[Resolved]  Flipkart — unjustifiable rejection of return request of redmi note 5 pro handset purchased from flipkart followed by mischievous behavior of customer care team

Address:

Ghaziabad, Uttar Pradesh, 201010

Dear Sir/Madam

My return request for Redmi Note 5 Pro has been unjustifiably rejected and deceptive communications are being made by the customer care dept of Flipkart to evade the subject matter. There was an inherent defect in the screen with light oozing out of the phone when I received it on Aug 27. The replacement request was placed within 5 days of receipt of the phone (well within the policy) and was accepted after the tech visit on Sep 03. However when the replacement product was sent on Sep 04, the return request was rejected on the ground that I need to mention a case of breakage for the request to be considered. I was at my workplace though tried to have a word with him but he left quickly from my place of residence.

There was a mishap in my family and I was out of Delhi, thus raised the counter complaint immediately on return on Sep 10 but the behavior of the customer care team was highly mischievous and unpalatable. I was being told by your executive, Mr Rohit Sharma on first call that everything is fine and the request will definitely be taken, it’s just that system has an issue so he told me to call after 2 hrs so that the complaint can be registered. My next call, was attended by Mr Aman and he said (after deliberately and playfully putting my call on hold several times & testing my patience) that the counter complaint must be filed within 72 hrs for any action to be taken which came as an absolute surprise for me. The matter was then escalated to Ms Rupali in the team but without finding any solution. She even disconnected my call while I was still talking which was highly disappointing and disrespecting. I am clueless as to where did this clause of 72 hrs came in which I was completely uninformed about earlier and amidst serious personal exigencies I could not call back before 10th when I came back.

Finally I’m being directed by the customer care team to take the phone to the service center which is absolutely ridiculous and disgusting. What would the service center do in case of an inherent defect in the screen of the phone.

This has diminished the value of online shopping with Flipkart in my eyes and raised serious concerns making me believe that faulty gadgets are being sent to the customers with no responsibility whatsoever after sales. The situation has already crossed the threshold of my patience and I am even willing to expose the incidence loudly on social media but thought it would be appropriate to route it through you.

Also enclosed herewith is the following for your better understanding:
1. Snapshot of text message from Flipkart wherein the return request was accepted
2. Snapshot of text message from Flipkart wherein the replacement product was shipped
3. Snapshot of the website tracking wherein return request was approved
4. Snapshot of the website tracking wherein the replacement shipment was cancelled.
5. Snaps of the side view of Redmi Note 5 Pro handset I received with the light oozing out from the sides which reflects an inherent defect.

I would request an urgent attention and a serious intervention from you on this matter at the earliest.

Thanks!

Regards
Varun Suneja
Ph: +91 [protected]