Flipkart — Return & replacement of defective phone

Ryan Abraham

Apr 23, 2021

Address:	House no 28, Evergreen Nagar, Colonypady, Aluva, Ernakulam, Kochi
Website:	www.flipkart.com

Hi my order number is OD[protected]

I ordered an IQOO 3 phone priced ₹24, 990/-from Flipkart on 18th April and received and a defective product on 20th April. As soon as I understood that there were display issues(flickering/black screen issue popping/display pixel noise/dead pixel) and also the touch was not responding most of the time, I immediately sent a request to Flipkart for a replacement of the product.

Flipkart send me a reply that a technician by the name AJITH ANTONY(JEEVES-PIN 174) has been arranged to look into the issues and he would be arriving by 26th April 2021.

The above mentioned technician assigned by Flipkart arrived on 25th April afternoon. I showed him the phone and explained the hardware issues related to phone. He examined the phone visually and acknowledged to me that the issues were present and clarified that these were indeed hardware issues. He then requested for a glass of water to drink and then sent the video evidence of the issue through WhatsApp to someone. Then he took the photo of the IMEI number of the phone and posed for a selfie with my sanitizer bottle and the phone after which he uploaded those images to Flipkart saying that he was confirming the hardware issues to Flipkart and he was reccomending a replacement for the defective unit. Before he left he assured me that the replacement would arrive within 2 days.

Shortly after he had left I was shocked to receive a message from Flipkart stating that the technician has done the troubleshooting and since the issue has been resolved the replacement order has been cancelled. It is then that I realized that the he was not at all a qualified person and also a fraud.
I have again placed another request with Flipkart for a replacement today on learning that the technician had given a false report and my replacement request send earlier has been cancelled as he had given a false feedback that the issues have been resolved.
This my first bitter experience with Flipkart and I request you to look into the matter immediately and resolve this problem without delay. I want an immediate replacement for the defective unit or a full refund or Rupees 24, 990/- failing which I will be moving to the consumer court against Flipkart and Jeeves.

Yours Sincerely,
Ryan Abraham

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Flipkart customer support has been notified about the posted complaint.

Verified Support

Apr 25, 2021

Flipkart Customer Care's response We will revert on it.

Apr 29, 2021

Updated by Ryan Abraham The technician assigned by you has not arrived till date.Kindly respond through email the time and date of his arrival.

Flipkart had send me an sms on 23rd April
‘Dear Customer, AJITH XAVIER (Call [protected], PIN 174) has been assigned for TECH_VISIT of IQOO Mobile(1197)(Case ID:0XW70G0).Please expect a call from him.
Since he did not call me I tried to contact him several times but he never responded nor turned up.
After my complaining to flipkart customer care flipkart again flipkart sent me another sms late in the evening at 9 : 26 p.m as follows :

“Dear Customer, We regret that we were unable to visit you for TECH_VISIT, We have rescheduled the visit to 24th Apr-2021.
For any further assistance please reach out on http://fkrt.it/miscbSNNN.

I do not understand how Flipkart could fix a visit for 24th April at 9:26p.m, after the day is over.

Again after complaining to the customer care, Flipkart sent me another sms on 27.04.2021
“Dear Customer, We regret that we were unable to visit you for TECH_VISIT, We have rescheduled the visit to 27 Apr-2021.Please reach out on http://fkrt.it/c1iU0vNNNN. Please keep the registered mobile number/ case ID ready before reaching out to us.
As before your technician did not turn up on 27th April 2021.Again I complained to the customer care Flipkart responded with 2 different SMS on 28th April. One SMS was like this :
‘Dear Customer, AJITH XAVIER (Call [protected], PIN 174) has been assigned for TECH_VISIT of IQOO Mobile(1197)………Please expect a call from him.
Again on the same day 28th April 2021 another SMS was sent at 10:37a.m informing the technician visiting would not be AJITH XAVIER but another person as follows :
‘Dear Customer, ANTONY ANSON (Call [protected], PIN 191) has been assigned for TECH_VISIT of IQOO Mobile(1197)………Please expect a call from him.
Since I contacted ANTONY ANSON and he informed me that it was not his assigned work area and he could not make the visit.
Later in the afternoon I received a phone call from a private number saying he was coming for Tech Visit I asked his name to make sure who was coming. He told me his name was ARUN. I was expecting AJITH as per the message sent by Flipkart. So I asked for his full name he told me that it was ARUN XAVIER. Then I asked for his PIN number and he asked me why you need my PIN number and disconnected the call. I understood it was a fraudulent call.
Till now nobody has come for a Tech_Visit and my replacement order for the defective device placed on 20th April 2021 is still pending to be resolved.
I don’t want any customer care executive to call me in this regard but expect Flipkart to give a written reply to this Email and also replacement of the defective device as Flipkart had assured me it will be done by 29th April when I had sent a second request for replacement on 23rd April 2021.

Regards,
Ryan Abraham

Apr 30, 2021

Updated by Ryan Abraham I am attaching the video evidences link of the hardware display issues that are present in the phone (IQOO 3) in this mail so that you can forward it to the backend/concerned team as mention by your customer service executive so make sure that they and the right people responsible for my replacement get it

The photo evidences of the display issue happening on my phone have been sent through Flipkart App

Evidence video 1: https://drive.google.com/file/d/1yFywQzQBwr-03uyEA341JGl2kQK6DpGz/view?usp=sharing

Evidence video 2: https://drive.google.com/file/d/1d0D6HtUyUE3dW9TXN3D24yF8_9SYO1OZ/view?usp=sharing

All clarifications are done from my side now proceed with the replacement as promised from your end.