Lenovo - Defective laptop not picked up or refunded in almost 2 months

I, Ayush Abhishek, had purchased a Lenovo yoga *i laptop (model **IRL*) on **/*/**** from lenovo.com with order id **********. I purchased the product for its advertised touchscreen functionality and digital pen support to take and store notes in class. It arrived on **/*/**** and within an hour of delivery I noticed the following issues with it - *. The keyboard backlight wasn't working despite triggering it with the appropriate keys. *. Certain keys were being skipped when typing at a regular speed. I contacted Lenovo customer support within * hours of delivery, and they assigned a service engineer to remotely control the laptop to try fixing the issues. He attempted to solve both issues but could only fix the skipping keys with a software update; the backlight issue remained even after an hour of back-and-forth on the system.

He then proceeded to create a new case number ********** and scheduled a visit by the technician to verify the problem, informing me that since the issue wasn't customer induced and that the product arrived defective from the factory, it would be classified as DOA (dead on arrival) and will be returned post verification to Lenovo for a full refund. A service technician visited on **/*/****. He proceeded to take apart the entire laptop and inspected every piece of hardware in the machine for about * hours to try and isolate the problem. He concluded that the motherboard wasn't supplying power to the keyboard backlight and that the motherboard might need replacement. Since the issue had occurred within ** hours of delivery, he proceeded to seal the laptop within a tamper-proof DOA bag and informed me that the company would issue a DOA certificate on my email, post which the product would be picked up by the company within a day or two for a refund.

I regret to inform that it has been over *.* months since I purchased the laptop and haven't received a call from lenovo regarding pickup of the product or the aforementioned DOA certificate. I placed multiple calls to Lenovo on the number mentioned on their website - they either don't pick up or keep telling me to 'wait a few more days' or 'the product will be picked up soon after a few formalities'. I also keep getting connected to a new agent every time I call them, forcing me to explain my issue all over again, an act of mental harassment as I've already explained my problem to them about * times by now, with no action on their end. They also keep changing their responses to 'we don't provide return facility, only repair' and 'the product was opened by technician, so return won't be possible as it is a repair case now'. These are acts of blatant gaslighting and I've been left helpless by their indifferent and at times malicious attitude towards me, with a fortune sunk into their company and a broken laptop received in return, one that I cannot even use because it's been sealed shut by the company itself and stowed away at my residence, that they now refuse to take back. Out of desperation as my German classes in Delhi were starting soon and that I'd need to leave Patna to attend them, I visited the Lenovo service center in Patna in person on **/*/**** where they requested me to wait another week and assured me of pickup, definitely within the next seven days ie- **/*/****. The day came and went but I received no calls nor emails. Almost * months have passed now since purchase of the laptop and I feel like both my hands have been tied against my will - I cannot use the broken laptop with me since it's sealed, nor can I buy another because the company refuses to refund the money I spent, leading to continued frustration.

My classes are starting within a few days, and, since I live alone, I'd need to lock my temporary residence in Patna to leave for Delhi soon. The course duration is about ** weeks and I won't be able to take the broken sealed laptop with me for fear of theft as I'd be living in a shared room there, and also because I've already made too many compromises for over a month trying to accommodate the company's arrogant and outright offensive attitude towards its paying customers. I've been managing this past month with my phone to study but have been duly advised by my doctor to not stare at small phone screens when I complained of recurrent headaches * weeks ago. I request you to please urge the company to refund my money with haste so that I'm able to purchase a new laptop that I urgently require to store my classwork and for zoom calls, and for them to return the broken laptop that's with me.

If there's any further delay in pickup and I leave for Delhi in the meantime, the pickup would only be possible when I return after having finished my classes. I accommodated the company for over a month in hopes it would take back its faulty product and return my money, but they refused to comply and I can't compromise my obligations as a student any further. I request your kind attention and support in my case.