Amazon India — fake medical health device sold amazon.in order #[protected]

Address:

11 Kaveri Vihar Phase III, Shamsabad Road, Near John Milton School, Agra 282001 UP, Agra, Uttar Pradesh, 282001

I had purchased a medical health device (BiPAP respiratory product ) on 20-Feb-2019 from Amazon India. On the amazon site this product was from manufacturer Respro UK with 3 years of warranty. My father is sleep apnea patient and required this device in order to sleep. This device cost me Rs 45, 849 with taxes.

Once the device was delivered my dad used it twice and found out that is broken and not working as it should. I tried to contact Amazon India to get this device replaced. Amazon customer service provided me with manufacturer email address and asked me get in touch with them to get it replaced, since this device is in 3 years warranty.

Upon contacting the manufacturer (Respro UK), they informed me that this device was not never authorized by them to be sold in India and this is a fake/counterfeit product. I provided this information to Amazon India, and asked them to take the product back and refund Rs45, 849/- that paid for this device.

Now I have been trying to get a refund from Amazon India since more than 2 months, but all they keep saying is they are working on it and need a week time. This one week of time has now become more than 2 months and I am still waiting to hear from them. Everytime I try and get in touch with their customer support department, I am informed that I will get the refund and need to wait a week more. I have even escalated this issue to Amazon India Leadership team and I get the same response. Last week I had a word with one "Priyan" from Amazon India Leadership team, and he too asked me to wait for 3 more days, and as before I never received a response from them after 4 days.

Amazon India is so pathetic, they do not even understand that my father is suffering due to not having this product to sleep. And yet they have been delaying my product. Moreover they sold a counterfeit MEDICAL EQUIPMENT endangering my father's health.

I have provided all the documentation to Amazon India including Invoice, replay from Manufacturer(Respro UK) stating this is a counterfeit product.

Please help me get refund of this product and return this counterfeit product so that I can purchase the equipment that my father needs. The amount involved is huge (Rs45, 849/-), so only once this product is returned and my money refunded, would I be able to purchase the correct equipment.

A company and brand like Amazon India should better understand what customer well being and customer satisfaction is.