A Lahore customer bought a TCL floor-standing air conditioner from its DHA flagship store that never cooled once with five complaints filed and no resolution after two weeks.
By Imran Malik | Consumer Affairs Desk | MediaBites.com.pk
A Pakistani consumer bought a brand-new air conditioner from TCL Electronics Pakistan’s flagship store in DHA Lahore on August 6, 2026. He paid full price. He received a defective unit. And two weeks later, after four to five separate complaints, he still does not have a working air conditioner or a replacement.
This is his story. And it deserves to be heard.
What Happened — A Brand-New Unit That Never Worked
The customer purchased a TCL floor-standing AC model 24T3-FH from the TCL Electronics DHA Flagship Store, Lahore, invoice number 060826900001.
The unit never cooled. Not once. On first use it failed to deliver any cooling whatsoever, prompting an immediate call to the TCL helpline requesting an inspection.
The inspection confirmed a leak in the condenser — a manufacturing defect that has nothing to do with usage, installation, or customer error. The unit was faulty from the moment it left the factory. It has never delivered a single day of service.
The customer’s request is entirely reasonable. A brand-new appliance with a confirmed manufacturing defect should be replaced outright, not repaired.
The Complaint System That Solves Nothing
What followed the initial inspection is the part that demands TCL Pakistan’s urgent attention.
The customer has now lodged four to five separate complaints. Each time a new ticket is raised it is assigned to a different third-party service provider who has no record of the previously confirmed manufacturing fault, no history of prior visits, and no authority to resolve the case.
Every new technician visit starts from zero. Same questions. Same inspection. Same findings. Then silence — until the customer raises another complaint himself.
The most recent service case is JPK26090800165, registered on September 8, 2026, which informed the customer that a technician “will be assigned soon” and to await notification.
Two weeks. Five complaints. One defective unit. Zero resolution.
The Customer’s Ask — Simple and Fair
The customer’s request requires no interpretation. Replace the defective unit with a new one. Assign a single point of contact with the authority and the case history to actually close the complaint.
“A brand should be able to stand behind a flagship-store purchase that fails on the very first use,” he said, posting publicly after private channels produced nothing.
He is right.
MediaBites to TCL Pakistan — Your Move
TCL Electronics is a global brand with significant ambitions in Pakistan’s competitive consumer electronics market. Its DHA Lahore flagship store represents a premium retail commitment to Pakistani consumers.
A customer who bought from that flagship store, received a confirmed manufacturing defect, filed five complaints in two weeks, and still has no working air conditioner is not an edge case. He is a test of whether TCL Pakistan’s warranty and after-sales commitments mean anything in practice.
MediaBites invites TCL Electronics Pakistan to respond to this case publicly and confirm the resolution for publication.
The customer has his documentation ready. He has offered to update his post the moment the matter is resolved.
The question is whether TCL Pakistan will resolve it before it becomes the story that defines their brand in Pakistan’s consumer market.
— Imran Malik | Consumer Affairs Desk | MediaBites.com.pk | Sharjahnews.ae
This report is based on a verified consumer complaint with documented invoice and service case references. MediaBites has contacted TCL Electronics Pakistan for official response. This story will be updated upon receipt of any official reply.
