Amazon no longer a customer centric company
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I ordered a redmi Y1 for my mother under exchange offer.
I exchanged moto e for Rs. 865/-
The delivery agent didn’t show up on the date of delivery.
On the next day he did show up, my mother was at home and handed over the old phone which was in perfectly working condition with display intact.
But the agent refused to exchange the mobile without a charger and a earphone.
The phone is more the 3 years old and the charger was lost and it does not come with earphones.
But the guy refused to budge and left.
When I contacted customer care they assured me that the charger was not mandatory and they will deliver the phone in 24 hrs.
But now they have returned the phone to the seller and customer care is now telling me that they cannot help anymore as the charger is needed.
I told them to point me the page where it is mentioned but he didn’t.
So guys how can I take up this issue with amazon.
I am a prime member and have more than 80 orders in the past 6 months.
Please advise.
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Thanks, will try.
@ishane now you a reseller amazon not provide any support for your 80order in 6 month
You have mistaken.. Not everyone is a reseller if they place so many orders of different items. Amazon should be happy that we are placing so many orders 
92 orders placed in
past 6 months
193 orders placed in
2017
204 orders placed in
2016
Only handset required for exchange, nothing else.
The agent might be in chance of getting those charger and earphone and sell it. 
Senior guy from customer care said that if the mobile is not in mint condition accessories are required while a junior denied this 
. Don’t know what’s up with amazon.
Clearly not the amazon I am used to 
.
Amazon has no control over there delivery agents it seems.
Reading your Posts i have one doubt you were exchanging the moto e & you are saying that headphone didn’t came with the phone.But i can see Motorola Do provide headphone with every handset , so how’s it possible you didn’t got the headphone??
and secondly i think you were a bit unlucky on the both side.
Firstly The courier boy who most of the time doesn’t ask for charger & headphone but he made it mandatory in ur case.
& secondly you were not available at the time of delivery otherwise you could have contacted the amazon CC on the Spot.
Strange….
Alternative is Order redmi again with the exchange as once the packet has been returned amazon CC can’t do any thing…
if you need I can pm you the chat, they say according to their policy if the phone is not in mint condition charger is needed. Though they were not budging after a 2-3 hour long chat and getting transferred to seniors numerous times I did manage to get a gift card as a compensation of Rs. 200 only 
Apni city m kisi dusri jagah order karo jaha delivery boy accha ho sayad wo phone se alag koi extra thing na maange
Rs. 825 ke liye kon itna jhamela karega. Fone faltu pada tha isliye kar liya exchange itna nahi pata tha Amzon ka dimaag kharab hai ajkl.
Flipkart is no better either. I ordered Moto G5 plus during republic day sale exchanging my Moto G turbo( exchange value 2200). Delivery boy refused to accept the old phone claiming that its damaged. There were some scratches on the back panel which according to Mr Einstein was severe damage. I made the guy wait and called Flipkart customer care. Customer care fella was a real dumb guy who didn’t know what to do and kept parroting some BS which i couldn’t comprehend.my 85 year old grandma had better listening skill than FK customer care guy. Long story short, phone was sent back to Flipkart. Anyways, i gave such a hard time to Flipkart over social media along with a legal threat that prompted FK to reply back saying that they are willing to take whatever the crap i will hand over to them as an exchange. But i was so frustrated with the entire ordeal that i asked them to get lost.But credit to FK, they did not give up and repeatedly kept calling me till the phone ran out of stock.
The Flipkart guy at least checked the phone. Amazon one didn’t even bother getting off his bike or checking the condition of the phone and straightaway asked for original charger and earphones of a 3-4 year old phone.
Guys should I post the chat here in pdf format?
How to contact higher authorities at Amazon?
resolution-in@amazon dot in
This is their highest level of support for customer issues. One of the executives from this email told me that emails written to Jeff also eventually come down to this department for resolution.
I also bought a mobile under exchange around Diwali this year. The guy just checked if the phone switched on and if the screen had any physical damages. That’s all. I had all the stuff of this phone… Original charger, earphone, box and even bill. About 3 year old phone it was. He said he didn’t need anything. This phone’s original battery had swollen about 6 months before. I had replaced it with a new ERD Battery. The guy even said he needed the original swollen battery and handed over me the new ERD battery and left. He took ONLY phone and nothing else. The phone was Samsung Duos 2 and was exchanged for Rs 737.
It was smooth transaction for me but sometimes these things occur. Essentially, it all boils down to how the actual pickup/delivery agent deals with you. He is the boss at that moment.
To me, it seems you’re disappointed more about the fact that they gave you ONLY Rs 200 as compensation rather than exchanging your phone.
Selling on Olx is better option
I too had a bad experience with Amazon. The bad part is that conflicting set of information provided by different agents and each agent tries to prove that the other agent is wrong. At the end customer is left confused with no correct resolution.
I booked a product during the Great Indian Sale and after waiting for 5 days with multiple follow ups for next 5 days , I have been told the “Seller” of the product has ran away:evil: and my money will be refunded with NO compensation for the delay and agaony I faced. I have been asked to buy the product again but When I asked if sellers can ran that way without any liability then what is the assurance of ANY product we buy from AMAZON. After lot of arguments the agents says that we are free to delete our accounts from AMAZON.:twisted:
At lest amazon tries to listen what we say..
we can easily reach them to unleash our anger over chat/phone/email
but flipkart ? paytm ? snapdeal?
Happy to see that at the end of the day OP got some resolution 
@nofpd @goldigger @THE_Beast @rsai01 @newmagic
I have no idea what’s up at Amazon but it’s not the Amazon that we used know. 
We were used to exceptional customer service. 
But now you can sense aggressiveness and arrogance in their tone. 
If they treat their paying prime members like this, I can’t imagine what regular customers have to go through.
Flipkart was also exceptional earlier but now you know how ugly it is.
It is not about fk or Amazon, it is the people who work for these companies.
The only thing is the customer support service is given to third party vendors and that is the reason its worst.
Same is the case with Flipkart,Snapdeal.
But since Amazon is an MNC ,so they have a huge bunch of support agent to listen.
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I dont remember the escalation e-mail of amazon but ask the customer care and they will provide one. Ask them to read point no 4 from the below link if they insist accessories are required and if they dont budge email Jeff Besos. Not sure if all mails to him get answered or depends on the severity of the issue but I did get a reply for one of my issues on amazon.com. The issue which was just prolonged for 15-20 days without any resolution was resolved in 2 hours.
https://www.amazon.in/gp/help/customer/display....
Hello,
Thank you for contacting Amazon.
My name is Geraldine, and I’m a member of the Amazon Account Services Team. Jeff Bezos received your email and I am responding on his behalf.