[Resolved]  Flipkart — shoddy customer service and fraud by flipkart: asus mobile

Address:

Gautam Buddh Nagar, Uttar Pradesh, 201304

I am a regular customer of flipkart since last 3+ years.

Order: od[protected]

I purchased asus mobile phone (Ze500kl) on 9-oct and its gps is not working since the first day. I contacted asus online chat support for troubleshooting. They asked me to do few steps with the phone. However none of those steps worked and then they asked me to take the phone to local service center. The phone is just a month old and within warranty.

The service center people told me that the phone is out of warranty (Which is not correct since i purchased the phone just a month ago). They also said that the imei number on the invoice is not matching with the phone. As per the service center, the phone is showing out of warranty for both the imei number mentioned on phone as well as the one mentioned on invoice. They asked me to get the correct invoice before the phone can be taken up for repair. Flipkart says that they need to job sheet from the service center mentioning that they cannot take the mobile for repair since it is showing out of warranty. Therefore, i again visited asus service center and got the job card as requested by flipkart.

I was also told by asus customer care that as per imei number of the phone, it is a 2 year old used phone which has been repaired 2 times in the past by asus! Shocking! It was supposed to be a brand new phone in working condition and not a used/refurbished phone.

An incident in[protected] was created with flipkart which was to be resolved by 22-nov 6pm. Flipkart contacted me once on 20-nov when my phone was not reachable. Within 5 minutes of that call, i called back but could not get through as incoming was barred on that number. Therefore i dropped an email to contact me again and also shared my landline number. I am available 24 hours at one of the 2 numbers shared with your team. I reached out 3-4 times between 20-nov and 22-nov and every time i was assured the issue would be resolved by 22-nov. On 23-nov, i came to know that the incident was closed without even contacting me and another new incident has be logged with a new sla of 4-dec. The reason told to me was that i was not reachable at both the numbers shared. This is blatant lies and no one from your team contacted me on 21/22-nov and the incident was closed without even reaching out to me.

I am fed up and tired fluctuating between asus service center and flipkart and this case is not proceeding anywhere. I have wasted more than 10 hours on phone with your customer care or visiting asus service center just to see the incident getting closed without any resolution or reaching out to me. I need the phone to be replaced or money refunded immediately. It is not my fault that i was given an incorrect invoice or the fact that the new phone has a manufacturing defect because of which gps is not working or the fact that i was given an old refurbished/defective phone under the pretext of a brand new phone.

I have reached out till level 4 support of flipkart and am not at all satisfied with the response (Rather lack of will to resolve the issue). Request if this issue is looked into immediately and issue resolved on priority.