Lenovo - Misguided information and service not provided as promised

Firstly, I purchased a laptop in Sep **** (X* Carbon *th Gen ThinkPad). Now, just based on the model / price of this laptop I am sure you will understand my need for a good system to help me with my office work, and not to mention also an expectation of a good service coming from Lenovo.

A few months after I purchased the laptop, I was facing battery issues and my battery would not last for more than *-*.* hours without being plugged in via an adaptor. I reached out to Lenovo customer service repeatedly as follows:

• In **** (July): I connected with your customer service regarding the issue that I am unable to use my laptop without a charger for long, and that I need support. I requested for an ONSITE visit, since that is included in my current warranty but I was DENIED! I was told, I will have to go visit a service center. After speaking/chatting with one of your representative, he took remote access of my laptop and told me that the battery was working fine, by simply checking the Lenovo Vantage app where the battery showed being in good condition. After persisting that, while the battery may show good, my laptop does not work long without a charger… he took out a battery report based on which he indicated that my laptop is working fine (note: he did not ask me to fully charge my laptop and then use it completely off-charge until the laptop dies, and then take a battery report to TRULY check how much battery back up my laptop was giving. This was something I got to know now!)
• In **** (July): I again reached out to your representative with the same issue, because my battery would not last for more than * hour without the charger. I requested for an onsite technician visit because I have a travelling job and I travel for *-* months at a stretch international and I do not get time to run around for these issues… precisely why I PAID for an onsite warranty while purchasing the laptop. I was told I have to visit the service center and that we cannot send anyone at home (again onsite service denied!). They again took my battery report and said its working fine. But then I was also told that my charge is faulty and had issues and I was sent a new charger. So, I thought maybe the battery was fine and it’s the issue with the charger. Again, NO ONE gave me the right information or told me to fully charge my system and then work and let it drain out and then check the battery report to see the accurate results.
• In **** (march): I again reached out to Lenovo customer service.. This was the most frustrating experience as mentioned below
*. Representative * (Shahbhaz Alam; chat and remote access taken): Took out a battery report as usual, told me that “The Full charge capacity is way more than the design capacity, which means my battery life is over and it needs to be replaced”. Please note: IF this is TRUE, then the full charge capacity has ALWAYS been more than the battery design capacity since I complained in **** – all battery reports indicate this since ****
*. Representative * (Kavya Prakash Rao; over the phone): I again explained the entire issue to her, she checked the SAME battery report that Mr. Alam took out and said “There is NO issue with the battery and it is working fine”. Please note that two reps of the same company, give me TWO DIFFERENT answers to the problem. She suggested to do a battery gauge reset, started the reset for me and then just disconnected the call and remote access WITHOUT guiding me on the next steps or what is that I have to do!!! I told her that I was told the battery is faulty and she said if you need new battery you need to go to the service center. I again called the customer service call center and got connected to the third rep
*. In the meantime on Saturday, **th March, I visited the service center at Gurgaon Sikanderpur. Firstly, have you yourself EVER visited that place? It is so pathetic that as a woman I will feel unsafe to ever go there alone, so I took my husband along. It is in a very shady area and it is beyond my comprehension that a company as big as Lenovo, has its service center and the ONLY service center in Gurgaon there! When I told the entire problem to the man at the service center, he told me that the issue with my laptop is to just update the windows and everything will be okay! (again another Lenovo rep giving me a DIFFERENT advise!) Seriously. ?? This is the kind of men sitting there who firstly pay no attention to the customer and without EVEN checking my laptop or the battery or the real issue, told me to just get my windows updated. I may NOT be a technical person, but I DO understand when my laptop needs a windows update!!! He also told me why have you come to the service center when your warranty allows you an ONSITE visit. Please ask someone to come home and fix your issue!
*. Representative * (Mr. Afrid; remote access, telephone, emails): After narrating the entire story to him all over again, he suggested to let the gauge reset happen as it will take a couple of hours and he will call me back on Saturday morning at ** am. I received no call on Saturday and after sending two emails to his team lead, I received a call on Monday from Lenovo. After multiple calls, and following his suggestion, we took a battery report once again and Mr. Afrid told me he will speak to his team and get back to me with a resolution. He confirmed that the battery is faulty and it needs replacement. He was patient enough to call me multiple times and re-generate the battery report after the gauge reset. However, there was no resolution to my problem other than I have to pay for the battery replacement.

• So here is my problem, and I would SINCERELY like you to consider this case
*. I NOW seriously think after all this hassle just a FEW MONTHS after buying such an EXPENSIVE laptop, that I was probably given a faulty piece
*. Even if I assume the laptop was fine, the real problem is the kind of service I have received from Lenovo, after buying a premium laptop! NO two people have given me the right advise/help/support since ****. The guidance given was POOR and I should have been told to replace the battery right in **** when I complained. The battery was STILL under warranty, and I could have got it replaced without bearing unnecessary cost.
*. The Lenovo service center guys are USELESS! They have NO idea what they are doing and don’t even attend to the customer properly.
*. I have been DENIED my right for an ONSITE service MULTIPLE times, even you have charged me for the same in my warranty package
*. The battery issue has been LONG standing and replacement should have been suggested and done at the right time.
*. I feel cheated as now I am thinking this is just a money making game for Lenovo, to charge the customer for parts after the warranty period expires, taking advantage of the fact that not every customer may be technically savvy!
I KINDLY request you to look into this matter/case and support me with a resolution. I do not think I should be paying for the battery as this is entirely the fault of customer service as wrong advise, untimely advise was given