I had ordered a Motorola ROKR E8 on Feb 19th. I got a call from Naaptol after a few days i.e. Feb 26th that the product is unavailable with the seller and hence I would be issued a refund for the same. So on Feb 26th the status of my order changed from Order received to Request for Refund.
I checked their refund policy and it says that refunds will be processed in 10-15 working days. So giving them the required time, I decided to wait. Meanwhile during these days, I got at least three calls from Naaptol confirming that my order has been cancelled and I would be issues a refund for the same. Upon asking the duration, every customer care representative said it would take about 10 working days.
Now after 15 workings, I still wasn t issued a refund so I decided to call their customer care. The problem starts here. They have very untrained customer support who don t even know how to speak proper English and be polite. They told me that it would take 10 days for refund - standard answer. I said that they have already taken more than 15 working days. To this she replied, she has escalated the claim to higher authorities and I would get a call soon. I NEVER got a call from her higher authorities! This same thing happened three times.
During this period, I also wrote 3 mails to customer care. I never got any replies for the first two mail. But in the third mail when I threatened that I would file a complaint in consumer court I got this reply:
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Dear customer,
We regret the inconvenience caused to you.. As soon as we will process your request for refund.
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Now come on, is this even a way to reply and talk to a customer. This itself shows how unprofessional they are. My order was worth Rs.7200 and I think I would incur half of that amount as phone bills if this goes on forever!
If I don t get a definitive reply in 2 working days from them, I will not only file a consumer complaint but will also post EVERY detail of this incident as well as the others that I have found on all of my sites (4 sites that I own) and all the forums that I am a member of. I am sure that much publicity is quite enough for them!
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