all three parts which will get replaced.
Do let me know if you would like to have all the recordings and proofs of above mentioned pointers and will be happy to share all one by one (note - file size for few are high)

I would like to hear from Lenovo team about remedy which would be taken within next 7 days i.e. on or before 1st Dec 2016 (being bit lenient unlike Ms. Anju, Ravi and Neelam) who had provided us only 4 days.

If I do not receive any remedy and actions within mentioned time frame, which i believe your team will be taking, then unfortunately, i will be putting my case to the Consumer court with all records as well as on the public domain with all respective proofs.

[protected][protected][protected]

Response from Sudipto
Firstly, I would like to thank you for considering Lenovo and reaching out to me.

I understand and regret the inconvenience that you are facing. I am connecting you with a special services team that I have created, to manage such issues with urgency and speed.

Please expect a Lenovo representative to contact and support you with fast and appropriate action.

This team’s top most priority is to deliver to your expectations and resolve all the issues. I would like to thank you again for being one of our valued customers and assure you of a speedy resolution.

Thanks & Regards,

[protected][protected][protected]---

Thank you for your time on call!!!

As discussed, we understand that you visited to our service center as machine is having multiple issue, and after validating team has placed the order for the same.

However as there was a damage on the machine, we will not be able to support for keyboard, request you to please get in touch with our service center so that they can help in fixing the damage on chargeable basis.

We appreciate your understanding in this regards.

Note: Please find the attachment of the service report and accidental damage warranty policy.

Thanks & Regards,

Vinod Kumar
Special Services Team
For Executive Director – Services
Email ID – [protected]@lencare.co.in

[protected][protected][protected]

My response

Dear Vinod,

Thanks for taking out such a precious time to talk to your team only to understand how you can put the customer in trouble.

In the call i had clearly mentioned to attach all proofs which you just decided to have a paper, a serious question, I DO NOT HAVE THIS SHEET and your service center has given me some other sheet, HOW DO YOU HAVE ORIGINAL?

Anyways, after writing clearly about how we have taken for ride, you came out having no inquiry done at your end the harassment i faced.
You also mentioned that all the orders were itself ordered the next day and again failed to attach any proof.

Its really no crying aloud our grievance to people like you.

Sudipto,

What an assurance you gave, its just a shame on your part that after so much of explanation of what we gone through your team has no courtesy. Finally, you made it clear that all you people are just here to fool us around.

Vinod, as mentioned clearly to you and you accepted further without providing any proofs to you as this will just be falling to deaf hears. As per your confirmation which you gave me over phone, I will be attaching all this records to Consumer court as well as on open domain.

Thank you for wasting my precious time, i Hope you guys be punished for all.

[protected]----

Worst people with absolutely no regrets of open fooling.
Shame