Lenovo — Poor After Sales Service and Non Replacement of Defective Product

Address:

Mumbai City, Maharashtra

Following is the extract of my mails with Lenovo. Please read the mails from the bottom As you can see, nobody seems to be interested in looking into your complaints and they just give you false assurances, buy time by asking you to call later and never call back Attention : Mr. Sudipto Ghosh Dear Sir, As I excpected, I have not recieved any response whatsoever from Lenovo. Mr. Deepak (+[protected] was not reachable since morning. He once picked up the call at 11.58 p.m. and said hes travelling and would call back on reaching office. But he never called and his phone is constantly busy. Finally after 13-14 attempts he picked up the call and gave me a stereotyped answer that the technical team is still studying the matter. It was clear that this matter has been taken quite casually and overall nobody seems keen to look into the complaints of customers seriously . The way your representatives talk to the customers is a test of patience and good example of how to avoid customers and fool them around for days with no intention to help My address is given below. Please send your person to collect your handset defective or otherwise and give me my money back. The invoice for the same is already attached in my first complaint. The kind of mental harassment meted out to me in the last one month (I purchased the handset on 10th May) I would neither buy any Lenovo product for the rest of my life or recommend anybody to buy it but also inform about the pathetic after sales service of Lenovo. I am putting this issue on all the websites dealing with consumer complaints by evening. Thanks and Regards Arati Nagvekar - Legal Counsel Services_ED [protected]:52 Send To: "arati.[protected]@teyma.abengoa.com" <arati.[protected]@teyma.abengoa.com>, MIDH Care <[protected]@lenovo.com> cc: Subject: RE: Problem with WLAN Direct Dear Customer, Firstly, I would like to thank you for considering Lenovo and reaching out to me. Hi Team, Please look into this case ASAP. Thanks & Regards, Services-Executive Director Email ID - [protected]@lenovo.com _________________________________________________________________________ From: arati.[protected]@teyma.abengoa.com [mailto:arati.[protected]@teyma.abengoa.com] Sent: Friday, June 06, 2014 10:32 AM To: Services_ED Cc: MIDH Care Subject: Fw: Problem with WLAN Direct Attention : Mr Sudipto Ghosh (India Services Executive Director) Dear Sir, With reference to the trailing mail, please note that I have received pathetic response from the Company. First of all I called the helpline number on 3rd June 2014 in Mumbai and was asked to visit the Service Centre to resolve my issue. When I requested for online technical support, I was given reference of one number for technical assistance. I called that number but was unable to reach it. It was [protected]. I again called the helpline number and informed that their number is not reachable on which I was given the number of one Mr. Zulfi.[protected]. On talking to Mr. Zulfi, he gave me number of Mr. Deepak for technical assistance which turned out to be the same number ([protected]) as above which was not reachable. Finally I somehow managed to get in touch with Mr. Deepak. On talking to Deepak, I was further disappointed. He also asked me to visit the Service Centre. When I asked him for online assistance he gave me the number of Mr. Irshad. [protected]. I haven't been able to reach that number till today. On 5th June I tried to call Mr. Zulfi to follow-up the matter and I was assured thrice that my problem would be sorted out by 11 a.m. Finally I waited till 2 p.m. and called Mr. Zulfi myself. I am attaching the audio recordings of the calls for your reference. . Finally I was put online for technical support. It would be better if you hear the technical assistance audio yourself. That shows that your customer care has a stereotyped reply of asking customers to visits the service centres without understanding the nature of the problem or even trying to listen to it. I wonder how my problem would have been dealt with at the service centres when the technicians don't even know the inbuilt featues of the handsets I am surprised how poor customer service a multinational brand like Lenovo is providing to its customers by just fooling them around and taking them for a ride. I consider it to be a big mistake having trusted a brand like Lenovo which is just a new entrant in smartphone market when I actually had the budget to go for Samsung Note or an I-phone. I definitely want to take this compliant to higher levels. My next mail would have all your international managers in loop. Its high time everybody knows how badly customers in India (which is one of the biggest prospective market at international level) are treated and how their indian counterpart is bringing disrepute to " Brand Lenovo" Please note that I had been to your service centre in Thane even before i.e. on 17th of May with the compliant that my internet works terribly slow on the new Lenovo phone. After upgrading the software and doing a couple of trials to make it work, the person there informed that the phone is not compatible to provide good speed with a 2G Connection and I was advised to go for a 3G connection. If this fact is made known to the customers before they buy the product, they would think a couple of times before buying it. Kindly note that if I use the same 2G connection which works slow on my Lenovo Handset on my two year old phone i.e. Samsung Galaxy Ace Plus, it works perfectly ok Also the long battery power as shown in your commercial is absolutely sham and has nothing to do with reality. I wonder if all the S820 handsets are facing the same issues or its only me who is suffering because of defective handset. I want my problem to be dealt with as follows: 1. Kindly send your technician to my office or residence to address the above two issues OR 2. Kindly provide me a replacement of handset or my money back. Because the kind of problems I am facing in the first month o[censored]sing the product, I cannot imagine what problems will come through in future. Also please note that I dont want any phone calls asking me to go to your service centres firstly because the technical staff is ill-informed if the technical issues ( as you can hear the audio recording above) and secondly I am not interested in pursuing the compliant at your service centres because after all the mental agony I have gone through for the last one month while using your handset, its your duty to get my problem sorted out at my door step. Thanks and Regards Arati Nagvekar - Legal Counsel ----- Forwarded by Arati Nagvekar/Teyma/Abengoa on[protected]:58 ----- Lencare [protected]:47 Send To: MIDH Care <[protected]@lenovo.com> cc: Services_ED <[protected]@lenovo.com> Subject: RE: Problem with WLAN Direct Dear Customer, Greetings! We regret to hear the technical issues that you are facing with the Lenovo Phone. For technical Support, please contact: E-Mail ID: [protected]@lenovo.com Toll Free no[protected] Thank you for your understanding and cooperation. ______________________________________________________________________ Thanks & Regards, Lenovo Customer Care, India. Please note that any E-Mails with attachments exceeding 10 MB will not reach us due to limitation in the Attachment Size. From: arati.[protected]@teyma.abengoa.com [mailto:arati.[protected]@teyma.abengoa.com] Sent: Monday, June 02, 2014 10:15 AM To: Lencare Cc: Services_ED Subject: Problem with WLAN Direct I purchased Lenovo Smartphone S 820 on 10thMay bearing IMEI No. [protected]. I am attaching invoice for the same. I am facing problem using WLAN direct in this phone. When I try to send or receive files using WLAN direct, my phone gets paired with other device. But the files cannot be transferred. When I try to recieve files from other phones using WLAN Direct, the other phone shows a message "waiting to send" for sending files to my phone. But the files are not transferred. I do not know if its a problem with the lenovo handset. But I need to get this problem sorted out at the earliest. I request you not to advise me to visit your service centre for this issue and solve my problem with online assistance or provide me the number of some dealer in Dombivli (Thane District) Maharashtra who can look into the matter. Because the Lenovo service centres in Mumbai are so less in number that is is difficult for Lenovo users like me to spend hours to travel from one end of the city to another to sort out our problems. Request you to kindly look into the matter at the earliest Thanks and Regards Arati Nagvekar