I had purchased Samsung Galaxy A31 (Prism Crush Black, 6GB RAM, 128GB Storage) on 6th July. On 15th July, its display went green colored all of a sudden and nothing was operable. Also when we tried calling on that phone it didn’t even ring. I complained about the same and the Amazon inspection team visited and inspected my phone on 16th July. The person informed me that the phone is irreparable and a report was submitted to Amazon by him. As per this report, Amazon ordered for replacement on 16th July which was supposed to get delivered on 21st July.

• On 21st July, the Amazon delivery person reported an update that I am unavailable to receive the replacement phone. I was home for the entire day since the office is operating from home. Even all my family members were present at home. We had informed society security guard as well about expecting a parcel and after receiving this update by Amazon delivery person, we enquired to the security guard. He told us that nobody visited for the same. Hence, we learned that the Amazon delivery person reported a false update that I am unavailable to receive the replacement phone.
• Upon putting a complaint regarding the same, the delivery was rescheduled to 22nd July that too at 8 p.m, that is the end of the day. So I had to bear the extra delay caused because of a mistake and mismanagement of the Amazon team. When the delivery person arrived at 8:10 p.m., he insisted to me that he needed to start my non-working phone to see the IMEI number. I tried to tell him that this phone is being replaced because its display has gone so there is no way to check for IMEI number. He refused the same and insisted on his point saying that he has been told that this is EXCHANGE and NOT REPLACEMENT. He refused to receive my damaged phone. The delivery person updated the status that I have rejected this delivery. This is again a false update by him as he should have updated that he has failed to retrieve IMEI number on the damaged phone and hence the delivery was not done.
• After putting a complaint again, I was told by an Amazon customer care person that the team will find some solution and get the phone delivered. After a while, I got a call from an Amazon customer care person saying that Amazon is going to refund the entire amount because they must have the IMEI number on the old damaged phone before they deliver the new phone to me.
• Keeping in view above points, one can see how mismanaged and disgusting the entire scenario is.
• After putting in a complaint to get a replacement of the damaged phone, I had told the concerned person that my office work is suffering and I need replacement in a day or maximum two. Still my six days were wasted just because of foolish and extremely delayed management by Amazon. In the first place, a faulty phone was provided by Amazon to me, and upon complaint, it took extremely too much time and even after that, I am not having my phone replaced.
• Asking for an IMEI number from a phone which has a non-working display is completely insane, that too when the Amazon inspection team itself has reported a damaged display. I just don’t understand how such basic requirements are being asked from a customer. Any stupid person will also understand this and wont ask for such things. It is a complete common sense that a phone without display will not give IMEI number and hence, your team should have some backup method to get IMEI numbers from non-working phones. It is not a lookout of a customer to see for all these things. This requirement wasn’t informed to me before. I am surprised to see such big loopholes in the basic functioning of so-called best shopping website.
• In all this hassle, I have wasted my six days just because of the foolishness of Amazon, and ended up having no phone with me, and to my surprise, your customer care person is calling me offering a complete refund for my phone. What nonsense is this? I clearly understand that the new phone isn’t available with Amazon or maybe Amazon didn’t want to replace it so they have played this well-planned game just to end up offering a complete replacement. If the replacement was to be offered, why was it not offered on the first day of my phone’s inspection itself? What is the rationale behind keeping a person waiting, giving him all sorts of stupidest excuses for failed delivery?
• It’s pathetic to know that your delivery persons are putting false updates for covering-up their mistakes which are blaming the customer. How can Amazon do this? It is totally unfair and ridiculous. This shows the worst quality of your functioning. When the call was made by me to customer care regarding requirement of IMEI number from damaged phone, the person also didn’t have any solution for it. Is this type of service you give to your customers?
• Now, I don’t want this replacement phone. I am fed up with your supposedly great service. I want a complete refund including the cost of my old phone exchanged by me and a gift card I had used while purchasing the same.
• I have been using Amazon prime services for almost 8-10 years and have faced such pathetic service for the first time. I am extremely disappointed and wish to discontinue using Amazon in future. It is an extremely worst experience for me which has caused mental trauma to me. This is pure harassment by your team and I am going to escalate this matter in whichever way possible for me including social media.

Now I don’t wish to waste any more days playing this nonsense with your team. I want my refund within 24 hours. Process the same at the earliest.

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