Complaint Details

Status	:	Closed
Complaint No	:	0087105/2016
Category	:	Others
Date	:	22-09-2016
Subject Line	:	COMPLAINT AGAINST AMAZON
Complainant	:	YASH KHURANA
Address	:	D-40 SECTOR-39 NOIDA
Complainee	:	AMAZON INDIA
Address	:

Complaint Details
Sir, with regards I want to fetch your kind attention towards Worst Customer Service Of Amazon ,In fact I ordered for Moto-G 4Plus Phone to Amazon with Order ID # 171-9415590-1013139 on 08/09/2016.I received the above order on 12/09/2016. On the first days of use I noticed that I have received a defective product so first of all I rebooted my phone ,but problem still persist,so I made a call to Amazon Customer Care on 16/09/2016 ,I was advised to Install Smartchek App. I again called customer care on 18/09/2016 many times due to heavy rush I was able to contact Moto-G about 3.30 p.m. ,I was advised to reboot it once again and to contact again after 24 hours,I called customer care on 20/09/2016 ,I was very surprised and shocked when Moto-G executive clearly refused to return my product which was not working since its first day,He asked me for its replacement.
Now I request you sir how can I use such a Brand witch is not working since its unboxing,what the quality control of company,how can Amazon force us to use the same brand again whereas I will not suggest or allow to purchase such brand in future and not to use it even someone gets in gift.
You are very kindly requested to cancel its Replacement and arrange its RETURN at the earliest
Thanking You
Regards
Yash Khurana
Message From Customer Service
Dear Yash,
I'm Adam Sharief with Amazon.in's Executive Customer Relations team. Jeff Bezos received your email and asked me to respond on his behalf.
I tried reaching you on Phone:+918527556082 and +919350992990 as there was no response I'm sending this email for your reference.
I've reviewed your email and understand that you would like to return 'Moto G Plus, 4th Gen (White, 32 GB)' for a refund as there are technical issues with it. I'll do my best to provide through answer to your query.
As per update to our mobile return policy (https://tiny.amazon.com/qp2linuq/amazingphelpcustdispref) for any defect with mobile handset which is reported by customer within 10-days of delivery we provide a replacement mobile of same model. Post this update to our policy we no longer accept return for refund. I'm sorry for any disappointment this may cause to you, but I hope you understand our limitations in this regard.
Based on the diagnosis done by our Motorola Specialist team we have confirmed that the current mobile delivered to you is defective and to help resolve your issue we can proceed only with replacement option.
Kindly, reply to my email with your confirmation and I shall help you in creating replacement and return of defective mobile.
We look forward to hearing from you soon.
Please use the survey below to tell us about your experience today.
Warmest regards,
Adam S
REPLY FROM YASH KHURANA
First of all I would like to thank you for replying my mail,it is very unfortunate that I have received a stereotyped reply from your end which is totally unprecedented ,it seems you have not paid a little attention towards the harassment due to this defective product ,I want to just know what is my fault. You are not aware the amount of loss due to this faulty phone, I could not respond to a mail during travel because there was a toy in pocket which is called Moto-g ,it was switched off and I bear a loss and very politely I am being asked to use this product in future, it seems company have its own policy but according the decree of consumers rights ,a consumer gets the entire amount of product even on the last day of its warranty and in my case it is defective since its unboxing,through this mail I once again request you not to generate its replacement,otherwise we will refuse its delivery it is our full right not to use any product ,no one can force us to use worse company's product ,please keep your policies with yourself and we will live with our consumer rights ,no policy allows someone to handover the product which consumer don't like .Please let me know the process of bearing of loss due to this product.There is an another issue that we have returned your product keeping in mind its refund because during all telephonic discussion with your executive I never accepted its replacement ,I clearly told your executive that we will not accept its replacement ,still after disconnecting my call Pickup was arranged and False status was shown that REPLACEMENT REQUESTED,please provide me the audio clips where customer requested for its replacement ,then why it is being shown that REPLACEMENT REQUESTED
Sir,once again I request to to let me know the process of recovery of my loss.
The Consumer Rights Act gives you the right to ask for a refund, repair or replacement if something you buy develops a fault.
The Consumer Rights Act applies to all purchases made on or after 1 October 2015. For purchase made before this date, the Sale of Goods Act applies.
Thanking you
Sincely yours
Yash Khurana

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