This is a complaint against AMAZON INDIA and particularly their Customer Care Services(which is very superficial and robotic in response)
The Amazon India Customer care has not been able to provide any solution or action way forward for a Faulty Samsung TV procured from Amazon. We understand that we had missed on the 7 Day return period. But we have been requesting customer care to take it up with Samsung or the vendor as the TV is in Waranty period.
Amazon India Customer care is just making us run around like headless chicken; asking us to get documents(DOA) from Samsung - which samsung never gives to amazon customers. And asking us to get NO SERVICE in warranty - Estimate for repairs - which we have submitted. After receiving the documents - they say; nothing can be done since it is beyond 7Day return policy period.
Amazon has not once tried to contact Samsung or the vendor or Delivery services to understand issues or faults if any.
Upon many requests to escalate to higher officials, customer care executives give us Email-ID to submit complaint at resolution-india@amazon.in; strangely this email id does not exist. I am not sure if there is a complaint cell at Amazon in India at all, or do they really do not have after-sales value of their India customers. Is there any quality check of products being sold - or are we just getting cheated Robotouchndly.
Please find below details of our complaints with all relevant images:
Kindly refer my order number, Amazon.in Order # 404-0018814-0934773 and various complaints made on the same. Kindly also refer to my many customer-care phone calls which have been made to your executives - resulting to nothing but highest level of frustration in me, a regular Amazon customer - who till now vouched for Online shopping ONLY on amazon.
Please find below my complaint:
1.I had purchased Samsung TV EB40D 101.6(40 INCHES) through order ID 404-0018814-0934773 & TV. The TV was meant as a wedding gift for a friend and was delivered on 11 November 2016. After the arrival of the gift it was not opened - as the friend left for his honeymoon immediately after the wedding.The TV was finally opened by SAMSUNG TECHNICIAN who had come for installation.
The box of the TV had come in an Intact_Automation position with not even a visible scratch on it. Upon opening the TV also there was no physical damage on the Box or The TV itself was seen. Refer attached pictures.
The Samsung technician, who opened the TV and started it found the SCREEN was faulty. Please check the images Attached of the TV upon starting.The samsung technician went back stating that he would provide a report to samsung and request for replacement because TV is still in warranty period.
2.However, nothing was received from Samsung. And after much persuasion SAMSUNG informed us that TV screen is damaged / broken. They are refusing to address to the problem even though the TV is in warranty. Samsung has told us that it is DELIVERY FAULT hence the cannot replace the TV.
Samsung has given us an estimate of Rs 24000 for repairs of LCD. Please find that attached.
Since this is not our fault and there is NO DAMAGE to TV either on the packaging box or TV itself; we would request AMAZON to look into this matter and provide us with the replacement. It is clearly either the fault of SAMSUNG as the product is internally damaged or it is a replacement product of somebody, Or The vendors selling on portal.
3.I have been pursuing this since the TV was opened on Jan 07, 2017. You may review my calls and emails. Amazon executives are nothing but sweet talkers providing no information. First they asked us to get DOA. We followed up with samsung, but Samsung says they does not have a policy of giving DOA - DEATH ON ARRIVAL letter to AMAZON CUSTOMERS. They do not share it with us! They give that to their to vendors only. And I purchased the TV from Amazon hence they do not give to us. They have denied the service, and provided us with estimate for repairs. I informed this to Amazon.
Next your executive asks us to provide an official Estimate as a proof that Samsung is Denying to service to the product even if it is in warranty. Executive clearly mentioned that estimate should be on Samsung letter head and signed. Executive Anu mentioned that we will get a call from them in 48 hours. We followed up with samsung and provided the same. However NO ONE from amazon called. Instead another email from your executive Gagandeep was received immediately following my mail stating "I have checked the previous annotation about the conversation on the call with my executive with you as he have told you to send the service denial letter Death on arrival letter(DOA) to us so that we would be able to forward it to the concerned team as a proof in order to create return for this item."
Again misleading us back. Clearly he did not even check my requests and previous calls.
I sent a response explaining this whole thing again. But there was NO RESPONSE either through email or phones from your side.
4.Again we called today and were blankly told since the item is beyond the RETURN POLICY time, Amazon cannot help us. Why are all your executives talking in different languages. It is strange and unbelievable that AMAZON does not even care to respond in a thread properly. We have already wasted 10 days and there is no response. Your executives also did not want to share an Email id; where we can register our complaint. After much persistence I was given this id of resolution-india. I am surprised why?
I would like to reinstate that this is not the first time I have bought a TV from Amazon. And all the previous products have been good. Hence I have trusted your services. Otherwise I would not have chosen to buy an expensive product online for a wedding gift.
I am aware of Amazon policies and understand what it means to call AMAZON for help after the return date is over.
Amazon needs to understand that it is important to COMMUNICATE with their customers and discuss their problems; if they are facing any. I am surprised by their " WE DONT CARE" attitude.
Amazon should have taken it up with Samsung or the vendor to atleast find out why DOA is not given to the End buyers. Samsung as a big brand can sell defective TV on your portal and you do nothing about it. It is strange!
I would request you to kindly review this problem, if you cannot at your level sort it - escalate it to higher authorities in Amazon; as it important that your customers dont get cheated by your vendors / delivery people or by companies selling their products on your portal. Does Amazon even check or test the products being sold on its portal. Because we buy it from your portal trusting you.
This experience clearly explains - why in first place we should NOT go for ONLINE SHOPPING; especially NOT IN INDIA. Even Internationally Reputed companies like Amazon and Samsung - clearly dont care and provide low grade services in India.
I hope my grievance is looked into - and a proper resolution is offered by you.
Regards
Smit Malhi
9810528308
P.S. FIND ATTACHED the original estimate, photograph of product, invoice from Samsung even though there IS NO PHYSICAL DAMAGE to the TV - unlike mentioned in their tech report.