Apr 30, 2016 08:58 PM
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Please take time to go through the series of communication, you'll get more than a review:
Dear Ms Chowdhury of Nike,
It is extremely disappointing that in spite of all these communications Nike has again sent back a blunt answer. Some lessons are learnt very hard. I have now understood that I have wasted my time and energy in explaining the matter to M/s Nike. All through I had thought that as there is no telephonic talk possible, it is imperative that I explain things for understanding of my logic to Nike. However, now I am convinced that higher level employees of Nike also are hired and trained to work like clerks, and they are not allowed to apply logic, fairness or the education presumably they have been hired with. This reminds me of an era when Indian officers employed by foreign rulers were acting unfair on fellow Indians only, just to justify their employment.
Please refrain from doing such unfair business.From my side, I shall, make it known to all I come across about what has been mated out to me by M/s Nike.
Regards,
S Bhattacharjee
On 29 April 2016 at 17:34, Chowdhury, Sudipta wrote:
Dear Mr. Bhattacharjee, Thank you for your email.
We appreciate your faith in our brand and products, however there are certain facts that are there with multiple exceptions with regard to this claim as mentioned below.
· Product is purchased on 60% discount. No warranty is offered, the same is updated in Myntra website and Nike policy as well.
· From the date of billing also it is more than a year old.
· That there is no manufacturing defect on the product and as per the details sent by you the sole is completely worn out.
As updated earlier, we regret we are unable to service your claim.
Best Regards,
Sudipta
Nike Consumercare Policies @ https://nike.com/in/en_gb/
From: Surajit Bhattacharjee [mailto:sujitda@gmail.com]
Sent: Monday, April 25, 2016 3:25 PM
To: Chowdhury, Sudipta; Consumercare India; Myntra Customer Service
Subject: RE: Your Myntra order has been dispatched from the warehouse [Incident: 160330-004401
Dear Ms Chowdhury,
Thanks for your mail.
My observation to your response to my letter is as below:
You have simply stated the fact which is already known and redundant. I had a lot of hope(when I wrote to a senior level of M/s Nike) that the matter would be rationally examined and solution would be provided. But to my dismay, I found this response also is nothing but a merely clerical stereotyped one devoid of any sincere intention to solve the problem of the customer.
Following have been communicated, in a nutshell, in your letter:
As the shoe was bought on discount, warranty is not valid. Please note that this fact was only in the fine print put in clandestinely somewhere in the english junk which you call your "terms and conditions". Or shall I understand Nike sells only seconds or defective product when it offers any discount?
Rs 15000/- shoes getting damaged in a year after 40 odd uses is not a manufacturing defect. If it is not what defect is that by which a much hyped shoe such as this gets "punctured"?
Nike is proud that there is no repair services. So an expensive shoe has to thrown away jut like that.
It is a matter of concern that Nike India team is built up of a bunch of staff who in the name of protecting company interest, has decided to put forward a lame and ridiculous reasons to reject my claim. Or is it because Nike is aware of Indian enviTestingronyent and just considering I would have no time or inclination to seek legal course, sent me a reply which is not at all acceptable.
I had been requesting for a one to one discussion but it seems Nike India Policy does not allow them to do so.
Madam, please review, reAnasultanlyze the matter as higher mAnasultangement and come back to me with your final reply.
I shall stand by for your final response.
Regards,
Yous sincerely,
Surajit Bhattacharjee
B-503 Mansara Apartments
Vasundhara Enclave
Delhi, Delhi 110096, India
Phone number 09871795211 On 25-Apr-2016 11:31, "Chowdhury, Sudipta" wrote:
Dear Mr. Bhattacharjee, Thank you for your email.
We have re-evaluated the details at our end and we understand that the product was purchased through Myntra in February 2015 on a discount of 60% on the MRP(as per the invoice sent by you, the discount offered was Rs.8997/- against MRP of Rs.14995/-). That while you contacted us, the purchase was already a year old.
The facts based on these are as follows:
· Product was purchased in February 2015 and hence more than a year old purchase .
· It was purchased on 60% discount on the MRP and hence no warranty was offered as per the Nike Consumercare policies, the same information is updated on Myntra as well(no warranty as high value discount is offered on the same). We had still reviewed the issue in the product as mentioned by you and however on evaluation of the photographs as sent by you, we understand that the condition of the same is not due to a manufacturing flaw and is due to usage issue as the sole is rubbed and worn out.
For a product to be replaced, the issue / damage should be one caused by manufacturing defect and not due to handling or usual wear and tear.
Also, we do not offer any repair services.
We wish to reiterate that we value our consumers and do everything that is mutually right. It is in the same spirit that we have been communicating with you. However as per the details we understand that the condition of the product is not due to a manufacturing flaw.
In this instance, as per information provided by you, we regret we are unable to service your claim for a repair or replacement at this point of time.
Best Regards,
Sudipta
Nike Consumercare Policies @ https://nike.com/in/en_gb/
From: Surajit Bhattacharjee [mailto:sujitda@gmail.com]
Sent: Thursday, April 21, 2016 2:20 PM
To: Chowdhury, Sudipta
Cc: Consumercare India
Subject: Re: Your Myntra order has been dispatched from the warehouse [Incident: 160330-004401
Dear Ms. Sudipta Chowdhury,
Greetings from a Nike Customer!
In reference to the trailing mails, I turn to you for resolution of my issue. I do not intend to repeat the issue all over again. However, if the technical details of the issue or chronology is to be referred, they are documented in the trailing mails.
I shall summarize the issue flat and simple. My Black Air Max 2014 Running Sports Shoes, which was bought at a discount and now technically beyond warranty period got punctured during reasonable use(around 40 days of normal use). As the shoe is far too very expensive for me to throw away, I requested for a repair or a replacement. Nike has expressed inability to replace or repair as a routine matter. subsequently after several communication, when I sought a redressal at a higher level, I was asked to appeal to you.
I request you, madam, to examine the case in spirit, exercise your discretion, considering the case as an exception and advise a replacement of the shoe.
Your kind action shall restore my faith on my most favorite sports brand I have ever used in my life.
I shall eagerly await your favorable response.
Regards,
Yous sincerely,
Surajit Bhattacharjee
B-503 Mansara Apartments
Vasundhara Enclave
Delhi, Delhi 110096, India
Phone number 09871795211 On 18 April 2016 at 15:42, Consumercare India wrote:
Dear Mr. Bhattacharjee, Thank you for writing to us. We wish to inform you that you can further write to Ms. Sudipta Chowdhury on her email id sudipta.chowdhury@nike.com for further reference and assistance.
Should you need any further clarifications on this subject, we will be happy to assist you at Nike India’s consumer care.
You can coordinate with us on the below mentioned helpline number:
1800 102 6453
Best Regards,
Rakesh Saha
Nike Consumercare Policies @ https://nike.com/in/en_gb/ From: Surajit Bhattacharjee [mailto:sujitda@gmail.com]
Sent: Friday, April 15, 2016 1:53 PM
To: Consumercare India
Cc: Myntra Customer Service
Subject: Re: Your Myntra order has been dispatched from the warehouse [Incident: 160330-004401
Dear Mr Saha,
It is regretted that NIke is repeating the same matter again and again like a machine. Please note that I am not referring to a odd manufacturing defect, instead my humble submission is that it is a inherent defect that the expensive shoe got damaged in a year with normal and sparingly use. I feel I deserve a better deal from Nike by way of a replacement or a repair. As there is no repair scope, I request that a suitable replacement may be provided to me to restore my faith on Nike.
Please give me the telephone number or allow me to talk to the in-charge of Nike India division who would understand what my point is. I hope you would do this favour at least.
Regards
Surajit Bhattacharjee
B-503 Mansara Apartments
Vasundhara Enclave
Delhi, Delhi 110096
India
Phone number 9871795211 On 15 April 2016 at 13:03, Consumercare India wrote:
Dear Mr. Bhattacharjee, Thank you for writing to us. We wish to reiterate that we value our consumers immensely and do everything that is mutually right. It is in the same spirit that we have been communicating with you.
We would request you to refer the below mentioned exceptions that cannot be considered simultaneously by us.
Product is more than a year old and the same is well over the warranty period(6 months from the date of billing)
Product is purchased on a discount of 40% on the MRP and the same is not considered for claims as per the Nike consumer care policies
Therefore, we regret we are unable to service your request.
Should you need any further clarifications on this subject, we will be happy to assist you at Nike India’s consumer care.
You can coordinate with us on the below mentioned helpline number:
1800 102 6453
Best Regards,
Rakesh Saha
Nike Consumercare Policies @ https://nike.com/in/en_gb/ From: Surajit Bhattacharjee [mailto:sujitda@gmail.com]
Sent: Friday, April 01, 2016 4:55 PM
To: Consumercare India; Myntra Customer Service
Subject: Fwd: Your Myntra order has been dispatched from the warehouse [Incident: 160330-004401
Dear Nike and Myntra,
Please refer to several communications we had on the above subject. It seems Neither Myntra nor Nike has any inclination to service my request and they are just waiting for me to get tired and stop pursuing. What is unfortunate is both have chosen to quote "contract condition" as an excuse for not able to address my problem. All through I have been saying that my service request arguments bases on the ethics and natural, logical considerations. It is an expensive shoe and I refuse to accept that it will be damaged after sparingly used.
I request you to review the matter once again and provide me with a suitable replacement or arrange for repair of the damaged shoe, even if the same has to be done as an exception.
I am sure I shall not have to take the matter to various social media, international level of Nike and other consumer groups for redressal.
Regards
Surajit Bhattacharjee
B-503 Mansara Apartments
Vasundhara Enclave
Delhi, Delhi 110096
India
Phone number 9871795211 - Forwarded message -
From: Consumercare India
Date: 1 April 2016 at 14:42
Subject: RE: Your Myntra order has been dispatched from the warehouse
To: Surajit Bhattacharjee
Dear Mr. Bhattacharjee, Thank you for writing to us. As discussed with you over the phone today, we have re-evaluated the details sent by you and understand that the product is well over the warranty period and the same is not considered for claims as per the Nike Consumer care policies.
It is not our intention to disappoint you at all and there is no reluctance at our end to attend to the problem that you are facing but we are unable to process the claim more because of the reason that the facts placed before us put the matter into a situation which is strictly not within the consumer care policies of Nike.
Thus, in this instance we regret we are unable to service your request.
Should you need any further clarifications on this subject, we will be happy to assist you at Nike India’s consumer care.
You can coordinate with us on the below mentioned helpline number:
1800 102 6453
Best Regards,
Rakesh Saha
Nike Consumercare Policies @ https://nike.com/in/en_gb/ From: Surajit Bhattacharjee [mailto:sujitda@gmail.com]
Sent: Monday, March 28, 2016 7:54 PM
To: Consumercare India
Cc: Myntra Customer Service
Subject: Fwd: Your Myntra order has been dispatched from the warehouse Dear Mr Rakesh Saha,
Thank you for your response.
I am constrained to believe that claim made in your communication about Nike customer commitment and customer satisfaction is a mere statement and devoid of any truth and sincerity. Blunt repeated reference by Nike and Myntra about expiry of warranty period do reflect on their insensitive approach to customer concerns.
Please note that I have subjected the shoe to normal use only for merely 40/50 calendar days before the shoe has punctured(picture attached again). Agreed, warranty period is officially over, but Nike product with a price tag of Rs 15000/- is not expected to such flimsy that it fails in such a small period. It is difficult for me to imagine that Nike oRobotouchgation towards this "wonderful-state of art" product ceases to exist right a day after warranty. As you have mentioned you have no repair policy, do you want your customer to throw away such an expensive product just like that?
Does Nike's inability of service the claim for a product brought at a discount more than 20% mean that discounted Nike products are actually of inferior quantity and therefore Nike can not commit warranty on those.
Both the situation above is unacceptable and lacks logic. I insist that the issue may be referred for redressal at Nike mAnasultangement who I am sure will will have requisite wisdom and zeal to Anasultanlyse the matter and provide me with a replacement of the damaged faulty product thereby not compelling me to take the issue to other forums.
Please update me at the earliest.
Warm regards,
Surajit Bhattacharjee
B-503 Mansara Apartments
Vasundhara Enclave
Delhi, Delhi 110096
India
Phone number 9871795211 - Forwarded message -
From: Consumercare India
Date: 28 March 2016 at 17:07
Subject: RE: Your Myntra order has been dispatched from the warehouse
To: Surajit Bhattacharjee
Dear Mr. Bhattacharjee, Thank you for writing to us. We at Nike are committed to our consumers and always work towards keeping our consumers satisfied with the experience of shopping with Nike. Please be informed that as per our replacement policy, a product can be replaced for any manufacturing defect only, within its warranty period of 6 months from date of purchase along with the original Nike retail receipt.
As discussed with you over the phone today, we understand that the product is over the warranty period and the same is not considered for claims as per the Nike consumer care policies. We appreciate that you have faith in Nike and we are happy to respond to your queries & requests. Unfortunately, we are bound by our consumer care policies and cannot deviate from the same, which you will appreciate has been developed after due consideration for our products, consumers and global experiences.
In this instance, as per information provided by you, we regret we are unable to service your claim as the product is more than a year old and purchased on a discount of more than 20% on the MRP as well.
Also, we regret we do not offer any repair services. Hence, we regret we are unable to assist you on the same.
For more reference on the Nike repair policies, we request you to refer to the below mentioned link:
https://help-all.nike.com/app/answers/detail/article/contact/lang_local/en_in/a
_id/16775
Further to this, for more reference on the Nike Consumercare policies related to replacement and warranty of a product, we request you to refer to the below mentioned link: https://help-all.nike.com/app/answers/detail/article/contact/lang_local/en_in/a_
id/16775 Should you need any further clarifications on this subject, we will be happy to assist you at Nike India’s consumer care.
You can coordinate with us on the below mentioned helpline number:
1800 102 6453
Best Regards,
Rakesh Saha
Nike Consumercare Policies @ https://nike.com/in/en_gb/ From: Surajit Bhattacharjee [mailto:sujitda@gmail.com]
Sent: Thursday, March 24, 2016 11:53 AM
To: Myntra Customer Service; Consumercare India
Subject: Re: Your Myntra order has been dispatched from the warehouse
My Nike Black Air Max 2014 Running Sports Shoes( 621077-00) has punctured just after a year of purchase. Date of purchase 25/2/1015. The damage has been caused just by normal use and because of no special use.
The shoe is expensive and this early damage is not expected. Will Nike do me a favour by repairing the shoe. Although I shall be happy to receive a complimentary repair by Nike as the shoe is very expensive for me. However, if free repair is not possible, I am ready to get it repaired against some charges also as I liked this shoe.
I dont know whom to contact. If Nike customer care is reading this communication, they may please advise me.
Regards
Surajit Bhattacharjee
B-503 Mansara Apartments
Vasundhara Enclave
Delhi, Delhi 110096
India
Phone number 9871795211 On 21 February 2015 at 15:01, Myntra Customer Service wrote:
MYNTRA.COM
MYNTRA APP DOWNLOAD
Hi Surajit Bhattacharjee,
We would like to inform you that your Myntra.com order has been dispatched from our warehouse. You will receive your order by 25 Feb 2015
Shipment Details
Order ID: 74987049
Shipment ID: 74987049
Courier Service Provider: Myntra.com Logistics
Tracking Number: ML0018214934
You can track your shipment at any time by going to https://myntra.com/my/order/details?orderid=74987049
Items in this Shipment:
1 . NIKEPriyasha01H109371 - Nike Black Air Max 2014 Running Sports Shoes( 621077-00)
Size
Quantity
Unit Price
Discount
Sub Total
UK6
1
Rs. 14995.00
Rs. 8997.00
Rs. 5998.00
Shipment Value
Rs. 5998.00
Loyalty Cred824it
(-) Rs. 91.50
VAT Paid by Customer
Rs. 642.64
Shipping Charge
FREE
Amount to be paid
Rs. 6549.00
If you need any assistance or have any questions, feel free to contact us by using the web form at https://myntra.com/contactus or call us at+91-80-43541999.
Regards,
Myntra.com Team
India's Largest Online Fashion Store
This mail is intended only for sujitda@gmail.com
