Tuesday, January 27, 2009

Acer Dilemma

The Acer dilemma

I bought an Acer 22” TFT Monitor from Pelikan Office Automation Pvt. Ltd., Chennai, billed on 3rd December and received by us on 5th December night. The customer, who ordered that monitor, was not in the town for next 4 days. On 10th December late evening, the customer came to the shop to purchase the monitor. Before bill it, he wanted to check the monitor. So, we opened the box and fix it with a computer. We found a very visible dot on the bottom right corner of the monitor. The customer refused to buy it, because it is a company’s manufacturing fault.

I contacted Pelikan Office Automation Pvt. Ltd., Chennai, who supplied it to us, for replacement on 11th Dec. They advised me to contact Acer India, Chennai office on 12th Dec. They gave me one mobile number of Acer, Chennai office employee (Mr.Ravi 9940094844). When contacted that number, he gave me another number, which he said a service division person’s mobile number (9840721666). That number was in switched off mode from 12th Dec 5PM to 15th December (sat & Sun) (?).

On 15th Dec., they gave me another land line number ((Mr. Magesh 04424719885) to contact. He asked me to register a complaint in customer care centre. I argued with him that if I register a complaint, that product would be registered to my name and then I could not sale it to the end user. But they insist me to register a complaint in customer care. From the Acer website I found the phone number of Redington India, Puducherry, which is the service provider of Acer India and contacted them. They too insist me to register a complaint in customer care. And they warned me if I sent the monitor for service without registration, they would resend to me without service it.

The problem gone more deepened. I tried to contact customer care phone number. My exchange asked me to check the number. I called Acer India and ask for any other phone numbers other than 1800 to register a complaint. They said no. Usually all the companies have a second number, which is not a toll free, billable phone number to register a complaint. But Acer seems doesn’t have that facility. Then I called Acer India, Chennai office and explain the problem that their toll free number cannot be called from my home town and requested them that I would send the monitor to their Chennai office, let they file a complaint and got service the monitor or replace the monitor and resend to me. But Mr.Magesh kumar of Acer India, Chennai office asked me to send the details of the monitor and he said he will file a complaint and give me the complaint number. I send the details of the monitor through e-mail on 16th Dec 12.26PM.

Mr.Magesh Kumar sent that details to Acer Delhi by email (acer.delhi@teamcomputers.com) on 17th Dec 4.48 PM. On Dec. 18th 10.56 AM, Acer customer care, Delhi sent an email to me said that the serial number is wrong. I found one character is missed in the serial number and I resend the e-mail with all the columns filled to Acer Delhi customer care on 19 Dec 7.11AM. But I received no response from their side. I resend the email two more times and all are gone in vain.
With fed up with their service, I decided to stop the payment to my supplier for that bill and decided not to do any business with the Acer brand in future.

I was in the IT business for last 16 years. I never saw such a dilemma with any IT company, I dealt with. No one is ready to take response of one complaint. All are try to move the problem to any others head and escape from it. No one is ready to come forward and solve it. I’m not an end-user. I’m a reseller and doing business with multi-brand companies. If they are not ready to solve the problem of one of his company’s reseller, how would they treat the end-user, actual customer of their company?

I have no way to solve this problem other than pray to God.

Oh! God please help those who bought Acer products and forgive these Acer’s brainless, heartless employees!!!!

This bitter experience induced me to frame a correct definition of Customer, Sales, Service and After Sales Customer Service. We will discuss about these terms in coming days.

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