Shopping. Indiatimes.com — Faulty product and mental harshment by the customer care for replacement.

Address:

Karnataka

Hi,

I have ordered a mobile phone from shopping.indiatimes.com after seeing the advertisment of it in Time of India newspaper. I paid online. But the product which I got was faulty. After lot of conversation finally they agree for replacement and asked me to give my product to their courier vendor. I submitted my product as per their instruction but after that I didn't heard from them. Each time I have to call them and check about the status. I did a good thing by sending mails to them.

Indiatimes has tortured me to the core and have not gave me the replacement. Even their operation head was not able to resolve the issue.

It all started in September 2011 and still no action have been taken by them. For proof this the conversation between us via mail.

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RE: Reverse pick up Order Number:[protected], Sub Order Number:4041059 (Courier Shipment number: [protected]) **DISAPPOINTED**

To : [protected]@indiatimes.co.in

Fri, 02 Dec, 2011 04:06 PM

Dear Mr. Amit,
I am still waiting? Please let me know the current status?

Eagerly waiting for the resolution.

Sincerely,
Abhishek
----- Original Message -----
From: operationhead
To: A S
Cc: ivrescalations
Sent: Tue, 20 Dec 2011 15:07:39 +0530 (IST)
Subject: RE: Reverse pick up Order Number:[protected], Sub Order Number:4041059 (Courier Shipment number: [protected]) **HIGHLY DISAPPOINTED**


Dear Mr. Abhishek,

I acknowledge receipt of your email and assure you that we will make every possible effort to resolve the given complaint on priority. We will get back to you with

the resolution status within next 24-48 hrs. As a next step for resolution we are asking the concerned team to accept the shipment so that further resolution can be processed. Please feel free to write to me in case you want any additional assistance in this
regard.

--

Warm Regards,

Amit Sharma.


Hi,

I have been waiting for my replaced product since more than two months now. There has been no action taken on my complaint. I have done what ever possible has been told to me for replacing my faulty mobile. I have attached my previous conversation in the mail.

I want a new replaced blackberry mobile as soon as possible.

Kindly expedite. Looking forward for your response and timely action.

Sincerely,
Abhishek Saksena
----- Forwarded Message -----
From: Indiatimes Shopping
To: A S
Sent: Sun, 27 Nov 2011 15:15:05 +0530 (IST)
Subject: RE: Reverse pick up Order Number:[protected], Sub Order Number:4041059 (Courier Shipment number: [protected])

Dear Mr. Saksena,

We thank you for contacting Indiatimes Shopping.

We apologize for the delay in responding to you.

With reference to your mail dated - 25.11.11 for order number[protected], we would like to inform you that we are having a regular follow up with merchant regarding your complaint, as we need confirmation from merchant and concerned department regarding the stage of
investigation. We request you to allow 02 to 03 working days for the further updation.

We regret the inconvenience caused to you in this Regards and sincerely apologize for the same.

We thank you for your time and patience. We value you as our customer and your satisfaction is of most important to us.

For convenience please do not delete the interactions while replying.

With Regards

Laxmi - Customer Service

Indiatimes Shopping


From: A S [[protected]@indiatimes.com]

Sent: Friday, November 25, 2011 2:59 PM

To: Indiatimes Shopping

Subject: RE: Reverse pick up Order Number:[protected], Sub Order Number:4041059 (Courier Shipment number: [protected])



Hi,

I am still waiting for my mobile replacement????

please do it at earliest as it has been a really long time.

Sincerely,
Abhishek

----- Original Message -----

From: Indiatimes Shopping

To: A S

Sent: Fri, 11 Nov 2011 12:38:00 +0530 (IST)

Subject: RE: Reverse pick up Order Number:[protected], Sub Order Number:4041059 (Courier Shipment number: [protected])


Dear Mr. Saksena,

We thank you for contacting Indiatimes Shopping.

With reference to your mail dated - 10.11.11 for order number[protected], we would like to inform you that we have forwarded your issue to our concerned department. So, we request you to kindly wait for 03 working days for further updation

regarding the same.

We regret the inconvenience caused to you in this regard and sincerely apologize for the same.

We thank you for your time and patience. We value you as our customer and your satisfaction is of most important to us.

For convenience please do not delete the interactions while replying.


With Regard

Puneet - Customer Service

Indiatimes Shopping


From: A S [[protected]@indiatimes.com]

Sent: Thursday, November 10, 2011 3:12 PM

To: customerservice

Subject: RE: Reverse pick up Order Number:[protected], Sub Order Number:4041059 (Courier Shipment number: [protected])

Hi,

I have contacted the courier person, which by the way shall be done by you. Still after contacting they have informed me that Indiatimes has refused to collect the package from them. Now you do the needful and get it collected so that I could get a replacement
of my blackberry.

Sincerely,

Abhishek

----- Original Message -----

From: customerservice

To: A S

Sent: Thu, 10 Nov 2011 11:44:19 +0530 (IST)

Subject: RE: Reverse pick up Order Number:[protected], Sub Order Number:4041059 (Courier Shipment number: [protected])

Dear Customer,


We thank you for contacting Indiatimes Shopping.

With reference to your mail dated 09.11.11 for order number[protected], we would like to inform you that the product which, is send by you to us, could not be deliver to us. So, we would like to request you kindly coordinate with the courier company for the delivery
of the send item.


Further, we would like to inform you that we are forwarding this concern to our concerned department and we will get back to you in this regard within 02 working days. So, kindly wait for the same.

We regret the inconvenience caused to you in this regard and sincerely apologize for the same.

We thank you for your time and patience. We value you as our customer and your satisfaction is of most important to us.

For convenience please do not delete the interactions while replying.

With Regard

Yagya - Customer Service

Indiatimes Shopping

From: A S [[protected]@indiatimes.com]

Sent: Wednesday, November 09, 2011 3:34 PM

To: customerservice

Subject: RE: Reverse pick up Order Number:[protected], Sub Order Number:4041059 (Courier Shipment number: [protected])


Hi,

I haven't received any updated from Indiatimes regarding new product in place of the one I have submitted back.

Kindly provide updates.

Sincerely,

Abhishek

----- Original Message -----

From: customerservice

To: A S

Sent: Fri, 14 Oct 2011 15:10:36 +0530 (IST)

Subject: RE: Reverse pick up Order Number:[protected], Sub Order Number:4041059 (Courier Shipment number: [protected])

Dear Customer,

We thank you for contacting Indiatimes Shopping.

We apologize for the delay in responding to you.

With reference to your mail dated - 12.10.11 for order number -

[protected], we would like to inform you that we are having a regular follow up with merchant regarding your replacement complaint, as we need confirmation from merchant and concerned department regarding the stage of investigation. We request you to allow 08 working days to resolve the issue.

We regret for the inconvenience caused to you in this regard and sincerely apologize for the same.

We thank you for your time and patience. We value you as our customer and your satisfaction is of most important to us.

For convenience please do not delete the interactions while replying.

With Regards

Sanjeev - Customer Service

Indiatimes Shopping

From: A S [[protected]@indiatimes.com]

Sent: Wednesday, October 12, 2011 4:13 PM

To: icare

Cc: customerservice

Subject: Re: Reverse pick up Order Number:[protected], Sub Order Number:4041059 (Courier Shipment number: [protected])


Hi,

I have submitted the mobile set to the courier company and the courier shipment number is : [protected].

Kindly arrange for sending of new Blackberry set and let me know if I need to do anything else.

Looking forward for your reply.

Sincerely,

Abhishek Saksena


----- Original Message -----


From: icare

To: [protected]@indiatimes.com

Sent: Mon, 26 Sep 2011 15:40:09 +0530 (IST)

Subject: Reverse pick up Order Number:[protected], Sub Order Number:4041059

Dear Customer,

We thank you for contacting Indiatimes Shopping.

With reference to our conversation dated 26.09.11, we would like to inform you that we are arranging a reverse pickup of your product to get it replace.

Please follow the below mentioned steps for reverse pickup.

Steps for replacement:

Step1: Defective/Wrong Product should be packed properly with thermocol. Mention your complaint in the format attached, take its Printout and place it inside the package.

Kindly fill up the following label, take its Printout and place it on the parcel.

Order Number

[protected]

Sub Order Number

4041059

List of Parcel Contents

Value of Product


Customer Address

Customer Contact Number

Note:- Kindly mention the below mentioned address & details on the package where product needs to be send.


Merchant Name:


Vaishnavi Trading Co.

Merchant Address:

1st floor, bokadia mansion, corner of princes street junction. Mumbai-400002
st floor, bokadia
mansion, corner of princes street junction. Mumbai-400002

I[censored]ndelivered, kindly deliver the product to Times Internet Limited, C/O Times of India Building Top Floor, 10 Darya Ganj, New Delhi- 110002.

Step 2: You need to contact to Aramex Courier with below mention details:-

Account Code: 50612330

Call Centre Number: North –[protected]

West –[protected]

South –[protected]

East –[protected]

The timing for the call centre on weekdays is from 9.30 AM – 8.30 PM and on Saturdays it would be from 09.30 AM – 05.00 PM.

Step 3: The Aramex Courier will visit your address and pickup the product from your doorstep, afterwards they will give you a ten digit invoice number known as AWB Number at the time of Picking of the product.

Kindly Call up the customer care on the below mentioned numbers and provide the AWB Number .
[protected] or [protected]

We thank you for your time and patience. We value you as our customer and your satisfaction is of most important to us.

For convenience please do not delete the interactions while replying.

Important Note:- Order & complaint details is required for resolution of your complaint against defective/wrong/features not matching product. Please ensure that the product should be packed properly.

Important Note :- Please find the attatchment (i.e. 2 letters )

With Regards

Nishant Mudgil
Customer Service

Indiatimes Shopping

[protected]

[protected]

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