[Resolved]  Flipkart — Laptop exchange issue

I had ordered a Laptop in exchange offer recently via order #OD[protected] . After filling all details about my laptop, the exchange price was quoted as 13600. I was happy as it was higher than what was being offered by Amazon. So, I ordered my laptop.

My problem starts at the time of exchange. The Flipkart person who came was deliberately trying to find fault in the laptop where none existed. At first, he was trying to convince us that since we had entered the serial number in small letters it was different laptop and would not be exchanged. Then he was trying to convince us that the hinge was broken from inside, when it was not. Finally after half an hour of inspection and multiple discussions with his bosses over phone, he said that the laptop is broken because there was a small scratch and a small dent (pictures attached), none of which in any way impacts the use of the laptop.

The final value that came was Rs 6850 /- less than what was promised online. This was a shocker for us. We had already cleared our laptop of all personal data and were ready for the new laptop. When we tried to contact Flipkart at that time there was no way we could get in touch with a customer care as there is no direct customer helpline. The delivery person started putting pressure on us to either cancel the whole order or pay up. He also offered to give us the contact number of his “friend” who would buy the laptop for 10k. He also said that if he does not point this out, he would be penalised, and the amount would be deducted by Flipkart from his salary. These tactics unnerved us a lot and showed the unprofessional and unethical nature of these much-touted exchange deals. We finally decided that we would take the laptop and raise our grievance to Flipkart later and paid the amount. Which is really excessive for the damage that was there.

On contacting Flipkart via Incident: IN[protected] raised on 2020-Oct-29, the first email response came regarding the mobile exchange policy instead of Laptop exchange policy. When we pointed this out, someone from Flipkart called us to say that the call of “wishmaster”, the person who comes to collect the old item and who is not an employee of Flipkart is final. There is nothing that can be done.

In our opinion this is a scam that is being run by Flipkart in the name of exchange offers. There is no proper customer redressal policy and the customer is at the mercy of a vested interests and unprofessional behaviour of a third party wishmaster and his company.