[Resolved]  Indkal Technologies Private Limited )acer Tv) — Acer 50 Inch TV broke down within a month, & no solution since last 28 days

Address:	C-102, Hinduja Lake Front Estate Opp – Hulimayu Police Station, Bangalore, Karnataka – 560076
Website:	[email protected]

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Please do not buy. The service is pathetic. I had purchased a 50 Inch TV on 24th July. The TV stopped working within a month. The complaint was registered on 27th August. Today it is 16th of September with no resolution. Here is my experience:
Delivery was smooth and installation as expected
On 27th the TV broke down and I registered a compalint.
The tech visited the next day and inspected the TV. Asked his superiors and opened the TV to collect some pictures. Was advised that once the documents are submitted, the brand would inspect them and approve the next steps which most likely would be a replacement.
When I did not see any communication I reached out to the contact center requesting to send an email or text message etc. No resposne received.
Few days later I received a call from the contact center asking whether my issue was resolved. I informed the lady that nothing had been done and that I had no updates.
I also requested her to send me some sort of communication regarding my complaint having been registered and the status. She said that she would send it across and disconnected. I did not receive any information whatsoever.
When I received no information, I called the technician and was informed that they had submitted the documents and were waiting for approval. I requested an estimate of when that would be, & he provided the number for his supervisor. I called the supervisor and was told the same. He provided me with a number for "head office".

My wife called this number, & the individual was more interested in finding out how he got the number (which my wife already informed him of) rather than addressing a customer's concern. He then tried calling up the supervisor of the technician who had visited to find out why his number was provided to the customer. When the person did not respond, this "gentleman" from the headoffice asked my wife to add that person to the conference call. When my wife did so, the gentleman from headoffice started scolding the supervisor of the technician as to why his number was provided. So clearly the focus was not on getting the questions/ concerns of the customer answered, but to ascertain dominance over each other and pass the buck.

This gentleman informed my wife that some documents were pending (AS IF IT WAS OUR FAULT AND RESPONSIBILITY).
The next day I called the technician to check when he was visiting, his supervisor (who again advised to call the "gentleman" from head office) and the individual from the headoffice. This person from headoffice kept on skirting the issue when I was trying to ask who should be accountable? (It had already been 10-12 days and no one was answering). The tech was supposed to visit again the next day (I AM CERTAIN THAT NOTHING WOULD HAVE BEEN ACHIEVED WITHOUT THIS CALL AS THE SUPERVISOR AND TECHNICIAN THOUGHT THAT ALL DOCUMENTS HAD BEEN SUBMITTED (WHICH WAS NOT THE CASE), & THIS "GENTLEMAN" NEEDED MORE DETAILS (BUT NEVER BOTHERED FOLLOWING UP TO GET THEM). So no steps were taken and no one was aware of the statUs of this complaint (I HAVE SEEN SOME GOVERNMENT DEPARTMENTS FUNICTIONS WITH BETTER COMPETENCY).

I called the BRAND (ACER) the next day as customer service team only functions from 9 am to 6 pm, and explained this scenario. The only response I recived was that documents were pending (AGAIN AS IF IT WAS MY RESPONSIBILITY DESPITE THEY HAVING SCREWED IT UP). I explained my situation that how it had been almost 14 days and that I work from home.

I also requested that some sort of email or communication be sent to me as I had received nothing so far (not even a text stating that my complaint had been registered). I was hoping that the person would confirm my contact details, but SURPRISE, SURPRISE, this lady informed me that they had no means of being able to do that. What sort of company in today's day and age does not have a CRM that enables them to send notifications or alerts to their customers?

After insiting she agreed to sending a text with the details. She did send a text, but it was just a complaint number. No description of the issue, or the status/ steps being taken to solve it. I am not even sure if this is an actual complaint number as I HAVE NO MEANS TO VERIFY IT.

A couple of days later, my wife followed up, & was informed that it would take 2 days for the approval, & that the TV should be received by 18th.

I called again today to followup, and was informed that it would be delivered by 20th. When I asked the reason for the delay, I was informed that documents were pending. WHAT??????

IT HAS BEEN 20 DAYS SINCE THE COMPLAINT WAS LODGED, YOUR TECHNICIAN VISITED 2 TIMES, & STILL YOU WANT TO TELL ME THAT DOCUMENTS ARE PENDING?

WHEN I INSISITED ON HER TAKING STEPS TO EXPEDITE THE ISSUE SHE TRIED BLAMING IT ON THE TECHNICIAN (AM I SUPPOSED TO CALL THE TECH AND FOLLOW UP?)

I NEVER KNEW I WAS ON ACER'S PAYROLL. SHE THEN TRIED TO REFER ME TO THE SERVICE CENTER WHICH I WAS NOT GOING TO CALL AS FIRST, IT IS NOT MY JOB, & SECOND YOUR PEOPLE AT THE SERVICE CENTER HAVE NO SENSE OF HOW TO TREAT CUSTOMERS. WHEN I ASKED IF SHE COULD CALL AND FOLLOWUP TO CHECK THE STATUS, SHE SAID SHE WAS ARRANGING A CALL BACK WITH THE AREA MANAGER (SOMETHING LIKE THAT). WAITING FOR THE CALL NOW AS IF I HAVE NOTHING ELSE TO DO IN LIFE.

Based on this experience, I would highly recommend against purchasing Acer's TVs as the customer service sucks big time.

Also, if this issue is not resolved by 20th I will be lodging a complaint with the consumer forum. I have been working from home and the reason I bought this TV was to be able to work effectively. This has caused a lot of issues for me, & has impacted work.

- The product is subpar (I thought given the Acer brand name it would be better)
- The customer service sucks
- If you face any issues, expect multiple followups that you will have to do
- Be prepared to be treated like garbage as if everything in world is your fault
- Do not expect quick resolutions to your problems.

After escalating on multiple platforms such as facebook, & twitter, I was asked to DM them on Twitter. I shared my concern, & provided the details. Someone from their "escalations team" contacted me and told me that I should have the TV working by 24/09/2022. This was on 16/09/2022.

I also, received an email from ACER support on 16/09/2022 stating that my issue would be resolved in the next 7-8 working days.

Today that is on 23/09/022, I contacted them one day prior to the deadline provided by the escalations agent, & was again informed that it will take one week more.

During this entire duration of 28 days, there have been minimal proactive efforts from the company to share any updates on the status of the complaint. Every time I had to contact them and beg for some information.

This company should not be in business. The product is sub par, & they have no idea of how customer service should work, or what a promise means.
This is harrasment.