NOT WANTING TO RETURN FAULTY LENOVO LAPTOP OR ASSIST IN SENDING IT BACK

MYSELF & MY FIANCE WILL NEVER BUY ANYTHING FROM INCREDIBLE CONNECTION AGAIN AND I WILL MAKE IT MY ONLY EFFORT TO TELL EVERYONE ABOUT THEIR BAD SERVICE & PRODUCTS. WE SENT THE FOLLOWING MESSAGE TO VUSI @ INCREDIBLE CONNECTION MALL@REDS, 2 WEEK LATER HE INFORMED MY FIANCE THAT THEY WILL NOT BE ABLE TO DO ANYTHING ABOUT OUR PROBLEM, THEY DIDN'T SEND THE LAPTOP TO LENOVO AS THEY PROMISED 2 WEEKS EARLIER AND THAT WE MUST SORT THE PROBLEM OUT OURSELVES AFTER COLLECTING THE LAPTOP. ACCORDING TO HIS MANAGER (VERY RUDE LADY) THE WARRANTY HAS EXPIRED (NOT SURE HOW BECAUSE WE HAVEN'T TOUCHED THE LAPTOP) AND THAT WE MUST OURSELVES TAKE THE LAPTOP TO LENOVO TO GET FIXED / REPAIRED, AND THAT I WILL LOSE ALL MY INFORMATION AND THE OFFICE 365 & BIDEFENDER THAT I PURCHASED (OVER R1398.00). I HOPE EVERYONE READS THIS MESSAGE AND NEVER BUY FROM THEM AGAIN (VERY VERY UPSET CUSTOMER)

Good day Vusi

Please find below my email correspondence based on our discussion in your shop recently...

As discussed, I am following up with this email correspondence regarding our visit to your shop with regards to the laptop that we bought last year from your branch.

Myself and my Fiance indicated that, as per the attached, she had purchased the Lenovo Yoga 300. We had made our decision to purchase this device after the sales person Mmakegannwe indicated that the laptop was sufficient for her requirements in the use thereof on 17/07/2017.

Mmakegannwe also insisted that Bitdefender was the most appropriate internet security and anti-virus for this device in line with Outlook as per the description in the attached copy of the purchase slip. This was after discussions of Norton and Kaspresky software comparisons.

Regardless of the fact that my Fiance paid in cash for the laptop and software as described, based on the above service advise, my Fiance gave much thought to the matter in the shop, and she decided to purchase the laptop with recommended software. After which we returned home and installed the software as per instructions in preparation for use.

Immediately, during the installation of Bitdefender and Outlook, it was apparent that there were issues between the software and the operating system, since especially Outlook would not accept the activation key.

Without hesitation, we returned the laptop to your branch, and we were referred to your technical desk which was serviced by Musi at that time. We indicated that we installed the software as per instructions, and corresponded with Musi regarding the correct installation procedure which at that time he mentioned was not the problem....

Musi indicated initially, that there was software clashes in the installation of Bitdefender and Outlook with the laptop operating software somehow. Musi requested that we leave the laptop with him, upon which we collected the device the following day. Upon collection, Musi stated that he had managed to solve the issue of Bitdefender ware, and Outlook installation on the laptop. We were never given any service receipt or booking-in form such as the one you gave us in the attached during our first visit to your shop's technical division, for any further reference, indicating what was wrong, or what was done to the laptop in order to remediate the issues as stated. We did not pay for technical services to check this laptop, since it was a new device.

During the course of the following week, my Fiance noticed in the use of the laptop, that Bitdefender seemed to be operating maybe, but that Outlook was promoting installation codes continuously, making it almost impossible to use the laptop and Outlook software. Needless to say that the issues she encountered was extremely frustrating since she as using the device for private and work related matters.

It became so frustrating to use the laptop, that we returned to your store the second time around, the second week since the date of purchase. My Fiance indicated her frustration in not being able to use the laptop, and we also queried the device and software sold to us. The latter was in line and together with the fact that after excessive correspondence in the shop upon the date of sale with Mmakegannwe, in the combination of hard-and-software solutions with the type of laptop based upon my Fiance's requirements in deciding to purchase the Lenovo Yoga 300.

At that point, Musin indicated that the issue of the Bitdefender - Outlook - Operating Software was still problematic. He requested that we once again leave the device with him. So we did, and 24 hours later we were requested to collect the laptop again at which point Musi indicated the next:

He had re-installed Bitdefender and stated it was operating sufficiently in line with the Lenovo Operating Software. He had installed the permanent licence for another version of 365 Outlook, other than what we acquired the day we bought the laptop. That the laptop was operating in good condition and working. We were never given any service receipt or booking-in form, such as the one you gave us similar to the attached, for reference of our second visit to your technical division to indicate what was wrong, or which changes were made to the laptop or multiple softwares in order to re-mediate the issues encountered. We paid R300 for technical services, with no receipt issued for the service.

Since, there has been issues in:

The screen staying off and not activating or coming on timely every time the laptops is started up. The screen remains off for long periods before even starting up. The screen going into "sleep" mode when not in constant use, creating difficulty in starting up again since it remains blank for long periods of time.

My fiance has during this period been quite frustrated, until 21/01/2018 when the laptop again did not want to switch on, and eventually when the screen did return, prompted for the Lenovo One-Key Reset which indicated that the laptop required a mandatory recovery, with information going missing if any of the two recovery functions were followed, second to none the Lenovo partition not saving any information in any cycle since acquisition.

Hence we returned the laptop to you on 21.01.2018 for further advice and post-sales service. Needless to say that information would have been lost - we had no choice but to return the laptop before attempting any recovery ourselves. The latter may have been avoidable if indeed the Lenovo recovery partition did save the mirror of information similar to the weekly back-up established on any new device - as so promptly stated proudly by Lenovo. Why the latter has not occurred, we are not sure.

Based on the latter, you have indicated in the shop on the third time around we visited your technical department, and attempted to indicate our problems and frustrations with the device. You then indicated that your only option was to return the laptop to Lenovo to check the operating system. The latter was promptly reinforced by your shop manager in short and direct tone (which by the way was so prompt that we did not even get the chance to establish her name since she started with her response in such imposed and expedient fashion, and without gathering the appropriate background history or cared for no explanation thereof) where she stated that:

Software issues was not insured in any way and under no conditions by Incredible Connection's sales policy, and that it was the customer's responsibility to resolve such matters with the specific software supplier at their own cost. Hard-and-soft ware in the the form of the laptop operating system ware was solely the responsibility of Lenovo to be checked, via your submission through your technical department desk. Even though the Lenovo service center was located in Midrand, that it would take 14 business days to get the laptop back. You stated that you would attempt to recover and save information from the device, prior to sending it to Lenovo for checks - thank you. I attach the sales receipt as well as booking-in form with you for further reference in this mail correspondence. Needless to say that we have been extremely frustrated with the purchase of the Lenovo Yoga 300 and the software recommended. That said, it has created much frustration for my fiance in the work use of the device, as well as loss of work information if it could not be recovered. It has, as a matter of fact, created much frustration in our household - of which the nature is of such that I can only experience when my fiance battles with this device and software and getting her work done.

We have left contact details with you - as per the attached. We have since not been contacted by yourself or your shop manager, hence we assume all is in order with the back-up of information, prior to sending the device to Lenovo. We also therefore, expect that you will be contacting us this coming week with the response from Lenovo on any issues that may have occurred with the laptop in question.

With much appreciation of your efforts in advance.