| Name of Complainant | |
| Date of Complaint | April 27, 2019 |
| Name(s) of companies complained against | Flipkart |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Please refer article for the full issue:
https://medium.com/@rajeshguna/big-mistakes-of-online-purchase-disclaimer-its-not-about-any-kart-company-34acfd519cfc
So here’s what happened: problem with the product was overheating, complaint was made immediately a day after the delivery.
On the first attempt, they rejected my request and asked me to perform basic troubleshooting steps like uninstall apps you’ve installed, reset app configurations, install system updates, refactor and the list goes on. Performed all of them, still no luck, raised the issue again. My first mistake.
On the second attempt, they arranged a tech visit. The guy who came for tech visit installed an app called cpu-z (Battery temperature monitoring tool), asked me to use the mobile for 20–30 mins to reproduce the issue. The device’s temperature went upto 47 °c, but the technician rejected it as the threshold they had was 50 °c. This guy also warned me not to waste my time with this company on the return policy. Unfortunately, i ignored it this time as well. Went through motorola legal guide for charging battery, i know it’s for charging, but logically if charging itself had been restricted from 0 °c to 45 °c, then they should revisit their return policy for each model, shouldn’t they? But sorry they never hear your voice.
Now that i knew the steps to troubleshoot was just by installing a system monitor app, i started troubleshooting the device myself, and was able to “reproduce” the issue on charging the device after a full discharge of the battery.
On the third attempt, another technician came for troubleshooting. His troubleshooting methods were totally different from the first one. This technician checked it for 10 mins — when it went up to 45 °c only, it got rejected again even though i showed him the above snapshot of 51 °c. This technician advised me to check this with the company in the hope that they might be of help. That gave some hope, so registered the complaint again with all the details.
On the fourth attempt, i was with a senior support person – should appreciate this company for having such a person, who doesn’t bother to solve the customer problem, make false promises or treat their customers as illiterates who can’t even read. After long conversations, he asked me to get an authorized service centre’s job card with a note on the overheating issue. I submitted them again and, of course, they failed me again. At the time i was felt engineering exam/practicals were much easier than this.
On the fifth attempt, support people moved to the backend team. Here they arranged for one more technician visit but this time i asked them what outcome i can expect this time. They said attaching job card by technician will help seller to process return. Also, i asked them what if the technician failed to submit it, they false promised that it won’t happen. As usual technician came — this time temperature went up to 49 °c, just 1 °c less than the threshold limit of 50 °c. Technician refused to attach the job card as there was no option to upload job card and so again the request was rejected by seller because of the 1 °c shortage. Understood the importance of 1!
Image Uploaded by Rajesh: