This is precisely the feeling that I have. My newly purchased Lenovo Z2 Plus handset has a motherboard problem. Flipkart fooled me and now Lenovo will replace motherboard but not provide a replacement. My open letter below!
Dear Lenovo and Flipkart,
Lenovo Complaint Number: 170729012800
Flipkart Complaint Number: IN1707282329081174580
You are the respective manufacturer and distributor of Lenovo Z2 Plus in India. I purchased my handset on Jul 10, 2017 and requested replacement(reported on Flipkart website) within 10 days of product arrival. A Flipkart executive called me on Jul 22nd and asked me to update my system software. The phone was hanging earlier(while using simple applications such as Photo Gallery and Skype Lite). Yesterday the phone completely died and Flipkart is unwilling to take any responsibility.
I visited a Service Center and spent 2 hours this morning; finally, I was told it is motherboard fault and motherboard replacement is required. I suddenly felt like a new born is asked to go through a kidney(or perhaps, a heart) transplant!
Also, I was told that I will not receive a replacement handset; I am only entitled to repair. It’s a terrible feeling to learn that a handset that’s not used by you even for 20 days is going to repair; and moreover it’s going in hands of bubbly, young kids who have no sense of responsibility and professionalism; they were giggling and talking when 50 customers were waiting patiently at the center! God alone save my handphone! Are you guys serious? What can I expect to get back in return after 10 days? And can I expect the phone to sustain for 2 years at the very least(well it could not see the sunlight on 20th day itself!)? I have a few questions for top-management of Flipkart and Lenovo(both):
1) How can a brand new product fail within 15 - 18 days of use? There was no mishandling like dropping or water spillage at my end.
2) I had purchased a new phone; it wasn’t box opened or refurbished piece. There has to be a better quality assurance than 10 days for major problems like the one I am facing.
3) I just have one handset; how will I manage for next 10 days? I have back to back travel plans and without a phone, I am handicap. In my wildest dreams, I hadn’t imagined that I will be in this kind of mess(within 20 days of purchasing a new handset).
4) It’s a terrible feeling of betrayal; although I reported issue with my phone in time; I was misguided by Flipkart and now within 15 - 18 days I am in a major mess. When I approached Lenovo, they are equally apathetic. Listen, I am an entrepreneur, teach in prominent b-schools across India, I serve the I&B ministry and am a student pursing doctoral program in management. I really have no time to follow up for a phone. And ironically, phone is my lifeline!
5) I called both, Lenovo and Flipkart and no one is willing to take responsibility for the faulty product, for misguiding me at time of replacement request and for the inconvenience caused.
6) Both brands claim excellence in quality and customer care; unfortunately I see none! You may spend less in advertising; but at least take moral responsibility of GENUINELY faulty products for 30 days from date of purchase!
7) In my case, it looks like a pre-plan by Lenovo and Flipkart to dump faulty seconds quality product, offer a short return window, kill time if any problem gets reported then and cheat customers!
Need you guys to give a though to this and respond back. Perhaps change in policy and an exception for cases like mine should be considered.
Rgds
Ami Shah