Tcl Electronics India — No response on my Air Conditioner complaint from last 12days

Address:

TCL Electronics India, Boomerang Kanakia, chandivali, Mumbai, Maharashta 400072, IN

I got TCL AC not working. I raised a complaint on 18th Mar'22 regarding my TCL Air Conditioner not working (Case Id - IN[protected] & Service code - 174419). I was told that within 48 hours the complaint will be addressed and a technician will attend to solve the AC problem. I waited for 3days and on 21sth Mar'22, I called again to the customer care and I was told that they are going to escalate the complaint and before end-of-the-day the technician will attend to address the problem. But it didn't happen. I called again on the 22nd, 23rd and 24th, the same conversation repeated and nobody turned up. Here I am not sure what ESCALATION means in TCL as at least I didn't get any call even from the management that there could be a delay or at least some feedback on my complaint. Daily I only called and just heard from the Customer care executive that the complaint will be escalated and I will get the AC check-up on the same day. And more surprisingly, on 28th Mar'22 when I called in the morning, I came to know that my complaint got cancelled by the technician(service center), mentioning that I was not reachable/responding on my mobile. On hearing that I just felt that I am getting fooled by the customer care/Service center of TCL as nobody called me nor I didn't get any feedback(message). After that when I asking why my complaint cancelled, the customer care executive raised another complaint (Complaint Id - IN[protected] & Service Code - 347170) convincing me that it will addressed immediately.

I also informed to TCL customer care that my product service warranty expiring by this month-end (Mar'22) and need an immediate attention to check on my AC complaint. Then dropped a mail to [protected]@tcl.com as well.

After some time I got a call from some technician/executive from TCL service center, checking my address and mentioned that the area that I am staying doesn't fall into his zone and so he will ask some other service center technician/executive of my area to contact me to check on my AC problem. However after that I didn't get any call from the service center or executive. However some time later I got a message that my complaint has been cancelled as I was not reachable. This is the second time my complaint got cancelled without resolving the problem and moreover giving a false reason. The reason they are giving to cancel my complaints is not at all correct and this gives a very sad feeling as TCL service center team is trying to fool the customer.

Not sure why the TCL service center team who is responsible in my locality(Hyderabad) is doing like this, I also requested TCL India Support (dropped a mail again to [protected]@tcl.com) that better somebody from TCL support team arrange a conference call with me along with the service center executive to get an idea what is going on. But nobody turned-up, its already 12days and no response as of now.