- Figment descaler powder from Amazon India damaged my LG washing machine ^Open

Biswajit Bhowmik filed this complaint against Amazon India on Aug 27, 2021

I ordered Figment descaler powder vide order no ***-*******-******* and a fake product has been delivered to me on **th July ****. The product I received not the one shown in Amazon web site but by description it was understood to perform similar activity i.e. washing machine drum cleaning. Since the seller PVN RETAIL (Surat, Gujarat) has high rating for Figment descaler powder, I did not think about returning the product but to use it as many a times sellers send a product with different packaging but intended to provide same functionality and use.
I used the powder as per the instructions mentioned in the package and was startled to find that my LG front loading washing machine (bought from Amazon vide order no ***-*******-*******) drum is totally damaged. It has lost its stainless steel shine and become rough and corroded. Now the drum looks like an aluminium drum.

Since the product from PVN RETAIL (Surat, Gujarat) has damaged my washing machine drum, I want the seller to compensate for my loss by paying the cost of drum replacement and associated charges of approximate Rs. ****/- (As per estimate of spare parts received from LG India and other incidental charges, if any).

I have contacted the customer support team on **th July, immediately after my washing machine drum got damaged and some representative quickly returned the purchase price Rs. *** and assured me of a resolution within *-* days but after ** days no action has been taken by Amazon India.

Moreover the seller tried to fool me by changing the picture of the product ordered by me and asked for my feedback on the product they have sent which damaged my washing machine drum. Amazon also removed the product (Figment descaler powder) and the link from the order page of my account but the seller still selling the same product which damaged my washing machine through a different link.

I have written to customer support team on **th July but didn't get any reply from Amazon India. I have escalated the same to the escalation desk on *rd August but didn't get any reply from Amazon India. I have also written a mail to Amazon grievance officer on *th August but didn't get a reply, instead received a standard reply from the customer support team, which ensures an action against the seller PVN RETAIL but I as a complainant I shall not be informed about the same. The customer support representative selectively ignored my demand for a compensation to recover cost of repairing my damaged washing machine and did not even mention it in the reply.

I have also written to the Nodal officer on **th August but didn't receive any reply, instead received another reply from a customer support representative asking me to wait for * business days for a resolution. After waiting for * business days I have sent my final mail to Amazon India customer support with cc to Escalation desk, Grievance officer and Nodal officer asking not to send another standard reply from the customer support team with false promises and informed them to take legal action against the seller PVN RETAIL and Amazon India.

I have suffered mental agony and stress after seeing my LG washing machine damage and wasted one month time writing to Amazon India without any visible action from them.

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