Lenovo — Not providing service doing false commitments by customer care and service center executives

I am a user of Lenovo Ideapad S-145 laptop, My laptop top is not working properly since day one I have purchased this laptop I was facing a hang and blue screen error. several times I call regarding this issue but did not get any resolution.

On 28th May 2021, I call to their customer care at that time my laptop is completely blank when we try to on this it is just blank num lock and the caps lock light was also not shown I was not able to go on the boot menu as well your customer care executive check the complete issue with rescue lens and ask that within 3 days executive will come and change the motherboard and charger then my issue will resolve after 3 days when your executive did not come I call to you the customer care you executive was informed me she will again check and told me to wait and till Friday. On Friday 04/06/2021, when I call then I get to know my complaint was closed whiteout informing me anything then you executive was reopened after check my complaint and told me that the executive will come on Monday then again when I called the said approval is pending then they will send an executive whenever I ask to arrange a call back from senior they inform that it is not possible until I send mail but I have never received any call or reverts on my earlier mails. finally, on 08/06/2021, your executive reaches my place with parts but he won't replace the parts and not tell me why this issue has happened. He told me to take the laptop under observation for 3 days if the issue will again arrive then they change the parts. In these three days, he kept the parts with him. On yesterday 09th June 2021, I was sent videos and images to Virender your service executive he told me that we have to uninstall and reinstall the window on weekly basis, and for more, I have to call customer care. When I call customer care she asks me to send the video that video and image I was forward her on mail she assured me that the executive will come to my place today[protected] on first-half when I asked her to sent the executive to my office address which is also in Delhi she said it is not possible and told me that the request is already processed she can't able to send the executive at office address then I asked her that I am taking leave just to fix this issue but make sure your executive will come she told me that it will come surely and I will receive a call from your service center in the evening again I called to confirm the same your executive again confirm me that service engineer will visit my place on 10/06/2021.

Today 10th June 2021, when I called customer care at 10:30 that I haven't received a call she said the executive will reach my place for sure. Then when I ask her she asks me to call the same service engineer which is coming to my place earlier when I call him he said he doesn't receive my complaint and he will not come to resolve the issue. then she asks me to call the service center I call the service center whose number was provided by her while taking her on a conference call. We both spoke to the service center they said they already return parts to Lenovo and they don't send an executive to my place. First of all, sir, how should it be possible as a service engineer told us earlier that they kept my parts with them for 3 days and confirmed it by customer care as well. Secondly, if your executive is not confirmed then why they gave me surety of your service engineer will come when I was already told them I am taking leave only to fix this issue. After all this, she told me that the executive will come to my place till day end. but I haven't received a call back till now.

Their customer care executive always said that I will get a call back once I send a mail otherwise our team leader will not call when I ask than to arrange a callback. When I send a mail then also don't receive a callback. I need a call back from you guys from some responsible person as I was facing an issue with my laptop from the day one of purchase and as your team confirmed to me earlier I need service on[protected] as I take leave just because of this. but they don't come and provide service to me.

On 10th June and 11th June, I was sent more than 15-20 mail to them then I received a call from Mr. Vikas while during the conversation again I got a blue screen error I was also informed this to Vikas and Mohd. Taha Madni those were on a conference call with me I was also sent the video and image of the error which I was received on 09th June to their customer care and their service executive but on 12th June again they send the same executive Virender to my place to replace the part and resolve my issue but he came and said that the issue needs to appear in front him so he doesn't give me a service. He was not ready to sit and check it properly.

Now, they said that we are not going to provide the service to you and if you want a service then visit service center and you have to pay accordingly. and all videos and case which is log in between the service period and they fail to provide service what is that.

kindly assist me with the same.