Amazon India — wrong high value product supplied against an order

I have placed an order with amazon on october 29, 2017 for a 32"samsung tv. (Order[protected] samsung 80 cm (32 inches) 32m5100 basic smart full hd led tv at a cost of ₹ 25, 539.78. I paid the same in full through my credit card. I received a confirmation as below

Amazon.in
Order confirmation
Order #[protected]
Hello chandru s g,
Thank you for shopping with us.
We'd like to let you know that electronics gallery has received your order, and is preparing it for shipment.

Arriving:friday, november 3 - wednesday, november 8

Your shipping speed: standard delivery

Your orders
Your order will be sent to:
Meera chandru
New # 2, 3rd street
Parameswari nagar, adyar
Chennai, tn 600020
India

Order details
Order #[protected]
Placed on sunday, october 29, 2017 samsung 80 cm (32 inches) 32m5100 basic smart full hd led tv electronics
Sold by electronics gallery
Rs.25, 455.00
Item subtotal: rs.25, 455.00
Shipping & handling: rs. 84.78
Order total: rs.25, 539.78

I received another mail from amazon informing me about the installation as below

Hello,

We are writing to you about your amazon.in order #[protected] for tv.

To get your product installed, i recommend you contact the brand samsung at their toll free number[protected] /[protected]. They will help get your product installed as per your convenience.

You’ll need to provide the product number, phone number and address where the product needs to be installed.

In case you aren’t getting help from the manufacturer, please reach out to us directly at[protected].

Thanks for choosing amazon.

As soon as i received the product i called samsung the purported manufacturer and they sent an installation engineer on the 4th. He opened the carton and checked the rear for the original label to confirm the serial number with his installation request form and found that it had a duplicate label for a 22" tv and he found also that the carton called it series 6 instead of series 5 model i had ordered. He refused to install the system and when asked he said it is not their product and he will not install it and also that samsung will not be responsible for the one year warranty promised in the amazon web site.

I had immediately sent complaint to amazon which was acknowledged by them as under

Hello,

This e-mail is being sent to you by amazon.in to confirm that a return authorization has been requested for the item (S) listed below. No additional action is required from you at this time.

Order id:[protected]
Item: samsung 80 cm (32 inches) 32m5100 basic smart full hd led tv
Qty: 1
Return reason: different from what was ordered
Customer comments: samsung engineer came for installation. He found that the label at the rear is model 22f5100 and therefore he refused to instal because his job sheet and the label was different

Request received: november 04, 2017

Sincerely,

Amazon services

Then amazon sent a confirmation that the tv has been installed successfully while it is untrue

Hello,

We are writing to you about your amazon.in order #[protected].

We would like to confirm if your product was successfully installed. If you need any further assistance, please call us at[protected]

Thanks for choosing amazon.

Then after complaining again they said we should send the photographs explaining our complaint and i did so at 11.44 am

Hello from amazon.in

We are contacting you in regards to your a-to-z guarantee claim for order[protected].

The seller of this order has requested for the pictures of the item showing the difference to provide a resolution.

Within the next three business days please provide images of the item received to your seller. You can send the proof as an attachment to the seller by emailing [protected]@marketplace. Amazon.in and cc: [protected]@amazon.in. Please make sure to insert your amazon.in order number in the subject line.

If this information is not received within three business days, your claim may be closed.

Thank you for choosing amazon.in.

Account specialist
A-to-z guarantee program

To my utter surprise within minutes i received the following mail from amazon

Hello,

We have closed this claim because the a-to-z guarantee does not cover the problem that you reported.

The seller does not have to accept a return because the item has been opened. Although we understand your position, our a-to-z guarantee does not supplement or replace a seller’s return policy.

To learn more about coverage, visit the a-to-z guarantee help page (www.amazon.in/help/atoz). to learn more about our return policies, visit our return policy help page (www.amazon.in/gp/help/customer/display.html?nodeId=[protected].

— order number:[protected]
— claim date: 7 november 2017

Sincerely,

Account specialist
A-to-z guarantee program

I am now stuck with a high cost product that the purported manufacturer is refusing to accept as their product and refusing installation and warranty,

The company that sold the product through amazon is not responding and

Amazon which sold it through their e-commerce market place and received the full value into their account refusing to honour their commitment or make the seller take back the equipment and pay my money back

I am now feeling helpless