[Resolved]  Flipkart — Hidden Terms and Conditions

Address:

New Delhi, Delhi

Posted originally on Facebook where it was deleted by Flipkart: A PSA to all Flipkart customers, but particularly to those thinking of purchasing a smartphone: You should know that if you happen to be one of the unlucky ones to receive a malfunctioning, defective or sub-optimal smartphone, you will be asked to download an App called SmartChk on the device. After running SmartChk if they happen to detect no issues on their side, they will Reject the request. Even if the issue you're facing cannot even be detected by SmartChk in the first place [1], such as in my case an overheating CPU and GPU after moderate usage (using Facebook or the Browser for 25 minutes, approximately 25-60% of processing power). The SmartChk (and the MMI *#*#4636#*#*) can only detect Battery temperature. And when you try to submit proof of the issue by using other verified apps [3], you will be denied as Flipkart policy cannot accept third-party app information. Yesterday's callback from Flipkart's Techincal Team executive might have just been the worst Customer service I have ever experienced. I tried in vain to explain that the problem was that the CPU/GPU was heating up not the battery, how these are two are distinct issues and how the CPU/GPU can overheat without it affecting the battery temperature that much. (Expecially in the phone I received [2]). I also tried to explain how overheating will make the phone barely usable for browsing, playing 720p videos or mid-level games, etc. it will cause the phone to lag and hang frequently and consequently shorten the lifespan of the device. I might not have to run to the Service Centre right next month, but soon enough down the line I will end up with a device unfit to even make calls. I have faced the pains of an overheating phone two times in the past; I'm speaking from experience. The exec. was absolutely unreasonable and refused to listen or understand the issue, and even tried to pull wool over my eyes by wrongly telling me that System/CPU temperature and Battery temperature are the same. She told me that I will have to get Service Centre confirmation with regards to this issue if I want to proceed with a Return. (!) I suppose I had just been lucky in the past, and my time to experience an e-shopping Worst Case Scenario had to happen one day or another. I just never expected that it would come from Flipkart of all sites. And you want to know what the worst part is? None, absolutely none, of these "Flipkart policies" are mentioned on their Returns page. [4] No mention of a SmartChk diagnostics requirement for a return of a smartphone, no mention of a refusal to accept information from verified third-party apps, no mention of a requirement of a slip of confirmation of the malfunction from the service centre in case SmartChk doesn't detect an issue. NONE. You will be forced to abide to these hidden policies despite never having been informed of them at the time of purchase. I understand Flipkart might have taken these drastic policies due to exploitation of their Return policy by others, but then they should be transparent about them. Not hide them and then impose them on customers. I've seen complaints of Flipkart deleting posts critical about them. Let's see how long this one lasts. I placed another Return request and received an e-mail of once again telling me to install SmartChk -- Ridiculous. I still think Flipkart is one the best e-retail sites in India and have generally good customer service, however, they have really gone awry here. [1] http://xcalibertech.com/privacy-policy.html The SmartChk App does NOT collect CPU or GPU temperature data. [2] https://www.youtube.com/watch?v=iOjPRAoLV-w The construction of the Redmi Note 4G. Note the placement of the battery and the MB, CPU/GPU placement; typical of nearly all smartphones. Even an alarmingly overheating CPU/GPU will not raise battery temperature. Battery temperature is not a valid gauge of CPU/GPU temperature. [3] Measured CPU temperatures using three trusted Apps HWMonitor+, CPU-Z and Cpu Temperature all demonstrating heating after moderate browsing or App usage. I've already e-mailed a screenshot of HWMonitor+ to CS. [4] http://www.flipkart.com/s/help/cancellation-returns - Please at least update the page with the new policies. As of now, there's no transparency in your policies; it's highly misleading.