Service job card, 14 Jul 2026
Samsung’s authorised service centre records the defect as LAPTOP / POWER NOT ON / ALWAYS, under full warranty, three days after delivery. The repair columns are blank. Nothing was repaired that day.
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Paid Rs 81,237
Delivered 11 Jul 2026
Without a working laptop 3+ months
Refunded by any company Rs 0
Documents
Sixteen documents and screenshots, as issued. Names, addresses, phone numbers, the order number, the serial number and a business tax number have been blacked out. Nothing else has been changed.
Product invoice, Rs 79,366
Tax invoice from the seller, Tech-Connect Retail, for the laptop.
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Fees invoice, Rs 747
Offer handling fee, credit card fee, and the Rs 306 Protect Promise Fee including Flipkart Trust Shield.
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Trust Shield, as shown on the order page
Advertised as “48hr Issue Resolution”, “Up to 100% refund”, “Damage protection” and “Doorstep service”.
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Trust Shield terms and conditions
The full plan terms. Section 2, Clause 5.18 excludes manufacturing defects “including but not limited to Dead on Arrival scenarios”.
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Order page: three rejections, one “refund” of Rs 0
Two refund requests and one replacement request, each “Return Rejected”. Below them, the Trust Shield line reads “Refund Completed. You returned this order because received a damaged product.” Amount: Rs 0. The customer never asked for Trust Shield to be cancelled.
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Help Centre: “your issue is resolved”, three times
24 July, 10:08 to 10:10 PM. Three identical messages, “As per our conversation your issue is resolved.” Then: “Please visit the nearest service centre.”
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Direct messages with Flipkart Support, 16 to 21 July
Flipkart asked for the job sheet, received it, then replied five times with versions of “we are looking into it”. “You have our word that we’ll connect with you to share an update.” No update came. The Samsung sheet is blurred here; it is shown in full above.
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Order page: “Service completed”
Flipkart’s order page showed “Service completed on Thu, Jul 16”. No service was completed on any date.
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Flipkart grievance, National Consumer Helpline
“We will revert on it” on 22 July. Closed on 27 July with a referral to the brand for repair.
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Samsung grievance, National Consumer Helpline
“Refund cheque approved” on 19 August. “Customer demand beyond policy. Hence case closed” on 24 August.
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Flipkart’s chargeback rebuttal
Flipkart’s answer to the chargeback: delivered, return rejected, so no chargeback. Its own screenshots show the return rejected at 11:23 PM on 16 July, 14 incidents and 4 returns on the order.
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Payment gateway letter
The gateway’s letter to the bank certifies delivery. It lists the customer as “Flipkart”, email abc@flipkart.com, phone 9999999999. It does not mention the defect.
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Card statement: reversal and payment
The temporary credit reversed on 29 September, and paid in full on 1 October. No interest or fee was charged.
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Statement of case filed with the RBI
The four page statement uploaded with the Ombudsman complaint on 5 October 2026.
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