Dissatisfaction with the service received

I hope this message finds you well. I am writing to express my deep dissatisfaction with the service I have received from your company, Mustek, and to formally request a resolution regarding the issues I have encountered.

Purchase and Delivery Issues: We purchased a 75-inch Mercer Smart Panel from Mustek through ITE Services on the 4th of August. The order for the Smart Panel was placed by ITE on the 5th of August, and we were informed that it would be delivered the following day. However, the delivery did not take place as promised. Instead, the Smart Panel was only delivered on the 12th of August. To our dismay, we found that the Smart Panel was lying loose on the floor of the delivery truck, raising concerns about possible damage during transit. Furthermore, the delivery service initially sent the Smart Panel to the wrong address, causing additional delays. When we contacted the delivery service to rectify the issue, we were informed that they had gone on a long weekend, and we did not receive the Smart Panel until the following week. This experience was extremely frustrating and far from the level of service we expected.

Product Defects: After finally receiving the Smart Panel, we unwrapped it and began using it, only to discover that it had several defects. Within just two days of use, the Smart Panel began switching itself off and on multiple times, and on other occasions, the screen went blank and then recovered. This behavior is not what one expects from a new product.

Inadequate Technical Support: On the 20th of August, we returned the Smart Panel to Mustek for inspection. After several days, a technician contacted us, stating that he had tested the Smart Panel and found no issues. He indicated that the Smart Panel could be collected. This response was extremely disappointing, as it was clear that the testing process was inadequate. The technician simply left the Smart Panel on, which did not replicate the issues we experienced. After explaining the problems again, the technician offered to test the Smart Panel for a few more days. However, this further delay is unacceptable, especially given that we have now had the Smart Panel for three weeks and have barely been able to use it for two days.

Resolution Requested: Given the poor service and the defective product, we request a replacement of the faulty Smart Panel or a full refund. Our confidence in both the Mercer Smart Panel and Mustek as a company has been significantly diminished, and we expect this situation to be resolved promptly. Please address this matter with the urgency it deserves. We look forward to your prompt response and a satisfactory resolution.

Kind Regards