Amazon India — [protected] Purchase of New Samsung S20 Ultra - Warranty Activated Before Purchase of Phone

Dear Sirs,

I am an Amazon Prime member for the past several years and have been enjoying the support of your excellent services . So is the case with my whole family.

I had recently (on 2nd September 2021) placed an order through my Amazon Prime Membership for a Samsung Ultra S20 mobile for my father (U K Panicker) as per the bill attached from Amazon India. As usual, promptly the item was delivered by Amazon on 8th September 2021.

When I attempted to take Comprehensive insurance cover and extended warranty for two years, I was not able to do it online as the screen test in front of a mirror was not getting executed. Upon contacting Customer Care of Amazon and Samsung, I was advised to take the mobile to an authorized Samsung dealership and accordingly I approached the nearest dealer and they also advised that this mobile was not eligible for Comprehensive cover or extended warranty as the warranty has already been activated on 28th August 2021, a date much earlier than my purchase date and payment.

Again I reported this matter to the Customer Service of Amazon and I was advised that an Amazon deputed Service Technician will visit my house (as per billing address) on 14th September 2021 and check the mobile. Technician did not call or turn up and upon contacting your Customer Service, I was advised that no technicians are available therefore I should take the mobile to an Authorised Samsung Service Center to get a Report.

Accordingly on 14th September 2021 the phone was inspected by Samsung Authorised Service Centre and the report was submitted to Amazon, a copy of which is enclosed herewith for ready reference. At this time, the date for RETURN OR REPLACEMENT date on Amazon site was 15th September 2021 and whenever I attempted to opt for this service, the system was not allowing any of these features. I was only getting a message that a CS Representative will get in touch with me !! Nothing of that sort happened. Since then the RETURN OR REPLACEMENT date was extended to 20th September 2021 and I was promised that a Senior Escalation Team member will get in touch with me before close of the date which is today. As of the time of writing this communication Indian Time 9.30 pm 20th Sept 2021, no one called or advised me of the resolution plan. I don’t know what will happen after today as the deadline for return/refund expires today and all at Indian offices of Amazon are silent.

This attitude on the part of Amazon India staff, not only takes the confidence away from a valuable Prime customer like me, but also puts the reputation of Amazon and Samsung Mobile in this case, at stake, in particular in India. Samsung Mobile are not ready to take any responsibility for this unethical business practice being followed by one of your Suppliers like Eastern Logica Infoway Limited, West Bengal, India and have advised me to deal with Amazon who sold this item to me.

Your will see from the enclosed screen shots (file names warranty & warranty 1) how Eastern Logica Infoways Limited, your Vendor and also an authorized Samsung Dealer, was able to manipulate the screen to hide their wrong doings, within 20 minutes of reporting the unethical business practice to Amazon India CS.

I would request that the concerned Senior Management Team of Amazon intervenes in this matter as this has been going on for nearly two weeks and resolves my genuine case amicably without any further delay. Due to the Brand Reputation of Amazon and my confidence built over the years in their service, I have paid a huge sum to Amazon India for this branded phone of Samsung and their reputation is also at stake due to no fault of Amazon or Samsung, but purely due to Eastern Logica Infoway Ltd.

I would have expected, Amazon to take responsibility for this unfortunate incident and protected the interest of a genuine customer like me who has produced concrete proof for the claim being raised and take timely action against such vendors who spoiled your reputation. Needless to say customers are your strong pillars holding your empire!

I look forward to hearing from you favourably with a solution to this issue. Me and my old age Dad suffered enough mental stress due to this incident and our hard earned money is being locked with Amazon India and I am holding the mobile which you have not taken back or replaced till now.

Kind Regards

Srikumar K Panicker/UK Panicker

Mobile [protected]/[protected]