I am filing this complaint regarding serious irregularities in Flipkart’s mobile exchange process, resulting in unauthorized use of my device’s IMEI and denial of exchange benefits.
On February 7–8, I placed an order for a Motorola Edge 30 Ultra under an exchange offer. During the inspection, the delivery executive installed the Flipkart testing application, photographed my phone using his personal device, and captured a screenshot of my IMEI number.
The exchange value originally quoted at ₹16, 000 was reduced during inspection after the executive manually marked certain diagnostic test results as “failed” in the application. The valuation appeared dependent on these manual inputs. He then stated that the exchange could alternatively be completed using a “dummy” phone of the same model and indicated that test outcomes could be marked accordingly. I declined to participate in any such arrangement and cancelled the exchange.
Subsequently, when I attempted to place another exchange order, my IMEI was marked as “invalid” in Flipkart’s system. I have never completed any exchange transaction using this device.
An IMEI is a unique device identifier and can only be marked as exchanged if processed in the system. This indicates that my IMEI was used in an exchange transaction without my authorization.
The incident demonstrates:
Unauthorized capture and misuse of my device’s IMEI
Fraudulent processing of an exchange transaction using my device identity
Lack of safeguards in Flipkart’s exchange verification system
Deficiency in service and failure to protect sensitive customer data
Flipkart’s process allows delivery personnel to capture and store sensitive device identifiers without secure customer authentication or real-time confirmation before marking an IMEI as exchanged. Despite multiple complaints, the issue remains unresolved and no transparent explanation has been provided.
Relief Sought:
I respectfully request that this Hon’ble Forum direct Flipkart to:
Investigate and disclose the order and device in which my IMEI was used.
Identify the delivery executive responsible.
Restore my IMEI status in their system.
Provide compensation for identity misuse, mental harassment, and loss of exchange opportunity.
Strengthen its exchange process to prevent similar incidents in future.
I seek appropriate relief for the deficiency in service and data protection failure suffered by me.
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