SnapDeal not taking back the damaged product

Name of Complainant Chandrasekhar
Date of ComplaintFebruary 23, 2017
Name(s) of companies complained against
Category of complaint Internet Services
Permanent link of complaint Right click to copy link
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Text of Complaint by Chandrasekhar:

Sir,
I have purchased a mobile phone (HTC One X9) on 08.02.17 and I have received it on 11.02.17. My order id is 18289069265. I was happy on receiving it but on 3 days of using it, I found that battery gets heated up too much when we charge it from 0-10% to 90-100% charge. Then, I complained to the snapdeal by using a link replace/refund on the website. They sent the service engr. The service engr with no knowledge just rebooted the device and asked me whether I want replacement of a phone. I told him it is better to have a refund. I denied the replacement. Then he asked me to contact customer care regarding replace or refund. But, I don’t understand what he has written on the service paper. When I called customer care, they told me that service engr told them that battery is good. I don’t understand how he can tell this without actually charging and checking the battery. Then, customer care told me to contact HTC service centre so that they can repair it. Then I went to the service centre and submitted the phone by mentioning two problems – One is battery heating problem and Other is low voice during calls. He told me to take the phone the next day. Also, on close observation, he told me that there is a very little damage, something like discoloration of a metal body near the area of the camera lens, which I was unable to observe all these days.
The next day, i.e., today, I have taken the phone and the service report from the service center. Then I submitted the report to the SnapDeal thru email. I also mentioned that, the service person has shown me a little defect on the phone, which generally can’t be noticed by ordinary people.
Then, I have received a call from snapdeal customer care stating that the product cannot be replaced/returned due to a damage on the metal body and they are saying that it should be informed to them at the first time, when I told them about battery issue. But, how could I tell this if I haven’t observed myself? I have gone thru all their instructions starting from the appointing snapdeal’s service engr. to visiting the htc service center, which was a big headache for me, and now they are saying not possible. Anyone can easily say that it is a manufacturing defect and not from the customer side, by just looking at that defect. Also, note that snapdeal’s Return/Refund policy in SnapDeal says that the defective item can be returned within 14 days (for snapdeal gold). And it is not mentioned anywhere that we have to inform this in the first attempt. So, till now 14 days has not elapsed. So, I request them to take back the item and refund the amount, as I have no more interest in their products even though if snapdeal wish to replace. Otherwise, please note that I’ll be going to consumer court so that we can deal there. Also, I’ll post this entire story in major social networks and a daily newspaper. And I request them not to call me just for giving apologies without any solution. Thank you.

Image Uploaded by Chandrasekhar:

SnapDeal not taking back the damaged product

One thought on “SnapDeal not taking back the damaged product

  1. Dear Chandrasekhar,

    We understand the plight. We will get the issue checked and update you at the earliest.

    Regards,
    Team Snapdeal

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