Its My Life... a journey: Is it worth Shopping online from Snapdeal : Unbox the Snapdeal shopping experience

Its My Life... a journey: Is it worth Shopping online from Snapdeal : Unbox the Snapdeal shopping experience

Is it worth Shopping online from Snapdeal : Unbox the Snapdeal shopping experience

Buying a Smartphone online is a chance we take with a hope that we should receive a right product. Now a days e-commerce sites like Snapdeal has taken a huge brand building exercise, to build a trust that you can do shopping without any worry in mind. Also they have provided options for hassel free return/replacement.
But is is actually happening in reality ?

I have a worst experice ever with Snapdeal. Like many consumer , i might have also got carried out with the marketting "Unbox Diwali", Diwali offer etc etc by Snapdeal.  But was it right choice for me. If i look back to the day i decided to purchase a cell phone from Snapdeal... i feel a great mistake i did ..

Here is the details of the experience that may give some lights and Budhi to the people mad about online shopping;

Product ordered: Lenovo vibe k4 note (16 GB, Black)

Ordered date: 6^th Oct 2016
Delivery date: 9^th Oct 2016
Issues Observed:
o   No back cover & film inside the box , though it was mentioned outside box

o   No earphone inside the box

o   Slight scratch on the phone

o   No power on. ( The same was confirmed when the Snapdeal Service Engineer visited residence to check)

Brief on the interaction with Snapdeal and their service:
Step 1: On receiving the complaint ( on 9^th Oct 2016)Snapdeal sent their Service Engineer to Residence to check the details

Step 2:  Service Engineer visited the residence on 11^th oct 2016 and found the Defect in the Phone (no accessories + No power on)

Step 3: Snapdeal arranged for pick-up of the phone and the same was Picked up from residence on 12^th Oct 2016

Step 4: Snapdeal sent message on 14^th Oct 2016 stating “replacement  Request cancelled as the phone didn’t meet their quality check.” They told the product will be sent back within 48 hours.

Step 5:  I took up the matter again with customer care since when the product  was checked at my residence by their Service engineer, it was found defective and they had also given their report

Step 6: Followed up a lot through email since there was no clear Communication nor any positive response from Snapdeal

Step 7:  With no response, called up Snapdeal customer care on 20^th Oct 2016. Got a polite assurance from Snapdeal to resolve the issue without any  commitment by Mr Rahul, a customer care executive

Step 8: Received the same product back on 22^nd Oct 2016 evening delivered at my neighbour since I was not at residence.

Step 9: Contacted Customer care again in the morning. As explained by Customer care, I had sent a wrong product to them i.e the product  received by me from Snapdeal on 9^th Oct 2016 is not the same product that I have sent for replacement since the IMEI number was found different from the invoice during quality check.  Even after I reiterated that the same product was examined by snapdeal service engineer and was picked up by them for replacement, Snapdeal customer care didn’t agree to me and told that they have closed the issue now.

Step 10: I cross check the details again and observe that there is no difference In the IMEI number mentioned in the invoice and in the report submitted by Snapdeal service Engineer during their visit and in the Phone.

Is it that the Snapdeal team trying to play around to hide their inability to manage their channel partner ?

Since I am not getting a proper support from any of the Snapdeal team, I decided to raise my voice in all available forums. Hope Some sensible person from Snapdeal will understand the truth and resolve my grievances.

DATE WISE INCIDENT DETAILS:

6^th Oct 2016:  I have placed an order online for the product “ lenovo vibe k4 note (16 GB, Black)”.

For which I had made the online payment from my Citi bank credit card. Received the order confirmation in my email ajit.majhi07@gmail.com  . Order ID: 15737580921 Placed on: 06 Oct, 2016.

9^th Oct 2016: The parcel from snapdeal got delivered at my residence. 

                        Just after opening of the parcel, I observed the following;

-          Though on the box it is mentioned “ Back cover & Film inside”, there was NO back cover and film inside

-          There was a slight scratch on the phone. 

9^th Oct 2016:  Without making any delay, I had put the request online for return/replace.

Received a confirmation email from Snapdeal in this regard to my email id 
ajit.majhi07@gmail.com . Order ID: 15737580921   Reference no: 31872534

         Further, I had also sent an email on 10^th Oct 2016 to "help@snapdeal.com"

         help@snapdeal.com  with details of my observation and also realised that the  

         Phone should also contain an earphone, which was not available inside the box.

10^th Oct 2016: Received an email to my email id ajit.majhi07@gmail.com from Snapdeal stating “Our   service engineer will visit to you to Check your Lenovo vibe k4 Note (16 GB, Black)” . 

11^th Oct 2016: Snapdeal service engineer visited my residence to check the phone Lenovo vibe k4   

                        Note  (16 GB, Black).
Snapdeal service engineer after checking the phone put following observation;
1.       No Power on & Scratch on
2.       Back cover
3.       Check different charger but No power on
 Defect identified by Engineer; “visit onsite and check mobile no power on”

                           

11^th Oct 2016 :   Same day after the visit of Snapdeal service Engineer I received an email stating “ We are picking up your phone Lenovo vibe k4 Note (16 GB, Black)”

                                   Order ID: 15737580921                   Reference number: 31872534

               Placed on:  06 Oct, 2016              Issued on: Tue, 11 Oct

 

12^th Oct 2016: The phone Lenovo Vibe K4 Note (16 GB, Black) was pickup by Nuvo-All-RP to snapdeal  along with original packing & invoice.

14^th Oct 2016 : I got an sms from VK-SNAPDL  stating Replacement request closed…..Lenovo Vibe K4

Note (16 GB, Black) did not meet our quality check criteria, we are unable to process your request and generate a replacement…….we will ship back your item to your original delivery address within next 48 hours…..” 

I also got an email from Snapdeal stating the above

14^th Oct 2016:   On receiving the said email, I was surprised with snapdeal and put my following

grievance through my email id ajit.majhi07@gmail.com to Snapdeal Customer Support help@snapdeal.com Fri, Oct 14, 2016 at 6:31 PM;

15^th Oct 2016 : Without receiving any reply, further on 15^th Oct I had sent following email to

Snapdeal Customer Support Sat, Oct 15, 2016 at 9:42 AM ; 

15^th Oct 2016: Further the above email was forwarded to writetous@snapdeal.com since I was not

getting any response from Customer Support help@snapdeal.com

15th Oct 2016:            Without getting any response, further I had sent the email to

Snapdeal_CST Us writetous@snapdeal.com  with a copy of the email to Snapdeal CustomerSupport,kunal.bahl@snapdeal.com, rohit.bansal@snapdeal.com, info@snapdeal.com, , ranjit.kumar@snapdeal.com

With a hope that atleast someone will respond. I had also enclosed the report  copy of   the service Engineer . Following email was sent to all ;

This time I got a prompt reply from writetous@snapdeal.com  as below;    
                           

 18^th Oct 2016 :   I waited for the update from snapdeal till 18^th Oct 2016. Since till 18^th Oct 2016      

I didn’t get any update from snapdeal, I further wrote an email as reminder to  support5780123@snapdeal.mail.onedirect.in, Snapdeal_CST Us                             writetous@snapdeal.com

20th Oct 2016: Without getting any update till 20th Oct 2016, I further write an email to

Snapdeal_CST Us writetous@snapdeal.com with a copy of the email to Snapdeal    
Customer Support , kunal.bahl@snapdeal.com, Rohit Bansal

                          
Following email was sent on 20^th Oct 2016;


Promptly I receive following response from snapdeal;



20^th Oct 2016 :   On getting the Snapdeal customer care number +919212692126, I tried the number
to speak to someone on 20^th Oct 2016 around at 5:55 pm and I could get to speak an snapdeal executive named “Rahul”
Mr Rahul spoke very nicely and seems to be understood my issues. Very diplomatically he assured to look in to the matter positively and resolve the issues as soon as possible without any commitment from his side.   I thought maybe the issue will get resolved now.

22^nd Oct 2016: I got a call from courier on 22^nd Oct 2016 evening for the delivery of the parcel from

snapdeal. Since I was outside and not available at hope, I told him to handover the same to my neighbour. The parcel was delivered to my neighbour on 22^nd Oct 2016

 23^rd Oct 2016: In the morning I received the parcel from snapdeal from my neighbour. On opening

the parcel, I found it is the same phone “ lenovo vibe k4 note (16 GB, Black)” which was taken back on 12^th Oct 2016. This time again it was packed with the broken SIM cover on the phone. I have immediately taken the photographs of the same. ( Photograph enclosed as Annex-8). I got disturbed since I was expecting a replaced new phone.
23^rd Oct 2016: Without any delay I called up the Snapdeal customer care number +919212692126 at   
around 9:31 am today i.e 23^rd Oct 2016 to findout the reason for returning the same   
phone “ lenovo vibe k4 note (16 GB, Black)” again. That is again after Eight days (8 days) since 16^th   Oct 2016 (i.e Wherein snapdeal had mentioned that the phone will be returned back within 48 Hrs on 16^th Oct 2016)
                 
During for almost 37 minutes of discussion with Snapdeal customer care (initially    with a lady and subsequently with Mr Arjun sharma, a Senior to the lady and also the responsible spoke person on behalf of Snapdeal as mention by Mr Arjun Sharma himself),  the snapdeal executives told me that;

-          The phone “ lenovo vibe k4 note (16 GB, Black)” didn’t meet the quality check criteria since they found there is a mismatch between what I have received from Snapdeal on 9^th Oct 2016 and what they picked up on 12^th Oct 2016.

When I asked for the details and the basis on which Snapdeal is telling that there is a mismatch, the Snapdeal customer care team told that there was a mismatch in IMEI number.  ( I have recorded the conversation with Snapdeal customer care at my end since I got a doubt on their approach).

Even after I reiterated that the same phone “ lenovo vibe k4 note (16 GB, Black)” received by me on 9^th Oct 2016 was verified by the Service engineer on 11^th Oct 2016 and the same phone was taken back by Snapdeal on 12^th Oct 2016, the snapdeal executive diplomatically responded repeatedly that there was a mismatch and further they told from Snapdeal side the issue is closed now.
 

NOTE:

-          As per Invoice the Item description received by me on 9^th Oct 2016 is as below;
IMEI No: “861101031378031”

-          Please check the report of Snapdeal service engineer  visited my residence on 11^th Oct 2016. They also checked the same device and given their report. It is mentioned in your service Engineers report ;
IMEI No:  “ 861101031378031”
-          Please note that same phone was taken back on 12^th Oct 2016 and I believe while taking the phone back, Snapdeal must have instructed their person to cross check all the details. ( Putting a blame that I have sent back a wrong product is baseless)
-          I am enclosing herewith a photographs taken today of both the Invoice and back side of the phone mentioning the details. It can be seen that the cover missing for SIM 1 ( This is done during your quality check and just packed like that as mentioned at top)

-          I don’t understand on what basis Snapdeal is telling me now that there was a mismatch between what I received and what I have sent back for replacement
-          The way Snapdeal customer care is handling grievances , it really raise question on the intention of the Snapdeal.
-          I would like to mention that only because of the trust Snapdeal have created through their marketing & branding, a customer made a purchase of product like a Cell phone online from Snapdeal.  But now it seems Snapdeal is trying to brand a customer as a cheat to make money!!! It is really ridiculous.

Now I have kept the phone as it is packed without using it nor even trying to use it. In case Snapdeal really trust a customer and accept that the details provided are enough to believe my claim, they should come forward to ; Replace with a new phone or Refund the amount paid by me to purchase the same.

The question will always remain unanswered ;
Is it worth to buy a Product from Snapdeal, even if there are offers & discounts ?
Can you build trust only through campaign , marketing & taking celebrity on board ?

 

Its My Life... a journey: TAXI not FOR SURE (TnFS)

Its My Life... a journey: TAXI not FOR SURE (TnFS)