Horrible service from TCL Mumbai

[Nolasco]

Purchased a TCL 75Q6C Mini-led Tv from Amazon during the Freedom Sale on 22nd September after reading glowing reviews of the tvs as well as
TCL after sales service here. TV was delivered on 24th, technician came to install it on 24th and noticed the panel was faulty. Since Amazon has service center replacement now, they said they'd said a TCL technician to confirm the issue. He visited on 27th and confirmed the issue and said TCL would provide replacement within 2-4 days.

Since then its been a game of back and forth with TCL. From 2-4 days, they then said 7-10 days. Its now been 16 days and they dont have a clue about the replacement tv. Customer care is useless and unable to even escalate the matter to a manager. All they do is keep requesting to wait for 2-3 more days. Today someone from their so called "escalation department" called and said it takes 20-25 days to provide a replacement even for DOA products and has asked to waitfor 7 days more. Amazon hasnt been very helpful either, and on escalating at Amazon, they've finally said that if the brand doesnt provide a replacement in the nextweek, they will process a refund. Complete waste of my time, energy and I'll end of losing out on the Sale & instant bank discounts as well as Amazon refuses to compensate for the same. Had a terrible experience with Hisense last year. Seems TCL isn't really any better.

 

[Jith77]

I couldn't even get the installation done from TCL last year even after weeks of follow up. Both amazon and tcl were pointing fingers at each. I got it done a from third party. Amazon had in fact declared that the installation was done even before the tv was delivered. TCL + amazon is a dangerous combo.

 

[Appys]

Its very confusing, just spoke to a TCL brand store they said they have oversold tvs beyond projections(23k against 14k or something) and are struggling to cope with demand. C72k/C8K is out of stock until next month, also adding that Online stuff isn't same as offline product esp for after sales.
Till these brands up their game in service who will buy even if the product is stellar.

 

[Nolasco]

Yes exactly. No matter how good a product is, if there is no after sales service, there's no point buying it because incase of any issues, you are stuck. TCL customer support doesn't bother to reply on email, the local service center manager doesn't bother to answer the call, and the people at their call center are clueless, unable to communicate, cannot escalate the matter to a manager and only ask to keep calling back after 3-4 days only to repeat the same thing. I ordered TCL after seeing some good reviews here, but now regretting the decision. Luckily bought it with Amex. Will have to file a chargeback if I do not get a replacement by next week. It's ridiculous that it's been almost 3 weeks and they still don't have a clue about the replacement.