Times Internet Limited,
Top Floor, 10, Darya Ganj,
New Delhi-110002, India.
- On 16th Aug 2013 I placed order on shopping.indiatimes.com for Panasonic 24 Inch LED TV - TH-L24XM6, and paid `15,500/- (full amount) in advance. The order no. generated was 3002612829.
The product was sent by FedEx courier company on (vide FEDEX AWB: 796529577459) 28th Aug 2013 around 12:50 Pm hrs. The cartoon was that of original packing of Panasonic (no extra care was taken) and the courier boy opened it on my instruction. After opening & switching on the power supply I found that the LED screen is broken. Immediately, I had handed over the product back to courier boy so that they could return back the shipment. I had also called customer care of indiatimes.com so that the product can be replaced.
Customer care of Indiatimes gave me case ID 1057501 for replacement of broken product on 28 Aug 2013.
On 05th Sep2013, the case manager of Indiatimes called me & asked whether the product is with me or not. This is height of the case as numerous e-mail & phone call I had with them on this issue. After confirming the case that the product is with FedEX the courier company the case manager instructed me to call their call centre and register a fresh case of non-delivery of product. I’d done the same & fresh case ID generated by them is 1069640. The resolution date given by Indiatimes is 24th Sep 2013.
Since then I’ m waiting for the resolution of the case, up til now I came to know from the FedEx the courier company that the consignor is not giving any reply to their to their mail of routing back of the product to them as there is issue of freight charges.
Whenever I’m calling to Indiatimes customer care they are apologizing and replying that their case manager will contact me with the update; which they are not doing.
The fact is that I paid for a damaged product which is not with me.
The case manager of Indiatimes is not contacting with me since the last mail I had as appended below.
_______________________________________________________________________________
_
From: customerservice@indiatimes.co.in | Add to Address book |This is spam
To: bireswar_das@rediffmail.com
Subject: Re: UPDATE OF CASE ID-1069640
Date: Wed, 18 Sep 2013 19:19:35 IST
Dear Mr. Das,
I can realize the inconvenience you have faced with this transaction, if I had been at your place, I would have felt the same.
I would like to inform you that your complaint has been already forwarded to the rRajeev_Vermactive department and our case manager will get back to you with the further updates at the earliest regarding your concern.
For your reference, Complaint ID for this transaction is 1069640.
Regards,
E-mail Support
Indiatimes Shopping.
On 9/18/2013 5:25 PM, db wrote:
Dear,
Case Manager / customer service team,
It's more than one week passed since I had a correspondence over mail with you.
As the time limit of 24 Sep 2013 for the resolution of the above case as given by
you is fast approaching so I want to know the progress of my refund.
The reason :- I'm following up with your call center regularly and reply from their
end is "our concerned team is doing necessary work over the case, they will call you
within 48 hrs." But the last call was from your end on 09 Sep 2013.
BIRESWAR DAS