Dear Lenovo,
I have purchased a Lenovo ideapad SLO-2 S/N no. CBQ0163816. I am facing over heating issue for which i registered complaint with
you for which the complaint given to me was 4270006874 which was on 5th May but i got call from RT Outsourcing services Ltd on 13th May stating closure for the case without attending as it was crossing the SLA. I asked them how they can close the case without attending it, they then said to come down to service station with the laptop by the so called Floor Manager Mr. Damodar even though it is under onsite warranty. After lot of argument he agreed to send engineer to collect the laptop & asked me to carry with me.
On the next day 14th May the engineer Mr. Subhash came to my office and wants to repair the laptop in my office instead of taking with him, which was not possible to give him place in my office again after argument on this as Mr. Damodar on phone as he was asking me to pay the octroi charges for taking the laptop to the service station. After lot of argument it was decided that the engineer Mr. Subhash will come to my residence next day to check the issue.
Engineer Subhash came next day 15th May to my place & took 2 hours in which he opened the complete laptop & re-fixed it again saying it is not getting over heated & if again problem came then to call again. After that when I tried connecting to internet but i was not able to do it & was not able to see any network connections. I called by ISP provider assuming problem with connectivity but the engineer told that lan drivers are missing & need to check with lenovo for this. I called RT outsorcing office on 17th May for the drivers issue, Mr. Jaganath told me to download them from Lenovo site, I do downloaded the drivers & run them in my laptop after which i was getting a error which is given in this mail as attachment. I again called the RT Outsourcing office stating the issue they asked me to registered a new case as the old case is closed & cannot be re-opened.
I called up lenovo call centre on 20th May and stated the whole episode to them & the kind of response getting from the service centre, the customer care executive help me with the email id to register my grievance with lenovo & gave me a new case id no. 4270011204. I then immediately called RT outsourcing & give them the case id & asked them to come on the same day as if have taken off to solve this issue but they told they will only come once the case reflects in their system as it takes 4-5 hrs.
As expected nobody turned up on that day. The engineer came on 22nd May evening 6.30 p.m and after 2 hours he told me that there is a problem with Operating system which i need to take care as they do not handled OS issues, this really made me angry as the OS was with the laptop when i bought it. After that he connected me to Mr. Damodar again who again spoke to me rubishly & was keen on closing the case. I warned him not to close the case or else consequences won't be good. After lot of argument it was decided that they will check the issue as the laptop is under warranty but told me to backup the data only then they will check, when i requested them to take the backup as it was not possible at that time to do, they bluntly refused to help & told me they will call on Monday 24th May. The engineer prepared the service report stating the issue as problem with Bluetooth, when i asked him about this, he told this is what given to him by his office, i refuse to sign on the service report, after confirming with the office the engineer accepted that it was their internal mistake & he wrongly diagnosed the issue & prepared a new service report.
I bought a new hard disk today to take a backup of the system & when i connected to the laptop it is not detecting, I called up the engineer to come tommorrow & check the issue, he said speak to Mr. Damodar. I called up Mr. Damodar he refuse to speak to me & asked me to call tomorrow in business hours, i begged to him to listen to the issue but he said to call in business hours.
I am really very very dejected with the kind of response i got till date. I feel i have done a greatest mistake by buying a lenovo product for getting such a service. I want to launch a complaint against the service centre but where i will be heard. Can I get justice???
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