| Address: | Flat no. 4C, 4th Floor, 368 GT Road(South), Shibpur, Howrah - 711103 (WB) |
On 13/07/2023, we purchased Xiaomi Dolby Vision OLED 55” TV with 1Year MI Extended Warranty on EMI which costed Rs. 83, 147.08/- which was on sale. The product got delivered by 15/07/2023 morning. We did not get to do open box inspection (as mentioned on AMAZON while buying the product) and we were not allowed to open the box until the installation.
The product was installed on 17/07/2023 and they took Rs. 500/- for wall mount. After installation of the TV, we only watched it for 1-2 hours and the TV started glitching. There was a sudden blackout and different colours like red, blue, green distorted lines started appearing on the TV screen and sometimes the screen went completely dark but the audio was still working. After observing for one whole day I took few recordings and photos of the glitch after which I raised a complaint about the issue with Amazon Service. At this point, Amazon policy defined that I was still eligible to get replacement for the defective piece I received. After receiving the complaint the Amazon India Customer Executive called on 18/07/2023 and asked me about my issues with the product and I explained them about the defects I was able to identify in the product in less than 2 hours, they assured me that within 48 hrs the technician will visit at my place to inspect the TV and will submit the report regarding issues and then the replacement process will began. I waited the whole day but nobody showed up. After that on 20/07/2023 (i.e after 48 hours of scheduled technicians time) by evening the same amazon customer executive called and asked me whether any technician visited at my place for inspection of the TV. As i mentioned that no one has visited yet the executive directly started offering me refund. I told him that If i am eligible for replacement as per Amazon’s policy I am not going for refund. Then he said that currently the system is not showing any replacement option you have to take refund or you can wait till next 48 hrs if there is any replacement option it will be done automatically. I said okay, then I will go for that because I don’t want a refund, I will go for Replacement. On 21/07/2023 I have received a mail from Amazon India and a call from Xiaomi Service executive that we are again assigning a technician for inspecting TV and the technician will visit within 24 hrs. On same day by evening I have called Amazon India Customer executive to confirm if the replacement of my TV will be done because on previous day the customer executive ensured me that if i reschedule technicians visit then i will get a replacement, but the email which I received said otherwise. After wasting so much time and effort to call the Amazon executive I decided to go for refund and I called the executive again and this time the executive says that as he has already scheduled a technician’s appointment he cannot see either of the options neither Replacement nor Refund because of which I had to wait for more time for the technician to visit. But unfortunately again the technician not visited. Now, on 22/07/2023 amazon India customer executive called me by 9:45 pm and said sir, There is still no Replacement option you have to take Refund, I said I don’t want to take refund I want only Replacement because after taking refund I will not get the same TV at the same price because the sale already ended. Now, I have no option for taking refund, either you compensate me with same TV brand or compensate with other TV brands. But again and again they refused after which the executive connected me with his superior but the superior also said the same thing he again asked me to wait for 48 hrs, and I refused this time that I don’t want to wait for 48 hrs, I need my Replacement today but they are still not considering my request. When I said I will report this behaviour to the consumer court the executive started misbehaving after which I forcefully had to take the refund.
But this behaviour and ignorance of their policies is certainly unacceptable. First you set policies like exchange, return, and open box inspection and when the customer has already paid and the item is delivered there is no ownership and no service. Amazon being such a reputable brand doing such cheap tricks to loot their customers by ignoring all the policies. Once the customer has received their product and even if it is a defective one they don’t want to take any responsibility its seems like if a customer gets a defective product even though they had a through look at all the policies set by Amazon and the customer trusts them and buy from them then also their work is to start calling the customer care repeatedly to which they wont have any answers to anything and they just keep repeating the same thing again and again. I want to get justice and compensation for this behaviour that wasted my efforts and they kept me waiting for 96 hours i.e., 4 days and finally I am only in loss because:
- I do not have a TV
- I have to buy the same TV at a higher rate (15000) or I have to wait till the prices reduces which we don’t know will happen
- and finally a loss of so much time to just keep waiting for the technicians and keep calling the executive explaining each one of them the kind of issue I am facing.
Kindly Help Us. Thanking You.
**All The Telephonic Voice Calls and Mailing data’s are recorded by Amazon India**
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