Any way to complain on local (Russian) Lenovo service?

[andmed]

Hi. Can anyone suggest, please, what is the best way to draw the central Lenovo Office's attention to one's national customer and support service?


On our local Russian forum I was given an e-mail address lenovo_support@lenovo.teleperformance.ro and have drafted a letter in English on occasion, but am not sure, that this e-mail address is the right one for this end (And is any better if the letter is done in Chineese?)


Here is the letter



Dear Sirs


I have a problem with my Lenovo Thinkpad x220 (R9-XXXXX), and it seems to be the problem not with the particular Service Center (Maintenance shop) I am dealing with, but rather with the national Lenovo Service, as its' Russian Branch here seems to be incapable of providing adequate service to the extent that makes one doubt I have made a right choice when I bought Lenovo product.


i) I think it is a matter of interest to you, that I have published my problem at a web forum where Russian users of x220 model share their experiences. It is a very lively and large thread.

http://forum.ixbt.com/topic.cgi?id=17:46254:969#969

http://forum.ixbt.com/topic.cgi?id=17:46254:1687#1687

http://forum.ixbt.com/topic.cgi?id=17:46254-68#2075


As you can see there my problem was given some feedback from other users, this feedback suggesting that their own experience with Lenovo support was, alas, not entirely satisfactory and mainly for the following reasons:

1) The terms of replacement of some details from Lenovo seem to be up to 6 months, or even more, which is far much more than the legitimate term according to Russian Laws and are even the potential reason for formal claims from customers.

2) Local Lenovo Phone support is mainly useless and totally uninterested in helping to really solve the problem even when you have the registered ticket at hand, causing distress by the very attitude they demonstrate.

Overall, the standards of Lenovo support are far from being satisfactory.


The web forum I am linking your to is the place where I was given your e-mail address to try to convey to you our dissatisfaction with your Russian Service. And whatever the outcome of my particular case will be, I am sure you can find there much more information about problems Russian users are having with Lenovo.



ii) My particular problem is with the 9-cell battery I bought for my x220. It came out of order and on 28th May 2012 the service centre Topaz 2M in Moscow accepted it for repair.

About one month later instead of getting the repaired battery back I got only to know that the battery was due to replacement.


One more month later I had to contact Lenovo phone support because the battery was still not in place. Instead of the battery I was offered complete replacement (recall) of a laptop, which I declined, as I have no problem with the laptop itself and have no intention to give it back. (In fact, I have upgraded it much and it makes no sense for me to give it back just for the reason of a faulty battery)

Several calls to you Lenovo Support Service at +78005550317 were required to finally get an assurance from the Russian Lenovo Representative that the battery will be in fact delivered on 29th of August at the latest. The number of Lenovo ticket for the replacement of the battery was said to be 7020058278.


In belief that the promise will be kept I waited one more month, but yesterday, that is the 4th of September I was in the Service Center again only to know that the battery is still not in there. When I called Russian Lenovo support service, the man, who introduced himself as Victor, said that the above mentioned Lenovo ticket was closed, and he was unable to explain what it means in terms of getting the battery back.


That was me who had to communicate your Lenovo support representative Victor and a service man of the Service Center with my cell phone, and that was the only way for me to get to know that the reason of closing the ticket is still unknown, and there is no information about the battery. In fact, Victor during the phone conversation with me have forwarded me to the Service Center, obviously in belief that this journey will take some of my time, but as I already was in place, it was naturally he, who was finally to provide answers to the question why the battery had not yet been delivered, thus, meaning, that the journey Victor suggested for me to make to the Service Center would have been completely in vain. This all does not make one's life happier and is evidentiary of the level of support we are getting here from Lenovo.


This simple matter has already required me to make a two visits to the Service Center and make no less than five or six calls to Lenovo technical support (none of which was to a slightest degree meaningful) and yet more than three month after, neither do I have a battery, nor any kind of information when it is going to be delivered and what is the reason of delay. I deserved no excuses from any representative of Lenovo either.


That left me no other way but only to submit on the same day, the 4th of September, through the Service Center I was in, the written complaint, which complaint (in Russian) I am attaching hereto, where you can find some more details, numbers etc. I am looking forward to have my issue solved, but since my previous experience suggests that my complaint will not be given due consideration by your Russian Service, I have good cause to make it known to your office as well.


It is also a matter of interest, that the service center Topaz 2M, being the official maintenance facility of Lenovo, or others, do not sell spare batteries for Thinkpads (at least, they tell that they do not sell), thus, forcing users, (and me in my particular case) to resort to "unofficial" (that is, internet-based) sources for spare batteries, which might not be helpful with the warranty when it comes to Lenovo (if that is the real reason Lenovo is so slow in making replacement of the battery, which I do not know, as I simply am not given any information on this and am only wondering. I do not know who is to blame here, if it is true, and what is the right way of getting spare batteries in Russia in these circumstances, and Russian Lenovo's support was not helpful in providing answer to this question either.)


I welcome you intent to not only help to solve my long overdue issue, but also to support your other loyal customers in Russia by reviewing generally how well the Lenovo's standards of assistance are being observed by your local representatives and customer service and welcome your closer contacts with the community.

Truly,