I have to say, i can understand your frustration. I got a company laptop (Lenovo x201). This laptop was bought from Frontier (Bangalore) in May. From the first few day, I had issues with the track pad and touchpad. My company has got onsite service contract for the machine.
The keyboard was replaced after Frontier representative confirm the problem exist. This solved the track pad issue. The touchpad was also replaced. Even after replacing the touchpad, the problem continued. This problem happened intermittently. Frontier on-site representative observed the problem and recommend replacing the motherboard. So, the motherboard was replaced.
This temporarily solves the issue. The same problem started again after 15 day of replacing the motherboard. This time I spoke sternly with Frontier that the problem still persists, so I should be given a new machine. Frontier escalated the issue to IBM. (IBM is service representative of Lenovo). IBM customer support manager dealing with my issue informed me that I have to go through the same steps of diagnosis and part replacement. I told her, I am fine with them trying to understand the problem, but I am no longer interested in part replacement. And if they are going to take the laptop away, I should be given a temporary replacement machine to work on. They didn't agree to this. We mutually agreed that IBM representative would come on-site to look at the problem.
The reason IBM gave was "we do not trust what Frontier have done". IBM representative who came to resolve my issue, observe the problem. He consulted his superior because it was something he has never observed before. He requested me that he would come the next day with firmware to update the system.
Even after the firmware, BIOS and (God know what) everything else was updated, the problem started after about 2 day. This time we insisted on getting a new machine completely. This was way back in August.
Till now the problem has not been resolved. The funny part on this issue was on Wednesday (2 day ago), I got a call from IBM service manager telling me that Lenovo agreed to extend the warrantee by 3 months.
How are they kidding? They are not solving my problem under the original warrantee (with comprehensive on-site service contract) and they are talking about GIFTING me 3 months of warrantee. Today, I have given the laptop back to Frontier. While I was on my way home, IBM and Lenove representatives call me through a conference call. The lady from lenovo tried to sweet talk me into agreeing to put the laptop under observation at their service center. She was simply interested in pushing the matter through without understanding the pain I had gone through. She went on to explain that I have to go through the process I had gone through with Frontier and IBM... What!!! am I hearing things or am I living in a place where customer service is non-existent.
These people are only interested in getting their year-end bonus, NOT in HELPING CUSTOMERS. This is happening for a high-end laptop with comprehensive service contract. I am wondering what these guys would do to laptops that most common people including me (if I am buying my own personal laptop) would buy. This is a question worth asking.
I am going to complain this matter through a consumer court. But what I am interested in is a law that would take matters like this to task. I am feeling harassed relentlessly. Lenovo brand SUCKS.
I had not expressed every details of my ordeal just to present a brief version of what I am currently facing. Please exercise your sound judgment before deciding to purchase a Lenovo machine.
0 comments