Location/place: Kolkata
Name of company/service: Lenovo
I bought the Z580 Laptop on 12th of November 2012 from Lenovo Authorised Shop- Eastern Logica Infoway Ltd situated at EMALL, 6 Chittaranjan Avenue, Kolkata-700 072. The salesman (Chandan) Told me that it was the best product at the price range and would be the best suited for my needs (Gaming and 3D Animation).
The laptop worked fine for about 3 weeks after which it started to give errors and began to crash with blue screen. The Lenovo self-help on the website prompted to reinstall drivers in safe mode I tried to take the computer into safe mode by navigating to “msconfig” and selecting safe boot. But then the entire laptop crashed with the screen PLEASE PUT THE WINDOWS DISK AND SELECT REPAIR. Windows was unable to load the boot.bcd file. Also the memtest which is a feature of windows does not work in and says memtest.exe file is missing if it is run. Clearly indicating that the windows version provided is corrupt. I took the laptop to the shop I bought it from (17/12/12); they used the ONEKEY RECOVERY feature to restore the windows and told to use the backup disk every time this happens. I asked them why the safe boot facility would not work from MSCONFIG I was told that I have to get in touch with Lenovo as it could be a problem with the O/S. I ignored it as my laptop was working after that and seemed to not give any major problems except for crashing every now with a blue screen (Error Code-0x000116).
The laptop became virtually unusable form the 15th of Feb onward No 3D Application or Game could be run for more than 25-30 mins as it would cause the laptop to crash with the error code 0x000116 the graphics driver failed to recover / the nvlddmkm.sys file has stopped working. I tried everything to fix it but it was of no avail neither Lenovo self-help nor goggle steps resolved it.
So finally I decided to call the Lenovo Support Centre (1800-3002-9929). And though that my issue would be fixed after the engineer comes. I called on the 25th of Feb 2013 and logged the complaint with (Ref no 4270683780) Lenovo. The person answering the call was polite and understood my problem and I also told him how I had tried everything he did not take me through any Trouble shooting steps and told that the engineer would call and come to my house and fix the problem. I was very happy to hear this. Eagerly waited for the engineer for 3 days no one showed up also no calls were received.
I called back the Lenovo support centre again on the 28th of Feb the call was answered by Mr Rahul who did not take ownership and promptly transferred the call to the BARASAT Support Centre. I spoke to them and arranged for the engineer to come on the 1st of March between 4-4.30 but till 4.45pm no one showed up hence called the support centre and re-scudeled the engineer visit for the 2nd of March. The engineer came and took a look at the laptop and its problems(Crashing at blue screen and DVD making a flapping noise). He suggested that the mother board and DVD-Rom has gone faulty also the Windows version is corrupted and told me to wait get the hardware issue sorted and then email Lenovo for the O/S issue. I concurred. He informed that he will put in the request for the replacement part on Monday the 4th of March and I will get the replacement max by Thursday 7th of March.
On the 7th of March no Engineer arrived also did not get any calls from Lenovo Support Centre as well. I had taken a non-paid leave on that day to get my laptop sorted. I called the Lenovo Support again the call was answered by an absolute idiot named MR RAHUL(In Status), this person who did not know anything about customer support got me even more upset and annoyed with Lenovo than before. He answered the call like an IVR and after that kept me one mute for an eternity. After which he informed that the part is not available in the Kolkata ware house, hence will be shifted from the Bangalore ware house to the Kolkata ware house. And that will take an approximate of 2-3 days. What can I do I waited for the part to arrive.
On the 9th of March after waiting for 2 days I called the Lenovo support again. To my utter dismay the call landed with the GRADE A IDIOT MR RAHUL. Who as usual kept me on mute for an eternity. When I said hello and hello repeatedly he neither responded nor replied. Also while speaking he told that he worked for IBM and not Lenovo I have to mail Lenovo if I have any problems escalated further, and tended to get irate. Keeping this amazing customer experience in perspective he informed that the part is not available in India and will be shipped from the China ware house on the 20th of March it can max be the End of Month. This was an absolute shock for me. A huge company like LENOVO is saying it does not have parts, and it would take them a month to ship a batch from China. This was Abysmal and unacceptable. So I told him that I want to speak with the supervisor. Call gets transferred to Vinod (SME) who explained the problem in details and made more sense than his idiot and dumb college RAHUL. He told that he is going to follow the case up, but no miracle happened. I told that I will send him an email but couldn’t do so. So I don’t blame him for forgetting my issue. I decided to wait.
Called the Lenovo Support on 21st of March to check what has happened to THE PARTS. Called answered by Amreen another IVR in status who informed that everything is on-track and the part will arrive at the Bangalore Warehouse by the 22nd of March but still told me call and follow the case by the 23rd of March.
Called the Lenovo support once again on the 23rd was in queue for about 20 min then hung up. As I had to leave for work.
No Engineer showed-up on the 26th of March. No shock. As it is Lenovo who are bound to fail commitments and deadlines.
Called the Lenovo Support on the 27th and spoke to DIBENDU (in status) who I would say is probably the most sensible and decent advisor and knows what the customer is feeling. He informed that the parts have not yet arrived, no shock as it is LENOVO “The Company which excels if failing deadlines and commitments”.
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