| Address: Jogeshwari West |
| Website: www.tcl.com |
I am writing this email to express my extreme dissatisfaction regarding the unresolved cooling issue with my TCL AC and the highly unprofessional service experience I have faced from your customer support and service team.
The AC was purchased from Kohinoor on 28 April 2026, and the installation was completed on 3 May 2026 by Technician Mr. Tauqeer Malik. However, from 6 May 2026 onwards, the AC stopped cooling properly and is currently not cooling at all despite being a newly purchased unit.
A complaint regarding this issue was registered on 8 May 2026 at approximately 11:00 AM. At the time of complaint registration, your representative assured us that the issue would be resolved within 48 hours. I had also specifically requested that the matter be prioritized and that a technician visit be arranged on the same day due to the urgency of the situation.
However, despite repeated follow-ups, no proper action has been taken till now.
On Saturday, I again contacted customer support and was informed that the matter had been escalated and that a technician would definitely visit the same day.
On Sunday, Mr. Vikas Kumar informed us that the technician would arrive within 2 hours. Later, when we called again around 2:00 PM and then again at 5:00 PM for an update, Mr. Abdul stated that since it was Sunday, the service center was closed and the technician would instead visit on Monday.
On 11 May 2026, when I called customer care at approximately 3:23 PM, the representative disconnected the call without even listening properly. After that, I spoke with Mr. Khalid, who assured me that either the technician would visit the same day and that I would receive a confirmation call shortly.
Later, at around 3:55 PM, Technician Mr. Hasan Khan called and informed me that he would visit by 7:00 PM. However, at 5:12 PM, he again called and stated that he would only come the next morning. When I requested him to visit the same day as previously committed, he clearly stated that he had received the request only that day and would not be coming. Shockingly, his response was: “Do whatever you can do or complain.”
Such behavior from your technician is completely unacceptable and highly unprofessional.
Following this, we again contacted customer support, and Mrs. Kavita assured us that she would try to arrange a technician visit the same day and provide an update. However, even after waiting, no update was received.
At around 6:00 PM, during another follow-up call, Mrs. Priyanka informed us that she was escalating the matter further. She also mentioned that she tried contacting the service center, but nobody answered the calls. We have personally also been trying to contact the service center since Saturday, but no one has responded. We even sent WhatsApp messages requesting a callback, but there has been no response.
This delay has already exceeded the committed TAT provided by your company. As a customer, how long are we expected to keep waiting without any proper resolution?
The entire experience has caused significant inconvenience, frustration, and mental harassment. Such negligence and lack of accountability are not expected from a reputed brand like TCL, especially for a brand-new AC purchased just a few days ago.
Furthermore, on 12 May 2026, Technician Mr. Maqbool Mehboob visited us and behaved very rudely. He did not provide any proper assistance and stated, “Do whatever you want to do. We will solve the problem on Monday.” He also shouted at us and blamed Technician Mr. Tauqeer Malik, saying that the installation had not been done properly and that the issue was due to his fault.
Such conduct from your service staff is highly disrespectful and unacceptable.
We therefore request the following:
Immediate resolution of the AC issue on a priority basis.
Written clarification regarding the repeated false commitments and rude behavior from the technicians and support staff.
Appropriate compensation for the inconvenience caused due to delay and service failure.
If the issue cannot be resolved immediately, we request a complete refund and for the company to take back the defective AC unit.
Please treat this matter as extremely urgent and provide a proper resolution without any further delay.
If this issue is still not resolved immediately, we will be compelled to escalate the matter further through consumer forums and social media platforms. We have maintained records of all technician visits, conversations at our residence, and call recordings related to this matter. We sincerely hope TCL will take this complaint seriously and resolve the issue professionally without forcing us to take further action.
Additionally, we would like to highlight that your customer care numbers are frequently not answered, making it extremely difficult for customers to receive proper support or updates regarding their complaints.
We have also still not received the proper installation bill/invoice from TCL for the additional charges collected during installation. The technician charged us extra for approximately 2.5 meters of additional pipe at the rate of ?450 per meter, but no proper bill or receipt has been provided till date. This lack of transparency and professionalism from TCL technicians is highly disappointing and unacceptable.
Since almost one month has already been wasted due to installation issues and the AC not functioning properly from the beginning, we request TCL to revise and start the warranty period from the date when the AC is properly repaired and starts functioning correctly, instead of the original installation date.
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Thank You
Regards,
Mohd. Hasim Memon
Mobile: [protected]
Sana Memon
mobile: [protected]
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