Is Amazon India entering declining phase in India? Here is a brief experience and reasons!

Unresolved Issue with Damaged Product and Unacceptable Customer Service Experience

Order Number: 171-1012066-9446735; Platform: Amazon India Mobile application and Website

Issue Overview:

1. I ordered a product from Amazon India that was received damaged. I attempted to initiate a return/replacement, but due to issues with the Amazon app, I was unable to generate a replacement, return, or refund request.

Challenges Faced:

1. Repeated App Issues: A. I contacted customer service multiple times. Initially, they asked me to remove and re-enter the delivery address, which didn’t work. B. Later, I was instructed to uninstall and reinstall the app, which also failed to resolve the issue. I went through this process over 30+ times with different repr

1. esentatives, as each did not trust the previous one's effort.
2. Customer Support Lacked Logical Thinking: Despite escalating the issue to various teams (Specialist, Technical, Leadership), none were able to provide a solution. I was continuously transferred without results.
3. Time Wasted: I spent an astonishing 25 hours on calls with 70+ representatives over this simple issue. No one was able to generate a solution or guide me to a resolution.
4. Repetitive and Inefficient Process: Every time the call dropped or I was transferred, I had to explain my issue all over again. It felt like a scene from Drishyam—the same thing being repeated over and over, with no progress made.

Specific Issues Identified by Your Team:

1. According to Amazon’s team, the problem stemmed from a comma in the address between the city/town and state. However, I had no control over this, as the city and state were selected automatically based on the entered pin code. The details matched the invoice, yet I was still asked to correct something I couldn't edit manually.

Customer Service Experience:

1. Polite but Powerless Representatives: While the female representatives were empathetic, some male representatives were rude and unprofessional, refusing to understand the situation or offer any real help. This worsened my frustration despite my maintaining a calm demeanor (please review the call recordings).
2. Broken Promises: On two occasions, I was told that the issue would be resolved within 48 hours. I waited, but nothing happened.
3. Disrespectful Suggestions: Representatives blatantly suggested I take the matter to the Consumer Court or escalate it on Social Media, implying Amazon wouldn't resolve it otherwise.

Impact on Me:

1. I spent 25 hours trying to resolve this issue, time that is far more valuable than the product itself. I purchased this product as a token of appreciation for my employee, and her dissatisfaction reflects poorly on me.

Concerning Trends at Amazon India:

In my 15+ years as a loyal Amazon customer, the past 1.5 years have seen a significant decline in:

1. Product Quality:I’ve had to return 5 out of 10 products due to poor quality, inaccurate descriptions, or damage.
2. Post-Sales Service: A. The after-sales service has become increasingly poor. Representatives now seem to rely on trial and error rather than providing efficient solutions. Every representative seems to have a different approach, and there’s a clear lack of coordination and trust among them. B. Reaching out to customer service has become a painful and time-consuming process.

My Request to Amazon Leadership:

1. I request immediate attention and intervention from the Amazon Leadership Team to resolve this issue.
2. Amazon's competitors and regulatory bodies should be aware of the decline in service quality and customer care standards at Amazon India.

This experience has been a huge disappointment, and I hope for a swift resolution. If not, I will have no choice but to escalate this matter to the Consumer Court and Social Media, as suggested by your representatives.