Flipkart - Flipkart Denying Replacement of Defective Product

FLIPKART * DAYS REPLACEMENT POLICY – A SCAM!

I purchased a Samsung Galaxy Tab S*+ from FLIPKART on **st of April ****, and got it delivered on Saturday **nd. On delivery, to my sheer misfortune, after switching on the tablet, the Wi-Fi was not turning on and I found that the screen was also blinking.

Quite certainly, I requested a replacement the very same day on Flipkart. And the problems, not to mention the mental distress, I endured thereafter have been totally unacceptable and showcases the lack of professionalism exhibited by Flipkart as a major E-commerce platform in India.

Under the product description it was mentioned "* Days Service Center Replacement", which meant, while purchasing I was assured by FLIPKART, that my product will be replaced if any issue occurred, by the SAMSUNG Service Center.

Although, that was not the case.

**nd and **rd were holidays and so I visited the service center on Monday, **th April, where in, the Tab underwent Software and Hardware tests and I was informed that the problem was with the Motherboard and Display. I was sent back with a DOA certificate and a package for replacement on **th April. The Samsung Service center did not replace the item and asked me to contact Flipkart in order to get the product replaced.

Again, I tried to speak to the customer care service of Flipkart and explain the situation. And this happened on multiple instances with several incidents being opened and closed, with none of the support executives providing any concrete resolution. On top of that, most executives didn’t exhibit professional behaviour, nor were they cordial and often closed the incident without my consent. However, after several attempts, I was able to escalate the issue and upload the DOA certificate.

Once I submitted the DOA certificate, I was again asked by the senior team of Flipkart, or the so called ‘back-end’ team, to get a written confirmation from Samsung that Samsung won't replace the product. And only after that can Flipkart take any action.

Now, I spoke with Samsung Support again and raised this issue, who iterated to me that the Brand policy ensues that once the DOA certificate is provided, the product must be replaced by the seller. And since I had not purchased the product from Samsung webstore or an authorised store, they can’t help me with replacement and Flipkart must be the party providing me replacement. Samsung Support declined to provide any written confirmation.
However, Samsung informed that they have escalated this issue on their end and will be contacting Flipkart regarding the concern.

I’ve already highlighted this to Flipkart, and have not heard back from them since. Nor have I heard anything from Samsung.

So basically, I've been running back and forth between Flipkart and Samsung with no solution till now. And it’s already been * weeks since the product got delivered with none of the companies taking any ownership and providing the replacement.

Right now, I’m registering this complaint as a last resort. I do not want the replacement anymore. I just want Flipkart to pick up the defective product and give me a full refund.