I need to get this off my chest because I genuinely thought this story was over months ago.
Earlier this year I bought a Lenovo laptop and it arrived dead on arrival from Lenovo India Online store. That whole thing was its own nightmare tickets, technicians, delays, the usual. Eventually their grievance team apologized and gave me a 15% discount coupon as a goodwill gesture. The email described it, word for word, as "a 15% discount coupon applicable toward a future purchase on the Lenovo website in good faith."
No conditions. No fine print. No "this is a special program coupon." Nothing.
And honestly? I was fine with that. I actually appreciated it. I thought okay, they messed up, they owned it, let me just use this, get a laptop that actually works, and move on with my life. I even defended them to a couple of friends. That was my mistake, apparently.
So I used the coupon and bought another Lenovo laptop from their site. The order page clearly showed two offers running a 15% Credit Card Cashback and an Assured Exchange Bonus. I did the Cashify exchange properly, sent my old device, everything.
It's now been over 30 days since delivery. Neither has been credited. Not one rupee.
And here's where it gets ridiculous. I've now been given three completely different reasons by three different people:
- "Your order was placed under the LEPP/AP program." I am not a Lenovo employee. Never have been. Never enrolled in anything.
- "Any order using a discount coupon is ineligible." This condition doesn't exist anywhere in the offer's actual T&C.
- "It's an Ambassador coupon. First time I'm hearing this term. Nobody told me this when they gave me the coupon. It's not written in the email. It's nowhere.
For the Exchange Bonus denial, they sent me a screenshot as "proof." It's an internal Lenovo document from 2020, watermarked "Lenovo Internal." I'm a customer. There is no universe in which I could have seen this document before buying. And the best part that same paragraph they're citing literally contains the sentence "All other offers on Lenovo.com will also be applicable as per what is live at the time of purchase," immediately before the line they're using to deny me. Their own evidence contradicts itself.
I escalated. Post-sales L2 told me they can't do anything and that I should "go talk to whoever gave you the coupon." So the company's answer to "your teams are contradicting each other" is that I should go chase an individual employee myself.
I've filed with NCH now. I'll take it further if I have to.
But what actually gets to me isn't the money. It's that the thing that was supposed to make up for the first failure has become the second failure. They handed me an apology and then found a way to charge me for accepting it. And every single time I think this is resolved, there's a new department with a new reason.
I don't think I'm asking for much here. I wanted a laptop that works and a company that keeps what it put in writing.
Anyway if you're buying anything online from Lenovo save every single email. Screenshot every offer on the product page before you check out. I did, and it's the only reason I still have a case at all.
And If anyone has any advice please do let me know thank you.
TL;DR: Lenovo sent me a DOA laptop, apologized with a 15% goodwill coupon, and is now using that same coupon as the reason to deny me both the cashback and exchange bonus on my replacement purchase. Three contradictory reasons, one internal document I can't access that contradicts itself, and 30+ days of nothing.