Jun 29, 2013 05:48 PM
4851 Views
This is in reference to my Flipkart Order #OD30624073773 I had ordered a Sony Experia L worth Rs 17700 on 24 June 2013. Surprisingly, the package that got delivered today i.e 29 June 2013 contained Nokia Lumia 510 worth Rs 7500. I am really surprised as to how the Sony Xperia got transformed into Nokia Lumia 510.
Contacting the Customer Care(CC) in itself is like fighting a war. Once the call got connected to CC, the IVRS kept me waiting for 3-4 mins every time. Finally lady luck shined on me and I got through to a human voice. By the time I explained my problem to the concerned individual, there was total silence from the other end, and very conveniently the call used to end on its own. Had it happened once or twice I would have definitely understood. But the same thing happened 4 times in a row. That was almost 30mins of futile exercise on my part to be able to speak to someone from CC.
Since I was at the receiving end because I made the cardinal mistake of ordering a product through Flipkart, I had no choice but to try to contact CC again. Finally somehow I got connected and explained my problem to the CC executive. I was told that my complaint has been raised to the concerned team and I would be hearing from them shortly. Correct my knowledge of time if I am wrong, but I always thought “shortly” meant something like 10mins, or 20mins or 1hr or max 2hrs. But alas, the folks at Flipkart follow some other time pattern, because even after 3 hrs of speaking to the CC executive, I was left high and dry waiting for their call.
With no option left for me, I again got into the rigmarole of contacting the CC. This time I was told that the faulty items delivered to me would have to be sent back to the retailer through courier, and then he would ship me the new product. Asking about the time frame that it would take for this process to complete, I was told that it would take another 3-4 days.
Now someone please explain this to me:
-Time for the courier guy to pick the faulty product from my home they say is 24-48 hrs.
-Time for it to be couriered back to reseller: 2 days.
-Time for the reseller to ship me the new product: 1 day
-Time for the new product to reach my house in Jabalpur: 4 days.
Total time reqd: 8-9 days starting from tomorrow.
And still they say it would take max 4 days for me to receive a replacement. Folks at Flipkart really have to get their mathematics right.
I calmly told the CC executive that if that is the time that it would take for the replacement, then I would like to cancel my order today, and place a fresh order so that it gets delivered at my place in next 4 days.
Now come the best part. I was told“Sir, you cannot cancel the order because you have already received the product.”
My questions are very simple and basic:
Is it my fault that I got the wrong product delivered?
Why can’t I cancel my order right now, since I have been delivered a faulty product?
Why should I wait another 10 days to get a replacement for no fault of mine own?
What about the waste of time and waste of effort that I have to put in, just to ensure that what I ordered gets delivered to me ?
What about the mental agony that I had to face because of all this?
As I was writing this mail I got a call from someone in Flipkart identifying himself as the team leader. And all he told me was “Sir I understand your concern, I apologize, but there is nothing that we can do. You have to wait for next 8-10 days for the delivery of your goods.”
What am I supposed to feel after hearing from him?
All I can understand is that the guys at Flipkart are holding me for a ransom. I made the complete payment, I gave the complete address, and now I am being made to suffer because of this.
I really don’t know whether flipkart would even read this mail or not. But they have left me with no choice.
