Complaint Letter Regarding Laptop After-Sales Service
**Subject: Complaint Regarding Delayed Repair and Lack of Communication for Order
Dear Chuwi Official Support,
I am writing to express my extreme dissatisfaction with the after-sales service I have received regarding my laptop, which I purchased on [Purchase Date] with order number [Order number].
Timeline of Events:
On 29/07/24, I contacted Chuwi Official Support to report an issue with my laptop. ( Briefly describe the initial problem)
I received an email requesting additional information, such as photos of the BIOS page. I promptly provided the requested information. (State what information you sent)
On 06/08/24, I was informed that I needed to send the laptop to a service center in Germany for repairs and was provided with the address. I shipped the laptop on 09/08/24 with tracking number RE445740759GR. (Mention any costs incurred for shipping)
Since then, I have received minimal communication regarding the status of the repair. My last email from Chuwi Official Support was on , stating they would check with the person responsible for receiving the shipment. (Highlight the lack of updates)
With the new school season approaching, I urgently require my laptop for my studies. The delay in repairs is causing significant inconvenience.
Complaint:
The back-and-forth communication regarding the service center address and initial troubleshooting steps wasted valuable time.
Since sending the laptop for repair , I have received very limited updates on the status of the repair. This lack of communication is unacceptable.
The current delay in repair significantly impacts my ability to attend classes, and I am extremely concerned that I will not have my laptop in time for the new semester.
Request:
I request the following:
A prompt update on the status of my laptop repair.
An estimated timeframe for when the repair will be completed and the laptop will be returned to me.
If the repair cannot be completed swiftly, I request a temporary replacement laptop to ensure I can continue with my studies uninterrupted.
I expect a swift and professional resolution to this matter. I look forward to your prompt response and a solution that addresses the issues raised in this complaint.
I am sorry for the lack of response. the repair center has been on holidays for several weeks, that is why we did not have much updates. I told my colleague to check and answer you.
I hope this message finds you well. I am writing to express my extreme dissatisfaction with the after-sales service I have received regarding my laptop, which I purchased on December 28, 2023, with order number.
Timeline of Events:
July 29, 2024: I contacted Chuwi Official Support to report an issue with my laptop. The laptop powers on and starts at the BIOS, then after many reboots, it begins to boot but goes to a blue screen error in Windows. After rebooting, it occasionally reaches the Windows login screen but freezes. At one point, the BIOS did not detect the SSD.
July 31, 2024: I received an email requesting additional information, such as photos of the BIOS page. I promptly provided the requested information.
August 6, 2024: I was informed that I needed to send the laptop to a service center in Germany for repairs and was provided with the address.
August 9, 2024: I shipped the laptop with tracking number RE445740759GR.
August 16, 2024: I followed up as I had no news from the repair store despite the tracking information indicating that the laptop had arrived at its destination.
August 25, 2024: I inquired again about the status of my laptop repair, emphasizing the urgency due to the upcoming school season.
September 1, 2024: I sent a formal complaint letter regarding the delayed repair and lack of communication.
September 4, 2024: I received a response stating that the technicians would prioritize the repair of my equipment.
September 10, 2024: I was informed that my device was still under repair and needed more time.
Complaint:
The back-and-forth communication regarding the service center address and initial troubleshooting steps wasted valuable time. Since sending the laptop for repair, I have received very limited updates on the status of the repair. This lack of communication is unacceptable. The current delay in repair significantly impacts my ability to attend classes, and I am extremely concerned that I will not have my laptop in time for the new semester.
Request:
Given the prolonged delay and lack of communication, I am requesting a full refund for my laptop. The ongoing issues and the significant disruptions they have caused to my daily tasks and studies are unacceptable. I expect a swift and professional resolution to this matter.
Please process my refund at the earliest convenience and provide confirmation once it has been completed. I look forward to your prompt response and a solution that addresses the issues raised in this complaint.
The repair center always will tell us when they finish. My colleagues did not give any more update because there is no updates. Normally they answer when there is something new. This does not depend from us, but from the repair center, the no matter we try to urge, they have their own queue.
We apologize, but it also has been summer so there were less people.
Hello but is not my problem that your partener is on vacarion or not give information. Thats means they are not professional and you as company dont care for after sale. It past 2 months and i have no news.