| Name of Complainant | |
| Date of Complaint | July 29, 2022 |
| Name(s) of companies complained against | Amazon |
| Category of complaint | Electronic Appliances |
| Permanent link of complaint | Right click to copy link |
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I purchased the AC from Amazon.in – AmazonBasics 1 Ton 3 Star Non-Inverter Split AC (2020, White) on 19th February 2022. The AC stopped working on 17th July 2022. I raised the warranty claim request – ORDER # 171-4259770-0971532 on 17th July 2022. It’s been 12 days since the complaint was raised for the AC to be repaired. An AC that was purchased only 5 months ago. A technician was supposed to come on 18th July between 10 am to 6 pm. I waited the whole day, but no one came. I contacted amazon and they had no clue about it and asked me to wait for another 48hrs. On Wednesday – 20th July, a technician, Saddam, messaged me stating he is from Amazon repair service and that they didn’t come on 18th July because they received some other customer’s details. He then came on Thursday 21st July 2022. He checked the AC and said the PCB has short-circuited – nothing on that board looked short-circuited and neither do we have a power fluctuation issue. He said this issue is not covered under warranty. I asked him what is covered under warranty – he said internal faults – PCB is pretty much an internal part of the AC. So I don’t know how it isn’t covered under warranty. He connected me to his boss – Yakub over the phone who said he will get back to me the next day to explain what could be done and if there are charges, how much would that be. I waited for the whole of Friday (22nd July 2022), but no call or email arrived. Towards 6 pm on Friday (22nd July) I called up Yakub, but no answer. I messaged Saddam, but again no response. I called up amazon customer service again, and after going through the rigmarole of multiple transfers and their agents hanging up in between, I was told I would have to wait till Tuesday 26th July by when a technician will be sent to have a look again. No one arrived and they sent an email that per the previous technician, the repair is chargeable. I replied to that mail on the same day – 26th July. I have sent follow-up emails too asking about the status. No reply yet. This customer service is appalling. I have never heard such bizarre handling of any repair service and I really don’t know what to do. The only option seems to be consumer court – which will again be a tedious process. I have already waited 12 days, which seems to be an absolute waste. Today – 29th July 2022, their agent named Aman said the issue will be resolved in 48 hrs. I wonder how will it get resolved in 48 hrs? Will the AC be repaired in 48 hrs? Because that’s what is the resolution to this issue.
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