Name of Complainant	Kashyap Menon
Date of Complaint	July 3, 2024
Name(s) of companies complained against	Flipkart, RealmeTechlife
Category of complaint	Electronic Appliances
Permanent link of complaint	Right click to copy link
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I had purchased a Realme Techlife Washing Machine 6.5kg from Flipkart in Sep 2022. The washing machine has 2 years of brand warranty and I bought another year of extended warranty which is for the third year from Jeeves. EW activates in Sep 2024 once the brand warranty is over. Thats how it normally works even with the my previous experiences and Jeeves has been very responsible and committed with my other appliances when their warranty is active.

I had been using the machine until 15 days ago. It started leaking water internally when the water was being fed from the outlet to the inlet. The leakage is from the inside of the machine which spills through the gap in the plastic.

The timeline of the entire experience I had as below –

20th June – I contacted Flipkart for this issue. They gave me 2 numbers to contact the realme brand and an email ID to raise a ticket. They said once the email has been sent they would call back and help in resolution within 24 hours. I had therefore sent an email and so far until today there has been no response. I did get a default response from them that they are looking into the issue and will get back to me in 24 hours. Nothing happened post that. I attached the flipkart bill on the email as well just to ensure that they respond. They didn’t.
21st June – I waited for a response, nothing happened.
22nd June – Raised a complaint with Flipkart again, they asked to wait for 48 hours.
23rd June – A representative from Flipkart calls me and I explain the scenario, they asked to wait for another 48 hours and ask me to call Realme as well again.
24th June – Someone from senior escalation team contacts me and tells me that since the brand has not responded he will raise a replacement or refund request based on what is possible in his system. He checked and said that it cant be replaced, only refunded. I told him I am okay with repair as well incase both options are not available. He therefore raised a return request. He mentioned that he will send a technician to my house to check if the product is actually damaged and that I am not doing fraud.
25th June – The technician visited my house. He opened up the machine. He found the issue, took pictures, videos and selfies. The machine was made feebly so when the machine reset the machine back, he broke the door hinge as well. He said its alright as the product will be returned. On that day evening I get a response from Flipkart that my issue has been resolved by the technician and my return request is canceled. I knew this was an issue and I ordered a new washing machine because we have to wash clothes and cannot compromise on the delay. The technician that came was from Jeeves. When he called me he asked me why is he being sent and not a Realme tech since my Jeeves warranty does not activate until Sep 2024. I explained the situation to him and then he came.
26th June – Flipkart marks my issue as resolved when it has not been resolved. So I call and reopen the issue.
26th to 29th June – I call and check my issue update throughout the day at least 3 times per day. One person tried calling the brand with me on the line but they didn’t pick up and he asked me to wait 24 to 48.
29th June – Another senior executive calls and raises the return request again. This time I told them dont send another technician just send someone to pickup the item but another technician calls me and I explain the situation. I told him he can come but I asked him not to waste his time and call his colleague for the update. He then canceled my visit and told Flipkart in an update that I am not ready for him to come to my house which was a lie. I have a recording of the call. I did insist that it was a waste of time for him to come thats it but I never told him not to come.
29th June to 2nd July – I keep calling Flipkart for updates everyone asks me for 24 to 48 hours.
2nd July – I sent an email to [email protected] with all the above details. I got a call and they asked me for another 48 hours. He then requested me to send a screenshot of the email I had sent to the brand. I sent it across as a reply to an email that he had initiated to me. I got a response from another customer support person asking me to contact the brand. They didn’t even look into the history. Post that I forwarded that response again to grievance email. The grievance team what they do is they send the email in such a way that we respond to [email protected] and it goes as a general case and it creates a normal support ticket. All the issues that I had raised they mark it resolved after 48 hours so that the issue is not escalated. Every single time. I have that on my app.
3rd July – I get another call from grievance based on my previous email forward and they ask me to wait another 24 to 48 hours for resolution. I told them that I will be giving this case and they can try to resolve it if possible.

In general the response is wait 24 to 48. We will then close your request, you can generate a new one and then wait for another 24 to 48.

The incident IDs I have currently are the below –

IN24062618422582609070
IN24062211492971572335

There are many many more.

On top of that they send me a cleartrip voucher for Rs.500 as a token of apology which is most cringe thing to me. They are asking me to purchase more when I am already having an issue with one thing that I purchased.

Please assist me with this request.

I am attaching the emails that I sent the brand and a few email conversations with flipkart. I wont be attaching the bill as it has my address but Flipkart has the information already. Just to be clear I purchased on Sep 2022 and it has warranty till Sep 2025. Brand till Sep 2024 and Jeeves from Sep 2024 to Sep 2025.

I cant upload the image of the defective product as the defect is inside the machine but the technician has already passed on the information to them. I tried attaching more that one image but it doesnt seem to be possible below.

Image Uploaded by Kashyap Menon: