- Defective product and poor service ^Open

Abhijit Bide filed this complaint against Lenovo on Jan 07, 2021

Resolution Demanded:
Apology
Refund
Replaced
Damages

There are two complaints: *. Related to Product *. Related to service Laptop was purchased on *th Aug ****. It was expected that the warranty of the product to be updated immediately. But it was not updated. I had to take lot of follow up with Lenovo as well as Reliance Digital. So at the start only there was poor service just to update the warranty. Thereafter I started facing issues on laptop inbuilt camera which was not working properly. Sometimes it was not on. As the laptop was brand new I had doubt on my internet connection. So I changed the connections in between. But still the problem continued. To check real issues, I bought external USB camera and tried. It worked well. And then I concluded it is the issue of laptop. So I logged a complaint in the last week on October (**th Oct ****). After follow up, service engineer visited on site with some spare part. He opened the laptop. But he could not open the screen to check the camera as the standard installation (a kind of strip/tape to pull out the screen) was missing. This is the manufacturing defect which the service engineer communicated to me. Means Lenovo delivered defective product. As per service engineer, to remove the screen he need to heat the screen for which he needs a hair dryer. So he mentioned that you need to take the laptop to service center. I denied it and raised the issue again to the customer service. So after again lot of follow up I got call from service centre and they took my laptop to service entre. Service engineer after taking the laptop back to service centre found that the spare part he received was wrong. So he returned the laptop and asked me to wait. I had to again follow up to resolve the issue. After few days I received the call again from service centre that the spare part is received and engineer will come to resolve the issue. I clearly mentioned him that the repair is not possible on site as per earlier feedback. Customer service did not listen to me. He sent the engineer to my place. The engineer again opened the laptop and realized the same issue that the screen cannot be opened. A major communication failure between the service engineers. I already communicated this to customer service when I got the call but they simply sent the engineer. Then the service engineer again took the laptop at service centre to resolve the issue. Next day he came back with laptop again and said the repair at their level is not possible as the screen can not be removed. I have asked to mention his finding in the report which is attached So till this time my brand new laptop was opened for almost *-* times without resolving the issue. This is clear failure of Lenovo to resolve the issue on time and very poor quality of service. They even don't have competent customer service who can understand what customer needs and also no competent service engineer to understand the issue and resolve it quickly. I have escalated this issue to their L* level as well. But I also got very poor response. I asked for full refund. But they are just saying it is not our policy and refund is not possible. As per policy we can repair the laptop which they are failing to every now and then. I have sent again reminder emails to them but I don't have any further response on this. To my surprise, the service ticket is closed by mentioning that the Issue is resolved. Thereafter after lot of follow up service engineer visited to fix the issue, he tried to open the laptop and as it was not standard fit, he ended up damaging the screen. Even the camera quality was poor after fixing the issue. I have given the feedback on the service report and the engineer also mentioned that screen needs replacement. I had to again follow up to fix that. Till time the issue is not resolved.I request for complete refund as well as compensation for the loss, inconvenience & mental trauma. Kindly ask to process as soon as possible

Are you brand?

Resolve Complaint

Are you Lawyer?

Help Consumers

Lenovo

File a Complaint