Online companies like Flipkart have started the new trend of ‘exclusive’ launch of mobile phones in India. These phones are with high specifications and with competitive pricing, so that customers are lured into buying them, even though they have not physically seen or used the phones, but trusting the retailer and reviews posted by other customers.
I also have been a victim of such a smartphone purchase. The phone is Asus Zenfone 5, which was extremely price competitive and with mind boggling specifications. It was the only 2 GB RAM phone to be launched under 10K INR. I was impressed and pre booked the phone on the launch date itself.
The factor that motivated me to buy this unseen, unused phone was the trust in Flipkart, which by now has become the default name in Indian online retail space. As promised and expected I received the phone in 2 days after the date of purchase. I was extremely satisfied with the look – feel of the phone and immediately gave 4 star for the phone and gave a detailed review highlighting the features of the phone.
But as it is said about a newly married wife, the true colours of the phone started showing in. It used to get switched off and become irresponsive only to start after 1-2 hours. Occasional heating up and sudden battery drains become common after 2-3 weeks. But considering these are standard issues with smartphones today, I chose to ignore the same.
However the shock that came was after 60 days, when the phone got heated to such an extent that I was not able to touch the same. The phone was switched off( as it used to happen many a times), but the screen was completely shattered/cracked in small lines across the entire length. Mind you this has happened without any external shock.
The phone was still hot when I touched and was not starting. On leaving for about half an hour the phone started working again without any problem. The surprising part here is the glass used is famous and most advanced Corning Gorilla glass 3. I also verified the same from official webpage of Corning.
As a shocked customer I wrote my complaint to flipkart customer service hoping for a refund, as it was only 60 days from date of purchase. But to my shock the customer service was nothing like I had heard off. Instead of bothering about why such a case happened they were just uttering the same lines of “30 days return policy”and “1 year manufacturer warranty”. Now going to the service centre of mobile phones for damage is a common issue and is understandable.
However the bigger question is the quality of ‘high speced’ phones that are being launched by Flipkart. And the role that they play in regards to the quality of products that they sell. Now flipkart is not a mere shopkeeper selling products off the shelf. But one who proactively identifies & consults the manufacturer, selects the specification and the design, negotiating the price, validating the mentioned specifications, importing the product, marketing the product and exclusively launching the product.
Now the question to be asked here is what is flipkart’s role in cases where there is a major quality problem, as in this case. Now a gorilla glass screen breaking on its own is more a minor issue. On doing some basic research I came to know that the product in question, ASUS zenfone has a major problem of heating up and switching off and came across people who have returned the phone within 1st week of purchase. Even customers who got a replacement of the same phone only to return again because of a heating problem. So when it is obvious that the product indeed is of a substandard quality which can also be potentially harmful, is Flipkart aware of the same? If they are aware are they taking any action on it and ensuring that customer interest is safeguarded.
Well from my interaction(6 mails and 5 lengthy calls) the answer seems no. The attitude of flipkart customer service was very clear. Their responsibility towards the customer is only for specified 30 days after purchasing the product. After that whatever happens they are not bothered at all! They did not even care to know about the problem and answer my queries as to how a phone screen of most advanced quality can crack on its own because of heat!
Well justified. After all a company is not required to be ethical any more. But it is for the customers to decide how much to trust these ‘exclusive’ phones and how much to trust the retailer as these manufacturing companies are new entrants and not major players. Flipkart will very well launch a new phone after a month and customer complaints like mine would not have an effect on future sales of the product, as the product itself will get outdated by a different product in a matter of few months.
There is a possibility that companies like flipkart in their attempt to conquer the market are dumping inferior quality products in India and there should be strict regulations in place to keep a check on these online retailiers. Hope it would not be far when customers understand the true picture and hollow claims of these retailers.
