- Complaint Regarding Defective Acer Nitro 5 Laptop and Unsatisfactory Customer Service Open
I hope this letter finds you well. I am writing to register a formal complaint regarding a recent purchase made on the Flipkart platform, which has resulted in significant dissatisfaction and disappointment due to issues with the product quality and subsequent customer service.
On the **th of June ****, I purchased an Acer Nitro * laptop from Flipkart's website. To my dismay, the initial unit I received was found to be defective, with one of the USB ports completely non-functional.
In response to this issue, a replacement unit was provided and delivered to me on **th June ****. However, I encountered a new problem with the replacement laptop. It exhibited a persistent issue with the right hinge, producing a distinct clicking noise whenever the lid was moved, even during regular usage. This noise has significantly disrupted my work and overall user experience.
Consequently, on the same day, I raised a return request citing the aforementioned issue as the cause. The resolution date initially provided was the *rd of July ****. However, this resolution date was subsequently postponed to the *th of July and then again to the *th of July. Upon calling the customer center on the *th of July, the customer service assistant admitted that there was no specified timeline for resolving this issue. Furthermore, I was advised to cancel the initial return request and raise a new one, citing that the issue should be categorized as a defective product rather than a damaged one.
Hence, the first return request was canceled, and a second return request was raised during the same call on the *th of July. Subsequently, a technician visit was arranged, and the technician arrived for inspection on the *th of July. Unfortunately, the technician displayed minimal professionalism and spent only a few minutes examining the laptop. Despite acknowledging the clicking noise emanating from the hinge, the technician expressed an inability to assist due to the absence of visible external damage as was not allowed to open up the laptop for inspection. Nevertheless, he assured me that he would include the observation of the clicking noise in his report, indicating possible internal damage. Surprisingly, once the technician left my premises, my return request was promptly rejected.
Today, on the **th of July, I have received a final resolution from Flipkart, stating that they are taking the technician's word as proof that there is no issue with the laptop. Additionally, I have been advised to seek assistance from the brand's service center for any required repairs. I find it disheartening and unjust that Flipkart is prioritizing the technician's statement over the video evidence I have provided, clearly demonstrating the clicking noise originating from the hinge. Flipkart's disregard for their responsibility as a seller, expecting me to bear the burden of repairing a product that arrived in a defective state, is unacceptable.
Throughout this ordeal, I have diligently engaged with Flipkart's customer support team for over ** days, enduring a bureaucratic loop with no definitive resolution in sight. Their request for photographic evidence of the damaged parts has proven to be a challenge, as the damage lies within the internal components of the laptop, making it physically impossible to capture through images. Consequently, I have shared video links as evidence, where the audible clicking noise originating from the hinge can be clearly heard.
This dismissive approach to addressing genuine customer concerns is not only disheartening but also represents a lack of accountability on the part of Flipkart. As a customer, I expect a fair resolution to be reached, with due consideration given to the evidence provided and the inconvenience I have experienced.
I kindly request your urgent intervention in this matter to rectify the situation appropriately. I seek a resolution that entails either a complete replacement of the defective laptop with a fully functional unit or a refund in accordance with the applicable consumer protection laws. I trust that you will conduct a thorough investigation into this matter and ensure that appropriate action is taken to uphold consumer rights and fair business practices.
Here is a video in which creaking noises made by the hinge can be heard:
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