Had a worst experience with Amazon, and I promise I will never go for Amazon again in my life and would not allow any of my knowns also to go for Amazon service.
I had ordered moto g5s phone in exchange of my less than a year used Moto G4 plus phone. Paid rupess 80 extra for fast delivery. paid all amount in advance for hassel free transaction with Amazon.
But after full payment, neither my product came on time as promised nor did they refund my money for their delayed service. Particular marked the addresses as my work address(10 a.m- 6 p.m), the delivery boy came at 8.15 to deliver my product.
After late delivery, when I opened my courier I got a defected handset. on top of that they took my perfectly working moto phone.
Somehow I managed to call customer service, but unfortunately CSE’s of amazon couldn’t understand my issue and kept on transferring the calls to next CSE with a hold of 10 mints everytime.
At last a illiterate girl came over the call, so called escalating manager named Ms. MOHINI also couldn’t help me even after a discussion of 1 hr and sharing handsets IMEI no. and Picture of the defected product on mail.
In complete conversation of more than an hour, instead of providing any productive solution she kept on arguing(please refer to the recording). During conversation she only gave me an alternative of getting the money refunded that too only in amazon cash. When I asked her to provide me her Employee ID, she disconnected my phone. again I had to start fresh from another CSE, which was very frustrating, because it was already my 6th to 7th CSE I was explaining my issue to.
Then finally I asked the CSE to connect me to Ms. Mohini and he held me on hold for 15 mints and after she didnt come on call, another lady came on behalf of her. she again asked me to explain my issue, to which I denied as from 12 noon to 6.30 p.m. this was my 10th CSE I was explaining my issue to with no resolution in return. Then after I denied her to explain, she told Mohini had explained my issue to her. Look at the kind of employees you have. Now this great lady, told me that there is no refund policy in amazon on receiving defective product, only can it be replaced that too will take another 4-5 business days. I requested her that I don’t have a spare phone, can u escalate the process atleast a little bit. how can one survive without a phone for so many days. she accepted that she will escalate Mohini for misguiding on amazon policy.
I Agreed on replacement although frankly I didn’t wanted to, having lost trust in Amazon quality and experiencing such poor service. she arranged a technicians visit and pickup for the next day.
Now comes the great courier boy. he arrived for pick up started the phone and asked me to confirm get IMEI no. on phone. I told him that my phone is not working thats why I have asked for replacement, you can cross check the IMEI no. from the box and technicians receipt. Now He denied to take it back and didnt process it further. Can you please explain me if the phone is not working, how could I get the IMEI no. for this illiterate. it is since last one week, I am struggling with Customer service executives to get the issue resolved. For any request I made, every single person says they don’t have authority to do that, So I request MR. CEO amazon #AmitAgarwal assuming that you might have some authority to help your customer with resolution to get justice with their hard earned money.