I am writing to file a formal complaint against Amazon regarding a recent purchase of a Samsung phone, which has been plagued by persistent heating and hanging issues. Despite repeated attempts to resolve the matter with Amazon, I have been met with poor customer service and a refusal to comply with their own refund policy.
On 4th May 2023, I placed an order for a Samsung phone through Amazon. To my disappointment, the phone exhibited severe heating and hanging problems from the moment I received it. In an effort to address the issue, Amazon provided a replacement phone, which unfortunately suffered from the same defects.
According to Amazon's refund policy, I am entitled to a refund by returning the faulty product. However, Amazon representatives have repeatedly made excuses and have refused to initiate the return process, causing undue inconvenience and frustration on my part.
To address the recurring issues with the phone, Amazon arranged for a technician to visit my location on four separate occasions. However, to my dismay, the technician only inquired about the phone's condition over the phone without physically examining it. As a result, the technician inaccurately reported that the phone was functioning properly. This approach raises serious concerns about the integrity of Amazon's assessment process and further exacerbates the problem.
I have made multiple attempts to resolve this matter through direct communication with Amazon, but their responses have been unsatisfactory and have failed to provide a resolution. This has left me with no alternative but to seek the intervention of the Consumer Forum to address this issue and protect my rights as a consumer.
I request the following actions to be taken by the Consumer Forum:
Initiate an investigation into Amazon's failure to comply with their own refund policy and their disregard for consumer rights.
Facilitate the return and refund process for the faulty Samsung phone, ensuring that Amazon adheres to its obligations.
Conduct an impartial evaluation of the phone's condition by an independent expert to validate the heating and hanging issues.
Impose appropriate penalties on Amazon for their negligent customer service and violation of consumer rights.
I have enclosed copies of all relevant documents, including the order details, replacement request, and technician visit reports for your perusal and reference. I kindly request that you consider this matter with urgency, as the continued delay and lack of resolution have caused significant inconvenience and financial loss.
I trust that the Consumer Forum will diligently investigate this complaint and take appropriate action against Amazon for their misconduct and failure to uphold their responsibilities. I am hopeful that your intervention will ensure a fair and just resolution to this matter.
Thank you for your attention to this complaint. I look forward to a prompt response and a favorable resolution.
Yours sincerely,
Shubham Tiwari
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