| Name of Complainant | |
| Date of Complaint | October 16, 2021 |
| Name(s) of companies complained against | Amazon India |
| Category of complaint | Electronic Appliances |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I purchased a Redmi 50 inch 4k Tv from Amazon on 02-Oct-2021.
As per the exchange offer on older product, I exchanged my older CRT tv to avail the offer.
The order was delivered to me on 07-Oct-2021.
During product use, I found certain defects against the product.
So, I requested for replacement (as there is no other option to raise quality issue). I had raised this request on 09-Oct-2021.
As per amazon policy for large appliance replacement, a technician visits to inspect the defective product.
On 11-Oct-2021, a technician visited and inspected the defective product.
He agreed that product has defects and forwarded the replacement request.
After this, I didn’t received any communication (email/sms/amazon account) from Amazon regarding the replacement.
On 12-Oct-2021, I got a call from third party delivery person that he is there to pickup the return product. Also that person had 6 pickup request under my name for the same 1 TV.
I checked with him, he told me it’s a return request against which pickup is scheduled.
Since I was not aware how return request was being processed against the product, when I requested for replacement.
So, I asked that delivery guy to postpone it and I will check with Customer care.
Now I called the customer care and explained him the issue.
He clearly denied that no replacement is there from seller. Just to tell,
amazon gives 10 days replacement policy to these products (PFA).
Saying this he disconnected the call.
I want to tell here, it takes quite a time to talk to executive after waiting against IVR.
I called customer care again and explained him the issue.
He took like 15 mins to look into issue and came with same response as older guy said. I told him about amazon replacement policy. He put my call on hold for next 10 mins and then said he will transfer my call to technical team (another 10 mins). Once the call is transferred , the i had to explain entire issue again.
Now this one said that amazon replacement policy is one effective while you deny to take order on the time of delivery considering that the package was defective. What he meant that if you had denied to take the order without even opening it then this replacement would be effective (this is certainly not the case).
Again I explained in detail and next they said replacement is not available from the seller.
Now upon argument, he again took 10 mins to transfer my call to next technical team.
Again I had to explain the same issue in detail and she got confused that issue is with pickup and not about replacement/return.
After 10min of detailed talk, she finally understood the issue and asked him for 15 min of call hold (see amount of time) to check (god knows what they check every-time )
Now she came up with response that replacement is available but since the price value of the TV is high they cannot raise request right away.
So, she advised that she has initiated a return request for pickup on 14-Oct-2021 and in next 24 hours replacement request will be created with a confirmation email. Also once the return is completed then only replaced product will be dispatched.
I immediately checked the TV value and it was same 32999 which was at the time i purchased it.
So, i asked her to send this details on email which she did.
Now on 13-Oct-2021, i got a call from delivery guy for the order pickup.
Since as per last conversation, return was to be picked up on 14-Oct-2021.
Upon checking with delivery person, it was a return request and no update was there for the replacement.
So I had to call the customer care.
Upon call, I had to explain now everything that has happened. (they have no updates on their system about open issue)
Now this guy said, there is no replacement available and it will be return.
I asked him to transfer call to their senior, which he denied. This one again took 10min to check for everything but got nothing.
Upon realizing the depth of issue, he transferred the call to tech team.
Again same loop, same problem, they claim to don’t understand the issue.
Transfers call to next person. Same i need to explain him entire issue.
Now this person said he is creating replacement request (here i was relieved that at last things are processing).
He took like 3 holds of 15 min each and then disconnected the call.
In short, amazon is saying that they are creating replacement but they never do it.
They try that order gets returned and they will then plan to refund balance or not. As already informed, I exchange an older product to avail exchange offer.
Amazon is clearly and cleverly try to cheat its customers by delivering defective product from illicit sellers and then deny replacement in above manner.
PS. I am prime customer of amazon.
Image Uploaded by Harshit Agarwal: