Unpaid Employee of Amazon!!. Review on Amazon

Dear Amazon,

I don’t know where to begin from .Whenever a customer places an order it is not always a want sometimes it can also be a need.

It started from the 11th November 2017:I lost my phone .I didn’t have my phone .I am a working women so I need one to be in contact with the office even after working hours and I need to be in contact with my family during my working hours. In short I have to be available.

On the 13th November 2017 I ordered a phone from amazon(Order # 171-3136131-8814719)

Before placing the order I had a word with the customer care Executive as I wanted to en quire about the refund policy on the product .The customer service executive told me that no issue if there persists any fault in the product the product will be taken back by Amazon(Amazon fulfilled policy) .My concern was with regard to the refund she thereby assured me saying I don’t need to worry by whichever payment method(credit card in my case) the refund will be initiated.

Leading me with the confidence and trust. As with the other eCommerce websites this was the expected reply.

The order was delivered one day after the expected delivery date.

DISAPPOINTMENT #1

The product was in my hand all set to go then I noticed the weird behavior of the phones camera. It couldn’t meet the specification as mentioned.

DISAPPOINTMENT #2

I thought NO ISSUE like the normal return procedure in other online eCommerce this will be easy enough and they will understand the problem

I tried calling the customer care from my friend phone(as I have lost my phone)

The executive informs me that I cannot return the product

DISAPPOINTMENT #3

I explained him that I was assured by the previous executive and she told me without any hassle it will be returned and the amount will be refunded

He told me that, ” sorry ma'am she must have mistaken and she has provided you with the wrong information”.

DISAPPOINTMENT #4

I mean are you people not making peace with the terms and policy prior to discussing it with a customer

I explained him how badly I require a phone for my daily routine and I’m living without a phone

He told me after a 42 minutes conversation that “ma'am all I can do from my end is replace the product.

DISAPPOINTMENT #5

Why do you think I will waste my time on the same product I’m not here to test you're products

I asked him if the replaced product can be other than the ordered one .He denied.

DISAPPOINTMENT #6

I asked him for what after that?

What if that product is also similarly bad?

He assured me that if in case of any fault encountered with the product he will refund the amount.

I asked him as my payment method used was Credit card in how many days will I get the amount back .He told me that he cannot share this with me at that time .

DISAPPOINTMENT #7

Out of curiosity I questioned him that what if the next customer executive also reply’s the way he replied to me with a sorry and the previous customer executive has given you a wrong information. He confirmed that it won’t happen again and he will follow up with the same.

He initiated a refund request from his end. As customers are not given this liberty.

The pickup was scheduled.

Even after two days of requesting the pickup there was no agent to pick the product and every day after coming back from work I felt like I was an unpaid employee of amazon as I had to call the customer care executive and verbally explain them every detail again and again.

DISAPPOINTMENT #8

The product was taken by the agent

The delivery of the replaced product delayed by two more days.

DISAPPOINTMENT #9

I called the CE again enquired about the replaced product as the tracking details were not getting updated on my dashboard(Website)

DISAPPOINTMENT #10

The replaced product entered the house I was already expecting the same issue to prevail.

But this time it was even worse.

The device heated up unnecessarily till 46 degrees Celsius

DISAPPOINTMENT #11

I contacted the CE to further return the product she again asked me to go through the test, I patiently executed the same.

She understood the reason thankfully! And initiated a return and refund process

Nothing was updated on my dashboard still.

DISAPPOINTMENT #12

The pickup again got delayed by 1 day

DISAPPOINTMENT #13

I again had to contact the team till this time I was in tears and exhausted .I literally felt helpless and you were ruthless.

I explained the entire scenario again to the team to help me.

They took the product back .the refund was initiated after one day of they getting the product. Instead of immediate refund initiation

DISAPPOINTMENT #14

Never felt Tortured to this extreme Ever before:')

Ignoring the fact that a lady is without a phone, and no follow up from the team and no priority scheduled even after asking for it; has hollowed my reliability towards Amazon.

I’m sorry but this is not what was expected from a firm that runs as the India’s biggest online firm

These 10 days of mentally draining a human even after the human, being at the lowest is remarkable.

Regrets,

Sad/Upset/DISAPPOINTED Customer:)