I am Varun Sharma and I purchased a Lumia 950 Phone via Amazon Order # 405-5738761-5813902, on May 3rd which I received on May 5th and paid Rs.16999/- for the phone with my Yes Bank Account Debit Card.

As soon as I opened the package I realized I have been cheated; for the reasons as mentioned below;

1. Fake Box: The phone did not arrive in the Microsoft original box. It came in a random nokia phone box. The box did not belong to the phone as it did not have proper cardboard housing in which the phone could fit.

2. The phone was not properly packed inside the box.

3. Used Phone: The phone did not look new as it had usage marks at the back. However, it was mentioned as a new pone in the ad on your website.

4. The charger adapter  has no brand marking of microsoft as it should have. It also has damage marks on it.

5. The USB cable is incompatible and does not fit into the phone properly.

For these reasons I called customer support and the representative there scheduled a house call for a technician to come at my place for inspection.

The technician came on May 7th (Mobile: 97795 18256) and checked the phone. He also confirmed all above mentioned points and reported the same to his office. However, he did not mention the reasons in the report but selected the reason as hardware issue.

Following this I spoke to a representative (Anurag A) in amazon technical support team. They assured me that the phone will be replaced.

However, next time Anurag called me and told me that the replacement is taking too long. Hence, he will create a refund for the amount paid by me.

But, when the pick-up agent (mob: 7986761361) came he checked the phone and called customer care and cancelled the pick up citing no reason and left. I called customer care again and they said that it was cancelled by technician because phone is “damaged”. Whereas, there is no damage on phone. It is in same condition as I got it.

Customer care person scheduled another pick-up call. This time the technician did not even come to my address to take the phone and cancelled the pick-up, Twice.

I spoke to pick-up agent on the number (0172-6132004, connects to his cell phone) sent to me by Amazon. He disconnected my call as soon as he recognized me and has not been answering since then.

I spoke to his manager (Mob: 97809 12282) as well who called me before delivery of the phone, he is also doing the same.

They promised to return the money since they were unable to replace the phone. But I have been calling customer care again and again and every time they schedule a pick-up and every time their agent cancels the pick-up. They are neither picking the phone from me nor refunding my money and are just giving me run arounds.