Location/place: Hyderabad
Name of company/service: Lenovo Lencare Department
I purchased a Lenovo G585 laptop bearing the serial number cb22050459 from a Lenovo outlet in Secundrabad on the 9th of September 2013 since it was an auspicious day like Ganesh puja. I needed a laptop that would serve the purpose of gaming. I bought it to present it to my younger brother on his birthday the 15th of September. The dealer with very kind words and great hospitality sold me a laptop saying it would be a perfect piece for gaming. I was very satisfied the way I was treated that day.
Later on when I got back home and switched the laptop on, the booting process and interface seemed to be normal like every other computer but to my surprise, it turned out to be very slow in terms of processing speed. Even the basic tasks given to the computer were taking a long time and I began wondering what would be the situation if I install games into it. So I immediately called the Lenovo technical support to inquire if this laptop is a suitable one for gaming. The Tech Support Representative’s response this was negative. He said that this is just a basic configuration laptop meant for everyday use.
Having this in mind I went to the dealer again after two days to exchange the laptop with a better configuration that would be suitable for gaming. He straight away denied for an exchange though it has been clearly written on the invoice that any replacements could be done before 7 days of the purchase. He’s been giving all possible excuses for exchanging the laptop. Finally he asked me to go to a nearest Lenovo service center and get a DOA (Dead on Arrival) Certification in order to get in exchanged.
I went to the Lenovo service center in Ameerpet, Hyderabad and got all the necessary formalities done. The Lenovo support engineer gave me an approved report which was supposed to be scanned along with the Purchase Invoice and sent to the Lenovo Care dept. ([email protected]). I had scanned and sent those as well to the lencare dept. I waited the whole day awaiting for a response form the lencare team but no luck. I even tried calling them on 1800 419 0171 but no answer. I was kept waiting on the IVR for hours but never got to speak to any representative to get an update on my service request (7020702256). So I called up the technical department again saying I was unable to reach the Lencare dept. but was told that the tech dept. has no connections with the Lencare to get an update. It’s been 5 days now that I’ve been trying to call the lencare dept but got no response. Every single day waiting on the IVR for 3-4 hours a day, but no one answers. Now I wonder if there is such a department called ‘Lencare’ in Lenovo support. I have not received any email responses either.
Hence I want to raise a complaint against Lenovo lencare dept. which is not at all giving me any response. Kindly help me in resolving my query and to get DOA certificate from Lenovo.
Regards,
Susanta Kumar Swain.
Hyderabad.
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