[Resolved]  Flipkart — product exchange rejected

Address:

Bistupur, 831001

I had recently ordered samsung galaxy note 8 on the sale from flipkart with the exchange bump up discount given to my old phone xiaomi redmi note 4. Around 6850 was given as exchange rate. At the time of delivery, the delivery guy rejected the exchange after thoroughly inspecting and finding flaws in which he succeeded and found an invisible scratch on the upper right corner of the body which is not visible to naked eye nor is creating any issue in the functionality of the phone. That minor issue is normal usage sign and flipkart should understand that they would not get brand new phones for exchange. Even after escalating the issue and having heated arguments and mails with the customer support, they said that they duly depend upon the decision of the wishmaster (Delivery guy) and they would like to see the photos of the phone on their mail. I mailed them the photos and then got no response until the next 12 hours and again i contacted them and they said that they would rely on the wishmaster's decision only and they can't help me in any other way. The delivery of the product and exchange was attempted once again and when the wishmaster saw the exchange phone today, he took out a video and again sent it to some group of his whatsapp and called his boss and immediately the boss denied of accepting the exchange. Whereas the wishmaster was ready to accept the device as he found it in acceptable condition but he said that he was bound by his boss' decision and couldn't accept the exchange. May i know that how come the boss is making decision by viewing the photos on whatsapp and on calls whereas flipkart relies on the wishmaster's decision. Therefore, it's a complete loss for the customer. Because when the wishmaster handed over the phone to me to talk to his boss he directly said that he is rejecting the exchange and if you want the new device you have to pay the exchange amount and get the device. Otherwise the order would be cancelled. This is surely some kind of sales strategy by making illogical changes to the exchange policies which despite fulfilling is of no use to the customer. I would like to get this resolved and actual things going on behind this scam of exchange. The only thing flipkart knows to do is to trap customers by providing flashy deals and offers which is of loss and no profit to the customer.