| Name of Complainant | |
| Date of Complaint | August 23, 2023 |
| Name(s) of companies complained against | Flipkart and Lenovo |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I ordered on Flipkart (OD428642769960497100) the Laptop (Lenovo Ryzen 5 Hexa Core – (16 GB/512 GB SSD/Windows 11 Home) IdeaPad Flex 5 14ALC7 Laptop (14 inch, Storm Grey, With MS Office) on 19-07-2023 and the product was delivered on 21-07-2023. After checking I found that the touch screen was not working. I raised the complaint on 23-07-2023 (within 7 days of delivery and as per return/refund policy). The complaint was registered. I got couple of calls from Flipkart with standard questions regarding product and was given assurance that the product will be replaced/refunded. But nothing has happened, and the complaint was closed without my consent on 07-08-2023. When I called up Flipkart customer care to give me reasons for closing the complaint without any action being taken, the customer care executive felt SORRY for the inconvenience and relogged the complaint and assured me that it will be replaced/refunded at the earliest. When I asked him, how will you manage the replacement/refund policy (of 7 days). He said – that will be taken care of. I checked my Flipkart account and it showed that “the complaint is OPEN”. Again, I got couple of calls from Flipkart customer care with all type of queries regarding the product. I conveyed everything related to the product and on 14-08-2023 the complaint was closed without doing anything (neither replacement/refund was provided nor technical visit from Lenovo team). And a message was sent to my Flipkart account which reads “YOUR ISSUE SOLVED BY TROUBLESHOOTING”. And the details of Lenovo Toll free number and couple of other numbers were shared. And was asked to contact Lenovo for further assistance.
When I contacted Lenovo toll free number, they asked me few questions and asked me to drop an email with all the relevant documents pertaining to the product. I shared all the screen shots, order copy and Tax Invoice Copy. Lenovo customer care assured me that they’ll do the needful after getting confirmation for replacement/refund internally. Then I received a call from Lenovo saying that replacement can’t be done as it is out of 7 days period. I narrated the entire episode which is written above regarding the calls with Flipkart customer care. Thus, they assured me again saying we’ll try our level best. Nobody from Lenovo has updated me until I called them up on 21-08-2023 to figure out the update, which was VERY BAD for a reputed brand like LENOVO. And whenever they called me, they said that “we are calling from “Premium Care Team”. Is this how the Premium Care Team takes care of their customers ???
The Lenovo executives who called me (audio/video calls) were – Rohit, Ms. Bharthi, Sachin, Md. Aquib, Amit Kumar, Aman and Mr. Vinoth. And finally, after banging my head with so many people and explaining them the same thing on every call, the result was – “YOUR LAPTOP IS OUT OF 7DAYS, THUS ONLY PART REPLACEMENT IS POSSIBLE” and forced me to agree on to this.
I’ve purchased this Laptop for a project which I was not able to do. I’ve spent such a huge amount and in turn got a faulty product. I’ve been mentally harassed by multiple calls by Flipkart and Lenovo.
I want REFUND and a compensation of 1Cr. for mental harassment and mental trauma from Flipkart & Lenovo. Please help me.
Thanks a lot.
