[Resolved]  Reliance Digital — Cheating using policy !!

Address:

Bangalore, Karnataka

I happened to purchase a Laptop & a Belkin router from Reliance Digital JP Nagar, Bangalore & wanted to exchange the router for a higher model. When I returned to the store the very next day, along with
the bill & the product, I requested for this change & was informed that there would be a 10% they would deduct from the billed amount towards ’return charges’ !. I countered them that this was no where mentioned in the bill or when I was purchasing the product and am not willing to pay this 10%. After a lot of talk with the store guys, I was faced with Mr. Rankesh Raman, the store manager I guess, who was

1. Not very interested in talking / dealing with customers, as he didnt bother even coming down...After waiting for about 20 minutes, I walked up to him on the 1st floor.
2. Talked in an extremely condescending tone.
3. Informed that the policy of 10% was applicable just a week back and "everything cannot be printed on the bill". - I asked him for a copy of the policy, which he was unable to provide.
4. He then moved on to state that the product should be in a ’saleable condition’ and the 10% is collected towards that.
5.He also mentioned that the router cannot be exchanged as it was an IT product. I countered him that the policy listed behind the bill explicitly state that ’Mobile phones & computers cannot be exchanged" and does not cover accesorries. - For this, he claims that it is understood that even accessories would be covered under this policy !!!! - Is this true? Can this ever be true??

After a lot of exchange of words, I guess he realised that I am not willing to pay for the 10% and started scanning the product. He pointed that there was a ink spot near the reset button at the back and challenged me that if I can remove this without a scratch, he will take back the product at the bill value.

I took the product back home, used an alcohol swipe and cleared it without a scratch and returned to the store, in the hope that this is finally over....but I was grossly mistaken. Mr. Rankesh Raman had another trick to cheat me out of my money up his sleeve. Now he wanted the flimsy plastic cover along with the product as he claimed that without the plastic cover (which reliance wrap themselves am sure - this is like a cling wrap !!) the product is not in "’saleable condition".

I lost my patience and expressed that this was out right cheating of customers in a raised voice and he started yelling back saying, "I dont care what you feel. You can say whatever you want. This is our policy and you can do whatever you want."

Even their own staff there were irritated by his behaviour and empathised with me. One of them even mentioned in kannada to take the product & thow it on his face for his arrogance !!

Seeing no point in talking to such a useless manager who doesnt have the basic sense & maturity in dealing with a customer, I asked for the store owners number. They gave me the number to one Mr. Joyce Sunil.

I called him and expressed my dissatisfaction & also the unfriendly way in which I was treated. I explained the situation & also his team’s promise of taking the product back at bill value, which was not honored. Mr. Sunil was graceful enough to listen to my problem and said that he would have to get to work, check the case & will get back to me.

As I explained my case, he had another surprise for me!! According to Mr. Sunil, the charge is not 10% but 20% as a policy...I was shocked to hear this and told him that his team says its 10% charge that was introduced last week and now he says its 20%. I asked him to explain to which he replied that the policy was changed the previous night !!!!!! - Ridiculous !!

I told him to check the details of my case and call me back if he can do something about it...Its been 3 days now and he has not bothered to either call me back and explain their ever changing policy or offer a resolution.

It leads me to believe that as a store, they are adamant not to help a customer and find ways to somehow keep the customer trapped with a product that they have sold, by throwing some "policy" related jargon which is never informed to the customer, either verbally or by print...

Is this a way of making a quick buck by Reliance? 20% of a 3300/- product is over Rs. 600/-....is that how you increase your revenue margin on the products you sell??

Am writing this complaint to serve as a caution for other potential buyers...coz am sure, no one would want to loose money when you are exchanging the product for a better one from the same store within just 24hours !! - I am not sure if my problem will be resolved !!