Lenovo India - Harassing consumers with false statements and promises and poor service
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Complaint by: on November 21, 2017, 4:32 pm in Computers and Accessories

I had bought a Lenovo B40-70 Laptop S/L No. CB34098563 around approximately three years back and is under warranty. My laptop had become non responsive, too slow and crashing at times and also RAM is supposed to be 4 GB but showing available RAM as only 2.43 GB. When contacted Lenovo Support over Chat they had taken my system into remote control and installed Lenovo Solution Centre Software and ran Hardware Scan which returned as failure with Hard Disk failure. Then the support executive had told me to mail the Scan Report to service_in@lenovo.com. When I had sent the report by mentioning SR number, it returned a failure report stating that no complaint exist with number 8010207537. Then I had contacted chat again and explained them the situation. Then they had asked me to upload the Scan report again in chat and asked if any problem else with system. I told them yes no other problem but looseness of power plug at side and minor break in operations. They had misunderstood for damage in system. Again I had contacted them over their toll free and explained the whole thing to one of their executive. Then he had given new SR number 8010246598 and he told to take a fresh LSC Hardware scan report and six dimensional snapshots of my laptop and send it to spasha@lenovo.com and also he told me to call back again to confirm it. I had done the whole thing and called back the toll free number of Lenovo and one of their executives had confirmed that they had received the report and snapshots and agreed that there is a hard disk failure as per the LSC Scan report and told that the hard disk will be dispatched and an engineer will come and do the needful to resolve my problem. But nothing happened. Then I had messaged them over social media and explained the whole thing. Then one Mr Ashwin had responded and raised an SO 7008365466 to service my grievance. Then after two days again he called me back and blamed me that the service engineer had visited and I was not available at home which is utterly false and complete bluff. No service engineer came to my place and I was available 24 hours all days till now from the complaint lodging date anticipating that somebody from Lenovo will come and attend to my system which turned out to be false. Then again I had called the toll free to ask details about escalation matrix but they are adamant to give the same. And when enquired about hard disk dispatch status the male executive told me it is not dispatched and while having this discussion the phone got disconnected. Again I had call their tollfree then one Ms. Shreya had lifted the phone listened to the whole thing which I had explained her then she simply told the hard disk has been dispatched. Now whom should I believe ? the male agent who told me earlier that hard disk is dispatched or Ms. Shreya who is telling hard disk is dispatched ? Again when asked about escalation she is adamant to provide information and apologised that she had mistakenly told me that the hard disk has been dispatched. How can a responsible employee in such an esteemed organisation like Lenovo commit such silly mistakes ? Then she had taken the local lenovo service centre engineer in conference and he is blaming me that I had told him not to come. Whereas I never said that. I just asked whether he (Mr. Harsha) had received the hard disk. He said no and asked me the problem. I explained him over phone. Then he also confirmed hard disk issue and told once they receive hard disk they will come and diagnose my system at a time and this will take two to three days as on 17 November 2017. Meanwhile again call got disconnected. Again I received a call from one Mr. Ashwin, stating that he apologises for the inconvenience caused and assured me that he will dispatch the hard disk and the local service engineer will come with hard disk and have a thorough check on my system and will replace if necessary and will do if anything else is required. He also assured me that the old SO will be cancelled and a new SO will be created with this effect / details and he will communicate me the fresh SO number within five to ten minutes but I had never received it. This also turned out to be a false statement and promise from Lenovo. After waiting for a long time for new SO number and status as assured by Mr Ashwin, which it had never arrived, I had again call the toll free enquiring about Mr Ashwin, then he told he do not know who Mr Ashwin is and told he will not dispatch my hard disk and after the service engineer checks my system only they will do the needful. Then if this is the case why you people at Lenovo 1. Taken my system into remote and asked to send the LSC Hardware scan report and six dimensional snapshots of my system at spasha@lenovo.com. 2. Why you are dragging the issue and harassing me ? 3. You should have sent the service engineer in the first instance only when I reported the issue to have a check. 4. By deliberately delaying the issue and taking my complaint casually you had wasted a lot precious time of mine which is an irreparable loss to me . Please resolve my grievance / complaint / issue immediately to avoid further inconvenience and harassment to me by the casual and careless attitude of Lenovo team

Complainant's Goal: To resolve my grievance immediately by carrying out necessary steps
Complainant's Target: Lenovo India
Complaint Location: IndiaAndhra PradeshGuntur

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