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Non compliance to excahnge offer to Amazon customer care

Complain ID : CCN024225   38  

Tata Docomo Complaint Complaint Date: November 10, 2016
Modified date: November 13, 2016
Order ID: 403-3516251-5742732
I have ordered Moto G on exchange offer. On 24th Oct., the delivery boy did not delivered the product citing damage on the back cover of the mobile to be exchanged. (The damage we could not identify as it is minute chip-on). I contacted Amazon customer care (Soujanya) and they assured that they will re-send the product.
The product again reached home on 25th Oct but not delivered again by citing a different problem this time which is of battery. Note that the battery is in good working condition and the mobile is in use. During both time I was in office and my wife was dealing with these delivery boys. The delivery boy did not even wait for a call to customer care at Amazon.
On 26th Oct I again contacted Amazon customer care (Anita) and to my surprise got information that the product is rejected due to the mistake of the delivery service. To rectify the mistake, they informed me to re-purchase the product from website (Since the product is rejected) so that they can help me get the product. However, I will not try this option as I lost the trust.
I need following clarification and help, if possible, to get the product.
1. In the absence of the clarity of "condition for exchange" how customer can trust these exchange offers.
2. What are the criteria for rejecting as two different delivery boys cited two different problems to reject the mobile.
3. Why customers to suffer for the mistake by Amazon deliver service? Why the mistake as admitted by Amazon customer service cannot be rectified by resending the right person to evaluate the mobile.
4. Why the customer is not notified before rejecting the product.
Complaint Against / To: Amazon.in

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