Amazon India — product not delivered, for exchange

Address:

Hyderabad, Andhra Pradesh

Dear team,
Ware amazon users from long time.
Because of diwali sentiment we placed the order online with amazon and turned to be very bad experience.

Booked the laptop from amazon with order number order #[protected] under the laptop exchange option. I was supposed to receive the laptop today i, e 26.10.19. As a normal idiot customer just followed the exchange options by selection the laptop brand, processor and operating system and gone through the link how exchange works. My laptop is in working conditions and in the faq they stressed on screen of the laptop. there is no stress of other components or battery of the laptop.in the exchange there is no ware mentioned about the ware and tare of battery. The person came fro the delivery and pick up of the old laptop out right rejected and went away and told to call amazon. The supervisors are not listening, not supporting, they are are feeling that they are the only authority, they don't have any supervisor above them. Your sla time is 24 hours, no one to take the ownership of the call or customer issue. Is amazon working without any escalation process. Was planning to use the laptop for diwali. Felt like amazon is much worse then govt company. my card has been charged without the product and need to wait for 7 days ad per the rbi rules. But the delivery guy cannot wait for 10 mts to sout out the things. Is there any one in or grievance cell to handle the customer.

No l2 supervisor has no rights of escalation process, as they feel that they are the only people for amazon to understand the customer grievance. How many web pages do we need to go through to place the order. Why the key components of the exchange not highlighted in the first page of the order process. Why customer has to suffer with your hidden processes. We wanted the laptop for diwali as part of the celebrations. With your hidden terms and conditions and the last minute verification process made the amazon experience worse. Amazon being a global company and ecommerce giant, is there no mechanism for the quick customer satisfactory response or process.
Based on the priority there should be different levels of the support process to keep the customer support. Even small companies will do for their customers.

Is there a way to highlight the loop poles of amazon to the top team. At least other customers will not suffer.

Thank you,
With regards, omprakash