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.

 

[jedviper]

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.

I m thinking of buying TCL c72k, if their customer service isn't good then I have to rethink

 

[Nolasco]

I m thinking of buying TCL c72k, if their customer service isn't good then I have to rethink

After this experience, I wouldnt recommend them to anyone. Everyone from the company is completely clueless - be it on their toll free number, email or the local service center. It's been more than three weeks now and today when I called them, they are asking to give them another week to sort out the issue!

 

[mathan]

Well, seems like TCL is still not up to the mark in service even after several years. Just go through my post in this forum in 2019

Post in thread 'New TCL 85 inch TV model 1.99L INR'

Oct 11, 2019

Picture quality in TCL is good though cannot compare it to main stream TV's like Sony, Samsung, LG etc...My grudge is only with their service. Very difficult to get hold of them even during warranty period and personally for me the panel went dud during the warranty period and after several phone calls the service technician simply came and told that the panel was not available and he will not be able to do anything about it. Interestingly when I checked the panel was available in the local market. After I threatened them with legal action and sent them legal notice through advocate...

• mathan

• 

 

[sandeepmohan]

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.

If you are going to get all your money back, do you really care about the Sale, discount anymore? Forget it and move on.
Regardless of the brand, you are a sitting duck with E commerce providers. Certain appliances, best to buy from a brick and mortar store. Even if it costs more. You'd rather have someone you can approach versus wasting time on the phone.

 

[himeshj]

I recently bought TCL 75C755 recently from a third party and was quite worried about the installation after reading so many negative comments. However, I had a very good experience. Booked the installation on their helpline and the technician came the very next day. I had to follow up on the phone thru the day but once he came, the installation was seamless and I am very happy with this experience. I would encourage others who had a good experience to also post so that the forum members get a balanced view.

 

[Nolasco]

If you are going to get all your money back, do you really care about the Sale, discount anymore? Forget it and move on.
Regardless of the brand, you are a sitting duck with E commerce providers. Certain appliances, best to buy from a brick and mortar store. Even if it costs more. You'd rather have someone you can approach versus wasting time on the phone.

Amazon had the TV picked up today and are processing a refund and giving me a gift card too for the hassle. Absolutely no update from TCL about the replacement till now. It's amusing that's it's been almost a month since I received the defective TV and in all this time, not once has anyone bothered to call me even once to update me on what's happening. Would recommend everyone to stay away from the brand till they sort out their after sales support.

 

[Nolasco]

I recently bought TCL 75C755 recently froma third party and was quite worried about the installation after reading so many negative comments. However, I had a very good experience. Booked the installation on their helpline and the technician came the very next day. I had to follow up on the phone thru the day but once he came, the installation was seamless and I am very happy with this experience. I would encourage others who had a good experience to also post so that the forum members get a balanced view.

Had the same experience when it came to installation. Their technician came the very next day to install the tv, but on seeing it defective, he just put in a report to the company for a replacement but since then not a single update. If the tv works well, then it's all good, however if there's an issue, you're as good as stuck without any support at all for weeks / months. It's as good as buying a Grey market price without any warranty.

 

[Amarendra]

Looking at your negative reviews I dropped the idea of a tcl. I was considering the recent ones as well c8k. Better to stick to tried and tested - Sony/lg. thanks for sharing.

 

[Sean de Silva]

My nonagenarian aunt requested my help in shortlisting a 40-43" to replace her Panasonic that has finally conked off after 16 years of faithful service. TCL is off our list thanks to your eye-opener of an ordeal

 

[rpanand25]

Amazon had the TV picked up today and are processing a refund and giving me a gift card too for the hassle. Absolutely no update from TCL about the replacement till now. It's amusing that's it's been almost a month since I received the defective TV and in all this time, not once has anyone bothered to call me even once to update me on what's happening. Would recommend everyone to stay away from the brand till they sort out their after sales support.

Good for you. But given the number of new models and sales push, it is expected that they look into the after sales as now customer expects end to end good experience. TCL TVs are selling well this year and short supply is there from time to time. But that is not a reason to respond to a customer like this post sales. Perhaps they forced Amazon to sort out this way. In Bengaluru I heard from the TCL brand stores that better service is provided if you purchase from them instead of online and they said to contact them in case of any issue and they will take up. Perhaps that is to convince to buy from them.

Incidentally I came across this old
Thread 'Unbelievable After Sales Support from TCL'
https://www.hifivision.com/threads/unbelievable-after-sales-support-from-tcl.93047/
It is a mixed bag I suppose.

 

[Nolasco]

Good for you. But given the number of new models and sales push, it is expected that they look into the after sales as now customer expects end to end good experience. TCL TVs are selling well this year and short supply is there from time to time. But that is not a reason to respond to a customer like this post sales. Perhaps they forced Amazon to sort out this way. In Bengaluru I heard from the TCL brand stores that better service is provided if you purchase from them instead of online and they said to contact them in case of any issue and they will take up. Perhaps that is to convince to buy from them.

Incidentally I came across this old
Thread 'Unbelievable After Sales Support from TCL'
https://www.hifivision.com/threads/unbelievable-after-sales-support-from-tcl.93047/
It is a mixed bag I suppose.

I actually had come across that thread too which is why I decided to go ahead with TCL. Prior to that, most of the reviews I had read about tcl was negative. Turned out that was probably an outlier. I doubt they'd ask amazon to settle because till a day before amazon picked up the TV, the TCL customer care kept telling me that they are working on priority to procure a replacement - that unfortunately never happened even after three weeks. The TV is very good if it works - the problem is that if there is any issue with the TV, support is practically nonexistent.

 

[Nolasco]

Funny thing happened yesterday. The local Tcl service center guy called me saying the replacement TV has arrived and asked whether he can bring it and come! They had no clue that the faulty TV was returned and a return processed. So all in all, it took them about 45 days to arrange for a replacement. I managed to get an 85 inch Hisense Q7N for 1.05L. Worth the extra 15k I'd say. Hopefully won't have to face similar service issues with Hisense if I ever need service.

 

[Amarendra]

Funny thing happened yesterday. The local Tcl service center guy called me saying the replacement TV has arrived and asked whether he can bring it and come! They had no clue that the faulty TV was returned and a return processed. So all in all, it took them about 45 days to arrange for a replacement. I managed to get an 85 inch Hisense Q7N for 1.05L. Worth the extra 15k I'd say. Hopefully won't have to face similar service issues with Hisense if I ever need service.

Get the replacement TV and return it after 6 months. That’s the only way they will understand

 

[Nolasco]

Get the replacement TV and return it after 6 months. That’s the only way they will understand

Hahaha can't say the thought didn't cross my mind but Amazon picked up the defective TV so I doubt they'd have kept the new one.