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The subject laptop purchased from Carrefour Mall of the Emirates Invoice # 6001108201221905152059 dated 15-May-2019 & unit serial # NHQ3LEM0039090CE3B3400 after only 5.5 months while working 1 day had a sudden glitch and noise from within and then the part of display screen became dark and part had drizzle light. The unit has no screen damage damage or crack and no mark of any damage as it was kept on the table and used being heavy.
Unit handed over to Carrefour Customer Service on 8-Nov-2019 and accepted vide case # [protected] and after 1 week the Service Center named Ensure Services called and said over phone the unit has physical damage not covered under warranty and we need to pay the repair cost AED 800-850. We refuse to accept the repair cost as unit under warranty and we call the damage as electrical damage as no physical damage/impact happened as the unit is not a touch screen laptop.
Unit returned on 25-Nov-19. We went to Carrefour MOE and refuse to accept the service report falsely claiming Physical damage and ask to send the unit to ACER to approve repair as we show the unit again to the Customer Care Supervisor who inspects the same and asks to re-send the unit to service center. Thereafter, we waited over1 month and no response from either Carrefour or Service Center on any update. We visit again on 30-Dec-2019 after 33 days to be told no update and give them 1 more week to follow-up. Today 7th Jan-2020 Customer Service calls to say same response from Service Center after holding the unit for 33 days. Not acceptable and as per condition of holding units immobilized for over 30 days within warranty period the invoice value needs to be refunded to customer or a credit note issued. We expect prompt response from Carrefour Customer Service to address the issue.
I am very dissatisfied with the customer care of Carrefour (Mall Of The Emirates - Dubai) branch. I had bought a Acer NB AN5 i7-8750/16/1+256/4/15.6 gaming laptop (invoice number : 6001108201221905152059) Serial # NHQ3LEM00390903B3400 on 15th May 2019 from Mall Of The Emirates Carrefour. On 7th November 2019 while using it the screen began to glitch and the left hand side of the screen became dark. The very next day on 8th November 2019 we took it down to the above mentioned outlet and requested for a repair (case number : [protected]). Still being under the warranty period I expected the authorised service center to repair it . After 15 days I was told that my laptop had undergone an accidental damage with internal LCD screen damage, whereas there was no damage on it when I handed it over to the customer care counter. The person on the counter checked it while receiving and had no complaints about any accidental damage with the screen intact and no signs of damage to any other parts of the laptop as well. I had refused to accept the report given by the outsourced company (Ensure) who is an authorized Third Party Service Center and asked for a second review on the 27th of November 2019. According to me it is an electrical damage as it suddenly stopped working with a glitch & noise. Since then I was waiting for over a month for either Carrefour or Acer to contact me and there was absolutely no communication from either. I again went down to the store on 30th December only to be delayed further for the report to be given. On 7th January 2020 I ultimately received a call from Carrefour saying it is now a physical damage. The Laptop when handed over to Carrefour on 8th November had no physical damage as evidenced by the receiving comment "Unit with box & charger inside no display needs to be checked and tested urgent basis" on Customer Repair Slip, Case# [protected]. The laptop has been with Carrefour for more time than expected and it clearly states in warranty terms "During the warranty period, if a product is immobilized for more than 30 days, Carrefour will establish a voucher corresponding to the price paid by the customer on the day of the purchase". I refuse to accept this report and would like a refund of the product invoice value as it has been two months since this incident. I was unable to use my laptop as well as have lost out on the warranty period for 2 months. Requested a speedy response to address the issue as this has inflicted a huge damage to my belief and confidence on Carrefour Customer Service and their approach to address this serious issue of the customer by not empathizing with the customer and sharing the customer's perspective as we have patiently waited for 2 months for a resolution.
