03-15-2012 06:39 AM
Last Tuesday, 6th March 2012 at around 5pm, I sent my laptop for repair for Lenovo in Bukit Timah Shopping Centre. There were no serious problems with my laptop, just that the keyboard was not functioning well.
The staff told me that I might have to pay for the faulty keyboard as it might not covered under warranty. I was confused with why I had to pay for it so I asked the staff a few questions.
He was explaining it to me and got interrupted by a female staff. Judging by her accent, I believe that she is not local. She must have mistaken me for another race because she started speaking in Chinese to the staff serving me.
She told him “you don’t have to waste your time explaining the details to her, just tell her that we will repair it and if the warranty doesn’t cover the cost, we will tell her to pay”.
I was upset, as I believe as a customer, I can ask a few questions regarding my laptop since I’m entrusting it to your company. I didn’t tell her that I understood what she was saying as I didn’t want to make a scene.
The staff then continued to explain to me what was wrong with my laptop when the female staff interrupted him again. She was complaining about other customers, calling them “idiots” and “a waste of her time” in Chinese to him.
This is not something she should be talking about with other customers in the shop. Her actions were unprofessional and rude.
I was told that they will take 3 to 5 working days to repair my laptop. However, after more than a week later, I did not receive any calls from Lenovo. Earlier today, I called in to check if my laptop was ready and I was told that they did not even start on the repair. The reason given to me was “the manager was in a meeting”. My laptop was in the shop for 10 full days and the manager didn’t have the time to give it a check?
I am very disappointed in the efficiency and service of your staffs. Really hope that you will do something about it.
03-15-2012 11:02 AM
03-20-2012 01:56 AM
I'm sorry to hear about your experience with one of our service provider in Singapore.
I can understand your disappointment and appreciate you taking the time to share your feedback.
I would like to see if I can assist on the matter and expedite your repair.
I've sent you a private message requesting for some additional information.
Please let me know.