Lenovo

Location/place: New Delhi

Name of company/service: Lenovo/ After Sale Service

Hi, This is Sumit Dawar. I had bought a Lenovo Laptop Z-580 (a top range product of the lenovo) with all protection packages like 3 years warranty, physical demage (ADP), etc. on 15/11/2012. Soon, within not even 15 days its display gets crashed by its own. I called the customer care no. of lenovo runned by IBM and where I talked with Mr. Anand Prakash on 30/11/2012 regarding the same. Mr. Anand Prakash provided me the information the this is a physical damage and your product is not covered in ADP scheme. I replied to him, Are you sure, Mr. Anand Prakash?, because when I bought this product I bought it with ADP also. Mr. Anand prakash replied, “sure sir! your product is not covered into ADP and you will be charged if the service engineer visit your place”. Soon, I got hypertension and I went to the vendor and his staff confirmed me that the product is covered in ADP. then, I went to authorized service center (ASC) of lenovo in Nehru place namely some Comnet Region India (P) Ltd. address B-1, Aggarwal Bhawan, Nehru Place, New Delhi-110019 and there I didn’t find the behavior of the staff of ASC right and I called the customer care no. from ASC’s landline no. and coincidentally I got connected to said Mr. Anand Prakash, where he committed his mistake of providing wrong information to me and not even apologies for the mistake. I replied who would take the responsibility of the my stress which I faced due to his wrong information. Then, I talked to Mr. Deepankar (senior to Mr. Anand Prakash) regarding the same wrong information from Mr. Anand Prakash, Mr. Anand Prakash did ask for any apologies even though due to him I face Stress, I didn’t like the staff of said ASC, I would not give my product at that ASC, I wanted that the service engineer will come to my place (as per my package) for inspecting where the physical damage is due to manufacture fault or not? and I wanted that the service engineer should not from the said ASC because I didn’t like the staff of the ASC. Then, Mr. Deepankar requested me to kindly allow the staff of the said ASC to take the picture of the display of the product and Mr. Deepankar Asked Mr. Deepak and Mr. Chittranjan regarding same and they accepted to take the picture and forward it to Mr. Deepankar. Then, after pictures were being taken before I left I took the phone no. of contacting person regarding the same, They given me the no. of Mr. Arun (staff of said ASC)for the same. Then, I called at least 10 times to Mr. Arun regading where he send the pictures to Mr. Deepankar or not. During my last call he said this is not our job. I replied why are u telling this to me, I am not the person who asked u or ur staff and I am not the person who accepted this. Then, I complained Mr. Deepankar regarding Mr. Anand Prakash, Mr. Deepak, Mr. Chittranja and Mr. Arun. and Mr. Deepankar forward my complain to his seniors and Mr. Deepankar forward my call to Ms. Juhi for raising the complain no. where I said Ms. juhi about my requirements that the service engineer should not be from said ASC, send me that service engineer who will follow all standards, I should have the power to reject the service engineer if I didn’t like him or he would not follow the standards. Then, after my complain generated I requested Ms. Juhi to kindly wright a e-mail containing my all requirement. Then, Mr. Pradeep (person to whom my complain was forwarded) called me and said him the same which I said to Ms. Juhi and while communicating I got awarded that Ms. Juhi didn’t e-mail him regarding my specification. After that I called Ms. Juhi asking her why she didn’t e-mail Mr. Pradeep about my specification. Even though she didn’t e-mail after my request she didn’t apology for the same. Then, I got a information from Mr. pradeep that some Mr. Raj will reach me for the solution to my complain. Then, Some Mr. Raj (According to Service Engineer) reached me to solve my complain. I asked him for his ID and when, I saw his ID the name was Mr. Tikam and he was from Nehru Place Sevice Center (the same I rejected). Then, I call Ms. Juhi for same and she generate a new complain no. at some Hi-tech. Some Mr. Neeraj from Hi-tech contacted me for the same (still Ms. Juhi didn’t e-mail my specification) and he said some service engineer will reach my place to solve my complain.When Mr. Tunna Kumar reached my place I asked for his ID and where I found that some Mr. Tunna Kumar from Info Services reached my place and not from Hi-tech. Then, I asked him for any letter or peace of paper u carry which shows that u are assigned to me for this complain no.. He replied no such paper he carried. then, I called Mr. Deepankar at customer care regarding all the issues which I had faced. He put put my call into conference with Mr. Mohit some regional Manger where, I found they are more quantitative people not qualitative people. I replied them, specially Mr. Mohit that u don’t deserve to talk because u don’t think from customer point of view and u r more quantitative people and he replied mind ur language. There, I said I deserve a apology from Mr. Mohit for the same. Then, the consersation went to Mr. Latit the original lenovo representative and I explain all this to Mr. Lalit and Then, my product got repaired and he told Mr. Ranjan Head of Customer care no. for detailed apology and declaration that call does not get recorded when Mr. Mohit said Mind ur language.
Then, Thereafter I received a incomplete apology Mr. Ranjan and nothing on declaration on non recording. I mailed Mr. Ranjan, Mr. Lalit, and Mr. Deepankar for the same many times and they didn’t reply me on this