Microsoft and Amazon - Great combo for selling defective products

I have been sold a defective flagship product during its pre-launch in Dec'15. Product started having issues since feb'16 and when taken to service centre it was advised that the software should be updated. This done, phone never ceased to continue throwing problems. When it became intolerable it was again taken to service centre on 6th Aug'2016 and since then it is in your custody for replacement.

I requested for a stand by phone for the time this phone is replaced however to no avail. Made umpteen connects with your team to get an update but to no avail. Its been over 12 days now and this phone is not with me. In light of this I bought another phone from amazon to at least continue the connectivity with outer world. I have already spent 13k on the new phone and whilst this entire process is completed Microsoft is still not able to come back with replacement. I can share the invoices with you accordingly.

In current situation with the financial hit due to your defective product and sheer mental harassment of not even getting the response and solution to the issue; I hereby request you to either refund the monies that I have incurred due to the sub-standard product and the additional expenses I have made on the stand by arrangements OR replace the product and refund for the additional expenses I have made on the stand by phone; failing which I have to take this case legally.

mail chain for your reference: Complaint number 1350173777

Mail dated: Aug 16, 2016
Dear team,

This is with reference to the defective pre launch Nokia phone that was sold via Amazon. I started facing issues with the device in feb'16 and when I approached the service center I was told it's a software update issue, I updated software but issue continued. Now when I revisited the center I was told there were issues with its battery and software. I didn't expect this to happen to a premium phone but with a thin line of sight of you serving better to your customers I surrendered this phone at your service Centre for its replacement. I also requested for a stand by phone to be able to at least be connected with the world. But you being Microsoft: no resolution to the issue do not bother about customer's plight.

I have made umpteen connects with your customer care but to no avail.

Please can I now request you to refund the price of this phone for me to be able to buy another one? It's been ten days and the defective phone is already in your custody. Can you please action on this request urgently?

job sheet no. 308465550/160806/009

Response from microsoft: Dated 17th Aug, 2016

Dear Sonal,

Thank you for emailing Microsoft Mobile Device Support.

This e-mail is in reference to the concern with your Lumia 950 XL. I regret for the inconvenience caused to you.

In response to your email, I would like to inform you that the case is already forwarded to the concerned department. We will surely update you ASAP.

Please note that Microsoft does not have he policy to provide refund/compensation.

Further, I acknowledge the information received from your side and have taken your valuable feedback.

For any assistance, please contact our support on (City Code) 30303838.

Time: 09:00 AM To 06:00 PM (IST).

Working Days: Monday to Sunday.

Mail on 17 Aug, 2016

Dear team,

First of all I am fed up of your statements on "we understand the situation" etc etc. You actually don't.

I have been an ardent Nokia customer and with that legacy somehow continued with Microsoft. And that has been the biggest mistake.

First you sell defective products on premium, give incorrect resolution to customers, take eternal time to connect and solve customer's problems and still call yourself a customer driven company? I have surrendered the phone to you and it's been ten days, requested for a stand by, but to no avail.

If you are unable to meet product quality and customer services why you shouldn't refund the money?

Please note ASAP is not a word that denotes a timeline and unfortunately you guys don't understand that.

I would request you to share the resolution latest by tomorrow else I will be forced to take this case to consumer forum for all the financial loss and mental discomfort I have been through due to your defective product and lame services.

Response from Microsoft on 18th Aug, 2016
Dear Sonal,

Thank you for emailing Microsoft Mobile Device Support.

This e-mail is in reference to the concern with your Lumia 950 XL. I regret for the inconvenience caused to you.

In response to your email, I would like to inform you that the case is forwarded to the relevant department. We will surely update you when there is any update available so please wait for the time being.

Further, I acknowledge the information received from your side and have taken your valuable feedback.