I had order Lumia 1020 on 01/01/2014 and my order number is 3002941243. I had made a credit card payment of Rs 37, 369/-.
I called indiatimes call center number on 02/01/14 around 11:20 AM and I spoke to Aakash and expressed my concern over the delivery of the order. Aakash has assured that the product will be dispatched maximum by 03/01/2014 and the same will reach me by 06/01/14. The case id was 1229834.
Next day when I checked the website the order was not yet shipped. I called up indiatimes again on 03/01/14 around 11:30 AM and spoke to Than Singh to know why the order was not shipped. Than Singh was not able to answer any of my questions neither he was ready to escalate my call. He also refused to disclose at escalation process/procedure. He refused to speak to the internal shipping team to check why the order is getting delayed. The case id given to me was 1231205.
After talking to Than Singh, I was very reluctant to continue with the order. I called up indiatimes again later in the day on 03/01/14 and spoke to Deepak Mehra and asked him to cancel my order. He acknowledged and gave me a case id 1231372 for cancellation request. During that conversation, he said the company’s process take 5 days to refund but he will push for an earlier refund.
In the evening I got a call from escalation desk inquiring about my order cancellation. I expressed my unhappiness on how indiatimes team handled my business and that I was not satisfied by the service/commitments that indiatimes was giving me from time to time. While I was talking to the gentleman, the call abruptly got disconnected. I didn’t get a callback to complete the discussion.
On 06/01/14 I checked the website and the status was still REFUND IN PROCESS. I called indiatimes on 06/01/14 around 5:15 pm and spoke to Arshad Ali. I was given the same assurance that Deepak Mehra had given that the refund will be done in next 48 hours.
On 08/01/14 I checked the website and found the status was still REFUND IN PROCESS. I called indiatimes on 08/01/14 around 12:20 pm and spoke to Surender. I asked about the refund status and he mentioned that the refund was still in progress. I asked for escalation to either Javed Khan or to Shailender Patel. He gave me a new case id 1237325. After long wait, I did manage to speak to Shailender Patel, who has assured me that the refund will be done in next 48 hours.
I am really really hoping that the commitment given to me by an Escalation Manager will be kept and I will get my refund in next 48 hours.