I have been one of the silent admirers of Amazon for past few years. However recently there have been many cases where the complaint resolution is not upto the mark. Even that is fine. But what I experienced today really left a bad taste in my mouth. The Customer care executive inspite of my repeated requests for escalation, just closed the chat like that only. Dont know if I am wrong or if that is the norm nowadays. Following are the chat excerpts:
04:02 PM IST Me: Ok. another issue with this order is that I had ordered Pilot Frixion Clicker Roller Pen (Blue)
04:02 PM IST Akshat: The same will be done via ICICI too.
Let me this too.
04:03 PM IST Akshat: check this too.
04:03 PM IST Me: The problem is that I got Black pen
04:04 PM IST Akshat: I do apologize for the same and I am very sorry for the inconvenience.
04:05 PM IST Akshat: Can you please tell me order id for the same.
04:06 PM IST Akshat: Are we connected Mr. ABC.
04:07 PM IST Me: YEs
04:08 PM IST Me: It is part of the same order
04:08 PM IST Akshat: Thank you.
04:10 PM IST Akshat: AS I have checked the status for the same but its Return window have been expired already.
04:11 PM IST Akshat: on 18/08/2016 itself.
04:11 PM IST Me: Yes but the fact is that once we order from Amazon we dont check for these kind of silly mistakes
knowing well that its Amazon
04:12 PM IST Me: Now when I took it out for using yesterday, I realized that its balck not blue
04:13 PM IST Akshat: Yes I can understand that Mr. ABC,I really apologize for the same and Most of our orders are delivered on time, but few orders failed to be delivered correctly and are not late, I am really sorry for this, I hope you’ll give us another chance in future!
So It will necver in Future.
04:14 PM IST Me: I know and agree to that
but the fact is I need a blue pen and not a black pen
04:14 PM IST Akshat: Thank you Mr. ABC for the same.
04:15 PM IST Akshat: please give me a minute so that i CAN CHECK FOR THE SAME.
SORRY FOR CAPS.
04:15 PM IST Me: sure
04:19 PM IST Akshat: As I have checked can you please send us the pictures that you Have Black one so that I can provide you Rs50 as compensation in form of gc.
04:20 PM IST Me: I will provide you with the pics. I would appreciate it more if you will arrange for replacement of the pen
04:21 PM IST Akshat: Mr. ABC actually your return window have been closed.
so I am not able tomdo that and I am sorry for the same.
04:22 PM IST Me: But then you should provide me full refund for this item
04:23 PM IST Akshat: No Mr. ABC, If we will do that then you will not be eligible for Your super value day offer
04:24 PM IST Me: Akshat, I dont understand the legalities and complexities of all the arguments
Fact is It is not my fault
I ordered a blue one and was delivered a black one
04:25 PM IST Akshat: Yes I do understand But you are saying this after a month and our policy do not accept the same.
04:25 PM IST Me: and why should i be deprived of any benefits because of something which is not my fault
YEs but then are you trying to say that we should immediately check each and everything???\
as soon as amazon delivers and dont trust amazon now on?
04:26 PM IST Akshat: Mr. ABC you should have contacted us before return window get closed so we would have provided you the same.
04:27 PM IST Akshat: It is your perception I will not comment on this and also yes please check it before your window get closed.
04:27 PM IST Me: Wow really
This is first time I am hearing this
Thanks for pointing this out to me that I should not trust Amazon now on
04:27 PM IST Akshat: Yes so from next time please see your refund window and do contact regarding the same.
04:28 PM IST Me: What if I had gifted it to someone else?
04:28 PM IST Akshat: we cannot go out of our policy rest depends on you.
04:28 PM IST Me: What if that person had seen it after one month?
I am not happy with this resolution
I want you to please transfer this to your supervisor
04:28 PM IST Akshat: We have provided you proper Return window for the same.
04:29 PM IST Akshat: As This concern is not valid to transfer and also no body will provide you refund or replacement for the same now.
And the only resolution is to please keep it with you.
04:30 PM IST Akshat: As ALready mentioned about return window.
04:30 PM IST Me: No. It cant be the resolution
If required I will take the required legal steps as well
Meanwhile I have already requested you to transfer this to your supervisor
04:30 PM IST Akshat: yes for sure you can
I will not comment on thid.
04:31 PM IST Akshat: And please read terms and condiitiond as well as policy before purchase ok
so that you will not feel any problem.
I’m so sorry, but we can’t offer any additional insight or action on this matter.
Is there anything else I can help you with?
04:31 PM IST Me: Dear Akshay You have already crossed the limits. Please dont ask me to read the temrs and conditions
04:32 PM IST Akshat: Mr. ABC I am only saying that what is in policy,I can go beyond that an provide you refund for the same.
04:32 PM IST Me: I only need to post this on various consumer forums to tell you what people think Amazon about telling them to read terms and conditions
04:32 PM IST Akshat: I’m so sorry, but we can’t offer any additional insight or action on this matter.
Is there anything else I can help you with?
04:33 PM IST Me: YEs This is the third and final time I am requesting you to transfer this to your supervisor as I have wasted enough time
04:33 PM IST Akshat:
Thank you so much for contacting Amazon. It was great talking to you.
You have a great day!
And he ended the chat like that only