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सफलता की कहानी / Success Story #2587863

NCH Docket No.: 2587863 Dated: 2021-02-26 Sector: Electronics Products
Problem Reported: Consumer had purchased branded Bluetooth enabled speakers in August 2020 for ₹10799/- . After about four months, the product stopped working and it did not switch on. Consumer raised a grievance to the company’s customer care and when the technician examined the product, he said that the motherboard needed to be changed. Since the product was under warranty, he raised the repair request. On following up with customer care, he was informed initially that as the part is not available, he would have to wait for 15 days. After 15 days consumer again got the same answer. He kept getting the same answer every time that he enquired. In the last week of January 2021, the company informed him that his product would be replaced within 15 days, and that he should keep the product packed so that their courier partner could pick it. But even after a month, neither was the product picked up nor had he received the new product. He requested NCH to please look into this grievance.
Escalation by NCH: As the company is a convergence partner of the National Consumer Helpline, the grievance was responded by the company on the NCH Portal that “Replacement sent” and gave the AWB number
Consumer Remark in INGRAM: Very Good! Prompt action. Keep it up.
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