My friend wanted to buy a new mobile and I convinced him to buy it online. I have been buying electronics online for many years now. We bought the phone through ShopClues and received the phone. A Nokia Lumia. In a couple of days my friend complained to me that the proximity sensor of the phone wasn’t working properly. The phone wouldn’t lock while talking and it would disconnect if it accidentally touched his face when the call was in progress. ShopClues promises 10 days return policy in case you have a problem with your purchase. So I wrote them and asked for the phone to be replaced.
ShopClues said since it’s a manufacturing defect we have to take it to the service center and get it repaired. No returns or replacements. If we want replacement we need to a get a letter from the service center saying the device was dead on arrival. Which it obviously wasn’t. So essentially we were told to fuck off. The replacement is provided only if a wrong item has been delivered or the item was broken. They have a dropdown box on their return form which asks reason for return and manufacturing defect is one of the reasons. If I can not return an item having manufacturing defect why are you asking for it in the form? Oh and the letter from manufacturer – that has to be procured within 7 days from the date of purchase. And I was informed of that exactly on the seventh day!
Some years back another of my friends had purchased a pen drive from Croma. After about a month the drive stopped working. We went to Croma. They checked it in their computer, checked the invoice and immediately gave him a new pen drive. No fuss. My mother in law purchased a TV from the same Croma store. When we tried to set it up, we found it was dead. Brand new TV, out of the box was dead. We called Croma, initially they asked us to contact the service center, but after we insisted, they gave us another TV.
Some recent bad experiences of other people with online shopping, especially while returning goods bought online has shaken my confidence in online shopping. It looks like the sunny days are over and we are going back to the Indian way of selling. Sell and forget. Customer service, what is that?