Lenovo — Unreasonable SLA and Poor Service

Address:

Ahmedabad, Gujarat

I want to bring to your notice a poor service experience I am currently undergoing. I have an issue with my LCD Cable with my laptop (see complete details below). My company (based in San Mateo, CA USA) has issued me this high end laptop as we use Lenovo PC company wide. I called Lenovo helpline which helped me with my local Ahmedabad contact Mr. Neel Modi at the authorized service center(Truvision Bodakdev Sales & Service). I am working almost 6 days a week and working remotely from Ahmedabad means laptop is the only way I can work. Mr. Neel that if this is a LCD Cable issue it will be taken care promptly at the Care In service center. On Wednesday 6th May before going down I called in the morning and Mr. Jasmine answered the call. I had called to ask if I can get an appointment and I will make sure to show up at that time – reason being me working on the laptop is very crucial for my business. My problems with the service quality stemmed once I reached your service center around 3 pm on Wednesday 6th May. Mr. Jasmine was on the front desk and he asked me to be seated. After about 10 mins, I requested if someone can look at my issue and I had explained the time criticality of the issue to both Mr. Neel and Mr. Jasmine. He did talk to me and look at the serial number and still had to call someone and ask the following question: “The laptop is under global warranty but does it mean India is covered?” I would not mind as he wasn’t asking this to me, but it took him 10 mins on the call to even get this answer. I would not know what kindof systems does he have to confirm this. I could quickly figure out my warranty on the Lenovo website with the below details. After that he saw the issue and he was confident that it an issue with LCD Cable. I was like great, that’s what the Lenovo agent told me too so can you replace it? He said that I will have to wait for an hour before his technician can replace it and it will take them 45 mins only to open the laptop. On my insistence that I don’t have that much time and that’s the reason I called so many times in advance. I find his scheduling and the estimates of 45 mins ridiculous. For a laptop as expensive as this the service quality has been ridiculous. He absolutely refused to help me or give me any solution. I later quizzed him if this could be a simple issue as fixing the LCD Cable or needs to be replaced, he said it could be fixed but as it takes only 45 mins to open, he said I would need to wait almost 2 hours. For a laptop 3 times the price of an iPhone, I don’t expect the service quality of an apple store but I do expect someone even opening one screw and checking on the problem especially when I called and travelled quite a while to reach your service center. It was obvious that I am from California and here for a short while so would need the issue addressed ASAP, however all Mr. Jasmine tried to do is push off and not assist. Finally Mr. Jasmine took down my details and he said someone would call me. I was given no proof of whatever request he took, no emails or sms also after that. Today its 11th May and 3 complete working days have passed and still no phone call and I am still struggling with the issue. I am frustrated with your service and the lethargic attitude of Mr. Jasmine which was everything but customer service or customer centric. I am hoping you could look into my complaint about the service experience. Your product is in warranty ThinkPad T Series T540P Valid from:[protected] Expires in:[protected] Serial Number: ********* Warranty Type: ***