I bought an Amazon Kindle Fire tablet from Indiatimes.com as I was attracted to the daily deal offer they were running for the product. I had good reviews of the product from friends from amazon so I decided to go ahead with the buy. The tablet took more than 15 days to get delivered to me. They hadn't mentioned that this was going to be bought from the USA and shipped to me. I assumed a daily deal would be on a product which they had excess stock of.
The product was easy to setup and get it running. But the problems came to light the next day. I can't download even free stuff (apps, content, anything) without registering a USA credit card with my kindle account. This product shouldn't have been sold in India at all. Although this is an Amazon limitation, before selling it in India, the retailer should've checked how well it would work here. I immediately placed a cancellation and refund request to Indiatimes.
I had heard of Akosha from the Which? Right Choice magazine and decided to go to them for help. This was after I spoke to indiatimes many times to their unreachable customer care and 3 emails. Akosha suggested that they will send me a strongly worded letter to the MD of indiatimes.com which I can sign and forward to them. Before the letter reached me I made one last attempt to reach indiatimes customer care and one poor soul got all my thrashings and forwarded an actual complaint to the higher authority there.
Akosha kept calling me twice a week to know the status and was keen on getting the complaint resolved and me getting the refund. After three weeks of going back and forth with indiatimes customer care each time stating the problem from scratch, they telling me each time that the vendor hasn't confirmed the cancellation, I gave one strong explanation that the vendor did not sell me the product and indiatimes did. So indiatimes takes responsibility of the product functioning or not. And after threatening to take things legally, they finally cancelled the order and refunded my money. Even Akosha was following up directly with indiatimes on the status and 3 days after the refund was initiated, Akosha called me to check if its reflecting in my credit card statement.
So I am proud to say I am a happy user of Akosha. Although I did most of the work myself, they were a support I could fall back on. I would certainly recommend Akosha to everyone facing a problem with any service provider or manufacturer of any product.
Complaint DescriptionThis is strictly a U.S.A. only product. This should not have been sold in India at all. I am unable to download any content, even a free app or a free e-book without a USA credit card. It is just an expensive browsing device if used in India. After I opened a support ticket on the indiatimes website stating the problem (their customer care lines were unreachable hence online complaint), they called me after 3 working days and heard me out and said that a reverse pick up would be arranged in 2 working days and the refund will be processed in another 3 working days from then. Almost one week after this call, another customer care gentleman calls me and asks me what is the problem as if nothing is stated already. I patiently go through the whole story with him and he too promised the same reverse pick up in 2 working days. Day before yesterday again another customer care executive calls me and asks me what is the problem and the cycle is just repeating. The support ticket was opened on March 7th and its been two weeks now with no resolution or action from their side. I am even going to pay my credit card as I cannot wait for these guys to process my refund. Later they will say they won't bear any interest charges.