Acer India Pvt. Ltd. / Major manufacturing defect and issue with service centre
I happened to purchase an Acer Timeline X : Model no: 4820TG on the 16th of july 2010 from Croma Electronics store in Vashi, Navi Mumbai and after just two months I am facing problems that I never expected from a reputable brand like Acer.
For the past two –three days I started observing a quirky sound which came when I would try to open or close my laptop, and after close examination I found that the back panel had started coming off and as anyone would, I went to Croma –Vashi from where I happened to buy the product.They directed me to your Service Centre where I encountered appallingly irresponsible behavior from employees of your service centre at Vashi, Navi Mumbai .They not only blamed every liability on me but also tried fixing the back panel with something as juvenile as a fevi-quick. I think I could have stuck it with feviquick myself and would have done a better job! They returned the product to me in a more mottled condition.
On asking the service centre why they tried fixing it with fevi quick without my permission they didn’t have any proper answer, tried to avoid me completely and asked me to pay me the sum of Rs.3000 to replace the panel that they damaged completely while trying to fix it with fevi quick.
I can assure you that the laptop has not been manhandled in any case whatsoever, as it has been treated with heed and maturity. Also there are no signs of any tampering, cracks or any sort of signs of physical damage. The body panel has started opening up due to some manufacturing defect in the factory and maybe the adhesive coming off for reasons best known to you.
But after being preposterously treated by your service people I am sure this is going to be a hard task for me to get my laptop fixed. I do not intend to pay the exorbitant price that the service centre claims to repair the body panel.
I have attached the receipt of service and a few pictures of the current condition of the laptops which was not the actual condition when I gave the the laptop to the service centre. The initial problem was only a small minor gap between the joints of the aluminum panel which I am sure was a manufacturing defect.But due to the untrained behavior and the manner in which your technicians handled my laptop it has ended up in a much worse condition .
I expect that you will help me out in a sensible manner and not act irresponsible and unprofessional like the technicians at your service centre. I am writing this mail with lot of positive hope .I would want an immediate redressal from your side failing which I would be compelled to move to the consumer court. According to the Consumer Protection Act, 1986, I can lodge A complaint for infringement of consumer rights under the following circumstances in the nearest designated consumer court, which in my case happens to be in CBD, Belapur.
* The goods or services bought by a person or agreed to be bought by a person suffer from one or more deficiencies or defects in any respect.
Here I would also like to mention that I am a mass mediastudent and working as an intern at a major news daily in Mumbai.I hope you understand the significance of a pen and paper. There are your competitors waiting to toss you down in this highly competitive market. I promise to let all this with photographic images and reference to prove the shoddy customer service you provided. I hope you understand the situation, you not only loose a customer for ever. The newspapers would be flooded with negative PR reports all over which would ruin your image to no extent. I am not claiming this on my individual strengths but on the fact that these electronics giants would never let go such a golden opportunity to rip a competitive brand.
I am also a senior founding member of Indian's no.1 Technology community forums namely www.techenclave.com which has a current member base of 50, 000 + tech enthusiasts and buyers looking for advice. I can tell you that a lot Acer general market sale are dependent on the expert opinions of members on our site.Till date we have recommended Acer as the most value for money brand in India to a lot of customers. But if the after sales service of such a big brand is so pathetic I will surely bring this up on our forums and make sure we don't recommend your brand to anyone in the future.
I do not intend to do any of these but I hope you do not test my patience as a consumer to take this matter from a minute service redressal issue to a major image tampering one.I hope you understand the importance of the problem faced by me as a consumer.
Awaiting a response from Acer.
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