[Resolved]  Acer And Croma — Delay in Replacement of Gateway Laptop

Address:

Mumbai City, Maharashtra

Respected Sir /Madam, I am writing you to express my dissatisfaction with a gateway laptop I bought on 12th may 2013. Model Number - NE56R, Product Serial - 81144, Bill No - SLF02A[protected] I am disappointed with this level of service from Acer, Croma and Repair centre. My repeat request for a replacement have fallen on deaf ears Since I have purchased my laptop from Croma, Lower Parel, Mumbai on 12 May 2013 I have an ongoing issue with my laptop. I notice from the start laptop overheating, slow processing .I visited back to Croma store for replacement but the Department Manager in store kept me waiting for three hours and informed store technician by the name Mr.Tushar to fix the problem. After I waited for three hour they reformatted my laptop and return to me with a promise that I will not face this problem again. That again after few days to my horror my laptop went off I called the support team and told about the problem .I was told to visit the service centre by name General technologies in Grant Road(East), Mumbai (complaint Id 239505I). I visited the service centre on 8th June 2013 where I was told to leave the laptop. Then the next day I called to enquire about the status I was told that the laptop motherboard is faulty and need to be replaced. I called them again to enquire again where I was told that I will receive my laptop by 15 June 2013 but it was not ready on the promise date. That again I called on 17June 2013 where I was told that it will take more time as the motherboard they received for replacement was also faulty and it will take few more days . That since June 8th 2013, my laptop was in the service centre(General Technologies) and the update was given to me on July 10th 2013 that the laptop has been repaired. Despite I wrote a mail for replacement or refund of my laptop. My system had been with the service centre since three months now and I am not sure what all parts in the system have been changed or removed or damaged apart from the problems stated by me. The Laptop has been disappointing since the moment I purchased it. That I regularly wrote mail regarding the delay of my laptop but in response I received a mail that the matter has forwarded to concerned team and someone will update me and they told me to keep patience. That from service team there was no specific update for my complaint so I went again to the store were the customer service person from Croma made a call regarding my complaint to Jaya Shrivastav and told me to speak to her . Then Jaya told me that somebody from Acer will be in touch with me regarding my complaint but no one bother to get in touch with me . That after waited for long again I gave a reminder call on 2nd Sep 2013 to Jaya where she told me that she is fighting for me and there is a delay from Acer as the laptop is in Acer service centre. That again I gave a reminder call to Jaya saying that I have not received a call from Acer but again the same response that they will be in touch with me. That on the same day to my horror I received a call from Service centre to collect my repaired laptop. I call back Jaya and told her that service centre called me and told me to collect my repaired laptop and I am very unhappy about this behavior .That she told me that she is fighting hard for me and will resolve my problem soon. That again after this no one contacted me regarding my problem I regularly tried to get in touch with Jaya but she did not answered my call so I text her but then also I never receive a reply. That again on 23 sept 2013, I called Jaya luckily she answered my phone and gave me excuses and also told me that Mr Mahesh Mahapati from Acer will be in touch with me by tomorrow but whole day I waited I did not received any call. Then again on 26sep 2013, I reminded Jaya that I am waiting for a call from brand and she said today I will receive it. That after months follow up I got a call from Mr.Mahesh Mahpati(Customer Service Manager, Acer ).That he told me that he will not replace or refund as its not under the policy and gave me a option of three months extended warranty and also told me if again anything goes wrong then he will replace my laptop. That I am not happy with this as they want me to suffer again with the faulty laptop if they can replace later then why not now ?.Why they are harassing me from so long ? Is this call a customer service ? I feel very let down by gateway Acer that a laptop I paid Rs 27000 not even worked for few days. However, after this experience, I feel deceived. That now I not only want a refund but I want a compensation for my lost time without my laptop, the money I used to follow for my complaint and for giving me distraction and stress. I am already looking forward for most immediate and amicable resolution. You are most welcome to call me on my mobile anytime for any clarification and /or doubts. I definitely need this situation to be solved as soon as possible. I have all the call records which I spoke with Service Centre, Croma and Acer and all the marked mail. Your Kind Attention is drawn on the complaint dated below. 1) Mail on 22nd June 2013 To: acer.[protected]@intarvo.com; Lowerparel-Phoenix CSD-A027 2)Mail on 5th July 2013 To: Lowerparel-Phoenix CSD-A027 <Lowerparel-Phoenix.[protected]@cromaretail.com>; "acer.[protected]@intarvo.com" <acer.[protected]@intarvo.com> Cc: Lowerparel-Phoenix SM-A027 <Lowerparel-Phoenix.[protected]@cromaretail.com> 3)Mail on 14July 2013 To: Lowerparel-Phoenix CSD-A027 <Lowerparel-Phoenix.[protected]@cromaretail.com>; "acer.[protected]@intarvo.com" <acer.[protected]@intarvo.com>; Lowerparel-Phoenix SM-A027 <Lowerparel-Phoenix.[protected]@cromaretail.com>; "[protected]@cromaretail.com" <[protected]@cromaretail.com> 4)Mail on 24th July To: Lowerparel-Phoenix CSD-A027; acer.[protected]@intarvo.com; Lowerparel-Phoenix SM-A027; customer support 5)Complain number :SR [protected] 6)Mail on 24th July To: <[protected]@cromaretail.com> I have faith that my complaint will be looked into soon. Sincerely, Javed Akhtar Ansari 0091 [protected]