[Resolved]  Gati-Kwe — refund of damaged shipment & non gati-kwe invoice received

Address:

Khordha, Odisha, 751003

On 1st June 2019 I (chitta Ranjan Sahoo, [protected], Email- sahoo.[protected]@gmail.com) called to Gati Courier, Bhubaneswar, Odisha on phone number [protected] which is mentioned in the web, for transporting my brand new refrigerator unboxed one from Bhubaneswar to Jharsuguda, odisha. I was told to pay Rs 1800 for the same and send the pickup & delivery address to the mobile number [protected](Mr Manoj Kumar Swain). On 4th June19 Gati courier picked up my product from my home and i was told to pay 1800 through phonepe to the mobile number [protected](Mr Manoj Kumar Swain) and I paid immediately but they produced 2 different invoices to me. One is Gati invoice in which shipping charges Rs 1000 & another invoice from A-Z Paid Services Company in which Rs 800 mentioned. For the same I have complained to Customer service but no respond came from customer service.
On 5th of June, I was told to pay more Rs858 otherwise Gati will not ship my product and when I asked for the same, I was told not to do argument otherwise you take your product back and I paid Rs 585. His behavior was too rude. During the pickup I was asked about the cost of shipment and I told 22500. But the invoice they have given after pickup nothing was mentioned.
My product got delivered on 8th of June and received another invoice from Gati in which they have mentioned the shipping charges 1500 but I had paid Rs[protected]+585) to them and value of shipment Rs10, 000 they have mentioned instead of Rs22, 500.
After delivered, I found a big hole made on side carton of my refrigerator and when I unboxed it found the left side of my refrigerator got severe dent at 3 points.
On 9th June, I complained to Mr Manoj Kumar Swain through which I had booked and I was told to call on this mobile number [protected], when I called him he told to call customer service and he can’t do anything regarding the same. Due to Sunday customer service phone was not answerable. So i put a mail to Gati customer service for the damage of my refrigerator.
On 10th I called to customer service for the damage and I was told to wait for their claim team's phone call. I got the call from claim team and I was told that your claim can be done up to Rs10, 000 not 22, 500 as Rs10, 000 has mentioned . I explained to her for the problem I have faced in different invoice and why mentioned 10, 000 instead of 22, 500 and I was told that to contact through which you have booked and ask them to pay. So many arguments Gati claim team did with me and I was told to receive claim regarding documents through email within sometimes which I have not received yet. I called to Mr Manoj Swain through which i booked and asked why you have mentioned shipment value 10, 000, even if I told him 22500 before pickup. Mr Manoj was not able to answer and later he told me he has put the amount Rs10, 000 based on depreciation value. I asked him how you have calculated the depreciation on a brand new unboxed refrigerator, again he was failed to answer. He is every time talking very rudely and he told me to contact Mr Sworup (mobile no-[protected]). I contacted him and he told me that he is busy he can’t talk with me. Next day on 11th June19 I called to Mr.Sworup and explained the problem, he told me to call to Mr manoj kumar swain but Manoj telling to call Sworup. Mr Manoj telling your shipment shipped through Mr Sworup. Mr Sworup told me to send invoice copies and damage photographs to the Manoj Email ID not to him but Mr Manoj telling why sending to me send to Sworup. After argument Mr Manoj did not give me his mail ID told me send through what’s app. I sent him through what’s app but no respond has come from Mr manoj and Mr Sworup yet.
Today on 12th June 19 I got a call from Gati claim team and I was told that they are closing my complaint as they have not received the claim document but Gati claim team did not send me the claim document yet so how I can submit it. Again I was told to receive it within some time but 6hr already gone but I have not received yet. Today I explained to Gati claim team about the shipment value but she told me to take money from Mr manoj through which I have booked and Gati claim team can’t help you. their service is totally worst and behavior is rude. Mr manoj and Sworup not responding my phone. Why i will ask to Mr manoj & sworup why Gati will not ask them as they are Gati company's employees.

From 8th June to 12th June every time I was told to call to this person, call to that person, call to customer service, call to pickup guy, call to delivery guy but why should I call them?? They totally harassed me.
I am waiting since 8th June. I am not able to call Samsung team for the Demo and installation of my new freeze & not able to use my new refrigerator. If Samsung will see the condition of freeze, they will cancel my refrigerator warranty service as it has already been damaged and the damage is so severe that this refrigerator may not work further.
Here in Jharsuguda, Odisha the temp is more than 44°c and my family facing so many problem without refrigerator.
I need full refund of my refrigerator or provide me same refrigerator i have bought. Please help me out of this.
Gati Customer service number- [protected]
Booking person- Manoj kumar Swain- [protected], [protected]
Shipment handling incharge Mr Sworup- [protected]
Gati Complaint number[protected]
Docket number[protected]