Amazon India — order laptop- never delivered

Address:	560102
Website:	www.amazon.in

BELOW IS WHOLE HISTORY OF HOW THEY HANDLED THE MATTER :

Amazon
Your Account Amazon.in
Message From Customer Service
Hello Thinles,

I'm sorry to hear that still you have not received the order #[protected] for the product Acer Nitro AN515-51 15.6 Inches Notebook (Intel Core i7-7700HQ/16GB RAM/1TB HDD with 128 GB SSD/NVIDIA GeForce GTX 1050Ti with 4GB Dedicated GDDR5/Win.

In this case I don't want to make you wait to help you better manner I've straight away escalated the issue to our concern courier department and they replied stating "The orders had been returned due to some external issue happened at the time of transit and please note that the issue would have been happened because severe damage at the time of transit"

Since the product are damaged our courier returned the product to our center because they won't deliver the damage product and disappoint loyal customers like you.

I don't want to provide any wrong information and appoint you any more and that is the reason I have explained you complete issue happened.

To compensate the inconvenience I request you to place new order for the same product and write back with the order number so that we will special care on your orders and make sure that product gets delivered to you with out any further delays or issues.

As an compensation we will offer shipping charges refund incurred to your amazon pay balance as gift card.

I can also confirm that refund had been already issued to your original payment method,

And you will receive an confirmation email regarding the refund status.

I request you to give us an chance so that we will make sure that we serve better for you.

I realize that at this point of time asking you to contact us again would be disappointing, but in a situation like this, it is very important for us that we provide you with accurate and expedient resolution and in my experience, this is the best way to be certain that your issue is resolved more appropriately.

I hope this helps.

If you've any further concerns I request to write back so that we will do right things for you.

We look forward to see you again.

We appreciate your feedback. Please use the buttons below to vote about your experience today

Warmest regards,
Karthikeyan R
Amazon.in
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Original Message
Returning to seller
At 10AM today
Undeliverable
Unfortunately, your package was damaged.
If you have already paid, refund will be initiated shortly. We are sorry
for the inconvenience.
See details

On Tue, 12 Jun 2018, 14:14 Amazon.in, wrote:

[image: Amazon]

Your Account

Amazon.in

Message From Customer Service
Hello Thinles,

I am writing to assist you with your order #[protected], Acer
Nitro AN515-51 15.6 Inches Notebook (Intel Core i7-7700HQ/16GB RAM/1TB HDD
with 128 GB SSD/NVIDIA GeForce GTX 1050Ti with 4GB Dedicated GDDR5/Win.

From your mail, I could realize that you have not received the product.
Please accept my sincere apologies for the inconvenience you have faced
with the product.

I have immediately escalated this case to our internal courier team and
shared your address and mobile number (814174****) and instructed them to
deliver the product to the earliest on high priority, hence the product
will get delivered to you maximum by June 13, 2018.

Please be rest assured that the product will get delivered to you within
the above mentioned time or rather to the earliest and you will not face
the same delivery issue on your future orders as we do not want to
disappoint you as you are a loyal customer to us since November 25, 2010.

I hope you will understand my limitation in these regards and you provide
me a last opportunity to fulfill whatever I have stated in the E-mail to
gain your trust once again.

Your little patience and understanding will be highly appreciated in this
matter.

We really value your business with us and would never want to lose a
customer like you.

Thank you for being an amazingly understanding and cooperative customer
with us.Hope you'll extend your support and continue to shop with us.

We appreciate your feedback. Please use the buttons below to vote about
your experience today

Warmest regards,
Rahul
*Amazon.in*

*Did I solve your problem?*
Yes

No

To contact us about an unrelated issue, please visit the Help section of
our website: http://www.amazon.in/help

Your feedback is helping us build Earth's Most Customer-Centric Company.

Download Amazon App and shop anytime, anywhere www.amazon.in/apps
*Original Message*
[protected]
06/12/18 12:37:46
Your name:thinles
Order No:[protected]
Selected Order Items:
Acer Nitro AN515-51 15.6 Inches Notebook (Intel Core i7-7700HQ/16GB
RAM/1TB HDD with 128 GB SSD/NVIDIA GeForce GTX 1050Ti with 4GB Dedicated
GDDR5/Windows 10), Black
Comments:e: Hi
You are now connected to Vivek from Amazon.in
Vivek: Hello, my name is Vivek. I'll certainly try to help regarding your
concern.
Me: Can you tell me the status of my Laptop order? still not received
Vivek: I understand your issue that you want to know about your order
status.
Please do not worry and I am here to help you in the best possible way.
Me: i have already made the payment, i had written a delivery review on
the seller product, but it has been erased and amazon has written that "
ORDER HAS BENN FULFILLED" what is this nonsense ?????
Vivek: Just for the confirmation you are referring to
Acer Nitro AN515-51 15.6 Inches Notebook (Intel Core i7-7700HQ/16GB
RAM/1TB HDD with 128 GB SSD/NVIDIA GeForce GTX 1050Ti with 4GB Dedicated
GDDR5/Win
Me: YES THE ABOVE ORDER !!!my firts EMI on the product is already
getting debited ...and i still did not receive the product ! THe seller is
cheatinmg or you guys are cheating ! i need a quick resolution noww...
THIS IS BANK MAIL TO ME TODAY :Dear MR. THINLES CHOSDUP,
We value your relationship with ICICI Bank.
We would like to inform you that as per your request, the purchase made on
your ICICI Bank Credit Card XX1007 for INR 80, 480.00 on June 11, 2018 has
been converted to EMI.
Please find attached the Amortisation/Repayment schedule that details the
interest and principal components of your EMI.
In case you wish to cancel the EMI facility, you can call us within 15
days from the date of conversion of transaction. After 15 days the EMI
facility can be cancelled, however, Pre-Payment charges will be applicable
and the processing fee will not be reversed.
For any clarification or more information, you may write to us at
customer.[protected]@icicibank.com from your registered e-mail ID or call our
Customer Care.
Vivek: I am really sorry for any inconvenience caused here. And I will not
let you down here in this regard.
I am escalating the matter and cancelling this order and creating a free
replacement for this order right now for you rather than to wait for this
order.
Me: JUST CLEAR ME WITH THE SHIPMENT TODAY ! Contact the seller or the
courier i dont know howw...but i need a solution, provide me seller contact
number i will contact personally...this is plain CHEATING on seller side
and AMAZON SIDE...
Yes but yesterday i already chatted with a customer care person she said
the same thing escalated !!! escaleted wwhere???? why dont you guys
contact the seller deirectly and askkkkkkk ??????????
HOW CAN YOU CANCEL NOW??? The bank has already paid the seller for the
product, why the seller is not deliveruing ??????????? STRANGE !!
Vivek: I can understand your disappointment in this regard and hence for
fastest resolution I am asking for replacement on this considering the item
lost in transit.
Me: YES BUT HOW AMAZON HAS NO CLUE ON THE ORDER ?? WHAT WAS THE ISSUE
HERE???? WHY THINGS ARE NOR CLEAR???
Vivek: We will investigate on it with the logistic team for the same but
we do not want you to wait longer for this investigation report hence I
have asked for replacement on this.
Shall I proceed to create a replacement on this order right noqw?
now**
Me: HOW SOON CAN YOU DELIVER THE ORDER ????? TODAY????????????? am
frustrated just waiting now?????
Vivek: It can be checked once the replacement created by the system.
Me: You guys NEED TO MAKE SURE YOU DO TODAY ONLY DELIVERY !!!
Only case i would be fine, else what penalty does amazon pays for ...
delayed delivery or the seller, what aboiut all the inconvenience caused,
time lost, ????????
Vivek: I am sorry sir as I do not want to set any wrong expectations to
you on this that replacement can be delivered on today but we can assured
you for fastest deliver of your replacement order.
If you give me the permission I will go ahead to create a free replacement
on this.
Me: So when is the delivery showing ?? if you created the item delivery???
this item was on NEXT DAY DELIVERY OPTION ! and also you nneed to make sure
you deliver the product ASAP... after all this delayed and inconvenience
!!! And TAKE THIS SELLER OFF MARKET !!! ITS YOUR RESPONSIBILITY
Vivek: I am sorry sir but as I have checked the details and you have to
place a new order for the same as there is no replacement option available
on exchange orders.
Me: how will i PLACE NEW ORDER !!! I HAVE ALREADY PAID FOR THE PRODUCT!
Vivek: And we can issue your full refund for this order now.
Me: I just sent you the bank statement !!! they have already
Vivek: Yes your refund will be credited for same.
Once we will issue your refund from here on this order.
I am waiting for your response Sir.
Me: We would like to inform you that as per your request, the purchase
made on your ICICI Bank Credit Card XX1007 for INR 80, 480.00 on June 11,
2018 has been converted to EMI.
BANK HAS ALREADY PAID THE SELLER !!!
EVEN IF YOU REFUND //... THERE WOULD BE CHARGES BANK WILL lay on me !!!
Vivek: I can understand your issue Sir.
Me: READ BELOW FROM BANK: In case you wish to cancel the EMI facility, you
can call us within 15 days from the date of conversion of transaction.
After 15 days the EMI facility can be cancelled, however, Pre-Payment
charges will be applicable and the processing fee will not be reversed.
Vivek: Let me check with my resources on this for you.
Me: I dont want to move this issue to consumer court !!
Vivek: Please be assured for that and we will not let you down here.
Me: ???????? WHAT IS THE RESOLUTION
Vivek: As it has been mentioned that there will be EMI cancellation
charges with processing fees.
Me: JUST provide me SELLER contacts i wiill deal personally !! WHY ON
EARTH HE DID NOT DELIVER THE PRODUCT ???
Vivek: So please let me know how much is the total charges levied on this
by the bank.
If you want you can contact the seller on [protected]
Me: AND WHY DONT YOU CANTACT THEM AND ASK THE PROBLEM????
AND SOLVE IT...
Vivek: As this is Amazon fulfilled orders so we do not have an option to
contact the seller as it has been already shipped via ATS courier and there
is an issue with the logistic team.
If you can give me 24-48 hours I would take the responsibility for the
same order and try my best to get it delivered to you.
Your patience and cooperation will be highly appreciated in this regard.
I know that it is not right to ask you to wait for the same again but just
give me a chance to get it resolved for you and I will convince you with my
work on this.
Me: JUST GET ME THE LAPTOP FROM THE SELLER AT ANY COST ... I DONT CARE !
I already paid ... so What is the PRIOBLEM WITH LOGIDTICS?? NOW ITS
AMAZON RESPONSIBILITY TO FULFILL THE ORDER!!! I ALREADY CALLED ON SATURDAY
AND AMAZON HAS ALREADY TAKEN THEIER 24 HOURS - 48 HOURS ...STILL NO
SOLITUION !!!
Vivek: I can understand your point and noted it sir.
Me: WHEN THE DELIVERY IS NOT FULLFILLED HOW CAN AMAZON WRITE ITS
DELIVERED????? THATS PLAIN FRAUDULENT ...!!! I CAN JUST SUE...
taking this isuue. its plain LYING from AMAZON
Vivek: Please be assured I am doing all the needful for this to get it
delivered to you.
Delivery Preferences Updated Successfully
Me: what is d´-ʼˇ´®¥, ®´ƒ´®´˜¸´??
Vivek: I have forwarded the same to my superior as well so that it would
be treated on priority basis.
I am following up on this order personally so please give me a chance to
get this issue resolved and your order delivered.
I make you sure that i will be able to change your experience with us.
We are here to make things easier for you because customer satisfaction is
something that we take very seriously and would never compromise under any
circumstances.
Also an action will be surely taken against the logistic team for this
delay without notice to you.
I am waiting for your response Sir
I don't mean to rush you, but we've been idle for 1 minute. I want to make
sure our chat's still connected. If you aren't able to respond in 1 minute,
this chat will close.
I hope we are still connected? Out chat has been idle for 2 minutes now.
If I don’t receive a response by another 1 minute, I’ll be forced to close
the chat.
Your chat session has been idle for 3 minutes; so, I'm closing the chat. I
hope I was of help to you. Feel free to get in touch with us again if you
have any more concerns.
Vivek from Amazon.in has left the conversation.
[protected]





Thinles Chosdup
8:14 PM (0 minutes ago)
to cs-reply+A3T47.
Why in the first place " THEY DID NOT REFUND & CANCELLED WHEN TH E PRODUCT WAS DAMAGED?????

What about all the emotional & time waste i have done on this shipment !

Where is Amazon responsible ??? My bank transactions are all stuck, Amazon has initiated REFUND BUT MY BANK has blocked the amount for the next bill cycle, i cant even re place a new order unless this whole REFUND MESS is sorted out with BANK.

Who will be responsible for all this, You guys should be providing a FREE PRODUCT FOR ALL THIS INCONVENIENCE CAUSED, WHAT IS AMAZON GOnNA DO!

I AM SIMPLY NOT SATISFIED WITH THE WAY THINGS ARE HANDLED HERE !

THERE HAS TO BE SOME SORT OF SETTLEMENT, PENALTY, AGREEMENT either To ME or AMAZON !

FROM:

THINLES