[Resolved]  Flipkart — Exchange was rejected even after meet the terms and condition specified in flipkart

Address:	560076
Website:	Flipkart

Mail dated: arun b e to [protected]@flipkart.com (03-jun-2017 at 13:19)

With regard to the purchase that i had done in flip kart order no. Od[protected]. This is to bring to your notice regarding the status of the order
1. May 30 - received at vk-ekartl
2. May 31 - the delivery call to collect the order - the delivery man refused to collect the old phone however one person told physical damage and he asked us wait till another person come from flipkart but the second person was ok with the physical and the touch however the the screen was shaking so he suggested us to approach customer care.
On the same day immediately around 3 after an hour of discussion with delivery boys called the customer care - didn't receive any mail confirmation regarding the complaint
June 1 - called back again but realized that the complaint was never raised and clearly explained the concern. Received message on the way to deliver.
However received mail that it will be addressed by jun 5, but again received on june 2 that executive will come to deliver and collect the phone. The delivery boy comes again he tells that he has not received any communication from the customer care regarding the request. When called the customer care they ask to wait till june 5 and an arrogant irresponsible reply.
Requesting you to kindly provide clarity that as per the terms and condition provided in the website,

A. The phone when switched on it should be on for 30 sec without charger - my phone was ok.
B. The phone details should match during delivery - it matched.
C. The phone with no physical damage and the touch should work - no physical damage which was ok with the delivery boy and the touch was perfect and no scrach on the screen wit no darkness on the screen but the screen was shaking.

The question is when the company provides terms and condition why is the delivery boy becoming decision maker then why is the terms and condition provided as phone should be on working condition.
When the same was conveyed for the customer care on day one only no complaint raised by the executive.
Again call was done for which complaint raised. If the complaint was done then why was it not informed to delivery team to hold until the clarity received. Again why was the person spend the waste of time of the customer to argue with the delivery boys.
Who is responsible for this miscommunication within your company. It should be clearly told if the item can be exchanged or no. If the same questioned to customer care not providing clarity so that we can cancel the order. As there are many other such online website for such offers. It is so ignorant and negligent about the customer. After all that the packing department calls to esquire for the reason for not delivering the material. Such irresponsible behavior of not identifying the background.

Request you to kindly revert since executives are negligent and irresponsible about the complaint. Please suggest if the exchange can be done or not. As i am not able to install any app with a hope that i will get new phone. But looks like flip kart doesn't want to respond for customer request. This is very upset and patience testing. Mailing you with a hope that the request will be considered.

(03-jun-2017 at 14:45)
Received a call from flip kart customer care, person told product rejected due to display damage.