I ordered Motorola Moto E6s handset from flipkart.com, on 19-Jan-20, which was delivered to me on 20-Jan-20. As the bottom part of the phone, the display has a grey patch of around 1.5 to 2 inches, I requested for a replacement of the same on 21-Jan-20.
Accordingly, a technician’s visit was scheduled for 22-Jan-20. The technician Mr. Adarsh from jeeves.co.in did accept that the display was "faulty", however, he misinformed me regarding the procedure of return. As per him, he uploaded the pictures of the faulty display that he clicked on his phone to their portal and that I would get a status update from Flipkart within two hours of him uploading the pictures. This was the first time ever, that a technician visit was scheduled for a problem I faced. Moreover, flipkart.com had not given me any details regarding the procedure to be followed, rather the precautions to be taken while handing over the phone to the technician, hence, I believed in whatever information he provided to me.
However, as soon as he stepped out of my house, notwithstanding what he told me regarding the faulty display, he cunningly and arbitrarily rejected my request for a replacement. As soon as I found out about it, I called Flipkart toll free customer care number 18008899898 and informed them about the issue at length. I also specifically complained about Mr. Adarsh, and asked their customer care executives to make a note of his name in my complaint, and take the strictest action against him for uploading fake details.
Thereafter, another technician visit was scheduled which was to take place on or before 27-Jan-20. Accordingly, another technician Mr. Satish from jeeves.co.in called on 24-Jan-20 and asked to come the same day. As I was busy on that day, I asked him to come on 25-Jan-20, to which he agreed. Accordingly, I got an SMS from VKjeeves confirming that the appointment was rescheduled to 25-Jan-20 at 12:00 pm.
As the technician did not visit my site till 12:00 pm on 25-Jan-20, I called back on the number +912271872225 from which he had called on 24-Jan-20. Ironically, this call was received not by Mr. Satish but by Mr. Adarsh against whom I had complained. Over the phone, he once again lied to me that my request for replacement was rejected because I had not backed up the data in my phone. If that was the case, then he should have informed me about it. I would have done a factory reset right in front of him. In my case, the phone display is faulty, in some other cases, the display could be broken or the back cover could be broken. In all these cases, is data backup a mandatory requirement? As I could no longer take his lies, I told him to send Mr. Satish for a site visit instead of him. He once again very rudely remarked that Mr. Satish is busy at the moment and will come if he gets time.
On the same day i.e., on 25-Jan-20 at 17:01 hours, I got another call from +912271872225 from Mr. Pervez Ansari (not sure if it is spelled as Pervez or Parvez). According to him, Mr. Adarsh asked him to visit me instead of Mr. Satish. During our phone call, he divulged a VERY IMPORTANT & CONFIDENTIAL piece of information regarding their performance rating. As per the information provided by him, their performance is rated "GOOD", if they "REJECT" the customers’ requests for replacement and vice versa. Further, he has also confessed that the genuineness or otherwise of the customers’ complaints has no bearing on whether their request for replacement will be "ACCEPTED" or "REJECTED". It is purely on the basis of the "REPORT" provided by them.
The second technician visit NEVER HAPPENED and on the morning of 26-Jan-20, I learned that my request for replacement has been rejected. During this period I spoke with several of their customer care executives. A few of them being Ashish (22-Jan-20), Vishnu (23-Jan-20), Neelam (25-Jan-20), Aditya (25-Jan-20), Sanjay (25-Jan-20), Abhishek (25-Jan-20), Paramjeet (26-Jan-20). All of them say only one thing: "Aap nishchint rahiye. Aapki puri sahayta ki jaayegi", without giving a damn about the customer’s problems. In my opinion, as a cost-saving measure, they should just program to repeat this every 30 seconds in their IVR, instead of hiring and paying for these employees.
Also, after logging into my account, going to my orders page, and selecting the appropriate order, I have raised issues several times with this product. Miraculously, all of them get resolved, without any intimation to me!!!!
On searching the internet regarding jeeves.co.in, I have found that many of the directors are associated with Flipkart.
From all of the above, I infer the following:
1) It is very likely that the products sold on Flipkart as "NEW" could be "REFURBISHED", and hence "DEFECTIVE".
2) Flipkart and jeeves.co.in are associated companies
3) Flipkart and jeeves.co.in through their technicians COLLUDE TO CHEAT CUSTOMERS BY REJECTING THEIR GENUINE REQUESTS FOR REPLACEMENT OF FAULTY PRODUCTS
4) The technicians have powers more than judges of High Courts and Supreme Court to give the one-sided report, without requiring the customers’ sign-off
5) The only way to get your request for replacement approved by the technician is to give them a handsome BRIBE. That is the only thing that will make them go against their employers.
I want the following:
1) Return pick-up of the faulty product and a full refund of Rs. 6, 499/-.
2) Return pick-up and refund of the accessories bought along with the product viz., scratch guards/tempered glasses (2 units of Rs. 99/- each)
3) Strict action against all the three technicians viz., Mr. Adarsh, Mr. Satish, and Mr. Pervez Ansari with intimation to me.
4) Strict action against all of your above customer care executives viz., Ashish, Vishnu, Neelam, Aditya, Sanjay, Abhishek, Paramjeet.
Thanks,
Mandar