Dear Concerned Authorities.
I am Ashwin Singh, I had ordered a new cellphone Samsung Grand Prime from ebay on 2nd January 2015. I got the delivery of the cellphone on 5th January 2015. As it has been only few days since i bought the cellphone, I was facing a lot of problem on the new device.
The following were my complaints.
1) There is no display light on the below navigations icons of the cellphone.
2) The phone gets hang on every time i unlock my device.
3) At a times there is a full black display on the cellphone, I dont know why?
4) The device gets heated very soon.
5) The Keyword input is not operating properly, as i am trying to type on some other alphabet on keywords and the alphabet next to it is getting pressed.
6) Also the box received did not complete Plastic Pack as you get it in other stores but was packed with a different bubble packing.
I was not expecting this from a big brand like ebay as i have trusted the brand and placed my order from your website. It seems that i have been given a duplicate device or an non-performing device or refurbished old device for sure.
I Made my complain with ebay on 15th January 2015 through email, My claim id- (840977). And I had applied for a refund as Ebay provided with an option of replacement or refund within stipulated time period of 30 days if the product is found defected. Even my product was not upto the mark as I was expecting. I got a reply from Ebay that they would contact me in next 5 days following my Claim. 5 days passed but I din’t got any feedback or any call from ebay. I made a call to the ebay customer care on their toll-free number, there I was told that my claim was rejected on 17th January 2015, “I was shocked to hear this as they din’t informed me neither they had a word with me and rejected my claim on their own false ground, giving me a reason that it was under an ‘Manufactures warranty’. I tried to explain the whole problems faced by me on the new cellphone to the customer care executive and I told them that it’s a defect product or may be refurbished item. If there is any damage caused to the cellphone by myself then I am ready to claim it under a Manufacturer’s warranty, but the cellphone is new then how come I claim it to be repaired on a Manufacturer’s warranty where as I have paid for a new product and not a second one . I requested them that the product is defected please allow me with a refund because I won’t like to go further with Ebay as I had a bad experience on my 1st purchase or else replace my cellphone with a brand new Samsung Grand Prime. They responded me saying that I would have to go to the Samsung Service Center and ask them for a DOA(Date of Arrival) letter of my cellphone which I bought from Ebay. I did the same and I went to the Samsung Service Centre. There they told me straight away ‘No’ for giving the DOA(Date of Arrival) letter, the Samsung Service Centre employees told me that they can get my cellphone repaired under warranty but they can’t give me the DOA letter. I was stunt for a moment as I was told to repair my brand new cellphone under warranty, but why should I get it repaired? When I have paid the price for a new one, then I would also expect it to be a proper brand new item with no faults in it. I went back home and again contacted the Ebay customer care and I again explained them the whole thing in detail, I even told them that I was not offered with a DOA(Date of Arrival) letter on my request. The Ebay customer care executive then gave me an SR Request No- 1-42202184216 stating that my complaint has been forwarded to the Escalation team and they would call me in the next 48 hour and help me in the best possible way. I waited for 3 days but I didn’t got any call from the Escalation team,
I again contacted the Ebay customer care on 24th January 2015 and I spoke to a guy name Mridul, I had to explain the whole incident to Mridul. I got a response to wait for a while on the call as my issue is being discussed. I waited on the call for 20 minutes and after that they deliberately disconnected my call. I made a 2nd call and my call was attended by Talvinder Singh, I had to explain the same thing to him even after waiting on the call for 20 minutes, Mr. Talvinder replied that he would transfer my call to the senior manager and I would have to wait on a call. I waited for another 20minutes the 2nd time and again they disconnected my call. It made me feel very bad as this was the way they were dealing with their buyers. I contacted them 3rd time and this time my call was attended by Gopal Krishnan, I tried to make him understand that my call is being disconnected everytime I made a call, and this is my 3rd call. I got the same response from Mr.Gopal that ‘Please hold on Sir I would transfer your call to the senior manager or the head’ but this was the 3rd time that I waited for 20minutes on call hoping that my call would be transferred and they again intentionally disconnected my call the 3rd time to harass a genuine E Bay . I was very disappoint by this behaviour of the customer care executives of ebay. Now I thought to make a final call and this time my call was received by Lokesh Sathi. This was the 4th time I had to explain him everything in detail and I requested him that please do not disconnect my call this time and please help me as I have struggled a lot to solve the issues I am dealing with. But luckily this guy Lokesh transferred my call to the Escalation team and there I informed them everything from starting to end to Mr. Deepak Kumar (Floor Supervisor ) who was kind of helpful.
Another Shock to my knowledge and to the knowledge of other Buyers was that,Mr. Deepak Kumar (floor Supervisor) asked to check with the Seller once on the same… And I requested him for the Seller details which he gave us as “Advaith Inc” – Person in charge was Prashant and I was informed that the seller of my product was “Advaith Inc” , I called up Prashant and to my utter surprise saying that the product was not sold by him and the Invoice received by me “Ikoncept” (Inv Attached )somebody from Haryana does not belong to him and no subsidiary as such.
So this Means in your system the Seller is some one else and the mobile sent to me was from some one else.. So here the catch, a fake Selller and refurbished product been given to me.
Its been more than a week now after the complaint lodge on the Service request no :- 1-42378280367 , I was still waiting for some to call me, but no revert till 29th Jan 2015. Finally I called and was given a new Service request no Again by you guys 1- 42647019942.
It seems you guys are trying to play with your loyal customers and just buying time and frustrating the customers so they stop chasing you guys.
I would have a final request and plead to the Ebay authorities to look into this matter and have a resolution to my grievances soonest possible. This has been giving me a lot of sleepless nights and mental stress too.
If no appropriate response is shared or feedback received I would be forced to take up the issue and the Ebay Fraud I faced to be posted on Social Sites to gather support against the cyber-crime and the fraud. Alternatively I would also escalate the same to Consumer Grievance cell Samsung Manufactures and have a solicitor appointed.
I would request you to please help me in replacing my current Cellphone with another Cellphone and please make sure that the new device does not contain the same complains or refund my money back. As i had read the reviews and placed my order, there are no such complaints about the functioning of the device which I am noticing from your product.
I would appreciate a prompt and timely response from Ebay before its too late.
Its high time you treat your customers with Dignity and respect and stop taking them for granted and keep them on hold and disconnect their calls.
Its not the matter of a mobile now of 14000 K INR, now it’s a matter of E bay Cheating its customers on their Website . (Showing Something and delivering Something .)
I hope this would not fall on Deaf Ears. I even have the invoice which I cannot attach here.
Awaiting a response.
Regards,
Ashwin Singh,
9619146132
9820897144
9867101598
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