Amazon India - Faulty Product

Dear Amazon Customer Service Team,

I hope this message finds you well.

We are writing to bring your attention to a critical issue regarding the return pickups for the following items from order #***-*******-*******:

Prestige Roti Maker, Silver, ** x ** x ** cm – *** Watts (Pickup Tracking ID: ************)
Matangi Automatic Electric Multi Maker PRM *.* Roti Maker/KhaKhra Maker – **** Watts (Pickup Tracking ID: ************)

Both products were sent as Diwali gifts to a government official on behalf of our administrative team. Unfortunately, the items have been reported as faulty—they are not heating as expected and are unusable.

Despite multiple attempts to initiate returns, the pickup requests have repeatedly failed. On at least four occasions, the pickups were marked as canceled with the reason stated as "customer canceled," which is entirely incorrect. No one from our side has canceled any of these requests.

The repeated delays and lack of resolution have caused significant embarrassment for our team, as well as financial loss. We have had to replace the faulty items by purchasing an additional Roti Maker for the client through Amazon, adding further strain to our budget.

Additionally, the company’s senior management has criticized our team for this situation, and deductions have been made from our administrative budget, causing personal and professional distress.

We kindly request the following actions to resolve this matter promptly:

Immediate Pickup: Please ensure the faulty products are picked up as soon as possible, following your team’s instructions to remove any photo identification.
Investigation Clarification: Kindly explain why the investigation concluded without contacting us or the recipient. We request that a senior Amazon representative visit to verify the condition of the products in person if needed.
Refund Processing: Expedite the refund for these products to compensate for the inconvenience caused.

For your reference, the initial delivery was received by a senior citizen at the client’s home who did not unbox the items. The issues were only discovered later when the client unboxed the products, and we immediately initiated the return process.

We have always trusted Amazon for reliable service, but this experience has severely impacted our confidence. We earnestly request your intervention to resolve this issue at the earliest and ensure no further inconvenience to our client or our team.

Thank you for your understanding and prompt attention to this matter. We look forward to your confirmation and resolution.

Kind regards,
Administrative Team
Seva
Phone: **********