Voxya Success Stories - Indian Online Complaint Board

March 5, 2019April 30, 2019

Mobile Phone Purchase Related Issue, Resolved – Flipkart Complaint Resolved

consumer complaint resolved at Voxya consumer forum online

Timeline:

On November 9th, 2018 at 1:40 pm Mr. Prabhakar Chaturvedi filed a complaint at our portal against Flipkart. When we received the complaint, immediate actions were called regarding this issue. We sent an email to the company and started a social media campaign. After a few days on November 21st, 2018 at 12:01 pm Mr. Chaturvedi again visited our portal and marked the complaint as resolved.

A brief look into the complaint

Mr. Prabhakar purchased a “Lyf Water 7” mobile phone from Flipkart on 26th May 2018 at 6:05 pm. The mobile phone was successfully delivered at his address but a few months later the phone showed some technical issues. Mr. Chaturvedi got worried when his mobile phone completely stopped working. He went to the nearest service center and found that the mobile set which was delivered to him by Flipkart was a second handset. Our client was upset with this fact that when he paid for a brand new phone why he received a used one. Neither Lyf nor Flipkart provided any solution to our client to resolve this problem. So he came to our consumer complaint forum to file a complaint against Flipkart. Mr. Chaturvedi did not want to lose his hard earned money to any kind of frauds so he came to us to find a resolution for him regarding this issue.

Resolution provided by us

After trying several times to find a solution on this matter, Mr. Chaturvedi filed a complaint at our portal on 9th November 2018. As soon as we received the complaint, we started the social media campaign on Facebook, Instagram and Twitter. We also sent an email to Flipkart seeking a resolution on this complaint. On 21st of November, 2018 Mr. Chaturvedi visited our portal himself and marked his complaint as resolved.

Mr. Prabhakar Chaturvedi’s Testimonial for Voxya

“My new mobile had a problem and the company refused to repair it, but my problem was resolved through Voxya. Thank You Voxya.”

Be alert all the time while shopping online.

There are many ways through which online fraud can take place, but an alert mind can always help a consumer to stay protected against fraud. At times the mobile phones sold online are refurbished and the seller mentions it but in a such a way that the buyer’s eyes skip this little detail. So a consumer must read everything about the product before purchasing it. Most of the times the websites are genuine but some of the products displayed on them by the manufacturers are fraud. That is why while shopping online one should always read every point mentioned in the product description.

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.