Hi, I placed an order for samsung S22 on 27th Feb 2022 during pre-booking offer. While placing the exchange request I was given an option to mention the condition of old phone, where I specifically chose "BROKEN GLASS" and I was quoted a value of Rs3940/-.
Then Cashify rescheduled my pickup four times (orginal date 17th march) without any intimation and requoted the price to rs700/- on 21st March.
On 21st March, Cashify customer care executive ensured me that I was eligible to get the original quoted amount 3940/- and their pickup executive had no reason to requote the price, since the exchange request was placed via Samsung.
On 21st March, Samsung care executive Ms Geeta ensured me that I will be getting the same amount, i.e 3940/- which was originally quoted to me and that the "broken glass" issue of old phone was already mentioned in my order details. She insisted to wait for 24hrs and that someone from Samsung will contact me but nobody contacted me.
On 23rd March, I again contacted Samsung care and talked to Mr Sunny. He also confirmed that "broken glass" issue was mentioned in my order details but again he insisted to wait for 24hrs and that my pickup would be scheduled at the earliest.
On 24th March, I received an email from Samsung stating that my exchange request was rejected and it cannot be fulfilled. When I again contacted Samsung care and talked to Mr Shivam, he ensured me that my exchange request is still active and I will be getting the same amount 3940/- and he also stated "broken glass" issue was mentioned in my order details. He also insisted to wait for 24hrs.
On 26th March, I received a call from Cashify team stating that ny request was rejected due to "BROKEN DEVICE" and that it was not working. But on 21st March, their own pickup executive checked everything, called cashify using my old phone. If the device was really broken how was he able to do all the mentioned things.
On 26th March, I received email from Samsung stating "We are sorry to inform you that your exchange request against your order was rejected by our exchange partner ...
Reason: Cashify team found some device broken issue also, requote price not acceptable." Then when I again contacted Samsung care and talked to Ms Heena, she said that my exchange request was rejected due to broken glass issue only and that Miss Geeta, Mr Sunny and Mr Shivam, when ensured me the original quoted amount 3940/-, had no idea about the "broken glass" issue.
But like I mentioned, they stated that it was mentioned in my order details and were aware of the "broken glass" issue and then they ensured me that I will be getting the same quoted price.
Ms Heena asked for 24hrs and yet I have not heard back from anyone.
On 30th March, I received an email from Samsung stating that my exchange request is cancelled ...
"Reason: You have changed the mind and not interested in the exchange request hence rejected."
Rather than solving my issue they are just continuously giving me false excuses and are trying to put the blame on me by misquoting me.
I have been continuously asking them to reschedule my pickup request and not even once I mentioned that I am not interested.
Both Samsung and Cashify have been wasting my time for the past 14 days and now they are giving unnecessary reasons to reject my request. Thereby, I wish to file complaint against both.
I have record of each and every communication and will provide them if needed.
With regards.
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