I bought one ACER 5738 DG laptop (S/N LXPQS02008947106D32000) on 26 April from M/S MARS TECH MART (12, Satyanagar Janpath Bhubaneswar, Orissa, 751007, 0674-3253955). To tell you the least my experience with the new laptop has been nightmarish. I would like to bring the following to your notice:
Data Photon Broadband:
When I went for the “Data Photon broadband” connection I was supposed to receive as a gift they wanted an address proof of Bhubaneswar. I told them that I have an address proof at Sambalpur so please transfer the same to your Sambalpur office, no one listened. Now I paid a cool Rs 42, 500 for this laptop but all my requests for the rightful fell on deaf ears.
3D LCD Screen:
Barely a month after I bought my laptop the HD LCD screen’s backlight stopped glowing. As suggested by M/S Mars technology I went for a chat with your technical assistants on “apn.acer.co.in”, to my astonishment they said the machine serial number LXPQS02008947106D32000 you are mentioning is wrong. I had typed the serial number from the back of my laptop.
I informed the same to M/S Mars tech they said you contact Mr Raj Kishore Gouda. I sent 3 mails to him and made two calls. He told me that he has not received any mails so send them again. I did the same and called him up only to listen “call me back after 10 minutes”. Believe me I felt ACER is a GOVERMMENT OF INDIA ENTERPRISE & not a private firm competing with DELL, HP, Compaq, Lenovo.
When everything failed I went for toll free no. They tried to diagnose over phone when that failed they directed me to go to SPRIMON TECHNOLOGY, (0674-2546786) with case ID 060410-35.
SPRIMON TECHNOLOGY:
This service center is a wonderful one. You call them up and a women picks up and says “welcome to Videocon service center”. I say I want to talk about my Acer laptop but she insists it is the Videocon service center. Then after 3-4 mins of conversation she realizes that Sprimon also services Acer laptops!! I submitted my laptop with Sprimon Sambalpur on 7 june. As there was no communication from service center for 7 days I called up to learn that laptop has been sent to Bhubaneswar. I called up again on 30 june to learn that they have got my laptop seerviced but the they have forgotten the bag and the adapter in Jharsuguda!! Finally I get back my laptop on 3 july without the laptop bag. They said the bag will be delivered later. Also the card reader slot cover was missing, many nuts were bare without their factory fitted cover…carelessness at its best!!
I think you can improve your service network and also give some deadline for delivery to customers. On the delivery slip from Sprimon they mentioned that only one cable was changed in 2 hours service time; the delivery took 26 days. Also in the delivery slip the service had already been rated “good”!!! I don’t know who did that.
Service Session 2:
Hardly 10 days after its use I found the screen ¼ lighted and ¾ dark after an hour it was completely dark. I made another call with case ID 071610-182. I was instructed to go to Sprimon again. The people their told me the laptop is DEFECTIVE & DEAD and will be replaced on 16 july. Again there was no communication so I called up on 7 august. The service center people told me that they have changed the LCD & now the laptop is fine!!! I said your people confirmed me of a replacement not repair. They insisted they have repaired. I asked them the laptop stays with you for 60% time and with me for 40% time; also what if the problem persists. Very confidently he told me that you extend your service warranty period for another 3 years by depositing Rs 4500 only. What a reply!!
As on date the laptop is with Sprimon technology
CONCLUSION:
I request you to look into this letter very carefully and take care of all the flaws if you want to survive the market competition. For me I will never suggest anybody in my life to go for an ACER product as I don’t want others to suffer like me. Get back to me ASAP with your suggestion or I will be going to consumer court for my right to get a replacement of the DEFECTIVE LAPTOP and my DATA PHOTON connection.
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