Everything that I say below is truthful.
I bought a product(a phone) from Amazon India(order number 402-1116242-1216313). The Amazon reseller defrauded me by selling me a used product as new. The cost of the item was more than Rs. 10000. The fraud was discovered when the item stopped working and the authorized service center for the product declined to repair it because they found out that the product was originally sold 3 years earlier.
What Amazon Customer Service did after this is almost disgraceful. First time I called them was around March 15, 2023. Today is May 4, 2023. Amazon Customer Service(ACS) is so bad that I cannot believe that I am working with one of the biggest world corporations.
Here is what is going on:
- ACS did not give me a ticket number. So, every time I call them, I have to start the whole story from the very beginning. Even when I tell them the order number, they shamelessly ask me to recite the entire story again. They have no way to quickly trace the history of a complaint.
- They asked me to send them documents that are easily available with them(sales invoice etc.).
- In addition to the items in 2, they asked me to send additional documents(which is OK, but.)
- I have sent them the same documents three or four times. They expect me to maintain the entire history of the case and furnish it to them every time I call them.
- They apologize superficially but do nothing. e.g. They would say that they know how I felt. After saying this they do nothing.
- Every time I call them, they come up with a mononym as the name of the customer service agent. I do not know if these people are real or just some random names. Last three people that I talked with were Prakash, Swati and Shubham. I have talked with about 25 other names over a span of about 45 days. There is no way to have a reference for a name. You will never talk to the same person twice. I directly asked Prakash who talked with me earlier today if Prakash was his real name. He declined to answer.
- Amazon’s every intention is to make me give up. And the behavior of the ACS agents is remarkably predictable. Their modus operandi is:
A) Ask the case history.
B) Apologize superficially.
C) Ask the customer to wait for 5-7 days.
D) Do nothing and do not follow-up.
These four steps A through D have happened with me about 6 times. When I get upset, they promise to escalate the issue. So far, my issue has been escalated 2 times.
- If you want to talk with a supervisor, what happens? You guessed it right. Amazon makes you talk with another mononym. And this mononym might very well be just one of them(not a boss).
- Amazon seems to be deeply committed to their fraudulent resellers. The last I checked the group that defrauded me is still selling on Amazon.
- This is an open and shut case. The fact that Amazon(or its agent) sold me a used product as new will always remain true. It was always true. It is not a matter of interpretation or policy. You do not sell used items as new. Amazon should have refunded me the full cost of the item at the first contact. I have worked with them for about 45 days(and counting).
- The reseller whom I worked with is of course fraud. But now it appears that Amazon India is also a fraud and co-accessory.
- The truth is that I bought this phone for a very poor student who cannot afford to buy another phone. She bought this phone to prep for an exam. Due to Amazon’s frauds and delays, a life is very negatively impacted. The student did not have a phone right at the time of exam when she needed it. I TOLD AMAZON THIS FACT ALSO. To no avail!
- I repeat that everything I wrote above is true.