Fashion And You - Blackberry Mobile Handset — Your order no.258090 has been dispatched [Case:39051]

Address:

Maharashtra

Dear Team,

My problem started the day I placed my first order through Fashion & You for a Blackberry Handest.

After several follow up with Fashion & You and the courier I received the handset on 15-March -2011. Given below are the deficiencies communicated to them vide email dtd 17-March-2011 and the subsequent sequence of events

Deficiencies/Defects noticed at this point
1.No warranty card available with the device as was promised on the site at the time the sale.
2.Manufacturer's warranty seals broken/not available (which essentially means that the product does not have any warranty)
3.The fact that Verizon is mentioned at the Back panel and on the desktop page means that it is a CDMA phone bundled out by Verizon to its customers in the country wherein it provides mobile services and the same has been unlocked before it is offered by Fashion and You to the customers who purchase it online. I know that this unlocking of phone is illegal.

After charging the battery and updating my contacts list when I tried to make calls, to my horror, the recipient of the call was unable to hear me, although I was able to hear them.
Similarly when I received a call, the caller was unable to hear me, although I was able to hear them.
Thus the basic utility of the mobile device (i.e. two way communication) is not met due to the defect in the product sold to me.

As an aggrieved customer, I called up your Customer Support #[protected] on March 16, 2011 @ 11:03 am and spoke to your officer Mr. Sahil. He was patient enough to hear me out and empathised with my situation.

I very humbly informed him that I am seeking a quick and permanent resolution to my situation and was interested on a replacement of the defective handset offered to me with a working handset, instead of a refund. Mr. Sahil, checked with the OPC (Order Processing Centre, as informed to me by Mr. Sahil) if there was another stock available of the said product. He informed me that there was no other stock available of the same product and the Company does not hold any stock and hence unable to offer exchange/replacement.

He then went to explain that he will have the defective consignment picked up from my address and process the refund for the entire amount of Rs.10,900 and the same would be refunded by a cheque/draft issue on the name Sumeet Ka (as was earlier mentioned on the website by me) I explained that my surname is Khanna and not Ka. He informed that he has taken note of the same and updated the system with the message to the OPC that the refund to be issued favoring SUMEET KHANNA. I have now updated my name as Sumeet Khanna on my website. He has also advised me to write a note and keep it in the return consignment.

Basis the confirmation from Mr. Sahil,

1.He has arranged a return pick up of the defective product offered to me and the courier shall pick up the same within 02-03 days. The packet should be properly sealed with all the items accompanying the handset as listed above in my mail and handed over to the courier arranged by Fashion & You for this purpose.

2.The courier will hand me a Return Airway Bill number as an acknowledgement of having received the defective/ fault consignment from me for delivery/return to Fashion and You

3.Since it would take maximum 07 working days for the defective consignment to reach the OPC, the refund will be processed post the receipt of the product by OPC. Hence effectively the refund would be processed with 14 days maximum from the date of the defective consignment from me, by the courier arranged by Fashion & You.

While closing the conversation which lasted for 25 minutes and 34 seconds, Mr. Sahil was kind enough to re-confirm that the following key points have been noted & updated on your system for future reference.

1.The defect in the product, i.e.external party cannot hear my voice, no warranty card available and warranty seals broken/not available

2.Refund to be issued favoring SUMEET KHANNA and not Sumeet Ka

Overall, it has been a very disheartening experience with Fashion & You, so far and I am apprehensive about placing further orders with you.

Would appreciate if the return pick up of the defective consignment and the refund can be processed atleast as per what has been communicated by Mr. Sahil (and also as mentioned on your website), to salvage the situation.

After several follow ups the defective product was picked up on 28-March-2011

On 09-April-2011, I was informed that the refund has been processed and the amount of Rs10,900/- has been despatched on 06-April-2011.

Since I did not received any refund even after 14 days, I wrote a mail on 19-April-2011, which they now refuse to reply to.

I am sure Mr. Harish Bahl, Pearl Uppal are not aware of this handling of customers by their staff, which is jeoparding the goodwill built my them over a period of time.

Request your assistance in obtaining the refund, the chq for which the Fashion & you team claims to have been despatched on 06-April-2011email dtd 09-April-2011 from [protected]@fashionandyou.com to the email ID [protected]@yahoo.co.in)

Regards
Sumeet