Naaptol non working product replaced with a broken product - after over 1 month
I ordered a tablet over the phone against order no :- 2518 as promised, the product was not delivered on time but by almost 10 days late. The product was received after paying the relevant cod charges in cash - but no open delivery allowed.Once we opened the box, we found that the product was not functioning properly. We called naaptol and lodged a complain. Complain no : - 8297 as per the advice of naaptol customer service, we send the same back in packed condition through blue dart courier. The customer service of naaptol assured that the product shall be replaced within 15 days. Reverse logistics courier details :- blue dart awb no 836. Dated 9th june 012. ( Please note that blue dart initially refused to take the packet & after a lot of co-ordination they finally took the same. ) After a lot of follow up and more than 30 days, the replaced product was shipped through aramex courier. Replacement logistics courier details :- aramax awb no 030. Aramex reported ready for delivery on july 26th 012. But surprisingly , they were once again asking for the cod amount. I called naaptol call center over 25 times ( executives whom I have interacted are :- mr. Saurav , mr arvind iyer, mr. Kirti kumar, mr. Pravin kumar, mr. Sammim, mr. Tushar & mr. Sanket.) And informed them to ensure proper co-ordination for the cod matter with aramex. They kept on assuring me but aramax kept on confirming me that they have not received any instructions from naaptol. When I asked the executives to forward the line to a senior person, they clearly told me that it is not possible. Then mail was send to :- @gmail.Com & @naaptol.Com & @naaptol.Com asking for help to resolve this matter. Till today afternoon, I DID not get a single person of naaptol to contact me and solve the issue. However, today late afternoon, I got the tablet finally delivered from aramex. This time too, they DID not allow open delivery. Once, we opened the box - we found a totally destroyed and damaged product has been replaced. There is no way to establish any contact with the management of this company. The call centers are used only for collecting orders - so that the back office can supply defective items. There is a very clear strategy in place to fool small amounts from the common man and it seems that everything is planned. The money loss is only rs 00/- ( Approx ) but the harassment and torture is in excess of rs 0/-. This tablet was to be presented for my daughters birthday - and now it is futile. I intend to get a proper response and solution from some senior person in the management within the next 3 days , or else I want the refund along with compensation for such harassment. Krishna guha cell : 3676
Dear krishna
we were trying to reach you on:9930873676 9324065994 but at that time you were not contactable.
Please accept our sincere apologies for the inconvenience caused to you. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
Your complaint ID 2978297 & we have escalated this case to concerned vendor they will get back to you at the earliest. We request your patience in the interim.
Please be assured of complete & satisfactory resolution.
Thanks & regards
customer care
naaptol online shopping pvt.Ltd.
Hi krishna
the same incident has happened with me I think this is a normal practice followed by naaptol they delivered the broken tablet and call it as a rare and unfortunate incident
even I am waiting for the reply of my mails to contact@naaptol.Com. Let see how much time they will take it.
The call centre also cant escalate this issue to their seniors I guess. Very much frustrated and cant sleep from last 3 days..
such a worst experience.
Ritesh kanojia.
Dear ritesh
dear customer
as per our telephonic conversation you said that you have sent product at our warehouse address for replacement.
However we have escalated issue our concern vendor team & they will dispatch the product within 7-10 working days.
Do write us back at feedback@naaptol.Com if the replacement is not received in 7 to 10 working days or call us at 09223516148 for further assistance.
Request your patience in the interim.
Thanks & regards
customer care
naaptol online shopping pvt.Ltd.
Hi naaptol
this mail is in regards to appreciate the service of mr. Sidhart bansode working with your company. The guy is very well behaved person and having a very good communication skill. He has an ability to convert a compliant into compliments. Having such a good people in your organization will lead the company to the next level as far is customer service is concern.
The very good thing about him is that while taking to him you feel like that you are talking to a friend which gives a positive image of the person. Generally customer service people behaviors are very formal with the customer but I think he has opted an innovative way of handling customer by getting more personal with them.
He is an inspiration to the customer service industry.
In future if I will do any shopping from naaptol than it would be only because of him.
Regards
ritesh kanojia.
Dear sir
thank you for your kind words about the service we provide. We take great pride in building the best relationships with all our customers. It wonderful to know our efforts are paying off. I hope we can be of service again in the future.
Truly
naaptol
I am surprised to see the official reaction from the naptol team. They say that they have tried to contact me on my cell and that is without any success.
I openly challenge them to prove that they have tried to contact me. My cell is on 24 X 7 & I always make it a point that I call back on all missed calls.
I clearly state with full confidence that at no point of time has any one from naptol had tried to contact me.
As for the positive comments on the service of naptol as given by some ( so called clients ) - we all know that they are paid persons who have the kra to feed all fabricated stuff to attract attention of the general clients.