Hi,

My name is Amala. I have a complaint against flipkart’s customer service. I have purchased a Redmi Note 6 Pro mobile phone from flipkart on 6th December, 2018. I received the phone on 10th December, 2018.

I faced heavy battery draining and camera quality issues from the first day onward.  Hence, I have raised a replacement request for the phone on flipkart, since there is no option for refund. The request got rejected from flipkart end stating that i didn’t pickup their call. But actually I got a call from flipkart on the same day and the person told me all the troubleshooting steps to follow and then he told that another follow up call will be arranged soon.

Since the request was rejected without any reason, again I raised a request for replacement and it went for seller approval and it waited for approval for 2 days. No action was taken from flipkart end or seller end during this time. In the end, after a lot of  calls to flipkart customer care, the technician visit was scheduled and he came on 17 December, 2018. The technician doesn’t have much knowledge and he was not listening to what I was saying. What he was saying from the beginning is that he will record a video for 10 minutes and if the battery drains more than 10% he will replace it. His attitude was bad and he was acting like he is never going to replace the phone. Instead of listening to what I was saying, the technician tested the device for just 10 mins and rejected the replacement stating there is no battery/camera issue with the product. The battery was draining too fast during normal use. After charging the device to 100%, within minutes I could see it draining down to as low as 93% even while the phone is not being used.

Since I was not satisfied with the technician visit, I have again raised a replacement request on the same day and it again end up in another technician visit. The same person came and he told they can’t replace the product unless the battery went down 10% during the video recording. He did the same test and left the place within no time. He even said that he didn’t want to attend this case since he saw my name and he came once and tested. He told he is not interested. We called the technician’s senior person and he also told that this is how they can test and no issue is there with the phone. The technician is saying that flipkart and seller is having this requirement and whatever issue we face with the phone he/they doesn’t care. He want the phone’s battery percentage to drop at least 10% or more in order to replace it.  Phone spec shows 4000mAh battery but it doesn’t even last for 1 day with normal usage. Also the selfie camera is producing shaky and blurred images with low quality.

I never expected this kind of pathetic service from flipkart. They made the entire process get delayed so much so as to complete the time limit of 10 days so that they don’t even need to replace the product. Flipkart is now saying to take the phone to the service centre. Without customer satisfaction how can you force someone to keep a product? They should either replace or refund the money. At the end, it is the customer’s hard earned money and you should care about the response or feedback from the customer.

Hence I would require a replacement of the product or a refund of my money.