Name of Complainant	Prapti Bhasin
Date of Complaint	June 12, 2022
Name(s) of companies complained against	Amazon India
Category of complaint	Mobile Phone
Permanent link of complaint	Right click to copy link
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I am writing my case for my Samsung Device – Samsung Galaxy F62.

IMEI Number – 350641035252557

This device was bought on 10th August 2021 from Amazon India from the registered email address – [email protected]. . Amazon India is also marked in CC. The payment was made in full to Amazon India when the device was bought.

On June 10th 2022, the device got locked and is not getting unlocked at all upon several attempts and restarts. The message that is getting displayed is – “Payment Due for Flipkart Smart Upgrade Plan. Login to your Flipkart account from some other device to make the payment. Post payment only the device will be unlocked”

To resolve the issue before sending this email to Samsung, the below steps have been taken –

The device currently allows calls to only Flipkart Customer Care. Over several calls to Flipkart CC, it was shared that the issue can only be resolved from Flipkart’s end if the phone was bought from Flipkart and the order ID belonged to Flipkart – which was not the case with me upon purchasing. The advice was to reach out to Amazon because that was the platform where the device was bought from and it made sense.
On June 10th 2022, over 3 hours call to Amazon Customer Care – Amazon kept on saying that this is a Samsung Brand issue and hence Samsung needs to be reached out.
However, the entire case looks something like this – A buyer called – “Pransu Mobile, ID at Amazon – A1PMDMV3MPN3BU” bought this device from Flipkart under the Flipkart Smart Upgrade Plan with 70% payment (the plan allows remaining 30% payment to happen at the end of 11 months from the purchase date) and became a seller on Amazon and listed it on Amazon for sale. Amazon clearly didn’t verify the seller – “Pransu Mobile” and the device and made it available for sale.
I fell a victim to this and bought the device totally unknowing that the phone was covered under this plan. This was no where shared with me during the purchase. And hence on June 10th 2022, when the 11 months for the device were done, because of non payment – my device got locked. I haven’t been able to access my device in the last 28 hours.
A case/ticket #V601725144 was raised with Amazon India to look into this on June 10th 2022. When the status of the case was rechecked with them on June 11th 2022, they shared that the case was closed since no denial letter was received from Samsung. And they can only proceed if Samsung issues a denial letter stating – that this is Amazon’s issue and not Samsung’s. The closing of the case was also not shared with me. I got to know about the status only when I reached out to Customer Care.

To add more context to my current situation:-

I am a woman based in a very remote & interior area of Himachal Pradesh currently and internet connectivity is a big challenge here. I operate on mobile hotspot and that is currently robbed off from me because my device is locked from last 28 hours. I reach out to people around me to borrow some hotspot to inform my family with my updates. My professional work has suffered so much in the last 2 days and the customer calls with Amazon were a mental torture. Monday – I have to get back to work with calls online and my device is locked. I will have to make a 30% of my device’s amount payment which is totally not my fault.

Image Uploaded by Prapti Bhasin: