I trusted Amazon's Replacement process... Until this happened

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Damaged Assembled PC from amazon
This PC recevied around 15 days back from amazon and recevied damaged due to mishandling by shipping/courier agents. Before opening the package, I did make a unboxing video and found that front cabinet was fully broken. I immediately contacted the amazon customer care.

First thing, let me tell you guys that you can't easily contact amazon via the mobile app. And this item doesn't have return policy also. So I logged into the amazon website from my computer and have contacted the support from there. I instantly got a call from amazon and I told them about the damaged item received and shared pictures to them. They told me to wait 10 to 20 minutes while they are processing the details. After 20 minutes, they called me for return or replacement. I told them that I want replacement, I don't want to be the reason for a seller loss. And they created an replacement order which I was going to receive after 7 days.

After 7 days, on the day of arrival of the replacement unit, the delivery agent called and asked me to get down with damaged unit on the road where they are waiting for me to exchange the product. I told them that they are suppose to deliver the product on my door step as per the amazon policy. They denied and were asking me to bring the damaged item at end of lift on the ground floor, where they can send their men to lift that up. But I asked them why they are doing this for this exchange product? I told them that I'm alone in office at my working hours, I can't come down on road for exchange. But they disconnected the call and didn't answer the call again when I redial their number.

I instantly called the amazon support and inform them all that situation. They told me that they are going to register a complaint against them and they will make sure that the delivery will be done before 6pm. Around 5:30, I got an email saying that due to some problem we are not able to deliver your product and it's returning to seller. It was cancelled. I again contacted to amazon support and asked them the reason behind this. And they couldn't provide me any solution. 

But the interesting part begins now, they got me connect with delivery partner with another call and asking me to have their number and I need to call them tomorrow for delivery. The order was cancelled, but they can deliver the product still. And then they will mark it delivered. But I asked them how do they gonna verify if the item was delivered to me or not, cause the delivery OTP will not work as the order was cancelled. The agent said, there is no process defined in amazon backend to deliver like this, but we are still doing this. And the order will always shows as cancelled in my order list forever. So I asked him, if it's cancelled, how do I gonna get support for return or replacement in case of any need.

This is something I experienced the very first time with amazon, I'd not recommend anyone to get your products delivered like this. If you ever face such issue with amazon, simply get returned your item and have refund. Amazon's shipping/courier service is not good as before. I think they also don't train their delivery agents for like how to talk to a customer. When that delivery guy called me, it was amazon's IVR number and all discussion was recorded and he knew about that but still he wasn't afraid for breaking amazon door step delivery policy. It seems like amazon don't make them follow delivery and shipping policy strictly anymore.

Previously on amazon
Why do we Stay Silent even when we know Something is Wrong?

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