- Resolution of Laptop Issues and Subscription Access ^Open

Raj Shah filed this complaint against Lenovo on Jan 12, 2025

I am raising a formal consumer complaint regarding significant issues with the Lenovo LOQ Series laptop I purchased in November ****. The problems pertain to both the device's functionality and the substandard service provided by Lenovo’s technicians, which have caused considerable inconvenience and affected my professional work.

*. Defective Keyboard and Mishandling by Service Technicians
The laptop’s keyboard malfunctioned, requiring a replacement of the keyboard panel.
During the first service visit, the technician, Mr. Shreyas, mishandled the e-cam shutter key.
On the second visit, Mr. Shreyas caused further damage by breaking the e-cam shutter key and falsely claiming that Lenovo had sent the wrong motherboard, despite it being the correct part.
During the third visit, a different technician identified that essential components (a touch board clip and screw) were missing from the previous replacement. These components had to be ordered separately and installed two days later, further delaying resolution.
*. Loss of Lifetime Microsoft Office Subscription
One of the primary reasons I chose this laptop was the bundled lifetime Microsoft Office subscription, which is linked to the motherboard.
Following the motherboard replacement, I can no longer access this subscription on my other user accounts, causing disruptions to my professional work.
Attempts to resolve this issue with Microsoft have been unsuccessful.
*. Requested Actions
To resolve these issues, I demand Lenovo take the following actions:

Provide a replacement laptop with the lifetime Microsoft Office subscription intact, or
Reactivate the lifetime Microsoft Office subscription on the existing laptop.
Additionally, I expect Lenovo to take disciplinary action against the technician(s) responsible for these errors to ensure quality service for all customers.

This situation highlights severe lapses in both product quality and after-sales service. I urge Lenovo to address this matter immediately to restore my confidence as a customer and prevent further inconvenience.

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