Amazon India - Package not returned refunded

ase ** :
One Plus *T
(Faulty camera & flashlight/torch)
Case ** :
One Plus * :
(Order placed by mistake, wanted to go for a higher version, considered as a special case)
I had ordered One Plus *T phone on **th October (Monday) and got it delivered on **th October (Tuesday). I actually started using it from **th October (Saturday) and on **th October (Thursday - Diwali) tried capturing few pics (Ofcourse I ordered a new phone for my sister for Diwali so we would ideally be happy excited to use such a great phone & camera on such an auspicious occasion) but the camera stopped working. It got stuck on the selfie mode and didn't even save any pics even on that mode. It didn't get back to the normal mode. We tried all methods of resetting the phone, going to One plus website and trying to follow steps there, hard reset, everything we could and finally contacted Amazon to take a return or exchange of the product.
​On **th October (Friday) itself we contacted ​Amazon and were asked to install the Smartchk app and followed the procedure twice and then it was detected faulty by that app as well.
On **st October (Saturday) our return was raised and we were told that a pick up shall be arranged in ** hours.
On **rd October (Monday) someone named Ajay had come to pick up the phone but he started checking the phone and then said he needs to check the IMEI number getting into the phone. The only person available at a weekday is my mother who cannot start the phone or enter details required for him to see the code and neither were we told any of this shall be done.
He refused to take the phone and left.
We made a call on **rd October (Monday) to the customer care at Amazon at explained the issue and were told by Sumesh (Leadership manager) that what is the actual procedure and the pick up shall be done in next ** hours.
We also spoke to Sumesh for One Plus *, where after understanding our issue (the product being completely sealed pack & the Amazon plastic bag in which the parcel comes is also unopened), he agreed for return & refund for which again the pickup was scheduled to be done within ** hours.
No one came in the next ** hours!!!
Again on **th October (Tuesday) we made a call, explained the entire issue and were assured by Tushar (Leadership manager) who escalated the case and assured that this would be your last call and we do not need to make any more calls and the pick up shall surely be done within ** hours.
But as you know how Amazon works...ofcourse no one showed up again!!
So once again on **th October (Wednesday) we called up again and like a parrot repeated everything to Pavan (Leadership manager) who again assured us that this won't happen again and he will make sure that there is a pick up within ** hours!
Can you guess what happened next??? Ofcourse you can, Amazon doesn't work in Earth's UTC time zone where ** hours can mean ** or ** or ** or maybe even more!
So yesss....again no one showed up!!
And the funniest part is automatically the return orders get cancelled and I get intimations for the same!! Such an amazing system Amazon has when the user who has the application in her phone and has the complete authority (words said by one of the amazon staff himself), when the user doesn't do anything at all and yet such changes are done!!!
So yeah getting back to our callings and callings...
We called back again on **th October (Thursday)...(Yeah it surely seems we have nothing else to do in life but call Amazon every single day and repeating the same entire story like a trained parrot as Amazon is filled with nincompoops who don't understand in one call what exactly is the issue) So this time we called Deepak (Leadership manager) and again were assured that this won't happen again and he will make sure that there is a pick up within ** hours! (I dunno how many times I have heard this sentence!!!)
Okay...so this time finally after * days a guy shows up for pick up, **th October (Friday) and says that he has got an intimation but no confirmation for the product pick up and so he won't take it.
Now this is like magic!! A guy who has no confirmation for pick up walks to my door for pick up and says I am not going to pick up!!! So I am wondering why did he even come to my home? To just act rude to my mother!! So lemme tell you a bit more about this chap. He had come for another pick up few weeks back and created a ruckus at my complex and was extremely rude to me and the watchmen and I had already raised a complaint against him. But by now we know how Amazon works! So they send him again. We right then call up customer care and connect to Nagaraj (Leadership Manager) who told us that this chap is lying. We asked this chap to speak to Nagaraj on the line but he flatly and extremely rudely refused! Then he spoke to Nagaraj but this chap who has come to pick up a mobile phone doesn't even know how to switch it on. So ofcourse he couldn't check the IMEI number and so no pickup was done as he refused and left.
So until now, Amazon had an extremely poor back office team, extremely poor technical system and now they have such people hired to make pickups who are clueless what they need to do and then behave extremely rude to customers!
So now on the same day, **th October (Friday), Nagaraj assured us that the pick up will be the done the same day.
And as usual no one came.
Deepak called himself to follow up, and after hearing the entire issue, he again assured it will picked up surely.
Then the magical amazon app again showed me a msg of canceled return request without me doing anything.
Then on the same day, we also spoke to Jasmindar (Leadership manager) who again assured us that this will be now taken care of once and for all and we will have a pick up immediately next day.
**th October (Saturday) morning this chap named Ajay, comes for pick up. I myself was there for this interaction. So I open the door, he asks for the phone and sits down on the floor in the lobby just outside my door. I felt uncomfortable seeing him sitting down on the floor and nicely offered him that you please come inside sit comfortably and do all the procedure. He refused and said he is fine.
For One Plus *, he flatly refused saying that the company doesn't take sealed pack phones back. After I explained to him that our case case has been considered as a special case & since a week, I have been following up for the pick up, been assured for the same, he needs to take it. I also told him that i will call the customer care right away so that he can speak with them & confirm the same, he flatly refused for that as well. He then called up somebody, and I spoke to that person on his phone, asked him to check my details as well as the case history, & both of them refused to take the phone back.
For One Plus *T, I show him the phone, he checks IMEI and all, and does all he needs to. Then he asks me, what's the issue with the phone. I tell him the camera is not functional and he says, if the camera is not working, I won't take it & for this you need to talk to the customer care!!! Can you believe it!!! I started the return of this phone because of camera being faulty, Amazon has tested it through their apps and procedures, since more than a week I am calling and talking to these series of incompetent managers and now this fellow says he won't take it because the camera is faulty!!! Was that a joke???
Then this oversmart fellow starts the phone and shows me the camera saying it's working. (So not only he doesn't know why the return has been issued but now he wanted to show me that I am a moron who doesn't know how to use a camera phone and doesn't know if it's working or not!!!) I told him you wait and I will call the customer care right now and you speak to them as I have already called them like a million times. He flatly refused. He said "I don't have time for all this!" He told me you call up customer care and ask them why I didn't pick up! He left the phone on the floor on the doormat and walked off!! He didn't have the basic decency and courtesy to give me the phone even in my hand!!!
So Amazon just hires any tom dick harry off the road and send them for pick up who are supposedly trained...This is basic human behaviour, I ask him to not sit on the floor and come inside my house sit on my sofa comfortably and work and he leaves my phone on the floor on the doormat outside my house and walks off!!!
This is how Amazon trains their employees to treat the customers & maintain customer relationships!!!
Unbelievable!!!
I am really curious to know the screening process for hiring & the hierarchy in the company. Basically the Pick Up person has the Supreme Authority over and above all Managers. (The Customer doesn't even stand a chance, and I was under the impression that Amazon works for the customers)
So I call customer care again, speak for an hour to customer care executive them again for an hour with Ruchi (Supervisor), who apologized many times and again assured that now this all will be sorted anyhow! She also assured that strict action of termination will be taken against both these pick-up guys.
So now I have given a timeline for until tomorrow **th Oct, Sunday, **am, and by then if I do not get any pick up or any of these two jerks show up for pick up or any issue is again created for pick up I will be forced to lodge a police complaint against Amazon for fraud and for selling me a faulty product and then giving me fake promises each day and causing me harassment since more than a week!
Another system glitch, this company gives time slots for pickup which is just for fun, because no pickup actually happens in the time slot chosen!
So this entire week my mother had to sit home every day and wait for these extremely rude pickup guys who will come as when they feel their wish is!
Also their technical system and internal communication is so poor and backward that the Leadership manager and the pickup talk entirely two different things altogether!
I am amazed how a multinational company like Amazon works in such a ridiculous fashion and have hired such incompetent people at Managerial levels who fail to resolve such a simple case of return after making several commitments!!!
I have been such an old and regular at Amazon and am so hugely disappointed with the Company that instead of compensation for all this and rectifying such issues immediately they have stretched it for so many days causing so much stress and harassment to me and my family! We wanted to enjoy our new phones this diwali and this is what we have been doing! I have so much money stuck and I am stuck with * phones I cannot use and neither have I got my money back!! And I thought Amazon works on a Happy Customer motto!!
I have completely lost faith in this company!I