[LeEco Le 1S Guides, News, & Discussion] hisun2006in:
Hello Guys,

I am an android buff just like other members of this forum and I have a LeEco Le1S phone which I bought after getting impressed by what the company managed as configuration for such a meager price.

The phone is configured really well and no doubt it is a very good phone to have. I was wondering how a company can manage to give phone for that price when even other Chinese competitors are selling at 2-3K higher price and let's not even talk about the global players.

But my misconception got shattered when unfortunately my phone's screen color got fade off from one side and I had to meet the reality of submitting my first ever android phone to a service center on 21st May 2016. The unprofessional attitude that started from there has not ended yet (almost 2 months later).

When they asked me to submit the phone, I was skeptical about the time they would take to replace since I had a much-awaited trip lined up in 15 days and I wanted to use my Superphone to capture all the moments. So, even before submitting I asked service center guys and also called up customer care to verify about it and all of them assured me that I will get a replacement within 10 days (7 working days). I told them that if it is going to take more time, please let me know so that I will submit the phone after returning from my trip, as a little faded off screen wasn't harming me at all. Trusting the brand and their people, I gave my phone for replacement.

When I did not get the replacement or any update for 7 days, I started trying to expedite it and then escalated the issue on 1st June 2016. Even after multiple escalations, not just I did not get my replacement of phone, the unprofessionalism was such that they didn't even care to keep me updated on escalation and I had to myself call up. Every time they would tell me that we will get back to you in 24 hours and rest assured, you will get your phone before the trip, but even after 2 days I didn't used to get any update and when I call back, the same thing was repeated.

So, I gave in, invested in a new phone for the trip and came back. Even after that long time there was no update, so I took up to twitter. Tagged their handles to make them aware of my issue, but looks like delaying and unprofessionalism is part of their team's training, so they behaved in similar way. Even they would not respond to my updates or expedite the process. (the whole twitter trail: https://twitter.com/agarwalhimanshu/status/750310707153993728)

All I have been hearing is that the process is escalated. Escalation means expediting the process and figuring out the root cause and simultaneously keeping the customer in loop but for LeEco, it looks like "escalation" is just another word for a normal complaint. Basically, they might have degraded the levels of words, Complaint: Nothing, just a normal feedback.

Escalation: OK, a complaint received, let's think whether we should resolve it

And there is no word which might mean escalation.

Even after multiple times tagging their handles, there is no outcome. Today when I called up their service center, I am informed that I will get my phone tomorrow, but surprise surprise, yet another time they lied. I am not going to get a replacement, but a repaired phone.

They made me wait for 2 months in the name of replacement and "out of stock" story and in the end they giving me a repaired phone after 2 months and such a painful tracking period? Did it take them 2 months to replace a screen?

So, my intention of writing this post is this: The phone is awesome, the customer facing people are third class, with no professional attitude. They cannot hold upto their words and they can't resolve the issues on time. Customer respect has reached a new down by the way they have responded to me on my escalation.

Save yourself guys, buy any other brand but this.