Voxya Success Stories - Indian Online Complaint Board

March 4, 2019March 6, 2024

Most Common Customer Complaints in India

Most reported complaints by consumers

This bar graph depicts the most reported consumer complaints. ‘Damaged/No product delivered’ accounts for more than 23% of the entire complaints filed on Voxya. ‘No refund initiated’ or ‘Promised return not given’ comes in at second place with nearly 14% consumers reporting this issue.

‘Bad customer support’ accounts for more than 5% of the total complaints issued on Voxya whereas a similar number is also seen under the category ‘Extra charges levied/Amount debited without knowledge’.

Damaged/No product delivered

The most common issue faced by consumers is either ‘product not delivered’ or ‘damaged product delivered’. So far a total number of 266 such complaints have already been registered on Voxya, in January. Unsurprisingly, the E-commerce section accounts for more than 76% of such complaints which is followed by the Food Safety and Home Appliances department at 6.77% and 4.1% respectively.

Bad Customer Support

This bar graph depicts the information regarding ‘bad customer support’. The majority of e-commerce complaints about poor service as it accounts for nearly 25% of the overall complaints. Home appliances and bank departments come in at 2nd and 3rd place respectively for poor customer support.

No refund/cashback received

No refund/cashback received is the second most talked about an issue by consumers on Voxya, an online consumer forum. Unsurprisingly, most e-commerce consumer complaint about this issue as it accounts for a total of more than 75%. Bank customers, as well as travel customers, also face the same issue as it accounts for a combined total of nearly 13%. Only a small minority from the Real Estate complain about this issue.

Extra charges/Charged without knowledge

This triangle bar depicts the issues faced by consumers regarding ‘extra charges levied or charged without knowledge’. Majority of e-commerce consumers have complained that amount from their bank has been deducted even though they didn’t place any order. Home Appliances, Bank and Telecom consumers also complained about similar issues in large numbers.

February 21, 2019April 30, 2019

Consumer Complaint Against DTH Operator Resolved – Voxya Consumer Forum

On December 9, 2018, Mr Mannu Datta filed a consumer complaint against Tatasky regarding the DTH connection at his home. As soon as we received the complaint, immediate actions were called regarding this issue. We started collecting the information and soon drafted the legal notice. On 18th, December 2018 the legal notice was sent to Tatasky DTH Operator. After 37 days, on 14th, January 2019 the consumer complaint was marked as resolved by the client at 4:24 pm.

A brief look into the complaint

Mr Mannu Dutta came to us regarding his complaint against Tatasky DTH Operator. According to him, it was 16th October 2018 when he paid an amount of Rs. 2200/- to Tatasky by visiting at their website www.tatasky.com. This online transaction was done through Mr Dutta’s JK Bank account. In spite of making the full payment our client did not receive any service from Tatasky. Neither the DTH connection was installed nor the customer care was responding to the queries. Every time he got the same reply “we will look into this matter in two-three days”. As television is one of the biggest source of entertainment as well as relaxation after the hectic day to day work schedule, our client was worried about this issue. He also approached them and tried to explain the entire matter to Tatasky customer care by talking to them 30 times but no solution was provided to him. Our client managed to arrange the Bill from BillDesk payment solution stating that the amount has been credited to Tatasky. Mr Dutta was worried about his hard earned money which he spent for the Tatasky connection but neither the connection was installed nor his money was refunded. In spite of using Tatasky for 12 years Mr Dutta had to go through this hard situation.

The resolution provided by us

After getting tired of making frequent calls to Tatasky’s customer care without receiving any solution Mr Dutta visited our consumer complaint forum on 9th December 2018. He was frustrated and mentally stressed with this issue and found our forum to be helpful in resolving his complaint. He selected two of our services which were sending a legal notice to Tatasky and preparing the case documents for consumer forum if he does not receive any solution within 30 days of sending the legal notice. After understanding the complete matter we checked the evidence and then immediately drafted the legal notice against Tatasky. The notice was sent to Tatasky DTH Operator on 18th December 2018. Another copy of the notice was sent to Mr Dutta’s residence as per our policy. Being into a legal procedure this issue took 37 days time to get resolved but the resolution was worth it. On 14th January 2019, Mr Dutta visited our portal once again and marked his complaint as resolved. He seemed to be happy to receive the resolution from Tatasky DTH Operator.

Mr Mannu Datta’s Testimonial for Voxya

-”My complaint was resolved quickly within 30 days. Voxya thanks a lot, my matter has been solved yesterday. So, I am highly thankful to you.”

Always be alert as a consumer

Consumers should always have receipts with them which can be used as evidence if needed because the court believes in evidence rather than verbal stories. For example, we could help Mr Dutta in resolving this issue only because we had the evidence to prove his points. Either it is an online transaction or offline, consumers should always have the receipts, bills, invoice, online transaction details, SMS alerts from banks etc. Nowadays consumers are facing frauds and trouble every other day and keeping these records will help them to play safe.

The Consumer Protection Act itself says that a consumer is a person who “buys” any good or “hires” any service and when there is absence of payment transaction between the two parties, the consumer does not have the right to complain under this law. In our country, many consumers are unaware of their rights and hence a large section of traders continue their business without receipts and records to mislead the consumers. Failure to issue a bill or receipt is considered an unfair trade practice under the same law and consumers have the right to be protected from any unfair trade.

If any DTH provider refuses to issue the bill, they can be dragged straight to the court under the knowledge of Telecom Regulatory Authority of India. Being alert as a consumer is the key point for protection against any kind of frauds.

February 20, 2019April 30, 2019

TRAI’S New DTH Plan Creates Chaos Among Consumers

TRAI, also known as Telecom Regulatory Authority Of India has recently come up with a new scheme for consumers which enables them to select channels of their choice and appropriately pay as per their choice of channels. This will help to reduce the burden of a common man who has been paying a huge amount of subscription to operators even for unwatched channels.

For this Trai has launched a web application to help the consumers in selecting their desired packages. Though his regulation for Indian television and the broadcasting sector has been implemented since February 2019, people all around the country are still confused about it. TRAI’s application will help consumers in selecting the desired channels and also knowing their total cost beforehand including 18% GST.

Now the subscription fees have been distributed in two categories: -one is NCF- Network Capacity Fees which is just like a recurring fixed rental payment paid every month and the other one is the price of selected paid channels. For example:- The NCF for 100 channels is Rs.130/- and if you select two paid channels of Rs. 20/- each then your total monthly cost would be 130+40=170 rupees. However, there are three slabs provided for NCF which are Rs.130/- for 100 channels, Rs. 150/- for 100 to 125 channels and Rs. 170/- for 125 to 150 channels.

There are 550 FTA i.e. Free To Air channels at present and the other channels are paid ones. Consumers don’t need to pay any amount for the FTA channels. The basic motive of TRAI’s web application is to optimise the selection of the channels and calculate the bill. Consumers can also download and print the selection along with the calculated price through this application.

TRAI has implemented these new tariff guidelines to decrease the burden of NCF on the cable DTH customers. The deadline for the implementation of the cable DTH tariff plan for the cable operators and broadcasters has been extended to 31st March 2019. Although this regulation has been implemented for decreasing the burden on DTH consumers still consumers are facing a lot of difficulties in using this new tariff plan.

Currently, we are receiving many consumer complaints against the DTH cable operators countrywide. Many DTH consumers are coming to our portal to file complaints against popular DTH companies. Most of the complaints are related to issues like operators are still charging fees for the unwanted channels, they are not upgrading tariff plan as per the user’s choice and in some cases, though the payment has been made still the consumers are not able to view the selected channels. In fact, a few of the consumers are also complaining that they are facing difficulties in selecting their desired channels due to technical issues or errors at operators end. Such consumer complaints are increasing day by day and a lot of chaos has occurred among the consumers regarding this new cable DTH tariff plan.

Though TRAI has requested the DTH operators to create the best-fit-plan for the subscribers, the subscribers are advised to collect information about the new rules and guidelines which have been imposed since 1st, February 2019. Let’s hope that this new framework will bring a positive revolution in Direct-To-Home entertainment.

February 18, 2019April 30, 2019

Inferior Product Delivery, Pepperfry Complaint Resolved

consumer complaint against pepperfry resolved

Timeline

It was 10:18 am on 21^st of November, 2019 when the consumer complaint was filed against Pepperfry. We immediately took actions against this matter and started the social media campaign at 1:08 pm on the very same day. With this, we also sent emails to pepperfry for resolving this issue as soon as possible. Soon our client received a call from the Pepperfry’s CEO office and the consumer complaint was resolved on 22^nd November 2019 at 11:40 am.

A brief about the Pepperfry complaint

Our client Mr. Anubhav Guha filed a complaint at our consumer complaint website against a very well know furniture selling company Perrperfry.com. It was regarding a Queen-size-storage-bed which was purchased by our client from pepperfry.com.

While ordering the bed online our client was sure about his decision of ordering a Queen-size-storage-bed and this product will fulfill his requirements but things turned upside when the bed arrived. Mr. Guha noticed that the bed seems to be completely different from what he actually ordered from pepperfry. Although for a storage bed, its necessary to attach the bed with a fixed base so that it can be used for storing things in that area but the manufacturer did not provide any fixed covered base and instead there were rubber mats. The bed which was delivered to our client was neither a storage bed nor the bed which was displayed on the pepperfry.com’s website while ordering it online. In fact, the product description was completely different from what was actually delivered.

This was a moment of shock and disappointment for our client as he paid Rs. 10394 to purchase this bed online and the delivered product was not expected at all.

So, Mr. Guha visited our portal on 21st November 2018 and requested us to help him resolve this issue.

Resolution provided by us : Pepperfry Complaint Resolved

-We looked into this matter and started a social media campaign as soon as we received the complaint from Mr.Guha. The campaign was spread all over the social media like Facebook, Twitter, etc. We also sent an email to pepperfry requesting them to resolve this issue as soon as possible. Understanding this matter we knew that these actions will work for sure to solve this matter and the same happened.

It was 22nd November 2018 when our client Mr. Guha received a call from pepperfry’s CEO office and the issue was resolved within a days time. Pepperfry initiated the refund to Mr. Guha the very same day.

Mr. Anubhav Guha’s Testimonial for Voxya

– “I posted a complaint at Voxya and then posted the link on Pepperfry’s Facebook page. I got a call from Pepperfry CEO office and they initiated a refund quickly.”

Visit Consumer Case Against Pepperfry (Resolved)

Be aware of online fraud

-Today, a lot of people have been cheated while shopping online. Sometimes the e-commerce sites are fake and sometimes fraud takes place on the original sites too. It is really hard to differentiate between fake and original websites and also fake and original products which are being displayed on the website. So, we can always try to be sure about what we are purchasing and where we are spending our hard earned money.

First of all, we should always check the quality of the image which is being displayed for the product, fake product images and fake websites always have a bad quality image represented their product.

The second thing which should always strike a customer’s mind is that there is an unbelievable price mentioned for each product. Sometimes they show special deals and discounts but in reality, they just attract customers towards their fraud schemes. That impossible for a good brand to sell to many things in such a small price or low cost.

Next and the most important point to be noted is that the fake websites mostly don’t mention their contact details, addresses or working contact numbers. They do this so that they can vanish away with the money and nobody can contact them of file complaint against company because they can not be tracked. Before placing orders it’s important to find the contact details and check if the given details are genuine or not.

At times the websites are genuine but the manufacturers who are displaying their products on the site are fraud. So to be aware of such sellers, the consumers must check the reviews of the product, the quality of the image of the product, also check if the product description matches the product in the image or not and if the price looks genuine for example if there a 40 inch LED TV for 6000 rupees that too from a very well known brand, it obviously sounds fishy.

These are some points which help a consumer to keep themselves protected and from online frauds.

Know : How we resolved Pepperfry consumer complaint in just two days