| Name of Complainant | |
| Date of Complaint | July 3, 2021 |
| Name(s) of companies complained against | Flipkart |
| Category of complaint | Mobile Phone |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Hi Sir/Madam,
I am writing this email to you to describe a horrific experience I had with the online retail portal Flipkart recently. I have been cheated, harassed and given no resolution at all for my issue.
Let me explain what happened.
I purchased a POCO M3 (Power Black, 128 GB) mobile phone through Flipkart and paid Rs. 10738.00.
Order ID: OD222146108821736000
The order was placed on 25th June 2021 and I received the mobile phone the very next day on 26th June 2021. I had intended to gift this phone to a family member as a token of love on the occasion of her birthday but I had no idea my desires were to be crushed by poor business ethics and very pathetic customer service. I was cheated by the brand and humiliated in front of my family.
This mobile phone does not have a great and amazing picture quality of 48 MP as advertised. It does not have the Call recording feature either. Having realized this, I contacted the Flipkart customer service through their app (within the 7-day Return policy as prescribed) and raised a request to return the phone. The deceptive app from Flipkart did not provide me an option to return the phone, it only forced me for a replacement which I did not/do not want.
A technician visited my place on the 29th June 2021, checked the device and confirmed that the device was defective. Here are the technician comments:
“As I visit customer address customer issues camera quality related customer not satisfied because this device camera quality others camera quality related very low and call recorder open not available this device as I check to sop according devices camera quality some not any issues as per device camera quality ok but customer not satisfied only refund device because customer not happy with mobile performance related as per hardware ok”
The technician suggested raising another request and asked for a call back from a supervisor. After several attempts, I received a call from the customer service team. The customer service associate agreed on the call that I was tricked and the cell-phone would be returned. I was immensely annoyed by that time and requested them to refund my money at the earliest. The associate could not guarantee a return, and advised me to wait till 3rd July as the investigation would take time.
Today, on 2nd July, I received a text message and an email telling me that the case was closed and the phone won’t be returned. Now, I am here writing this email to you for help.
Do I have any rights and protection as a customer?
Are the business companies supposed to adhere to some ethics and fair practices?
Can the service/business providers do anything/everything they think they can without any regulations?
Are we, customers supposed to just accept whatever they force us to accept?
Who would compensate for the humiliation I faced in front of my family?
Who will pay me back for the time and efforts I wasted in getting this ordeal sorted?
Why don’t these companies be penalized for harassing the customers?
I am trying to find out what my options are here. I am not going to let them go just like that. This is not acceptable at all.
I would like a full refund for the amount I spent. I also want them to compensate for the huge inconvenience I had with them.
Please look into this matter and take appropriate action against the business provider. I would like monetary compensation apart from the amount I paid for the mobile as well.
I am attaching the call recording with a Flipkart associate who agreed that the device was defective.
Please reach out to me in case you need more information.
Image Uploaded by Nitin Kalia:
