Dear Sir,
How do I find the originality of lenova all-in-one desktop? I have booked a B510 series all-in-one desktop. I’m asking this question because of the story narrated below:
I decided to buy a lenova all-in-one desktop on 6th November and reached “dot com lenova”, an exclusive showroom for Lenova brand at Spencer’s plaza, Chennai.
Upon Mr. Shakthivel, showroom manager’s convincing skills, I decided to buy All In One Desktop B 510 model system after price deliberations. I paid full amount of Rs. 48, 300/- which includes an up gradation of 2 GM RAM and a wireless headphone with mic from good brand.
Firstly, I was told that stock is readily available and I could take the system along with me on the same day. The moment, I swiped my credit card for payment, Shakthivel changed his stance and said that only one display system is available and the other stocks are at storage godown. He convinced me to wait for one day and he promised to deliver the system on 7th Nov at my residence. With hopes, I left home.
On 7th November, when I followed up, I was told that the storage godown was on holiday due to a local festival and I would receive my system on 8th November.
Upon several times of calling up on 8th November, I got hold of Mr. Shakthivel and I was told that the system has to come from Bangalore to Chennai and it would take one more day. Why did he lie to me at the time of booking?
On 9th November, I got frustrated calling repeatedly with response and finally got him through their showroom land line phone and understood that the system got drenched in rain while shipping from Bangalore, so I need to wait till 12th November to receive my system.
On 12th November, I get a call from Mr. Shakthivel (first time ever he calls up a customer proactively) to say that the system would reach me on 14th November due to shipment delay.
While I got completely frustrated, asked for the money paid back. I was denied brutally to return the money. Also, was not advised to connect anyone at Lenova directly.
Since, I had paid the total amount, I was left with no choice to wait till 14th November.
I tried calling Mr. Shakthivel on 14th November and his mobile was switched off and I tried reaching him through land line phone at his office. To my surprise, I’m hearing that Mr. Shakthivel has gone on leave and would return after few days. Tried speaking with someone called Mr. Ram at their office but in vain as he barely spoke in English / Tamil and that too with rude tone. Why did he again lie to me that the system would reach on 14th November?
With all efforts, I got hold of Mr. Kushal, owner of dot com brand on 14th November and escalated the matter. He wanted time till 16th November to deliver the system as he is expecting same from Bangalore. I had demanded for my money back if the system doesn’t reach me on 16th November, for which he agreed.
On 16th November, after several phone calls, I reached Mr. Kushal on his phone. He wanted the order number to follow up on delivery, which was sent to his phone via sms and there comes a reply that I would receive the system at my residence after 7.pm. I did receive a call at 6.pm and informed that my system has reached their showroom and wanted my permission to upgrade RAM (I had asked for an additional 2GB RAM). I was unsure and rushed to their showroom to check the system personally. There I see my lenova system in the box and was relieved. I gave permission to upgrade my RAM, they made me wait for 1 hour and then confessed that the model being new, the technician couldn’t upgrade it immediately and they need support from lenova technical centre for the same. I was asked to go back home and the promise again to deliver the system at home next day morning.
On 17th November, I waited till 4.pm and no update from them. When I followed up again, I was told that the system would reach by 6.pm. As usual, no update till 6.pm and I followed up again to know the status and received my system at home finally at 7.pm. service engineer took 2 hours to set it up, however couldn’t find a way to activate TV Tuner. He confessed he couldn’t address the issue and would send someone senior.
On 18th November, there’s comes a senior engineer at 12noon and struggled till 3.pm and agreed that he couldn’t resolve the issue and wanted some more time. At 6.pm, I receive a call from lenova contact centre and the customer care member asks me if I logged any compliant. When I tried explaining the background, he said that he was unable to reach the service engineer number of dot com dealer, hence call came to me directly. I did follow up with dot com dealer and asked to connect with customer care immediately.
On 19th November, another service engineer from dot com dealer visits home and resolves the issue.
Today 24th November, I'm penning this experience because the RAM upgraded is not working properly, I’m getting blue screen problem since yesterday. My wireless headphone is yet to reach me, no update from them. I feeling low to call and shout at them again!
Is there anyone from lenova reading this, please make a note of your customer’s worst experience.
My System seriel number is ES07032221.
Warm regards,
Prabhu Shankar
[email protected]
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