I saw an almost attractive offer in Times of India paper. The offer was for a chord-less telephone with caller-id, which costs Rs. 1999+180 delivery charge. Without having any second thoughts, we called up and booked for the phone.
We received the phone after 10 days of booking. At first look, the phone looked alright. There is one rule about this "home delivered products", there is always some hidden damages! We checked again to see charger adapter broken and caller-id not working.
We placed a replacement order. Packing back the product is bit of a pain. We had to take a printout of complaint letter too to place it in the box(yeah, tele-shopping, atleast in India Times, is not for computer illiterates!). The product was collected from our house in a days time. The replaced product was received in next 10 days.
This time we were not able to spot any damages. It was almost perfect. But the caller-id was still not working! This was suppose to be a caller-id phone. And caller-id cannot be faulty in both the deliveries. Suspecting false product delivery, we called up the customer support again, and they were not able to solve the problem themselves. They inturn gave the vendor customer care number.
We called up the phones vendor and notified him about the issue. After hearing his reply, we were a bit shocked. All he said was, we need to purchase an extra equipment(which will burn another 300 bucks from our pocket) for the caller-id to work! This was suppose to be a caller-id phone and no where in the Times of India advertisement it is mentioned that we need to buy this device. Being pissed and cheated, we called up the India time support again and asked them to take back the product.
We had to place a refund order for this, which we did. The product was taken from our house the very next day and was promised the refund within 7 days of receipt of the product. Ten days passed, no refund was sent. We called up the support yet again and they promised(again) the refund will be dispatched within ten days.
After a long wait, i received the below mail from India times support. (Issues quoted in red)
Dear $order.userFirstName userLastName [suppose to be my name, instead its some variable name]
We wish to inform you that we have processed refund against
Order No.: $order.orderNumber sub order number
$suborder.subOrderNumber $suborder.itemName [suppose to be my order and sub order numbers]
With Warm Regards
Seeing the pathetic condition of their support, i decided to shoot a mail back to them to tell these issues. I had to use their grievances page. I drafted the content and sent it. At first try, the session got expired! I did not loose hope, started a fresh session, and sent it again. This time, i got the following error!
Exception occured: java.io.FileNotFoundException: http://ecomm.indiatimes.com/EncryptionUtility.jsp?TN=322696&Key=20&Op=1
The jsp file for some validation was missing in their server!! Do they atleast care to test these things? I pretty much know they dont test the products they send to their customers. They could have atleast tested the products they and their customers use.
I would never buy any products again from India Times Shopping. A lesson well learnt, again!