| NCH Docket No | 1767370 | Dated | 2019-12-02 | Sector | Consumer Durables |
|---|---|---|---|---|---|
| Problem Reported | Consumer had bought a suitcase through an online shopping portal in March 2019 for ₹4,999 for her parents aged 90 & 84 years for their travel to USA. On return, the luggage gave away and the suitcase was torn from one side. As directed by the shopping portal, she lodged her grievance with the luggage company, as the suitcase had a warranty of 5 years against manufacturing defects. The company replied that this issue was not covered under their Warranty Policy, since it was not a manufacturing defect, and was due to mishandling of the product | ||||
| Escalation by NCH | As the company is not under convergence with the National Consumer Helpline, the grievance was forwarded to the company by e-mail but no response was received. On further follow-up by NCH the Company responded that “Approval mail given to customer for replacement… Post confirmation from customer, will courier the replacement product.” | ||||
| Consumer Remark in INGRAM | Excellent, we received the replacement. We are grateful to NCH for their timely intervention. But for you, they would not have responded. Our sincere thanks to NCH for restoring the consumer rights. Thanks a million to NCH team for quick resolution. | ||||
