I have ordered zebronics soundbar from Jiomart. It was defective product delivered at my home. I am providing summary of incidents below :
16 Oct – Ordered placed for Zebronics juke bar 9700
18 Oct- Product was delivered to me around 2:30 PM. I checked the product after returning from the office.
First thing I observed that the outer package of product was fine however the internal packaging was damaged. Product seems opened before as the thermocol of the product was torn from places. The Inside box was sealed with cello tape. I opened the product and as soon as I plugged it in, smoke came out of it with noise. Hence i immediately packed it back and raised a return request for the same. I provided photographs as well of the product as required by the app.
20 Oct: Email sent to customer care as nothing happened in last 2 days of raising request.
21 Oct: Response received on email confirming to wait for some time
26 Oct: No response in last 8 days hence i escalated it via call
28 Oct: Chaser email sent. No response. Escalated to CS head desk.
29 Oct: I received a call from jio mart digital head office, where the Executive asked me about the issue, After listening to all the details, the executive assured me of a proper resolution. However, after disconnecting my call, the executive raised a repair request for the product. I immediately called customer care and escalated it and sent escalation via email as well. I didn’t agree to get the product repaired and used as I paid for the new product and not for the defective one.
30 Oct: I again called customer care, reiterating my stand to either get a new replacement or refund and not get the product repaired.
31 Oct: Technician visited my place and checked the product and confirmed that this product will be replaced/returned. Technician left after taking my signature on DO.
04 Nov: Called customer care again as nothing happened since the last technician visit. After my call to customer care, I received a call again from someone from Jiomart, asking about what is the issue and he said to me that they will pick up the product and take it to the workshop and repair the product. And the request has been reassigned to the technician.
I called customer care again reiterating to raise a return request and not repair.
07Nov: Received message that repair request has been cancelled as per my confirmation but no one reached out to me.
It’s been 19 days now that I am chasing jio mart to provide me with a resolution of the defective product received. however everything is going in a circle. Executive from jio mart ghosted me for the first 12 days. after that raising a repair request (expecting me to use the product by getting it repaired).
I want to make this very clear, I will accept brand new replacement or refund of the amount paid. I will not get the product repaired and used. as I paid for a new product. and it is not my mistake that jio mart is sending defective products to its customers.
Najafgarh 110043, New Delhi