Name of Complainant	Priya Santoshi
Date of Complaint	February 6, 2022
Name(s) of companies complained against	Flipkart
Category of complaint	E-Com & Retail
Permanent link of complaint	Right click to copy link
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Hi Team,

Please read the below description az it was send to flipkart.

I have been having issues with one of my products that I purchased on 12th Jan 2022 for OD123884314077214000 – Xiaomi 11i 5G (Pacific Pearl 128gb). Initially the phone was delivered without accessories on 15th Jan 2022 and I raised a complaint to Flipkart stating the same with the Incident no: IN22011522341111929057.

I received a call from the escalation team and spoke to Alisha Afreen. After explaining her that the accessories were missing and I dint want to return the handset for refund because replacement was not available that time, she agreed to give me 2000rs into my flipkart wallet after checking with seller and the same was credited to me. Also when I spoke to her I was assured that I can still return the handset in case if the handset does not work properly before the return period is over i.e on or before 22nd Jan 2022.

My husband was using the phone but suddenly he started facing issues with the handset, the phone kept restarting itself, automatically dialling random numbers from contacts and use to hang a lot. So at last I called customer service on 22nd Jan and told them to replace the phone as its not working, so they arranged a technician visit to check the handset. The technician came and factory reset the phone and said the phone will work and closed the return request. After that the phone started giving more trouble. It does not charge properly keeps restarting everytime on its own. So again I sent an email to the escalations team and the Incident: IN22012204510348448594. I spoke to 3 different people so far for the same handset and finally Rashmi Gupta from their escalations team spoke to me and assigned herself to my case. I explained everything to her from start and she assured me that she will put in a new return request where they will clearly mention that the handset can be returned without accessories as it was never received with the handset. I told her multiple times that the delivery agent will not pickup the order if the accessories are not there but she said that she already updated this to the seller and seller forwarded the details to delivery partner and they will follow it and pickup the order simultneously they will hand over the replacement handset.

Today the handset was supposed to be picked up and replaced. I received a call in the morning from Rashmj and again I confirmed whether they will collect the handset without accessories or not, she assured me they will pickup the order without accessories and she will call me again in 24 hours to confirm if the handset is replaced. So as I presumed the delivery agent came to my husband’s office for pickup and clearly refused to collect the handset, he said he is unable to see any notes stating that the accessories are missing from the box and the reson for return only shows that the phone is defective. I also spoke to his manager on number 7030147088 and even he said they cant pickup the product as the reason is different and asked to raise a complaint again stating that the accessories are missing. I called customer service immediately and as usual after listening to my query they started doing the same thing they do everytime just pretend they cant hear speak too low and disconnect the call.

22nd Jan was the last day for initiating a return for this handset and its already past that. Now the delivery agent said to my husband that they will reschedule the pickup for this Friday until then asked us to raise another complaint. I am really fed up going back and back forth with the escalation team. I asked Rashmi this morning to contact delivery agent and speak to him to inform the case but she said that she cant see there details and I will have to wait for them to come and collect the package.

I am blindsided here and dont have any option but to complaint to National Consumer Rights Helpline. My reference number is 3244348 which has been issued by grievance team of NCR.

I need my handset to be replaced now or if they cant replace it then ask them to refund the money and compensate me for the time I have wasted and the hassle I have been through. I am still waiting for a callback from someone who promised to update me on my orders.

First of all for my Order OD123884314077214000 – Xiaomi 11i 5G (Pacific Pearl) again the delivery agent refused to pickup the product today and hence the replacement request is cancelled now. I have been telling you guys all along that they will not accept the handset without accessories but you guys are just wasting my time mentioning the reason that the phone is defective. I had asked each and every advisor to please change the reason for return but it seems you guys dont give a damn about it, neither you guys are contacting the delivery agent to let them know what to be done nor you guys giving me the replacement phone. So tell me how long do I have to keep playing this back and forth game.I am not getting resolution but just a run around everytime. This is the second time delivery agent refused to pickup the handset without accessories and the same answer I get from them and their manager that the phone’s return reason is defective and there are no comments that the accessories are also missing and they can still pickup. Everytime I have been lied by the escalation team that they updating this to the delivery agent and then when he comes he just have to say – MAM WE CANT TAKE THE PRODUCT AS ACCESSORIES ARE MISSING AND THE RETURN REASON IS DEFECTIVE, CALL CUSTOMER SERVICE AND UPDATE THE REASON TO MISSING ACCESSORIES AND WE WILL REPLACE IT.

I am already fed up with all the chaos happening for just a handset replacement. If you guys cant replace it then refund the amount and whenever u feel like taking the phone back you can send your delivery guy to collect.

Secondly for this order : OD123883380443667000 which is Xiaomi 11i 5G (Purple Mist). I already raised a return for replacement as the phone is not working properly. After having a blasted conversation with your advisor yestersay where he kept forcing me to factory reset the phone unfortunately which I did today, nothing changed. The phone still starts bluetooth by itself phone hangs and while on calls the other party can not hear me until I have put the call on speaker. The font for message and contact app does not change. While I get a call from someone the ringtone rings for 5 seconds on max volume and then for another 10 seconds the volume goes down completely. There is no new update on my phone as recently I have updated the phone on Tuesday.

I dint get a call from the escalation team today and suddenly got a text and email that my return is cancelled for this phone as well. I already did the factory reset and its still the same. I know you guys can override the technician visit so I want that to happen for my phone Xiaomi 11i 5G (Purple Mist). Last time your technician came and did the troubleshooting on my other phone (Pacific Pearl) and everything was erased and stopped working. I dont want that to happen so you guys will blame that I might have done something.
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I just want both of my handsets to be replaced. This is going on now from past 2 weeks and still I have been going through hell with no resolution. If you guys cant replace the handsets than refund our money. You are just pissing me more everyday. Even after I complaint to National Consumer Rights still the issue is not resolved.

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