I sent a letter to Acer India (Pvt) Ltd.:
To
Sudipto Ghosh
Chief Customer Support Officer
This is not the first time, I am complaining about a problem that I face constantly, again and yet again.
However this time it went overboard.
I bought an ACER laptop in October.
Since I have started using it, I realized that it overheats itself. So much so, that it is impossible to even keep it on the lap and use it.
I have given it for servicing to ACER umpteen times. And it comes back with no difference what so ever.
From July to November I have been so troubled by this whole experience.
Your service to the customer is so bad, I can’t even begin to explain.(I am starting to detest) ACER
I once got my laptop back with the keyboard not working, the mouse not working. I had to arrange for external keyboard and mouse to be able to use the laptop to access important data.
It seems that you have no regards for anyone else’s time or convenience or peace.
To co-ordinate with the dealer, the service executive for constant updates and constant follow ups has been a mental torture, believe you me.
I will go to the level of saying that I was traumatized by the whole thing.
And the worst part is even though I have somehow managed to get my laptop back, it is still the same and overheats drastically.
After spending so much amount of money, all I get is a horrible product and even horrible service and practically snatching away my peace and sleep.
I do not know how to can take the consumer for such a ride.
I would like you to answer some questions for me please
Is this some kind of a joke?
If yes then is your sense of humour so bad?
Do you think you are the only player in the market to do what you like?
Do you think the customer is a fool?
Do you think the customer has no other job in the world other than to first get harassed and then complain and then follow up on the complains?
Do you think you are going to be able to compensate the customer for the time loss and the mental stress that you cause to the customer?
I shall await your response till the 4th of December.
I better be compensated well.
I do not understand that in this age of social networking, and constant communication, how you let customers get so dissatisfied. Please understand that bad word of mouth can lead to severe damages.
If I do not receive satisfactory response, I am sorry to say, that I will have to take help of the media. And this you take it from me, that the media will help.
I will be forced to write product reviews on review sites. And well the power of google, and internet... well what can I say..
Negative publicity is not good publicity I hope you know that.
See, the thing is that please do not take me wrong. I do not wish to spread the bad word unless I am awfully forced to do so. And please do not take any of this as empty threats.
Also, I think you should stop proclaiming that you are a good company because according to me neither do you offer any functional benefit (horrible horrible horrible horrible product), nor any emotional benefit (don’t even get me started on that- I am already so stressed out by the customer “service” that you have “provided” )!!
I would like my issues to be PERMANENTLY RESOLVED -Or else, I am sorry to say, I would have to take drastic steps such as taking Acer India to court. I will soon be sending my lawyer with a legal notice.
Regards
Priyanka
P.S.: you may check my history with your customer care executives.
P.S.S: you should try contemplating a change in your tagline:
Life is busy,
ACER also makes it MESSY.
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