Location/place: Bangalore
Name of company/service: Infobeam
I had ordered A Phillips Iron (Order ID : 10746429) which was delivered to me in damaged used condition on 18th. I reported the damaged same day but they have not replaced the product even after 20 days.
Customer care has been fooling around with their process and does not move it ahead unless I call and shout at them.
Now they are neither replacing the product nor issuing me the refund.
Here is the complete story.
Here is the complete story.
Ordered Phillips Iron (order Id: 10746429) on May 13th and delivered on 18th. The product was completely scratched on all sided, clearly it was a used product sent to me.
Then followed my nightmare.
[18th May]
I raised a complaint on 18th itself. Custcomer Care asks me to send a photo of the damages and they will arrange pick-up.
[19th may]
Sent photos next day (19th). No response from Infibeam till 20th (Though i called both on 19th & 20th). They just say we cannot pickup unless team approves.
[20th May]
I call CC on 20th midnight, they say we dont know whether u have sent pics or not as “E-mail is checked by Different team” … wow!!! No resolution that day.
[21st May]
I called and shouted at the Cust Care. They say logistics is separate we cannot speed up. We will send a reminder mail.
Soon, My return pickup is created and I get a SMS and email saying pickup will be done.
SMS says pickup date as 22nd.. Email says 23rd May.
What was it not done unless i shout at you.
Pickup not done on either or 22nd or 23rd.
[24th May]
I call up Cust care and threatened them of moving Consumer Forum. I said u give me my refund and then whetehr u want to pickup or not im leaset bothered Pickup is immediately arrange but the pickup guys shows himself to be more busy than president of USA and says i can come only between 30mins slot.
He assured that the product will be despatched back to delhi same day.
[27th May]
I call up cust care for status. they have no info on whether pickup is done or not. “How can we ship the product before receiving it back.. i will send a mail to Logistics to get status” says the Cust care.
Wat the hell, 3 days and their system is not updated about pickup. Or they intentionally did not update.
[28th May]
I call again as they say, product has come to warehouse and it will goto Quality team for checkup. I said since u have got it u can send me a new product and keep evaluating it.
But they decline. I said i already sent u pics of the damaage, but Cyust care says how can we belive your pics, there is a process and we cannot skip it. We will send a mail to warehouse.
[30th May]
Called on 30th May, they say Quality dept has cleared replacement (mind it only when i called them thrice). We will send a mail to logistics to ship new product. That will be done in 72 hours.
When the product was cleared by Quality, why were they waiting for my call to send a mail to Logistics ????
[1st June]
I call again on update. Logistics has not responded we will send a reminder mail.
[3rd June]
No update. I call again, they say we have sent the product to vendor (phillips) on Saturday and once they give us a new product we will ship it to you.
Are we customets fool ??? Wat were you doing 28th – 1st why was it not sent to sender.
Further thats your and vendor problem. Dont you have any other Phillips iron in Warehouse (website says InStock). Send it to me and keeping getting from the vendor.
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