[Resolved]  Flipkart — Regarding my order id od[protected]

Website:

www.flipkart.com

Hi flipkart cs head,

This is with reference to my above mentioned order id. I have ordered for a redmi 3s prime gold 32gb phone from flipkart and got the same delivered yesterday.
After setting it all up, the phone worked for only a few hours and then bricked. It has switched off and is not powering on again. Even while trying to charge, the battery indicator for charging is not coming up and it doesn't seem to be charging as the phone will just not power back up. I have already tried charging for over an hour.

I have raised a request for replacement/refund on customer care and have been informed that flipkart cannot replace this product and it has to be returned. I have been informed of the following procedure, to which i do not have any issues.
1) a technician visit to check and confirm that the phone is actually faulty
2) post successful verification a pickup of product
3) post confirmation of pickup a refund will be processed
4) post processing, it will take about 5 working days to reflect in my account

But what is surprising is that the timeline given for a resolution - 5 days for technician visit, 2-3 days for pickup, 2-3 days for refund processing. Such kind of timeline is never intimated to the customers while buying the products on flipkart and the same is not at all acceptable.

I have already spoken to your customer care team to some office where i was transferred and have gone through about an hour of holding and conversation with all level of staff available there. But sorry to say that none of them have been able to take a pro-active call in ensuring a good customer experience post purchase on flipkart and have been insisting that the technician visit will take at an average 5 days and then subsequent timelines, which is completely acceptable.

I am being given random and weird explanation like:
1) if i can wait for 5 days for bank to process the transaction after the refund have been processed, then why can't i wait for the technician visit. To this i have to say that the banks as well as seller informs about this timeline before purchase and there is no reason to question the same post purchase.
2) if i was in a village or a bigger city like mumbai/delhi, the technician visit can take longer/shorter time. To this i have to say that there is not even a range given on flipkart site that informs the user of an expected timeline.
3) since it is festive time, the technician visit can take longer otherwise it would have happened sooner.

Please note that unless flipkart informs the customer of what to expect as post purchase service, the customer is not liable for festive season or otherwise. It doesn't matter what timelines are being committed unless flipkart keeps the customer informed on the same. Further on, customer care staff should be open enough to provide a full support and not give wrong and random examples/reasons.

After much probing i have been provided with this email address to reach out to for further escalation. Please arrange to ensure that the technician visit happens by eod tomorrow as utmost priority and the pickup/refund can be processed on very high priority.

It is very surprising to learn that because flipkart choses to run discounts/sales during a certain period, its other customers have to suffer on their services. My existing phone is not working problem and hence the new phone was ordered. It would not be possible to wait for so long to get clarity on refund. Hence request you again to ensure that the technician visit happens by eod 5th october so that i can have an assurance/affirmation that the product refund is being processed and i can go ahead and order a new product.

Expecting a prompt action and resolution, failing which i will be forced to take the matter to media and inform all masses of what to expect if their product is faulty and need a replacement so that no one else will be taken by surprise.

Thanks,
Devesh