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सफलता की कहानी / Success Story #3001392

NCH Docket No.: 3001392 Dated: 2021-10-03 Sector: Electronic Products
Problem Reported: Consumer had purchased a branded Bluetooth portable speaker from an online shopping portal in mid- February 2021. It was a defective product, which got replaced by the company, but the unit replaced was also defective and old. The company replaced the product 3 times and then the issue was escalated to the company’s support managers. The consumer was contacted, pacified and the offer made was that instead of refunding ₹4299/- for this product, they would provide another similar product as a compensatory replacement. Accordingly, a reverse pickup was arranged, and the courier partner picked it up in mid April 2021 and the company’s support team gave him confirmation of receiving that defective product. However, since then, the consumer is chasing up with company on regular basis. They always say they will resolve this issue in next 48-72 hours but even after 6 months neither had the consumer received the offered product, nor had he received the refund of ₹4,299 that he had paid.
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 through xxxxxxxxxxx”
Consumer Remark in INGRAM: Excellent. Thank you for resolving this issue. Company has provided a new speaker replacement
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