I ordered 02 iPhone(6281918113 and 6281747963)in the month of October’18 and was expecting shopping vouchers against each of them as per ongoing offer. After couple of days of placing order, contacted customer service as didn’t received any voucher. At that time I was assured that issue will be resolved soon and you’ll receive vouchers via email. October ended but no voucher received!
In the month of November, I was deputed outside India for 03 weeks so entire November went in travel arrangements and travelling. Due to this, I missed to follow up on my query.
I came back on 02Dec and unfortunately my mom passed away on 05Dec. That was unexpected and me/family were in trauma. It took almost 02 months for us to start focusing on life. I wish that was never happened, Miss You MAA!
In February’19, realized that no voucher is delivered. I spoke to Prakhar and explained him the situation. He said, we had sent only 01 voucher back in Oct to the registered email id. I was shocked as entire month I was waiting for vouchers to be delivered only. Anyways, I requested him spell out the email id just to be sure that it is correct. He spelled I for India whereas it is l for Lima actually. I corrected him there and then and asked to send the voucher to the correct email id.
On call itself I received the voucher however that was expired as it was issued in Oct’18 and valid till 90 days only. When I demanded to reactivate the voucher as that was not my fault, Prakhar asked to share the error screen shot so that he can escalate and get the voucher reissued/reactivated asap.
Since 16Feb, the day when I had word with Prakhar a lot of emails have been exchanged and every time I received the same robotic answer, voucher was sent in Oct and now expired as not used within the validity. Every time I tried to explain these dumb people in a different way that it was not fault as you people sent it to the incorrect email address initially.
On 24Feb, again I spoke to some guy and after wasting my 15 minutes he connected me to so called supervisor, Josy. No result came out as she also acted like mindless robot and keep on repeating the same thing. I asked her to spell out the email address and she also did the same mistake. When I corrected her, she started making excuses that I(India) and l(Lima) are quite similar that’s why spelled incorrectly.
When I asked where I can escalate this matter further, she said nowhere as it’s them only who decides what to do. After a long argument she asked me to wait for 24 hours as arranging a call back from other department. Like vouchers, no call received till now which is very disappointing.
At the end, I thought mouth shut community can make a difference and hope people can decide to place an order or not on Paytm Mall. As per me, post sales team is USP of any e-commerce company as they are face of the organization.