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TriveniGanta
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Posts: 4
Registered: ‎05-03-2018
Location: US
Views: 335
Message 1 of 6

Horrible customer support

I had brought Lenovo Y40-80 Laptop in 2015 and also purchased /extended the NBD warranty  for same at the end of the initial warranty 

 

Recently i had lot of sound from the machine which i call the customer care and raised ticket in the month of march and they took more than a month to send the technician along with parts and after he come and replaces the parts the laptop worked only for 15-20 min and for the technician the case was closed as the replaced the part and there is no noise and but after he left the laptop screen is not at all showing any thing (comeplete blank ) and now this machine is completely dead only i can see power and battery lights 

 

Immideatly i called the techincan who replaced the parts to look at the issue, as he already closed the case he can't check it out with out  assigned call/ticket to him 

I called the customer service and explained the problem they said they had created the ticket and it will only be addressed in 3-5 business days and that too only after they have the parts means another 1 more month to get it addressed then i asked about what does NBD means even though they say 3-5 business days 

 

I requested to provide the higher offical whom i can speak as i can't wait for that long , the representative took long time and not provided proper contact 

after lot of disucssion i demanded for a replacement of the laptop and then he said thet the case whas been raised to sr.manager sort of guy and they will be calling me back in 3-5 business days again and they canceled the the technican visit as this has been raised to sr.manager or who ever so 

The representative doesn't even provided the escalation process as well.

 

Case Numebrs

8011116598 - Created on 2nd May 2018

8010923467-Created on 23rd Mar 2018

8010947542-Created on 28th Mar 2018

 

I totally feel now that i had made a mistake by purchasing a laptop from lenovo 

 

 

 

 

Administrator
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Posts: 6,750
Registered: ‎09-03-2014
Location: SK
Views: 304
Message 2 of 6

Re: Horrible customer support

Hello and welcome to the Community,

 

Do you by any chance have the case number for the escalation to the Sr. Manager?  I can work with the service case numbers to try and find out what is happening but with an escalation case number I can see almost immediately.

Andy


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TriveniGanta
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Posts: 4
Registered: ‎05-03-2018
Location: US
Views: 275
Message 3 of 6

Re: Horrible customer support

Hi Andy 

 

i had alrready mentioned my case numbers

 

Case Numebrs

8011116598 - Created on 2nd May 2018

8010923467-Created on 23rd Mar 2018

8010947542-Created on 28th Mar 2018

Administrator
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Posts: 6,750
Registered: ‎09-03-2014
Location: SK
Views: 269
Message 4 of 6

Re: Horrible customer support

Hi TriveniGanta,

 

A bit of a misunderstanding here perhaps, those are service case numbers which I can work with but it takes time because I don't have access to that software.  Have you received a complaints case number yet, probably begins with 03..

 

Thanks in advance

Andy


English Community Leader


Please remember to come back and mark the post that you feel solved your question as the solution, it earns the member + points


Did you find a post helpfull? You can thank the member by clicking on the star below their post awarding them Kudos


T430 2347-G7U W8 x64, Yoga 10 HD+, Tablet 1838-2BG, T61p 6460-67G W7 x64, T43p 2668-G2G XP, T23 2647-9LG XP, plus a few more.


Please don't ask me questions by Personal Message; questions belong in the forums.


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TriveniGanta
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Posts: 4
Registered: ‎05-03-2018
Location: US
Views: 259
Message 5 of 6

Re: Horrible customer support

Hi Andy 

These are only ones which your (lenovo) customer care service representative provided to me  the last case number  which i have is 

8011116598

 

Thats why i say your service to customer is horrible and pathetic. No Proper information was provided  by your team

 

TriveniGanta
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Posts: 4
Registered: ‎05-03-2018
Location: US
Views: 253
Message 6 of 6

Re: Horrible customer support

At last after 3 days they assigned a case number 03602548

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