Hi I, Santosh V Vaidya, had purchased Lenovo mobile from Telephone Shoppe Sadashiv Peth Shop Number 1 Near Dyan Prabhodini High School Sadashive Peth Pune Maharshtra Pin 411030 Mobile Model – Lenovo P1a42 IN SL 3GRAM Purchase date – 08-MAY-2016 Mobile IMEI/SN NO. – 86736302 9335217 It worked normal till 01, Jul, 2016. Since then it troubled me a lot. Frequently, though the battery is fully charged, it was not starting. The screen with ‘Lenovo’ word was blinking on screen for some time (around 10 second) and closing it off (around 10 seconds). This used to continually happen around 2-3 hrs.

After that, though it used to get started off, used to flash a message ‘Android is starting Optimizing App 86 off 90’ Finally I took my mobile to Lenovo customer care center B2X . The experience there was so bad that it should better be named as ‘Lenovo Customer Exploitation Center’. I am putting forward my experience. Please read it till end. Details as mentioned on Lenovo Service Record Form Service Center Name :- B2X-020 Kavya Enterprises No: SRB2X0201607110010 On Saturday 9th Jul,2016, I called at 12.15 PM, at store to get the address and take my mobile there. I was told not to come that day as all token (110 nos.) has already been allocated. So just after 1 ½ hr, the office started, 110 token (for a completed day) ware already distributed So I decided to go on Monday 11th Jul, 2016 .The B2X-020 Kavya Enterprises Office timing is 10.30AM – 6.00 PM. I thought, I better go there during my travel to office. I reached by 10.25 AM and saw around 40-50 people already scattered and waiting to enter in the office. A maid was cleaning store floor and was not allowing any one to enter as it was wet. People literally rushed to collect the complaint forms (marked with token number). I got form with token number as 23. So thought, at the most in 30 minutes, I will finish up and move to office. At 10.45 AM, one counter got opened and by 11.00 only 2 tokens were addressed. Representative for remaining counter (2 counter) came at 11.15 AM. All the people standing around me, including me, were totally frustrated. Many of them wanted to go to office, attend college but had no option other that wait for their turn. My turn came at 12.30 PM, by that time I was totally exhausted because of standing, (as all of the benches were occupied and no place for seating) frequent call from my office. When I reached to counter and busted annoyingly to the customer care representative that why they do not improve their service as it took me 2 Hrs 45 Minutes to wait my turn. He calmly said that why you did not go for the best in class mobile to have best service. How rude!!!!. So I called office owner and wanted to put forward my request on service quality and also about rude behavior of the representative, he was also least bothered and ignored it completely. I had no time in arguing with them, so I put forward my complaint which I was facing with my mobile. Without letting me know he removed scratch guard (worth Rs. 200), to check screen damage. I asked why he removed it without letting me know. He replied that it’s there standard process. I was shocked to know this. It was not my first time I took my mobile at Customer care center. Again had to keep mum. He told me that for software recovery it will tak e 4 days and for hardware change it would take 15 days. I said ok and left for office. On Friday 15th July, I got call from customer care center, that my mobile is been repaired and to be collected any time between office hours. On Saturday 16th I went to collect my mobile at 2.00 pm, representative, told me to wait for 10-15 minutes. So I did. After 15 minutes again I went to delivery counter, he told me that my mobile is not yet come and wait for another 10 minutes till he call me . After 15 minutes he called me, and handed over my mobile. I started checking it, but it was not starting at all. He told me that, battery is completely exhausted. Wait for another 10 minutes, meanwhile he will charge the battery. After 15 minute I went and checked still mobile was not starting. So he told me that he will take mobile for quick charging and wait for 10 minutes. After 15 minutes I went to counter again to get my mobile. It was not charged, I lost my patience, so I told him that le t me take my mobile back to home and charge it there. And will check my mobile after charging. So I come back home and charged mobile for 45 minutes and tried to switch it ON. It got switched on, but when started it again had some problem for which I took my mobile to customer care center. I took my mobile back again to customer Lenovo exploitation center and deposited there for repair again. With the kind of experience I got, I am totally dissatisfied for following point. I would rank the service level to by minus 10 (-10). Following are the most frustrating – Why Customer Care Representative not coming on time at 10.30 AM? – Why only, in time is noted on token form and no out time is noted. This will give clear picture how much time the customer has wasted. – Why only 2 customer care stores in Pune and that too those are far off. 15 KM away from each other. If more than 100+ technical complaints are registering every day why can’t you can establish more than two custom care store. – Why can’t establish a website where people can register technical complaint and will get a complaint number a tentative time to visit and deliver his mobile at Customer care center and lest customer register there feedback on quality of service rendered by customer care center on their complaint. – The landline number 020 60309100 and the mobile number 7218536171 most of the time are switched off – When I called on customer care toll free number, surprisingly that representative told me that we cannot have any complaint other than technical complaint and also he is not aware of phone number to register non-technical complaints. Considering all the inconvenience which I am facing, I am taking up this matter with consumer court. Even I am spreading my experience using social media facebook , whats app. My Details are Santosh Vaidya Mobile Number

Regards
svv1975@rediffmail.