So I generally don’t write this kind of stuff on my blog but this specific brand – LeEco has forced me to do that.
I hope this blog post will help other customers before getting into the trap of LeEco’s poor phones and worst customer service.
Note: After not getting any resolution from LeEco’s poor customer service executives, I have reached out to LeEco’s top executives via LinkedIN including Amar Bharadwaj (Head of Customer Service), Kesava Mandiga (Online Reputation) and Atul Jain (COO). I will update this blog post in case I get any reply from any of these executives. If not, then you know what kind of non-professional company you are dealing with.
Purchasing the phone – First Mistake
Okay so start the story, I did this big mistake of purchasing the Le2 phone on 28th June flash sale. Everything was fine till the time when I received the product and realized that there is a small creek on the screen of this brand new phone (screenshot below).
In case you are not aware about the quality control issues with LeEco phones, watch this video by GeekyRanjit: Click Here.
Returning the Phone – Second Mistake
Observing this fault in the phone I thought this shouldn’t be a big deal since the company markets itself with the following 4 promises. I will return my phone, get the money back and look for some other options. This was until I realized these are like good 4 jokes that LeEco cracks.
I initiated the return within their so called hassle free 10-day return policy on 8th July. Fun starts here. For the next 6 days, I kept on checking the return status online but saw no update. In this period, I called up the customer service 7-8 times just to know what happened to my return request and here are some of the replies I got.
Customer Executive 1: We don’t have any tracking details with us. Only way you can see it is online (and I was not seeing any movement online on the return status).
Customer Executive 2: Our systems are not working. Kindly call later.
Customer Executive 3: Call tomorrow since we don’t have the tracking team present now.
Customer Executive 4: There is no such tracking team that we can connect you to. You can email us regarding the same.
I emailed the same but did not get any reply.
Finally after 6 days, the request got approved and I felt relieved to see the following status with a BlueDart reference number for reverse pickup (which never happened till date).
The fun continues. The BlueDart’s reference number which Le has provided me is not searchable on BlueDart’s website. I am not even sure if this is a genuine reference number or they have just given a fake number.
As of writing this article, it’s been more than 10 days and I haven’t heard back anything. I have called up their customer service again 7-8 times and here are some of the replies I got.
Customer Executive 1: “Sir sabka return hota he apka bhi hoga.”
Customer Executive 2: We have raised the request from our side. Now it’s on BlueDart. Btw, I called up BlueDart multiple times and they said they are not able to find any shipment with this reference number and they need a Token number to track. So I called Le again.
Customer Executive 3: Systems not working. On being told that I have been calling multiple times for this issue, she told that I am not holding wires in my hand that I can control our software system. Applause for this lady.
Customer Executive 4: We don’t have any such Token number. You can email regarding the same. So I emailed them twice but did not get any reply as expected.
The executives will keep you saying that we will arrange a callback for you, but believe me its never gonna happen.
Reaching out to Social Media
In case you think they will respond to your Facebook/Twitter requests, you are wrong.
Contacting LeEco’s Top Executives
Finally after getting such nonsense responses from the customer executives, I tried to reach out to some of the LeEco executives (whose profiles seem to be customer-centric) via LinkedIN.