Amazon India — Request for Replacement/Refund for Faulty Mobile Phone with Heating Issue / Abusing language by Technical Advisor

Address: 365 Nai Basti LALLA PURA,

Dear Amazon Customer Support Team,

I hope this email finds you well. I am writing to report a concerning issue with the mobile phone I recently purchased from your platform. I ordered the HONOR 90 on 19.10.2023, and my order number is Order Number[protected]. I raised the return on 26.09.2023, 3 days before the return window closed.

I have been a loyal Amazon customer for quite some time, and I have always been satisfied with the quality of the products and services you provide. However, the HONOR 90 I received has been causing significant problems due to a heating issue. The phone becomes excessively hot during normal usage, such as making calls, browsing the internet, or using various applications. This issue poses a significant risk not only to the phone's functionality but also to my safety.

I have followed all the necessary troubleshooting steps provided in the user manual, including software updates and performing a factory reset, but the heating issue persists. It has reached a point where I am concerned that it may lead to permanent damage to the phone or even pose a safety hazard. Even since your technical consultant was not able to come to my place, everything was explained to him over phone to solve the problem.Now he is abusing me when I am asking for my technical report.

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I believe this situation qualifies for a replacement or refund under Amazon's return policy, as the product I received is clearly defective. I kindly request that you assist me in resolving this issue by taking one of the following actions:

Replacement: I would prefer to receive a replacement for the faulty mobile phone with a unit that functions correctly and does not have any heating issues. If a replacement is not possible, I would appreciate it if you could ensure that the replacement phone is thoroughly inspected for quality before sending it to me.

Refund: If a replacement is not available, I would request a full refund for the purchase amount, including any shipping charges associated with the order.

I am ready to return the defective mobile phone according to your instructions. Please let me know the necessary steps I need to follow for the return process.

I value my shopping experience with Amazon and believe that your customer support team can help resolve this issue promptly and efficiently. Your prompt attention to this matter would be greatly appreciated. I look forward to your response and a satisfactory resolution to this problem.