Zebronics — Bad behaviour by staff and horrible replacement product offered

I am writing this email in utter dismay and highest dissatisfaction in the manner in which I have been treated as a Zebronics Customer & Amazon customer. My issue as mentioned in my earlier email, wherein i had purchased Zebronics Zeb- Transformer Gaming Keyboard and Mouse Combo(USB, Braided Cable) B07BRKK9JQ HSN:84716060 from Amazon and this product came up with hardware issues and wasnt working. As directed by Amazon I contacted zebronics via email( margao.[protected]@zebcare.in) and visited the service centre personally for checking the product. As per my conversation with the staff present I was informed that the product would be replaced by a new piece upon further inspection of the said product.

When I did visit the service center again to pick up the replacement piece, I was shocked to see that the replacement piece was in an unacceptable condition.The piece although plastic wrapped was dirty, the screws on the said keyboard were rusted which is visible in the video as well as images, the wiring appeared to be rusty and soiled as though it has been used by another customer and resealed to be given to the next.In times of covid accepting such a piece from a brand like Zebronics is a joke and is more than humiliating to a customer . I refused to accept the same and was informed to email the same to the team for further complaint. This morning 21/01/22, my husband Jose Pereira received a call from the centre from Manju Iyer stating her designation to be a manager who was completely unprofessional, rude and unresponsive to customer issues. She kept stating that the piece was absolutely fine and kept demanding that we should accept the same as she cannot assist further. As a suggestion i did offer to accept my previous keyboard after repairs towards which she was blunt and blatantly replied that its not in her hands and i need to email the team for the same.I did call her again to ensure that this is sorted professionally to which she was extremely rude and didn't allow me to speak at all and kept insisting that I should escalate this as she cannot help further. She even ridiculed the fact and accused us o[censored]sing Covid as a reason for not accepting the keyboard. The tone and language she spoke really belittled us as customers and it gives me great displeasure in informing you that after this experience from Zebronics, I will ensure that no customers proceed with purchasing any products from them and even Amazon needs to think twice before associating with this brand. I received another call from an associate by the name of Abhijeet as well from the Mumbai branch who was more understanding and reassured me that he would sort this and advised me to call him when I do visit the Margao Asp service centre again.

As a customer I do understand that there is a hierarchy and process involved in resolving customer issues and I am willing to wait for the same, however the attitude displayed by the staff is completely unacceptable and unprofessional where it seems she was removing her personal frustration over the call and is a complete liability to a company like Zebronics who needs to think twice before employing individuals like her to represent and cater to customer requirements . At this rate even the existing customers would reconsider whether to invest and purchase any products with Zebronics let alone from Amazon in the near future.

Kindly look into this matter at the earliest and do revert with a resolution for the same.I am herewith attaching the amazon order id number for amazon reference.