I am not a kind of person who would get frustrated easily. I have high level of patience. But ‘Lenovo’, you are successful in testing my patience and making me lose my calm. Kudos to Lenovo for being able to do that. I was recently checking an advertisement by Lenovo, the advertisement says that the products are well engineered and they are totally reliable. Indeed this is what I thought when I bought a G50-70 series laptop in august 2014.
I was really happy with my laptop. The tagline of the company is “for those who do”. Indeed, your products are for those who commit sins because once they buy Lenovo a product, their suffering begins. I bought my laptop in August 2014, being a student; it was a very expensive purchase for me. That year I was preparing to qualify for MBA program. Fortunately I did and my laptop became my partner in good and bad times. From exams to recreation, it was with me. The problem began in June-July 2015 when my laptop refused to start. I called up the customer service that the informed me that a technician would visit me and change the motherboard as it seems to have developed a fault. Little did I know about the dark future? The technician came after almost a week and changed the laptop. Woopie.!
My partner was back to life now. But he warned me that this series of laptop develops this fault again and again. I was least bothered about it. The reason why that didn’t scare me was because when I purchased this laptop, I was told that I am getting a 2 years warrant, all I need to do is send a copy of my bill to an email id to get this registered. I did it and I received a conformation from Lenovo regarding the same. So I was at peace that nothing can really go wrong. Now after 6 months, the fault has developed again and I called Lenovo to get a replacement again and what are they telling? Well, “Sir I am really sorry but your product is out of warrant”. Excuse me? Did I hear it right? What about the extended warrant? “Sir we do not have any record of it” Oops…what do I do now? I have my exams started after 5 days and all my notes are on my laptop. “Sir, there is nothing we can do” that’s how they say, we don’t care. The service is totally appalling. On asking for a supervisor, they disconnected my call twice. DO YOU EXPECT SUCH A SERVICE FROM LENOVO?
I was appalled and disturbed. I emailed their so called “Executive – Director Complaint team” Below is my email –
For Services-Executive Director Email ID - services_ed@lenovo.com -Original Message- From: S* Sent: Tuesday, February 02, 2016 11:54 PM To: Services_ED Subject: Heights of incompetence
Hi,
I am writing to you in regards of the issue I am facing. I bought a Lenovo g50-70 series laptop in august 14. It was great and I actually bought two of them, one for my personal use and one for my father. Both worked great. I loved it and I was convinced that I am going to be Lenovo’s loyal customer. I was also promised with an extended warrant with both the laptops and I registered for same and got a confirmation from Lenovo as well.
But my nightmare in July 2015 when my laptop refused to turn on. I called up Lenovo support and they informed me that they will have to send a service man to my premises. When the guy came, he informed me that the laptop's motherboard is faulty and he replaced the same. It was quick and swift. But at the same time he informed me that it’s a common defect in this series laptop. I was least worried because of the support I received but yesterday, after almost 6 months I am facing the same problem again. My laptop isn’t turning on and your service Centre people tell me that the warrant was valid only for one year and there is no record of extended warrant. That’s a total disgrace.
To add to this, I am a post graduate student and I have my exams from Sunday and guess what? I do not have a laptop to study for my exams. So basically I am left without a laptop and access to internet for almost 15-20 days now.
Also I would like to mention that I recently launched a start-up called*.com and I was planning to purchase Lenovo laptops for my business but I don’t think that I want to deal with a company who is so incompetent that they deliver faulty products to the customer, a company who is totally unreliable and a company who can’t mAnasultange warranties.
I would like to escalate this to highest possible level and be assured that I won’t ever buy a Lenovo product for rest of my life. Not just this, I will ensure that none of my friend or family even visits Lenovo outlet or enquires about a Lenovo product. I would also like to hear from you at the earliest.
I would be posting the same on Facebook and I would be posting this in our college magazine which has almost about 3800 students and faculty subscribed to it.
Number-98*02 Serial yb04508420
I received the following reply On 04-Feb-2016, at 6:07 pm, "Special Services" specialservices@lencare.co.in wrote: Dear*,
Greetings!
We deeply regret to learn the amount of inconvenience you had to undergo.
However we are positively interested in resolving your concern.
As informed by you in mail that you got the confirmation from Lenovo regarding extended warranty, kindly share the same so that we can coordinate with the concerned team.
Please is rest assured we shall resolve this case at the earliest and shall provide a concrete resolution as per your satisfaction?
Thanks & Regards,
Meenakshi Special Services Team For Executive Director - Services Email ID - specialservices@lencare.co.in
From: Services_ED [mailto:Services_ED@lenovo.com] Sent: Wednesday, February 03, 2016 2:53 PM To:* Subject: RE: Heights of incompetence
Dear*,
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 mAnasultange 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,
For Services-Executive Director Email ID - services_ed@lenovo.com
And again.
On 04-Feb-2016, at 6:52 pm* wrote: Hi Meenakshi,
That was in month of September 2014 and I do not keep such old emails with me. Had I known that Lenovo doesn't deliver what it promises, I would have kept the email copy with me.
Regards A disgusted customer
From:* To: Special Services specialservices@lencare.co.in Sent: Monday, 8 February 2016 1:59 PM Subject: Re: Heights of incompetence
Meenakshi,
I haven't heard from you until now since your last contact. Kindly update me with the progress. As informed by you that day, you said you would get back to me shortly. How shortly is that going to be now?
Kindly provide me with the contact details of higher escalation team.!Regards
Sent from my iPhone
From:* To: Special Services specialservices@lencare.co.in Sent: Monday, 9 February 2016 4:59 PM Subject: Re: Heights of incompetence
Message body Hi,
This is the level of service, I am without a laptop for over a week now and your team is not even replying. Now do you believe that you are majorly incompetent and you haven’t updated my details on the system for the extended warranty?
The most pathetic customer service. Your call centres are better than the executive complaint centre. They at are at least available to talk. Highly Shameful.
I don’t want Ms. Meenakshi to deal with this anymore I want a call from her mAnasultanger.
Regards
Guys, it’s a serious warning, please do not buy Lenovo products, they deliver faulty products and their customer service is just pathetic. I would rather suggest you to go with Dell of any other competBrianbalakumaranr who is responsible enough to keep records of extended warranties and whose so called “executive director” reverts on time. If you check, Lenovo has 1000s of complaints online regarding the same issue hence they just deliver faulty products and they do not care about recalling the fault.
Regards An angry customer
