DEFECTIVE LENOVO LAPTOP SUPPLIED AND REFUSED TO REPLACE ON COMPLAINT LODGED WITHIN 5 DAYS OF PURCHASEE

Complaint Date:
By:
Category: Computers

Company Name:

01. May 22, 2015 – Received offer from Team The Do Store for G50-80 for Online Purchase

Series G50-80
MTM 80E501LRIN
Processor Intel® Core™ i5-5200U, 2cores, 2.2GHz speed, 3MB cache, Hyper Threading, Turbo boost upto 2.7GHz
RAM 4GB DDR3L 1600MHz – Upto 16GB
HDD 1TB (5400 RPM)
Graphics ATI JET LE R5 M230 DDR3L 2GB
OS Windows 8.1
Screen Size 15.6″ HD (1366 x 768)
Warranty 1 Year On-site +ADP(On redemption)
Special Features Stereo speakers with Dolby® Advanced Audio™, AccuType keyboard, Veriface Pro, Lenovo Energy Manager, One-key recovery, Lenovo companion, Lenovo support, Lenovo Cloud Storage – 5GB of free cloud storage
ODD DVD RW
Colour Black
Carry case Yes
Camera 720P HD – 1MP
Battery 4cell – Up to 4hours
Connectivity BT 4.0, Wi-Fi 802.11 b/g/n
Ports 1xUSB 3.0, 2xUSB 2.0, Audio Combo Jack, RJ45, HDMI-out, 2-in-1 MCR
Weight 2.5kg Approx.
Dimensions 384 * 265 * 25.0mm
Price 45990

02. May 23, 2015 – Purchased from Acme Infocom Pvt. Limited – Nehru Place – Lenovo Showroom
03. May 26, 2015 – Tried to register product online & ADP formalities & Extended Warranty, but,
Could not succeed as the Lan Port was not working…
04. May 27, 2015 – Lenovo Product registration done online using Datacard and also uploaded Invoice
and Box Bar Code..
05. May 27, 2015 – Reported/Complained lodged with Lenovo Technical Team and got assurance from
The team member that since complaint lodged within 7 days of the puirchase, it can
be replaced or refunded by Lenovo. However, I insisted for replacement.
06. May 29, 2015 – Received call from DOA desk (Mr. Badal) and suggested for online support assuming
That the Lanport issue may of software update problem. Accordingly, Technical
Team supported online through Datacard and tried their level best to sorted out the
issue, but, in vain since the Lanport was not working.
07. June 01, 2015 – Received Email from Ms. Najma Banu – Wipro Ltd.

On Monday, June 1, 2015 5:40 PM, “najma.banu1@wipro.com” wrote:

Dear Sir,

Kindly share the Invoice copy and Service report to share with lenovo.

Najma Banu
Service Location Coordinator – Lenovo Support
Wipro Ltd- Infotech Group
Email : Najma.banu1@wipro.com
Address: #146/147, Metagalli Industrial Area,
Mysore, India. 570016

08. June 01, 2015 – Sent Invoice copy and Service Report to Ms. Najma Banu & DOA
From: Thampi Mathew [mailto:avinashintl@yahoo.com]
Sent: Monday, June 01, 2015 7:24 PM
To: najma.banu1@wipro.com; DOA
Subject: Re: 7006753558
Dear Sir,
Today, Mr. Sandeep – Engineer visited and checked the Laptop and found Lan Port Damaged and Mother Board problem (attached his report for your information).
This problem was reported online to your technical team ( Mr. Badal) and he has arranged the onsite inspection of the product. You are therefore requested to kindly arrange to replace the product at the earliest as I am not able to use the product after spending about 50 K…
An immediate action in the matter is appreciated.
Regards
Avinash Thampi Mathew
09899950444/09999036556/09873346556

09. June 02, 2015 – Email from DOA to Lencare and CC to me & Najma Banu

To
Lencare
CC
Thampi Mathew najma.banu1@wipro.com Jun 2
Hi Lencare,

FYI/A.

Customer Name Avinash Thampi Mathew
Reported By Customer
Model G50-80
MTM 80E4007-QAX
Serial Number PF06XN23
Invoice Date 23/05/2015
SO Logged Date 30.05.2015
SO # 7006753558
Issue Reported LAN port issue
Issue Identified/ Defective Part Motherboard
Tried Convincing Customer for Part Replacement Yes

Thanks & Regards,
DOA Desk
10. June 02, 2015 – Email from Lencare to DOA & CC to me and Najma – Wipro

Lencare
To
DOA
CC
Thampi Mathew najma.banu1@wipro.com Jun 2
Hi Team,
As per the service report engineer has mentioned that LAN port is damaged. Kindly share the snapshots of the damage to validate further.
Thanks & Regards,
Lenovo Customer Care, India.

11. June 02, 2015 – Email from DOA to Lencare, Najma – Wipro & CC to me

DOA
To
Lencare najma.banu1@wipro.com
CC
Thampi Mathew najma.banu1@wipro.com Lencare Jun 2
Hi Najma,
Kindly share the snaps of the damaged parts.
Thanks & Regards,
DOA Desk

12. June 04, 2015 – I wrote to DOA Lencare najma.banu1@wipro.com & CC to
awalia@lenovo.com

To
DOA Lencare najma.banu1@wipro.com
CC
awalia@lenovo.com Jun 4
Dear Sirs,

Kindly update the status of my laptop replacement status as it is now more than a week..
Also let me know the formalities, viz. who is taking back the Laptop, whether provide any proof of return of the product, contact details of person/firm who take back the Laptop etc…

An immediate response is highly appreciated.

Regards
Avinash Thampi Mathew

13. June 05, 2015 – Received Email form DOA Desk

DOA
To
Thampi Mathew Jun 5
Dear Customer,
Thanks for writing to Lenovo.
Sorry for the inconvenience you are facing with your Lenovo system.
As per the service report, few mentioned details by engineer were not correct, so we have requested a new service report from the service center and once we receive it we will revalidate the case and contact you soon.
Thank you for your cooperation.
Thanks and Regard’s
DOA Desk

14. June 08, 2015 – I wrote to pop@lenovo.com Lencare najma.banu1@wipro.com DOA
Thampi Mathew
To
pop@lenovo.com Lencare najma.banu1@wipro.com DOA Jun 8
!!! URGENT !!!

It is very strange to note that despite completing all formalities for the replacement of my Laptop, even after 15 days have passed, no action has been taken by the Lenovo so far..!!! ??

Today, when I called the technical team at 180030005366, it is astonishing to hear from Ms. Komal that all the documents have received by them except for snapshot of the damaged parts. I am told to contact the Engineer who came to check the Laptop and get the same OR take a snapshot of the damaged part and send. It means that I have to open the entire Laptop (as if I am a qualified engineer), take out the Motherboard and get a snap shot of the Lanport and send …!!!??
It seems that all your work should be done by the customer and give the feedback, then you willo process for the replacement..!??
Anyways, I had a word with Mr. Sandeep (08527791823) regarding this and am informed that he has given the report to his senior, Mr. Virender (08130698855). Ms. Komal also tried to get in touch with Mr. Virender, but, in vain. Just now I contacted him and informed the status then he said he is not aware that the snapshot to be send to Lenovo for the replacement..

Now, contact your above two persons and sort out the matter immediately and get my laptop replaced within 2 days from now failing which I will take this matter to the concerned authorities entirely on your risk and responsibility which please note..

Kindly update me the exact procedure to get the Laptop replaced as the Laptop is lying packed since last 1 week and I am not able to use the same…

An immediate action in the matter is highly appreciated.

Regards
Avinash Thampi Mathew
9899950444/9999036556

15. June 08, 2015 – Email to Lencare from DOA
DOA
To
Lencare
CC
Thampi Mathew najma.banu1@wipro.com Jun 8
Hi Lencare,

Kindly check the attached mail for damaged part.

Thanks & Regards,
DOA Desk

16. June 08, 2015 – Email from Lencare to Najma, DOA & CC to me & PoP

To
najma.banu1@wipro.com DOA
CC
Thampi Mathew Proof Of Purchase Jun 8
Hi Team,
We would like to inform you that we require clear snapshots of the damage to check with L2 team.
______________________________________________________________________
Thanks & Regards,
Lenovo Customer Care, India.
17. June 08, 2015 – I wrote to services_ed@lenovo.com Lencare@lenovo.com

Thampi Mathew
To
services_ed@lenovo.com Lencare@lenovo.com Jun 8
KIND ATTN. : Mr. Sudipto Ghosh (India Services Executive Director)

Respected Sir,

IT IS DEEPLY REGRET TO INFORM YOU THAT DESPITE SPENDING ABOUT 50000/- I COULD NOT ABLE TO USE THE SO-CALLED AND RENOWNED LENOVO LAPTOP TILL DATE…!!!!???

PLEASE GO THROUGH THE TRAILING EMAILS AND HELP ME OUT TO GET THE REPLACEMENT OF MY LAPTOP AT THE EARLIEST..!

HOPE TO RECEIVE AN IMMEDIATE RESPONSE/ACTION FROM YOUR END…

REGARDS
AVINASH THAMPI MATHEW
09899950444/09999036556

18. June 11, 2015 – I wrote to ncare DOA Proof Of Purchase najma.banu1@wipro.com
awalia@lenovo.com
Thampi Mathew
To
Lencare DOA Proof Of Purchase najma.banu1@wipro.com awalia@lenovo.com Jun 11
DEAR ALL !!!

HOW LONG YOU WILL TAKE TO SORT OUT MY ISSUE..!!!????
PLEASE SEE THAT AFTER SPENDING 50 K, MY LAPTOP IS LYING PACKED AND I AM NOT ABLE TO USE EVEN AS I THOUGHT THAT YOUR ENGINEER/TECHNICIAN WILL COME AND COLLECT THE SAME FOR REPLACEMENT..

KINDLY TAKE IT AS SERIOUSLY AND SORT OUT THE MATTER IMMEDIATELY OTHERWISE I AM CONSTRAINED TO GO FOR APPROPRIATE ACTION AND SIMULTANEOUSLY APPROACH MEDIA AS WELL FOR JUSTICE…

19. June 11, 2015 – I wrote to escalations@lenovo.com

Thampi Mathew
To
escalations@lenovo.com Jun 11

IS ANYBODY IN LENOVO CAN HELP ME IN THIS ISSUE..?!!!

PLEASE LOOK INTO THE MATTER AND HELP ME OUT AS AFTER SPENDING 50 K I AM NOT ABLE TO USE THE PRODUCT EVEN AFTER LODGING THE COMPLAINTS LAST MONTH…!!???

20. June 11, 2015 – Email from Escalations Desk

Escalations Desk
To
Thampi Mathew Jun 11
Dear Ms. Mathew,

Thank you for writing to Lenovo Escalation Desk.

We deeply regret and understand that you are facing issue with the machine.

As per your details ,we found that your case is being handled by our Lencare team and they are already working on this case.So,we request you to allow some time so that they will check the details and will update you on priority.

We appreciate your patience and understanding with this matter.

Aside Lencare Team :: Please check the case and update the progress to customer on priority.

Thanks & Regards,
Escalation Desk,
Lenovo, INDIA.

21. June 12, 2015 – Email from Lencare to me & DOA Proof Of Purchase
najma.banu1@wipro.com Akash Walia

Lencare
To
Thampi Mathew DOA Proof Of Purchase najma.banu1@wipro.com Akash Walia Jun 12
Dear Customer,
Greetings
We would like to inform you that we verified the snaps with the L2 team and got an update that this is CID (Customer induced damage). Hence we will not be able to process this case for replacement/refund of the machine.
______________________________________________________________________
Thanks & Regards,
Lenovo Customer Care, India.

22. June 17, 2015 – I wrote to re DOA Proof Of Purchase Akash Walia escalations@lenovo.com
LENOVO RETAIL lenovo.support@wipro.com Lenovo Services Lenovo ADP
Offer Lenovo Services Help 3 Lenovo POP Registration Lenovo.com
najma.banu1@wipro.com
Thampi Mathew
To
Lencare DOA Proof Of Purchase Akash Walia escalations@lenovo.com and 8 more…
Jun 17 at 12:23 PM
KIND ATTN. : Mr. Sudipto Ghosh (India Services Executive Director)

By seeing your Lenovo website where it is clearly mentioned/claimed that the customer get the satisfaction from Mr. Sudipto Ghosh (India Services Executive Director) for the grievances, but, it is amazing or astonishing to note that even there is no response/reply to the email sent leave alone helping the customers..

This is the reputation of a renowned Company like Lenovo..!!!???
As per one of your Customer Care Technical Executives, since the complaint were lodged within 7 days from the date of purchase, the customer has the right to get a replacement of the entire product (Laptop). Accordingly, I had lodged the complaint on 26/05/2015 (purchased on 23/05/15) and she assured that I will get the refund and not replacement. In order to avoid the exercise of buying the same thing again from the Show-room, I insisted her to get me a replacement instead of refund. Anyways, she had to get the DOA formalities for further action.

Accordingly, your engineer visited about a week back and inspected the Laptop and sent the report to the concerned team except for the snapshot of the damaged parts.. again it took about 5 days to complete that formality also. After my rigorous follow-up and regular phone calls at 1800 3000 5366, I could receive a response from your Lencare team saying that :-
” We would like to inform you that we verified the snaps with the L2 team and got an update that this is CID (Customer induced damage). Hence we will not be able to process this case for replacement/refund of the machine. ”
as if I have broken the pin of the lan port..!!???
For your kind information, in your show-room there was no system to check the lanport, all they have done is to get the hard disk partitioned and advised to get the registration done after 48 hours at your website for Product as well as ADP. After 48 hours when tried to get the registration by connection lan cable/internet cable it is found that it was not working..No sooner, I have lodged the Complained with the Lenovo support team. However, by using the Data Card, I could get the registration done and after a day or so your technical team asked me to come online for getting some software update on the system assuming that it may be due to software updation. For that also I have to get the Laptop connected through Datacard and your technical team tried their level best to get the lanport problem rectified, but, in vain. Finally, they have deputed their engineer to get the physical inspection done and sent the report accordingly. Now, your Lencare team claims that thne problem was a CID (Customer induced damage) which I fail to understand..!!?? Lenovo wants to say that just inserting lan cable to the laptop, it is damaged ..!!?? that means, the lanport is that much dedicated or about to damage..??!! it is very strange to notice the comment from your Lencare Team that ” it was a CID “; it is very pathetic to say that this type of unprofessional comments from such an educated,trained,trusted and professional team like Lencare, the backbone of the Lenovo Company..!!!???

Anyways, after spending 50 K it is regretted to inform you that I could not use your product so far,whereas your advertisement and media comments says one of the best products from Lenovo..!!!??

Now, kindly let me know how long it will take to sort out my problem and when can I use my Laptop..!???

In the interest of the public who became victim of your so called product, kindly look into the matter seriously and take immediate action, failing which it can lead to damage the reputation of your Company which please note…

AVINASH THAMPI MATHEW
09899950444/09999036556

23. June 18, 2015 – Received email from Lencare

Lencare
To
Thampi Mathew DOA LENOVO RETAIL
CC
Lenovo Services Help 3 Lenovo ADP Offer Lenovo POP Registration najma.banu1@wipro.com lenovo.support@wipro.com and 4 more… Jun 18 at 10:41 AM
Dear Customer,
As informed earlier. We will not be able to proceed further with machine replacement/refund.
Request you to contact our technical support tem for any further assistance.
______________________________________________________________________
Thanks & Regards,
Lenovo Customer Care, India.
24. June 18, 2015 – I wrote to pmatthan@lenovo.com nedahs.s@text100.co.in
surabhi.patodia@text100.co.in
Thampi Mathew
To
pmatthan@lenovo.com nedahs.s@text100.co.in surabhi.patodia@text100.co.in Jun 18 at 11:24 AM
Dear All,

Please go through the trailing mails which speak itself…!
In fact, by seeing your advertisement and website, I had purchased one Laptop – G50-80 on 23/05/2015 and within the prescribed time I lodged the complaint to the concerned. After that I was fighting for the justice which you can see from the correspondence…

It seems that Lenovo is not at all concerned and/or bothered with its reputation as your Technical team and other concerned personnel reacting to a customer’s problem or after-sales service unethical and unprofessional way which you can see in their correspondence..

Would appreciate if you can help me out to get the replacement of my Laptop at the earliest..

For your kind information, after spending 50 K, I will not sit idle and I will take up this matter till I get the replacement of my Laptop… I doubt, may be it can lead to disturb the reputation of Lenovo..!!!

Keeping in view of your policy of Social Responsibility, I hope you will definitely help me out in this issue and in case you are not supposed to get an immediate action in this matter, then kindly suggest the concerned, so that, I can approach them accordingly..

Regards

Avinash Thampi Mathew
09899950444/09999036556

Thampi Mathew
To
DOA Lencare Proof Of Purchase Akash Walia Lenovo Services najma.banu1@wipro.com services_ed@lenovo.com Lencare@lenovo.com escalations@lenovo.com lenovo.support@wipro.com pmatthan@lenovo.com nedahs.s@text100.co.in surabhi.patodia@text100.co.in

Dear Sirs,

SUB : ABNORMAL GAP BETWEEN BASE AND UP COVER OF LAPTOP

REF : MACHINE SL. NO. PF06XN23

PURCHASE DATE : 23-05-2015

LANPORT NOT WORKING PROBLEM REPORTED : 27-05-2015

LANPORT REPLACED : 19-06-2015

ABNORMAL GAP BETWEEN BASE & UP COVER OF LAPTOP REPORTED ON 19-06-2015

ENGINEER INSPECTED AND REPORT GIVEN ON 19-06-2015

KINDLY GO THROUGH THE GENUINE FACTS AND THE ATTACHED SNAPSHOTS OF THE DAMAGED PARTS AND LOOK INTO THE MATTER SERIOUSLY AND REPLACE MY LAPTOP AT THE EARLIEST.

DEFECTIVE LENOVO LAPTOP SUPPLIED AND REFUSED TO REPLACE ON COMPLAINT LODGED WITHIN 5 DAYS OF PURCHASEE
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One Response to “DEFECTIVE LENOVO LAPTOP SUPPLIED AND REFUSED TO REPLACE ON COMPLAINT LODGED WITHIN 5 DAYS OF PURCHASEE”

  1. Arihanth Jain

    Lenovo Ideapad S 510p – Mar 2015 Purchase
    Struggling following up about 4-6 different escalation teams regarding a faulty laptop from 4 months (Day 1 of purchase, I complained).
    All sorts of games, reasons, explanations given. Last 45days I told product spare is en-route and I shall be covered under warranty. Now suddenly Im told I will given refund from DoA team. Bunch of useless escalations.
    I paid 40k 4 months and now they offer me 40k as compensation.
    Great lenovo team support.

    Hope you dont have to drag to so many months, take my advise file a Consumer forum petition online. They teams sit in Bangalore but never reveal their address which is required to file a petition. Im just trying to get their address and file one asap. Wanna show them time is more precious than money.
    Good luck.

    Reply

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