Posts Tagged ‘customer service’

This is wisdom in hindsight for me, but I would like this to be a warning to anyone who ever considers purchasing a Lenovo product. DON’T. Unless you want to get stressed out, want to throw away good money, want to be frustrated with an incapable and insensitive service team.. you get the idea, don’t you?

I had purchased a Lenovo Netbook in January, 2010. As a regular traveler, this light weight personal computer was my perfect productivity companion, and I depended on it totally, to run my business, from wherever in the world I was.

It had some niggling issues from the beginning.

Most times when I restarted the machine, the specific keys with “function-digit” connect, would go to the numeric mode, without so much as a warning. I would not know why the keys will not work. After a few hours of challenge, I found the answer in some user posts online, and figured this out.

It still beats me though, as to why they would set the machine into the num lock mode, for those letter-digit shared keys, every time I boot up??

The second problem that was faced was that in the sleep mode, the computer would get EXTREMELY HOT. So much so that I needed to keep a kind of insulator between my lap and this machine, else I would get burns!

And the third strange thing that used to happen was that the machine would not work on board a flight?! The hard disk would not be detected in air?! I tried to find answers for this online but never got them. Once I’d land on ground, usually, the machine would restart fine. I could not replicate the problem on ground, and found it very very strange.

Managing with these woes somehow, I continued using this machine. Till I got into a worse problem. This time around, the hard disk detection failed to happen, even on the ground. And this happened at a time, when I was a speaker at a conference, and was totally stuck, on account of being unable to use the PC.

Coming back to office, I was able to access the PC in safe mode, and get some of my data backed up.

After that, it has been ONE LONG SAGA trying to get the machine repaired by Lenovo. It is close to ONE MONTH now, and I remain without this computer.

We sent the PC to their service center. They sent us back. Said that someone will come to the office and repair. Got a case number and all that: Case # 4270053609.

Someone did come in a few days. Tried to fix. Could not do so. Said he needs to come with another Engineer.

Came again, still could not fix. Now said that he needs some CD / optical drive. Took like 15 days, and could not find the CD. Called us to ask if we had it. Nothing had come with the package. So no, we did not have it.

Finally got good news that they found the CD. But it still took 4-5 days for person to come to our office.

Oh, tough luck now.. CD did not work. And they did not have anything else.

Now we are given the internal saga. That they are only a service representative, and this will have to be escalated to Lenovo directly. Ok, do I care what they need to do internally?? And I always thought I was talking to Lenovo anyway!!

Whatever that escalation was, was clearly a slow escalation (so much for ‘escalation’)! Nothing moved for another few days. Now I am told they have found something in Bangalore and it has to be sent to Mumbai. And I am sure they are using snail-mail for the same.

Waiting.. waiting.. more waiting.. :((

Meanwhile IN THE WARRANTY PERIOD, I am without the computer for nearly a month now. On account of expecting the machine to start working soon, I have not gone and purchased a new PC (why should I spend more, when I have already spent on this one? And if I do spend, will Lenovo reimburse??). And due to which reason, on my commutes, and during my travel, I am not able to use my time to work on the computer. And my productivity has suffered tremendously.

Total and complete frustration!

My losses are much higher. But can I expect a refund of the money paid, and then let them take the computer and dump it away if they like.. I will take my business elsewhere. And if they cannot do so, maybe they can give me a fresh new piece, and then I will pray and hope that it just works!

What do you think??

** Update on 6th Sept, 2010 at 10-30 pm **

I had shared my agony as described above, on Twitter, Facebook, etc.  Many have confirmed their own impressions on Lenovo to have pathetic service levels.

I also wrote to Lenovo HQ with specific mentions to the Chairman, CEO and Global Services in charge. No response.

In my various tweets, I had included the twitter handle of Lenovo India (@lenovo_in). Not a single response tweet from them. I had also added other Lenovo twitter handles like @LenovoCares (that is a joke, of course!) and others. No response from anyone yet!

A couple of friends with connections in Lenovo, who saw my Facebook post, offered to connect my case to the concerned persons in Lenovo. As a result, on Ms. Poornima Matthan, in charge of communications, wrote back to my friend (I was in cc) saying that they had spotted my blog, and were keen to sort this out at earliest.

But the service center was ill-equipped and incapable, as can be seen from the update I shared with her, at 10-15 pm roughly:

—-

Here’s an update..
– there was NO plan from the service center to sort out my problem today,
– perhaps due to pressure from Lenovo or whatever, they diverted a person who was on another call, all the way from World Trade Center to my office in Govandi
– person reached at 6 pm in the evening
– at the outset, I told him that today was the last day that he had to fix my PC; if not done today, then I do not want any more experiments of repair etc. – only replacement hereafter.
– he worked for an hour or so; found that the CDs he had with him were not the right ones 😦
– said that there was some place in Chembur from where he could get these, and he will come back
– I agreed to allow him to do so
– He went out and returned at 8-45 pm
– I was waiting for him
– He worked on this till 10 pm now
– He could not fix it – said CDs were not correct
– He clarified that these were not original CDs but CDs that were written into, from original CDs
– He also informed that he was to leave the job from this service agency, but he was asked to continue as there was no other service person who could handle these kinds of computers – shows how ill-staffed the agency is

At 10 pm, the service person got me to speak (in all of this one month, for the very first time) to some Ops Manager at his end. The ops manager wanted to send him again tomorrow, and also asked me what the real problem was!!

I refused to have anyone try to repair the piece anymore. I conveyed that Lenovo was INCAPABLE of servicing its machines!! And I don’t want any more experiments at my account.

Also I refused to tell him what the problem was. Does he not have access to logs?? After one month, he is doing me a big favour by asking me what the problem is??

He pleaded and requested for an additional day and one more attempt to repair the piece.

I have not accepted. I will take whatever further actions that I need to, including going to the press, burning the netbook and putting the video on YouTube, or going to consumer court, or anything else.

But I do not have time nor energy, or patience, to have him keep trying to solve the problem, when he clearly is not capable of doing so.

Either give me a replacement machine or full refund or I take suitable further appropriate actions, as I deem fit!!

– Sanjay

——

So this is where matters stand..Lenovo sucks big time, and their service center, Maitreyee is also pathetic!

I am a Citibank platinum credit card holder for YEARS, with an excellent history. In fact, I hold a Diners Card and a Mastercard, and I also have an add-on card, all of Citibank, and I have had a generally decent relationship with the bank. The one experience that I had recently, and especially their response, leads me to believe that Citibank has sunk, and is currently in a desperately sorry state.

My recent communication to their service team, over email, details the story as it happened, and I quote:

———- My email to Citibank —–

Dear Mr. Prasad,
This has been one of the most frustrating and embarrassing experiences that I have had, on account of Citibank.

Here are the details, some of which you are aware:
1. Against my statement, I make the exact payment of Rs. 35,497.10 to Citibank.
2. While feeding in the entry, there is an error from your end, and you feed it in as Rs. 35,497.
3. The cheque returns due to this difference, being an ‘encoding error’.
4. When I hear about this, I check with my bank, HDFC Bank. After their checking, they inform me about this error from your side.
5. I call up Citibank immediately. While they confirm that the cheque has been returned, they do not know the exact reason. So they confirm that they will check this out, and meanwhile, in order to keep my card active, they ask me to make alternate payment immediately.
6. In fact, I am advised that for earliest credit of payment, I should make an online payment via Net Banking. They also advise me that I should put a stop-payment instruction on the original cheque.
7. I enquire about possible delayed payment charges, etc., and that this being a fault of Citibank, I should not be penalised for the same. I also convey that they should not make me call up multiple times and waste my time. So the operator assures me that HE will call me, to confirm that the charges are reversed.
8. That said, I do what he suggests. I make immediate payment by net banking, via your website. And I also put a stop-payment on that cheque.
9. As confirmed, I get a call from the Citibank operator a few days later, that the delay payment charges are reversed.
10. At this point, I am relieved that the transaction is sorted out. Little did I know that worse was yet to happen.
11. After the independent enquiry by Citibank, about this cheque, they recognize that they had keyed in the wrong amount (35,497/- instead of 35,497/10), and in all their wisdom, they now decide to represent the cheque! This is after I have already made alternate payment, and put a stop-payment instruction on that original cheque, as guided by the Citibank operator!
12. As expected, due to the stop-payment instruction, the cheque returns back!
13. Now, without giving me any intimation (at other times, for various transactions, there are all kind of messages and alerts), my card gets blocked. I have no idea about this.
14. We get a rude shock, when my wife fills up petrol in her car, and offers her add-on card to make payment. And the card is rejected, as it has been blocked.
15. As luck would have it, she was not carrying enough cash on her, she was nearly 15 km from where I was, and the only option was to rush someone with some cash.
16. During this time, she went through the most embarrassing time, waiting for the money, and which caused huge agony and frustration.
17. Once I found out that her card was rejected, I got on to the phone with Citibank, and it took nearly 30 minutes of interaction on phone, before I could figure out how much of a mess you had created for me, and how you had put me into this precarious condition. For no fault of mine!
18. In the end, the operator worked around to clear that particular transaction for me, manually, but by that time, it was too late, and we had already managed to reach some cash to my wife.
19. Very graciously, as if he was doing me a favour, the operator offered to reverse the charges for the cheque that came back a second time. A cheque that I had put a stop-payment on, as per advise of Citibank operator, and which you chose to represent of your own will, and which came back. And you are trying to seem very generous by reversing the penalty charges on that cheque for me!! Wow – you are clearly generosity personified!
20. Worse news were to follow. Even though the details of the case were pointed out, and it was clear that you had made all the wrong moves, from the very beginning, and ending with the depositing of a cheque that you had earlier asked me to stop-payment, just because the cheque HAD bounced in fact, I was supposed to make emergency payment right now. Or else my card will not be valid!! I ask you WHY? WHY should I make this urgent payment? My statement is not due yet. I have a clear credit limit that I enjoy. You have screwed the whole transaction completely, at your end. And yet, I have to make some payment, to keep my card active?? What are you talking about??

The above is the complete sequence of events. I need an urgent explanation.

Specifically, answer these questions:
1. Why did you make a stupid mistake of punching in a wrong amount in the first place? The entire saga is one of a 10 paise error!!
2. Once you advised me to pay via online banking to cover the transaction, and which I did, WHY did you represent the cheque??
3. Why did you represent the cheque which you had advised to have a stop-payment put on??
4. Now that you realize the error and that it is completely your fault, why can’t you override your system and unblock my card, without needing me to make any payment???
5. Most importantly, for YOUR mistakes ALL THROUGH THIS SAGA, I have had to spend so much time on phone, at both times, now again, as I write this email and send these details to you, and my wife was stranded on the petrol pump.. for all these pain that you have given to us, HOW DO YOU PLAN TO COMPENSATE???

I await your response.

——— End of my email to Citibank —–

By the way, to the earlier basic enquiry about this cheque payment, this is what Citibank had written back to me:

————- Message from Citibank to me ———– (my rejoinders for purpose of this post, in blue, below!)——

Dear Mr. Mehta,

This is with reference to your email dated April 20, 2010.
We are concerned to note the feedback on your recent experience with us. We regret the inconvenience caused.
Based on the issue raised by you, we have forwarded your query to the concerned department and we find that the cheque # 0792870 was incorrect encoded without 0.10.
** They admit the mistake made **
We wish to inform that we have represented your cheque # 0792870 (** WHY did they represent the cheque, damn you? **) for realization to your bankers and we are in receipt of your Online payment of Rs. 35,497.10 (** They confirm that the online payment has already been made, yet they represented the cheque!!). Both this payment credit reflects in the April 2010 statement (** first of all, ‘this’ and not ‘these’ – Citibank, learn some grammar; secondly, WHY do they want to have BOTH of these in credit at their end?? Of course, in reality both DID NOT get credited, as the cheque had stop-payment instructions!).
We confirm that the Late Payment Charge of Rs.700.00 levied in the statement for April 2010 has been reversed and this credit will reflect in the statement for next month (**small mercies).
We value your patronage and loyalty and we would like to reassure you of our diligent services (** Oh please.. give me a break!!).
Should you require any further assistance please feel free to revert. Alternatively you can contact your nearest CitiPhone Banking.

We assure you of our best attention at all times.

Sincerely,

S. Prasad
Officer – Customer Care

Citibank India has been awarded the “Best Consumer Internet Bank 2009” by Global Finance (** So isn’t this the funniest irony of this saga??!).  Log-on to http://www.online.citibank.co.in and experience the convenience today !

——— end of Citibank’s email to me ———

Now, waiting for Citibank’s response. Will share the details as the drama continues to unfold, here. Watch this space!

*** Update ***

After the above mentioned developments, I got a couple of emails from Citibank, promptly within the (internal, I presume) stipulated SLA period of 3-4 days. Each one saying that they were sorry to not resolve the matter yet, and that they needed some additional time. After two such extensions, I finally got a call from someone in the VP’s office, in Chennai. He apologized profusely for all the troubles, including what my wife had gone through, including the fact that they had made a mistake in representing my cheque even though I had paid already, and for having had our cards blocked for so many days.

I had purposely not paid till that point, as I was looking for a resolution on this matter. Without asking me to pay anything, he confirmed that my card was fine and usable right away, and that he had credited my account with 3000 reward points, which for my Platinum card, were the equivalent of Rs. 3000.

I thought this was reasonable. I thanked him for sorting this out finally.

Later, someone from the customer service team called and repeated the whole thing, and I also got the following email, from them:

—————– Latest email from Citibank —————

Dear Mr. Mehta,
This is with reference to your email dated May 01, 2010 and further to the telephonic conversation you had with Ms. Zakira on May 11, 2010.
We were unable to respond to your query within the stipulated time frame as your query was under investigation.
Our top-most priority is to ensure customer satisfaction through quality service and addressing customer’s concerns satisfactorily. It is indeed disappointing to note that your experience has been to the contrary.
We are concerned to note the dissatisfaction expressed by you due to non-approval of authorization in your card ending 0006.
We sincerely apologize for having presented your cheque # 792870 to your Banker.
Despite the highest control standards, an occasional error occurred and we would like to sincerely apologize for the same.
We can understand the confusion and anxiety it would have caused you.  We assure you that we have taken sufficient steps to ensure that such instances do not occur.
We confirm that your card ending 0006 is in active status and you can use the same for future transactions.
We have attached the different modes of payment for your reference.
As a special gesture, we have credited 3000 Reward points to your card account.
This credit will reflect in your next month statement.
If there is anything else that we could help you with, please contact us via our Customer Access Points: indiaservice@citi.com or log into Citibank online or our executives at CitiPhone banking are always at your service.
We assure you of our best attention at all times.
Sincerely,
S Prasad
Officer – Customer Care
————— End of Citibank’s latest email ——————

So it was a fair resolution after all, and I must acknowledge the same, as fairly as I had raised a ruckus, when I had got the wrong end of the stick.