| Name of Complainant | |
| Date of Complaint | May 19, 2022 |
| Name(s) of companies complained against | Amazon India |
| 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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I am writing this email to request your urgent > attention and intervention regarding *Order # 408-0552929-2866711 & Order # > 408-0747070-3129964* I ordered a XIAOMI 11 Lite NE 5G phone on 6th May 2022 > via Amazon App. The phone was delivered to me on 8th May 2022. After using > the phone for a couple of days I realized that there were many technical > lags in the phone, it was heating up so much that it was difficult to even > hold the phone. So as per protocol, I raised a complaint with Amazon > customer service on 9th May 2022 and was advised that a Technician would > visit my home to inspect the phone. 1st visit of the technician The guy > never turned up at my residential address. After the No Show I again > contacted Amazon customer service and was advised that technician visit > will be rescheduled this time for Friday i.e. 13th May 2022. The Technician > was supposed to visit my home at 12:55PM (per email received from Amazon) > but the guy very calmly called me after 5PM and said (apka 12:55 ka time > tha kya?). Upon further discussion he very coolly advised me to reschedule > again. When I contacted Amazon customer service team again (3rd time now) I > spoke to escalation team (Mr. Sajan). The gentlemen said that he is > ordering a replacement phone for me and the same would be delivered on > Monday i.e. 16th May 2022. On the expected delivery day (16th May) I am > waiting for the phone to be delivered (have reset my existing phone ready > for handover) and at 11AM received an update on my app that YOUR ADDRESS IS > INCORRECT OR PARTIAL HENCE DELIVERY CANNOT BE DONE. I have had the same > address ever since I am using AMZON and the phone delivered on 8th May was > also delivered at the very same address. Therefore since there is nothing > else that I can do (My Hands are tied) I contacted Amazon customer service > team (4th time) and was told to wait for 3 hours within which phone would > get delivered and if not please call back. I was not satisfied with this > response so I contacted Amazon delivery agent who told me that he is in > close proximity of my residence (HE WAS AT VAIBHAV KHAND, Indirapuram & I > put in SHAKTI KHAND 4,Indirapuram) and would deliver the phone within a > couple of hours. After 4 hours I saw an update on my APP that Return > verification failed phone is being returned to the seller by the delivery > agent. As usual I contacted Amazon customer service team again (5th time on > 15th and again the very next day i.e. 16th May 2022 PLEASE LISTEN to this > recorded conversation with Harshvardhan) and this time I spoke to an > escalation team SPOC namely (Mr. Harshvardhan from Indore MP India). That > gentlemen committed the following during our conversation in the afternoon > of 16th May 1. The delivery guy did not appear at your address (vetted via > delivery guys co-ordinates) and willingly & for unknown reasons failed your > verification. THIS PROBABLY WAS ESCALATED TO THE CONCERNED TEAM AS WELL. 2. > Due to delivery guys actions we simply CANNOT process/re-order phone > replacement now. 3. He said only option is to process complete refund. 4. I > advised him that my phone was bought under promotional offer wherein there > was an additional exchange bonus of INR 5000 over & above the phone value . > Which per BAU & email received from Amazon would not be refunded back to > me. 5. The guy put me on hold for a long time and assumingly discussed this > with his supervisors, came back and confirmed 100% that full amount > including additional exchange bonus would be refunded back to you and sent > an email to me with estimated refund amount shown as INR 25999.00. 6. I > assertively said again that I need a replacement phone but since the guy > was adamant that it cannot be replaced so he went ahead only to process the > refund and he said that he is placing a request for a couple of things A.) > Phone to be delivered the very next day (within 24 hours) PRESUMABLY HE > ESCALATED AND FILLED A FORM TO ENSURE THIS HAPENDS and B.) Full refund to > be processed in case phone is not delivered by end of day Tuesday i.e. 17th > May. AS I ALREADY KNEW THE PHONE WILL NOT DELIEVERD AS YOUR APP SUGGESTED > VIA UPDATES. 7. Mr. Harshvardhan advised that break up of refund would be > as follows 1. INR 9550 (exchange value of my phone INR 4550 & promotional > offer of INR 5000) would be credited in your AMAZON PAY BALANCE (AGAIN > PLEASE LISTEN TO THIS CALL THAT TOOK PLACE ON 15th and 16th May 2022). The > guy also confirmed that this AMAZON PAY balance can be transferred to your > Bank Account. (I GOT TO KNOW TODAY THAT IT IS NOT POSSIBLE as advised by > another escalation team SPOC Mr. IDRIS) 2. INR 16099 which I paid via my > AMAZON PAY ICICI Bank credit card would be refunded back to the original > payment method. 3. Guy has the audacity to even commit that he would keep > this case under his personal follow up & goes missing now. 1. Next day i.e. > today 18th May 2022 my phone is picked up (hassle free from my end) and I > was assuming that a full refund of INR 25999.00 would be credited as > mentioned above. 2. The refund amount of INR 4550 is credit to my AMAZON > PAY & INR 16099 is being refunded on my AMAZON PAY ICICI Bank credit card. > PLEASE SEE THAT I am very appalled by the level of customer service that > your guys have been treating me with not to mention FAKE PROMISES AND > COMMITMENTS. I am writing this grievance letter to request that my case be > looked into and investigated with utmost sincerity and transparency. Is it > something possible? Secondly need your support to review & reopen my > complaints which I raised w.e.f. 8th May 2022. Guys I have been a ardent > AMAZON supporter and have been let down horrifically. I am very much > disappointed and just want to safe guard my interests. Therefore writing to > GRIEVANCE OFFICE AMZON INDIA as my 1st notice to ensure somebody > responsible & holding an authority look into this matter, calls me and > address my concerns. REFUND WAS NOT MY PREFERENCE. I REPEATEDLY SAID ON > CALLS THAT I ONLY WAS MY PHONE IN WORKING CONDITION TO BE DELIVERED. You > have my contact details i.e. handphone number, residential & office address > along with my email id on my AMAZON account. Kindly be sympathetic enough > and contact me. Looking forward to a response on this letter.
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