Amazon India — horrible customer service (mobile replacement)

Address:	Floor - 5, Vipul Plaza, Suncity, Sector-54, 12202
Website:	amazon.in

Hi,

So i ordered this phone samsung m30 (Order #[protected] and received the same on 2nd oct. This was a gift which i bought for one of my friend on her birthday.

That is when the problem started :
1. The phone was restarting again and again so, i tried entering a replacement request.
2. As per the procedure i was supposed to contact tech team and they were supposed to schedule a technical inspection.
3. I did my part and asked for a quick inspection, and the person told me he can arrange one for 3rd oct. But when he sent me the link there was no slot available for 3rd so i had to choose one on 4th.
4. On 4th when i called the inspection guy, he said he will not be coming and the company will reschedule the inspection date.
5. On 5th the person visited and did the inspection, but even after his go ahead no replacement was raised.
6. I had to call the customer services 4 times in a row just to get the replacement in place.
7. The customer service person that i talked with on 5th gave me an eta of 1 day, but no confirmation was release for me.
8. I called the customer services again on 6th and then the email and replacement order was sent my way.
9. I was told by the person that i talked with on 6th that it will be a hand-to-hand replacement. But, when i contacted the service center again today 8th oct, the person told me that this is not hand-to-hand replacement and i will have to return the product on 10th and after that only they will provide me on an eta on the replacement order.

I know how difficult it is to handle the replacement requests but it cost me a lot. Just imagine if you give someone a birthday gift on 2nd and the same is not working. You are following up again and again and you are getting "a whole new response" every time from the customer care. Every new response was in conflict with the old one.

I need someone to please take action here and get me this issue resolved as soon as possible. Its been really a very bad experience for me.

Also, i would like to know how will the amazon india can improvise on this, just so that it won't ruin someone else's birthday.

Thanks & regards,
Arun kumar