Amazon sold a old used phone and now refusing to refund the amount and harassing continuously

Shivi

Shivi

New member
Model
Samsung z flip
Loss Amount
150000
Ratings
1.00 star(s)
Opposite Party Address
Amazon India
Multiple follows ups are already being done but Amazon is not providing me any resolution.

Dear Amazon Grievance/ Leadership Team,

I am writing to formally escalate a serious issue that, despite multiple complaints, has not been handled appropriately by Amazon’s customer care team.

I purchased a phone from Amazon in June 2025, under the clear understanding and representation that it was a brand‑new device. Recently, when the touchscreen stopped working, I visited the authorized service center. To my shock, I was informed that:

  • The phone is not new, but a used device
  • It was first sold in July 2024
  • The warranty has already expired
This clearly establishes that Amazon fraudulently sold a used phone while charging me for a new one, which is a serious breach of customer trust and applicable consumer protection laws.

Following this discovery, I raised multiple complaints with Amazon customer care. Unfortunately, the responses I received were not only impractical but also legally questionable. Amazon representatives insist that:

  • I must wait 8 days as part of an internal grievance timeline
  • My phone will then be picked up along with all personal data inside it
  • I should return the phone despite the fact that the touchscreen is completely unresponsive, making it impossible for me to back up or delete my data
This expectation is unreasonable. I currently cannot use the phone at all, and the service center is demanding ₹40,000 for repairs, solely because the device is out of warranty due to Amazon’s misrepresentation.

Given the seriousness of this issue, I no longer have confidence in the handling by frontline customer support. I require a clear and final resolution within 24 hours, and I expect this matter to be addressed by senior management.

For transparency, below are the names of customer care representatives who suggested these unworkable “solutions”:

  • Aswin
  • Vikas
  • Shivani
  • Katrina
  • Three additional junior team members
I expect Amazon to take full responsibility for this issue and provide an immediate, lawful, and customer‑centric resolution without placing my personal data at risk.

I look forward to your prompt response.

Regards
 
Hello @Shivi

We have carefully reviewed your complaint against Amazon India Private Limited.

As per your submission, you purchased a Samsung Z Flip from Amazon in June 2025, paying ₹1,50,000 under the representation that it was a brand-new device. However, when the touchscreen stopped working and you visited an authorized service centre, you were informed that the phone was actually a used device, first sold in July 2024, with the warranty already expired. This means Amazon fraudulently sold you a pre-owned phone while charging you the price of a new one.

Despite raising multiple complaints with Amazon's customer care team, the resolutions offered have been entirely unworkable. Amazon has asked you to return the phone with all personal data inside it, even though the completely unresponsive touchscreen makes it impossible to back up or wipe your data. Meanwhile, the service centre is demanding ₹40,000 for repairs solely because the warranty had already lapsed due to Amazon's own misrepresentation.

Before filing a case at e-jagriti.gov.in, we strongly suggest you first send a formal Legal Notice to:

Country Manager
Amazon Seller Services Private Limited
8th Floor, Brigade Gateway, 26/1, Dr. Rajkumar Road,
Malleshwaram West, Bengaluru, Karnataka – 560055

Sending a registered legal notice often compels the opposite party to respond or settle before the matter reaches consumer court.

If you need any help drafting the legal notice or uploading documents on the portal, we are here to assist you.

Thanks
 
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