| Name of Complainant | |
| Date of Complaint | June 7, 2020 |
| Name(s) of companies complained against | Amazon.in |
| Category of complaint | Electronic Appliances |
| Permanent link of complaint | Right click to copy link |
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I received (Acer Spin 3 8th Generation Corei3 Laptop) on the 30th of May 2020 for Rs.41,000.00, which was a used device. The seal of the packaging was already broken and it is a faulty product. Windows takes 12-15 mins to boot up and the laptop is completely unresponsive. There was already a user signed in the laptop and quite a few programmes already installed. This is definitely not a new product as Amazon has advertised on the product listing.
So I called customer care immediately to complain about the issue and spoke to Krishna, who assured me that she will create a pickup for the item, which will be picked up on the 1st of June 2020 between 7am to 7pm. I also received an email to confirm this.
No one arrived on the 1st of June 2020 to collect the item. So I called customer service, post 7pm on the 1st of June 2020 and spoke to Varun who has also assured me that he will create another pickup which will be scheduled between 24-48 hrs. I informed him, to consider the cost of the product and the fact that there was already a pickup scheduled that was unsuccessful. But he denied to get it escalated, claiming that it was outside his limitation. So I asked for a supervisor and spoke to his supervisor (did not recall his name) who was worse and rude than any agent I spoke to. I wasn’t given a solution and ended up with a pickup scheduled on the 4th of June 2020 between 7am to 7pm.
I received a text message on the 4th of June 2020 to say that the pickup has been rescheduled for the next day as the packaging was not ready.
On the 5th of June 2020, the pickup agent finally arrives to collect the product. He gives me a receipt to sign, I sign the receipt and return the receipt to him. He then claims that he needs to enter the serial no of the product onto his system, but he is unaware of where to find the serial no on the box, and that another agent will arrive in the evening to collect the product. In the meantime I find the serial no on the box and show it to him. without collecting the product, he quickly walks away from the door and towards his vehicle and says that there will be someone to collect it in the evening.
So I again called customer care and spoke to Raj who could not resolve the issue, so I had to get him connect the call to a manager. I then spoke to Sujan who escalated the issue and rescheduled the pick up for the 7th of June 2020 between 7am to 7pm, and assured me that the pickup will definitely be completed on the given date.
On the 7th of June 2020, I received another text message to say that the pickup could not be done due to a courier network issue. So I called customer care again and spoke to Sohel and asked him what if the pickup is not done by 9th June. He said he will escalate the issue, instead of creating an escalation he cancelled the previous return request & created a new return request.
9th June 2020 is the last day that I can claim for a refund. So I’m not sure what is going to happen after that. I think it’s Amazon’s idea to harass their customers in this manner so that the customer is ultimately fedup, and sticks with the faulty product. This has been so frustrating and is the worst customer experience I have ever had. The call center agents are not aware of what they are dealing with and have not been trained adequately.
I need this to be resolved as soon as possible as this is totally unacceptable and dont think Amazon should be treating their customers like this.
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