Kindly find below PC.

DOP: 2nd April 2016

Model: IP 100
Serial #: PF0FGNXG
Customer number: 9945667778
Customer
Bangalore, KA
Location:
Warranty End
1st April 2017
Date:
ASP Name: HiTech  
Category Customer Comments LenCare Comments
Complainant states he
purchased laptop
manufactured by Lenovo
True for purchasing the machine as per invoice
India Pvt Ltd on 2nd April
however machine is not manufactured by Lenovo
2016. Machine came with
India Pvt Ltd as machine is showing of Malaysia.
Para 2 & 4 IWS for 1 Yr.
True as there is call log in CRM on 22nd Feb 2017
After 10 months machine
(7024954361) for no power issue.
was not powering on. On
searching he found the
authorized SVC.
Complainant states that he
then visited SVC on 18th Feb
2017.
True as there is call log in CRM on 22nd Feb 2017
Engg checked the laptop & (7024954361) for no power issue.
Para 5 & 6
submitted the machine in
SVC by giving True as per the attached slip.
acknowledgement slip
mentioning machine not
powering on.
Complainant states that engg
made not on slip that As the warranty of machine was not registered it
machine is OOW but he would have been showing OOW. In such scenarios
insisted machine has every authorized SVC asks for invoice copy.
warranty on which he was
asked to show invoice copy. Invoice is requested by all SVC’s to validate the
Para 7 & 8 warranty of the machine if not reflecting/not
On further asking engg registered. There is no such intent of wrong doing as
informed that it is a policy to it is a Lenovo policy too which SVC was following
ask for invoice copy for in- to validate the warranty of any Lenovo machine. If
warranty machine also which the machine is purchased out of India then the
shows wrong intentions of passport is also asked to authenticate the purchase.
the SVC & engg.
Para 9 & 10 Complainant states that SVC There was communication made to him informing
sent mail to him informing that RAM was missing. However the Exibit – 4 is
that RAM was missing from not available. This was a miscommunication
his machine but when he initially which was rectified later.
 purchased the machine 2GB
RAM was present in the
machine.
All Lenovo products have a default warranty which
On call with SVC he was was reflecting from date of manufacture. SVC
informed that laptop is OOW didn’t denied to accept the laptop & did asked for
as it was showing 1 Yr from invoice copy from complainant to validate same.
date of manufacture but in This is confirmed by complainant himself in the
warranty card it is mentioned Para 7 & 8. Not sure how this action shows wrong
as from date of purchase intentions of the SVC.
which shows wrong
intentions of SVC.
Complainant states that he
then sent reply to SVC on 2nd
March 2017 where he stated
when machine was submitted
issue was not powering on &
what’s the status. Also he True as per mail attached.
asked about RAM missing.
Para 11 & 12
As updated above this was a wrong info provided
He confirmed that no one has by the SVC & was cleared our later on.
opened the machine or
tampered with it then how
come RAM will go missing.
Hence this shows ill intent of
the SVC.
Complainant states that as he
didn’t received any reply, he
sent mails again on 8th March
2017.
Para 13 & 14 True as per mails attached.
When he didn’t receive any
revert he then mailed to
Services Executive Director.
On 14th March 2017
Complainant states that he
received reply on 15th March
2017 informing that he is
connecting him with special
services team.
Para 15 & 16 True as per mails attached.
On same day SS (Special
services) team contacted him
on mail asking for machine
details which was shared by
him on same day.
Complainant states he
received an email on 20th True as per mails attached. However the demand
Para 17 & 18
March 2017 informing that was unrealistic & was not entertained.
an exceptional approval has
 been taken & RAM will be
replaced under FOC.

On 22nd March 2017 he

requested for 1 Yr warranty
from the date of collecting
the laptop & the reason for
that was fear of pilferage of
original parts.
Complainant states all the
respondents are involved
with each other as there was
False, there was a mail sent by SS team informing
no response on RAM missing
that RAM is not missing but is actually embedded
till date.
on the motherboard.
On 28th March 2017 there
Para 19 & 20 Invoice was requested to validate the machine
were several interactions &
purchase country. If customer was so much
then SS team sent e-mail
concerned about his machine then he was free to
requesting for invoice copy.
collect back his machine from the SVC in the initial
This was an intention to dilly
stage itself.
dallying the issue & to
pilferage the laptop
components.
Complainant states that on
True as per mails attached. After checking with the
28th March 2017 he received
invoice we found that this was an IWS machine
response wherein he was
which is supported in India but the required part
informed that parts are not
was not available, hence was informed to contact
available in warehouse & to
parent country for assistance.
get in contact with parent
Para 21 & 22 country but there was no
True as after proper diagnosis it was found that the
response on RAM missing.
RAM was not missing but is embedded on the
MBD. Initially it was a wrong diagnosis as the
On 30th March 2017 he
engineer was new & was not familiar with IWS
received response from SS
machines. This machine was intended to be sold,
team that RAM is embedded
used & serviced in Malaysia.
in the machine.