| Address: 110034 |
| Website: paytm..com |
With regard to the above-captioned subject, I herewith present a chronicled sequence of events, post the purchase of the product as under:
• An order was placed by the undersigned through Paytm on 05th Feb 2017 (No. [protected] I PHONE 7 256GB I (JET BLACK) COLOUR at 1.13 pm, total price paid worth Rs. 73048/-
• The above phone was delivered on Februrary 7, 2017.
• Upon opening the product and putting it to use, it was observed immediately that the product was malfunctioning with faulty screen described as ‘Bright Display at the bottom along with a yellow tint and dull display on the top’.
• On the same day i.e. 7th of February, 2017, it was raised to Apple Cusotmer Care.
• Apple Care observed that it might be due to an adhesive on the display that can cast slight yellow colour/ hue on to the display. Hence it was suggested to wait for a few days and the issue may get resolved on its own or else to visit the nearest authorised service centre for its replacement.
• In view of the foregoing, the undersigned waited for a few days. However, since the problem persisted for over a week, the Apple Service Centre was contacted upon and an appointment got fixed for February 17th, 2017. A Case ID was duly assigned towards the same (ID #[protected].
• Upon visiting the Service Centre, the concerned Service Engineer examined the phone and confirmed that the persisting issue is not due to any software bug but appears to be a manufacturing issue of the display.
• Immediately, Paytm was contacted to state the above and raise the issue for its resolution (i.e. replacement) on 17th February 2017 itself.
• Unfortunately, since the first alarm raised as stated above and a series of random, non-specific responses thereafter, Paytm has not been forthcoming with the much-awaited replacement of the faulty product till date. What’s more, the responses from your end has been ‘variable’, ‘incongruent’, ‘inconsistent’ and ‘repetitive’ - completely devoid of customer-centricity as well as domain competence to comprehend or handle such an issue that might crop up occasionally with a high end product aggregation like iPhone.
• To substantiate the above charges levelled against you in mishandling the case, let me chronically take you through the series of communications exchanged between Paytm and the undersigned:
• Upon making the request for the replacement to Paytm, a set of queries were raised by Paytm (Ms Varnika) to submit the documents that includeed Identity proof, snapshot picture of the product with visible IMEI NO., snapshot of outer and inner package with visible serial /barcode number, whether the packaging was sealed or open when the product was delivered, etc.
• To the above-stated email was duly responded on 18th February, 2017 by the undersigned along with submission of all the documents as were requested.
• However, no response was received between 18th and 21st February despite reminding the company through tweets, SMSes, etc.
• Finally, an e-mail response was received from the Paytm on 22nd Feb seeking to submit the Job Sheet of the service centre. This was clearly an ill-intentioned demand as the phone was not submitted to the Servie Centre and hence no Job Sheet could have been generated or provided to any customer without submmission.
• Feeling utterly helpless and harassed, the undersigned made another visit to the ASC at Netaji Subhash Palace, Wazirpur, New Delhi on ... (please provide the date of second visit) where the Service Engineer suggested to leave the phone behind for an observation for ~ 24 hours. However, the undersigned clearly refused the same as he had purchased a brand new phone and in no way, could have agreed for a compromise like ‘repair’/ ‘screen replacement’, etc. under any circumstances.
• Morever, as the iPhone comes with a ‘waterproof’ feature that ceases to exist once opened, no way the undersigned wanted to compromise on the same.
• The same iteration of Paytm demanding the job sheet with a clear, malafide intent to harass continued forcing the undersgined to make repeated visits to the Service Centre between 23rd February and up to 1st week of March, 2017.
• In the meanwhile, Paytm conveyed to the undersigned that the issue is being checked thoroughly once again and they shall revert on the matter.
• On March 1st, the undersigned sent the screen shot of Apple Support through twitter wherein it was categorically suggested that the phone may be returned or exchanged from where the client has purchased it/
• On 8th March, the undersigned paid another visit and requested for Job Sheet once again and finally with such perseverance observed by the undersigned, a Job Sheet was issued by the ASC (Job Sheet enclosed) that stated the condition along with a limitation that the undersigned had refused to unlaminate it.
• Even upon receipt of the Job Sheet as stated above, the Paytm stance continued to remain rigid, non cooperative and with lot of false pretences to replace the damaged phone.
• Finally. Paytm directed the customer to activate the mobile and avail the warranty service instead of the replacement.
• On 11th March, Paytm formally refused to replace the phone on the lame ground that the request for replacement was made 10 days after the delivery and that the handset is not checked by the ASC as it was fully laminated. Shame!!!
•
As is evident, the above sequence of facts and event is a burning case of mollified intent (forcing warranty-led service instead of a rerturn policy-bound replacement), apart from as series of lapses, delays, vague responses and inconsistent communications sent across to the undersigned.
The above description is an extremely ignominious and shameful act and unworthy of being done from a reputed brand like Paytm.
Your sincerely,
Prabudh Gupta.
Mobile no.[protected]
[protected]@ymail.com
