- Faulty Laptop and miserable service ^Open

Pranav Lakhan filed this complaint against Lenovo India on Dec 26, 2018

I purchased this laptop from Lenovo official site, on the **th of Aug ****. It was newly released, high end ThinkPad E*** - i* Win ** *GB *TB HDD (Black) S/n PF**V*JQ Part No: **KNS*DM**).
After a few days of working, the laptop stopped working, on **nd Nov ****. The laptop is in warranty of * year. So we logged the complaint (Service Request: **********) to Lenovo customer care on **th Nov ****. There was no resolution on phone. So we went to the Lenovo service center in Thane that analyzed the issue and told that it's not a hardware issue so cannot help. After repeated followups the service center said that it may be Operating System (OS) issue and they are not responsible for it. Then they informed to download the OS of our own. When we tried it, the download didn't work. So we informed customer service again and provided the details of the error in download. After repeated calls, the Andheri service center agreed to analyze the issue. We were told that it will take * hour but in reality it took them * hours with the same error that we got when we tried of our own. So they told to keep the laptop with them for further analysis. After * days they informed that its a failure in graphics card and they have to purchase the part which will take * days. It was almost a month with the laptop failure and no sign of working, so we escalated the issue to Lennovo service center. Suddenly next day we received the communication to pick up the laptop as its repaired. It was strange, we asked to share the details of the part that was replaced and test results of successful working but we didnt receive any details. After repeated followups, we were told to just pick up the laptop.
We have lost so much of our precious time and value in absence of the laptop. Till date the Lenovo service center has failed to provide the details. Finally we have told Lenovo service center that we dont want this faulty laptop anymore but our request was rejected and were informed of some company policy. We are really frustrated with Lenovo product and Lenovo Service.

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