| Name of Complainant | |
| Date of Complaint | July 13, 2022 |
| Name(s) of companies complained against | Amazon |
| Category of complaint | E-Com & Retail |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Dear Sir,
This has reference to IQOO 7 5g mobile that i purchased from Amazon. i got the delivery on Friday night and after activating the phone i found that the sound quality of the phone is not good / poor (be it ear phone or speaker – speaker sound quality was pathetic). Accordingly i raised a request to return the phone but the only option that i got was replacement. i called on the customer care number and informed them about the issue and told them i want to return the product and want refund for the same. but i was told that i should have checked the phone and then buy it as everything was mentioned in the product details on their website. i told them yes details may be there on the product details but the quality and performance is not good and this product is not available in any store so that i can go and check the phone physically and then order online. the technical team lady’s tone was not good and same may be checked from their call recording. when i told her please return the call to the customer support team she told me to disconnect the call and call back as she cannot transfer the call.
Out of option for her adamancy i disconnected the call and called back again. The customer care agent heard my issue and put my call on hold and later told me that she is transferring my call to her supervisor / colleague. Mr. Anurag from technical team told me that there is a process that needs to be followed and for that a technician would visit and check the phone and accordingly return / replace / what ever suitable action would be taken based on the report of the technician.
Technician called and told me to run a test after downloading one app. and while doing the trouble shooting he agreed that sound quality is not that good and he would submit his report to Amazon accordingly and also i would get a call from Amazon by 6 pm evening.
However when i did not receive any call from Amazon i called back next day morning (today) and while speaking to Ms. Riya (Technical team) i was told that i have to run the test again to which i disagreed and told her that when i have cooperated with you and also your technician has agreed that sound quality is poor; she told me that the technician has updated in his report that product is all good. she was so adamant that she is ready to forego a customer (when i told her that i had to beg to get my money back for such a poor quality product) and was adamant that another technician would visit tomorrow and this is their policy. She would also raise a complaint against the technician but she has to follow the policy. When i told her that the policy has already been followed and how many times you have to follow the policy? she told me that whenever i will call Amazon for the same issue every agent who would attend the call will follow the policy (same can be checked in the call recording.
Request you to please help me get my money back as it is a product of Rs. 29000 and spending or keeping a phone of such a poor quality is not worth. Most importantly i had to beg to Amazon to get my money back.
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