- This topic has 51 replies, 29 voices, and was last updated 1 year, 1 month ago by
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BI recently ordered a Samsung Galaxy Z Fold6 5G from Amazon India on 20th April 2025. The phone was delivered on 25th April in a sealed box and was clearly listed as brand new — and I paid the full market price for it.
Right after unboxing the phone, I tried to purchase the official Samsung Care+ insurance plan. To my surprise, I was denied. When I contacted Samsung support, they informed me that the device had already been activated on 29th August 2024 — 8 months before I even received it.
This means the phone was pre-activated and not new, even though Amazon sold and shipped it as a brand new product. I even have video evidence of the unboxing, clearly showing the sealed packaging.
I’ve contacted Amazon multiple times, shared all evidence, but have received no help, no explanation, and no resolution. No refund, no replacement — just silence.
This is not just a case of poor customer service — this is fraud. Selling a pre-activated device while claiming it’s new is a serious consumer rights violation and an unfair trade practice.
If Amazon can get away with this kind of deception, it puts every buyer of high-value electronics at risk. We, as consumers, deserve transparency, accountability, and the confidence that we’re getting what we’re paying for.
I’m posting this to warn others and seek suggestions:
• Has anyone faced something similar?
• What legal or regulatory steps can be taken here?
• Which consumer grievance platforms would be effective?Any help or visibility would be appreciated.
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AAmazon doesn’t sell you the device. It is sold by sellers. File a case on the seller mentioning all these details.
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EThis brother. File a complaint on that seller too on Amazon to deplatform him as well. Scums everywhere.
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BBased on response from OP so far – Amazon is offering full refund but OP is not looking for just refund but may be wants “something extra”.
Ideally, OP should go after the seller and make Amazaon as e-comm platform provider but for some reason OP doesn’t want to go after the seller.
Normal course of action should focus on getting full refund first and then pursue consumer forum or civil suit.
Current approach is sounding strange to me.
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Chttps://consumerhelpline.gov.in/public/
File a complaint on this.
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SI don’t think they do anything. I have complained about a computer course i joined where they told me there will be max 20 students but there were 125. I left after 15 minutes of first class. My case was disposed with flimsy reason after 8 months. Yes I could appeal. But not happy with first level. I think contacting amazon ECR is better bet like someone suggested
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CWell that’s the first step second step will be to file a consumer case in consumer court. Whereas I know the NCH gives 45 days to companies to resolve the matter and the court will take a few years. Recently it has become really hard to return anything expensive for Amazon or Flipkart even if there is any defect you can’t do anything.
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RI actually helped a lot of my friends in case of online frauds by filing a complaint on consumer helpline site…. And it works every damn time for me…. Most of the matters were resolved on the first level…. So it works
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SIf you have used a credit card for this purchase, you can open a dispute too with the supporting documentation that you may have from Samsung.
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IThis is a very common occurrence with e-commerce. Thankfully, you bought from Amazon (and not Flipkart), so your money is still safe.
I faced and successfully resolved the same issue with my 2.5-year-old device just 10-15 days ago.Here is what I did:
1. I got an acknowledgement from Samsung that the device was activated before my billing date.
2. I shared the acknowledgement and bills with Amazon CCE.
3. My case was escalated through the CCE–>Escalations Desk–>Leadership Desk–>ECR.
4. The final escalation is to the “ECR – Executive Customer Relationship” (this is your goal). This is the only team that can take action.Once connected with ECR, it took me 10 days to get my money back.
P.S. At each step, after every call, ask the call attendant to email you the content summary of the call.
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BThey are offering me refund
But I refused
This is fraud
And after finding the fraud they are saying they will refund
This is like
Chori pakde jane ke baad chori ke paise wapas dena-
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IThe seller has committed fraud. Amazon is compensating you for it in good faith, as it happened on their platform.
If you wish to claim more than the amount you paid, Amazon’s in-house mechanism may not help; the same applies to the NCH.You will need to pursue the conventional route of filing in a consumer court against the seller, with Amazon named as a party.
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RAmazon is chor…no better than flipkart.
Your issue must have been solved and even I was a happy customer till last year.
Now I dont order from Amazon -
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LIf paid by CC you can issue a chargeback via the bank right away and can tell them you’ve tried to work with the vendor
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LI only see this in the post
> no explanation, and no resolution. No refund, no replacement — just silence.
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ENeedlessly prolonging the matter. Amazon has already offered you a refund but you have rejected it. When you get a sub standard product, your objective is to get your money back. If you are concerned about fraud, can file a separate civil or criminal suit. What else do you want Amazon to do apart from issuing a refund? They might internally ban or fine the seller.
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BROHIT
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A-29, Mohan Co-operative Industrial Estate,
Mathura Road, Badarpur
NEW DELHI, DELHI, 110044
INPAN No: EPNPR3443L
GST Registration No: 07EPNPR3443L1Z8-
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LThat seller looks suspicious. Seller has to be present in Bengaluru. Also 1.3 lakh is not too good to be true price. But it is less than the actual price in the current market. You have been cheated by the seller. Amazon is reluctant to refund as they probably processed everything by now. If you are already done contacting amazon regarding this, your best option will be NCH. Write a note of everything happened after the purchase. Attach three images as visual proof and wait for their response. Meanwhile keep pushing amazon for the refund.
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QThis happened to me a few years ago. Bought an MI phone for my father-in-law and its battery started getting drained within 2 hours from day 1. A call to MI customer carebwith IMEI number revealed it was a used phone, for which I had paid full price. It took me weeks of relentless pursuit, first through phone calls to customer care of MI and Amazon. And when these seemed to be getting nowhere, I turned to the one place where companies fall in line within no time : X (Twitter back then). MI offered to replace the battery free of cost even though it wasn’t their fault (it was offcourse the seller’s fault). Amazon reached out to me and sent me a brand new phone while taking back the old one, and promised to blacklist the seller from their platform (hope they did).
So yeah, my suggestion would be to post it on X, it has worked numerous times with me for multiple cases of banks/airlines/other services companies not doing enough to provide their customers with the basic services they’re supposed to. -
QMissing things in the post.
Amazon has offered a refund to OP. But OP is not willing to take it.
The complete silence from Amazon as said in the post is a misrepresentation of the facts at least.
Not defending OP, but we need to look past the post nowadays to understand the full story.
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