Location/place: Kochi, Kerala
Name of company/service: SnapDeal/Nokia
I purchased a Nokia Lumia 720 mobile phone from www.snapseal.com vide order No. : 1016280863 dated 28/05/2013 . I have paid an amount of Rs16967/- for the same. As per the description in your website the product will be new and fully non- defective.
I received the Mobile Phone on 03/06/2013. On inspection it was found that the phone’s vibrator is not working. Immediately I reported the same to SnapDealCustomer service vide email dated 03/06/2013. In response to the same, they issued a request no. of 2234578 and informed that I will be contacted within 48 hours. On the next day, 04/06/2013; 4:08PM, I received another mail from SnapDeal with a new request no. of 2239132 asking for another 48hours for response. As there wasn’t any response from SnapDeal within 48hours, I contacted SnapDeal customer support on 06-06-2013 evening after 5:00PM and informed the same. Someone SnapDeal customer care called me up on the same day and instructed me to approach the nearest Nokia Care service center and get a DOA(Dead on Arrival) certificate from Nokia Care for the replacement process. Thereafter I approached Nokia Care Customer Centre (situated at Kaloor, Kochi, Kerala) on 07/06/2013 and on inspection customer case executive informed that mobile phone’s hardware (ie the vibrator) is faulty. They were not willing to replace the same. However they agreed to repair the same on payment of appropriate charges. They also confirmed that they don’t have any provision to issue any DOA certificate and that they could only issue a job card. Moreover I was also informed that, in case of any defects they will replace the mobile phone only if the same is purchased form a retail shop and not if it is from an online website.
Though I reported the same to SnapDeal customer case executive several times through the telephone and demanded for replacement of the mobile phone or refund, I didn’t get any proper response from SnapDeal. On 08/06/2013 01:30PM, I got a mail from SnapDeal stating that “Your Problem Has Been Solved” and ticket no. 2239132 has been closed. Again, I contacted SnapDeal customer service team, asking for what happened. Their response was arrogant and stated that they are not willing for any refund or replacement and that I have to get it repaired if I wanted.
I did not pay the full amount you quoted to get a faulty product, which can be repaired(refurbished). Over and above all this, the time I had to spend on this issue(speaking to your customer care and for visiting Nokia Care) and the mental harassment I have been through, is also a big factor for me.
As per the terms and condition, SnapDeal, guaranteed 100% money-back if there is an issue with product quality, size or delivery. More over as per the Trust Pay 100% money-back guarantee(Attached herewith), it is also stated that “ Your payment will be held with TrustPay till the time product is delivered and you are completely satisfied with the product quality”. Since the Product which I received is a as per my order no 1016280863 date 28/05/2013 is a defective mobile phone, I am clearly eligible for a refund or replacement. How can my rights be protected?
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