Lenovo’s after sales service is the worst I have ever experienced across all product/ service categories. I purchased a Lenovo Ideapad Z580 laptop 10 months ago. I was offered a free 3 year warranty upgrade as per Lenovo’s "Do Shield" promotion. This was one of the reasons I chose Lenovo over other brands (A decision I’ve come to deeply regret). I had no clue their ‘warranty’ was actually a cruel joke on unsuspecting customers.
In May 2013, one of the hinges connecting the LCD screen to the laptop body broke. I went ahead and registered a complaint with Lenovo tech support on 20th May 2013. I was told that the problem would be attended to within 48 hours. I waited for one whole week and got no response from Lenovo.
On following up with Lenovo service, I was informed that it will take one more month since the parts are not available in India and have to be sourced from China. After following up numerous times, the problem was fixed on June 13, 2013 - 23 days after my service request was registered.
This turned out to be just the beginning of my woes with Lenovo. Within a week of this repair job, my screen started flickering eventually going completely blank white. I registered another complaint with Lenovo tech support on July 2, 2013 and was again told that I will get a response within 48 hrs. Just like the previous occasion, I waited for one week and got no response.
On following up with tech support I was given the same old answer that the part has to be sourced from China and can take up to 45 days. However, I was assured that my case would be taken up on priority and resolved by 31st July. That deadline too lapsed and the same story was repeated on following up on at least 4 more occasions. As of today, 50 days after my complaint was registered, it still remains unresolved.
On the 51st day I am informed that the issue has been resolved and the service request has been closed without anybody from Lenovo ever visiting me. They advertise their MD Amar Babu’s name on their website and claim hes just an email away. My two emails to him dated 2nd August 2013 and 19th august 2013 both went unacknowledged.
I am truly amazed that any company can get by with this level of apathy towards customers. They are just interested in notching up sales numbers and don’t give a damn about customers. Anybody in the market for a laptop and considering Lenovo – You’ve been warned!