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I ordered a MSI GF65 Laptop from Flipkart, that has stopped working within 2 days of delivery, and I have been struggling to get a refund / replacement for over a month now.
Timeline of issue:
1-Aug-21 - Ordered the MSI GF65 Laptop
4-Aug-21 - Laptop delivered (Charging light not working on delivery, but since the laptop was working we started using it)
6-Aug-21 - Laptop stopped working and would not turn on
7-Aug-21 - Raised a replacement request, since return / refund was not available as an option (apparently, return/refund was not allowed on this INR 75K product, which is absurd)
7 to 20-Aug-21 - we were told that a technician will visit to check the device in 15 days, but no one came, and there was no communication around this. Tried calling the customer care to get some clarity on the technician visit but were told to wait till the 20th of August.
21-Aug-21 - Called the customer care and asked the status and was told that they are raising an incident to look into this.
23-Aug-21 - The seller 'CORSECA' cancelled the original order and raised a new order and accepted a replacement request on it.
25-Aug-21 - A replacement product arrived through an 'EKART' delivery agent but the product replacement was rejected because the product on our end had 'not been sealed by a technician'
25-Aug-21 - Called customer care and told them that the replacement agent was not replacing the product because the product was not sealed, and that no technician had come to seal the product. She said that she will check the issue and asked me to wait for a couple of days
27-Aug-21 - Someone from customer care called and said that the product will be replaced without the need for the product at my end being sealed
30-Aug-21 - The replacement agent came with the replacement product and refused to replace the product again, saying that the product at our end was not sealed. I tried to explain to him that the call center person had said there will be no need for the seal this time, but he refused to budge. He said he will write an email internally to sort this out and come back the next day.
31-Aug-21 - The replacement agent called asking if we had received any communication from Flipkart. We had not and we told him that. An hour later our replacement request was rejected once again.
1-Sep-21 - Trying to speak with the call center and the returns department, but they are unable to figure out how to resolve my issue. I am trying to return the product and get a refund, but that is not being accepted, and they have raised another issue to look into this issue and forwarded it to the 'Delay in Delivery' department, and have asked me to wait till the 5th of September.
The call center agents don't have the grievance officer number. The returns department lady said that there is no head for the returns department that I can speak with. All I hear is 'we have forwarded the issues to a higher authority and someone will get in touch with me in the next couple of days to resolve the issue'.
This is ridiculous that after paying INR 75K and receiving a defective product, I am waiting for over a month for a working product, even though at this moment I just want to return the defunct product and get a refund and forget this ever happened.
By the way, I tried calling the grievance officer at +[protected], but the phone number has incoming barred. Then tried calling +[protected] and the phone gets disconnected automatically. There is absolutely no way to speak with anyone responsible at Flipkart who can take personal accountability to get the issue resolved.
Whether this issue gets resolved or not, I swear and urge everyone else not to buy anything else from Flipkart again. Just walk into the nearest physical store and buy at a small premium. At least there will be a human being who you can talk to in case of an issue.
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