As per the reports, the Flipkart and Jeeves Consumer Services, which apparently provides protection policy for mobile phones purchased on Flipkart, were pulled up by Hyderabad Consumer Disputes Redressal Forum for falsely accusing a customer of cell phone driving.
How Did This Happen?
According to sources, the two firms Flipkart and Jeeves Consumer Services were penalized for wrongly rejecting the claim of the consumer, Rajesh Nanabala, without evidence.
The consumer Nanabala said that he was traveling on a bike when his phone dropped from his pocket and the screen got damaged.
After that, he filed a claim with Flipkart and Jeeves Consumer Services but they rejected his claim saying the phone was damaged while traffic rules were being violated.
What Does The Hyderabad Consumer Disputes Redressal Forum Say?
In response, the forum said that the very fact that the complainant was made to send a series of emails must have been very frustrating for him.
They said that the two companies had been inefficient and negligent.
In addition, they turned down Nanabala’s claim accusing him of driving the bike and perhaps talking on the phone at the same time.
The forum said “It is their responsibility to prove their case. Mere assumption is not material evidence. For a gross traffic violation, proof is imperative,”.
The added “(Flipkart and Jeeves Consumer Services) have not bothered to represent or contest the dispute and their silence speaks volumes about their callous behavior. A mobile protection plan must necessarily include accidental damage,”.
Apart from that the forum also said that customers who opt for mobile protection should also get hassle-free service. They said that the two companies have exhibited a great degree of inefficiency and negligence.
They also directed them to pay 25% of the mobile phone cost of Rs 14,437 for screen damage, Rs 10,000 for the delay and frustration suffered by Nanabala and Rs 5,000 towards costs.
What Does Consumer Forum Observed?
Before this also many incidents have be reported to consumers forum against online platforms selling goods and services.
In a case of customers getting empty package for camera and getting charged, the Pune District Consumer Disputes Redressal Forum has asked the e-commerce platform Flipkart to pay Rs 44,000 as compensation to a customer for a camera worth Rs 28,890.
During this case, the consumer complaints body had observed that “Nowadays, online shopping is spreading everywhere because it’s time and money-saving, but the responsibilities of the companies cannot be over after the sale of a product as it is the bounden duty of the companies to satisfy their customers. It does not give any liberty to usurp the money of the consumers by sending wrong or defective items”.