Complaint Details

Status	:	Closed
Complaint No	:	0005141/2013
Category	:	Telecom
Date	:	21-06-2013
Subject Line	:	Delivery of damaged defective mobile and not replacing even after 60 calls and many emails for last one and half months
Complainant	:	H S AGARWAL
Address	:	B-3/291, VISHAL KHAND, GOMTINAGAR, LUCKNOW
Complainee	:	a2zshopping Limited
Address	:	a2zshopping Limited, Top Floor, 10,Daryaganj, New Delhi

Complaint Details
An order was placed for Nokia Lumia 520 (Black) 1 no. on May 07, 2013
on Nokia Indiatimes vide order reference No.8000059056. The package
containing the mobile was received on 13.05.2013 in Lucknow. On
opening the package , mobile was found to be in damaged condition.
The complaint regarding the condition of the received item was
immediately lodged with customer care over mobile . As directed by
customer care the e mail alongwith the screen shot of the damaged
mobile was sent to www.itsbackend.com.
I had requested to arrange for replacement of defective mobile at
the earliest and also asked customerservice team to inform the status of
processing of our complaint and likely time frame to effect
replacement of defective mobile.
Thereafter we have followed up by making calls at customercare atleast
60 times but everytime the customercare staff and supervisors have
only informed that replacement of defective product has been approved
and reverse pick up of defective mobile is being arranged. The worst
part of the experience is that every time a new person picks up the
phone and asks all the details but never give any definite commitment for replacement of defective mobile and also does not allow to talk to the person with whom previous
conversation had taken place. They have also refused to farward our
call to a senior or responsible person. You may well appreciate that
first of all a defective product has been sent to us and now we are
being put through this cycle of harassment and frustation. It is more
than 5 weeks since lodging of our complaint and no results except misleading and giving false assurances. We had also tried to escalate the complaint to operationhead, Indiatimesshopping but they have not replied to any of our e mails so far.
I request you to kindly take up with the concerned for immediate replacement of the defective mobile and end this cycle of harassment and frustation we have been subjected to .

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