Cases against Amazon India and DTDC settled by CGSI intervention in record time

Cases against Amazon India and DTDC settled by CGSI intervention in record time

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BCR NEWS (MUMBAI) Consumer Guidance Society of India (CGSI), the pioneer consumer organization founded in 1966 has been working for the protection of consumer interests since last so many decades. Its Consumer Complaints Redressal wing receives plenty of grievances from consumers which the legal aid arm addresses on a weekly basis.

“Recently, we received a complaint through our helpline email id: mah.helpline@gmail.com from one Mr. Rahul Chandak about Amazon India where he ordered 3 items and two of them got cancelled without even bothered to check with him,” says Dr. M.S. Kamath, Hon. Secretary, CGSI. He explains the ordeal of this gentleman: “When the order was added to cart, it was showing 3 - 4 days time for delivery and after placing the order it shown the order will be delivered between 29 October 2014 and 31 October 2014. When the consumer called Amazon and followed up for delivery, they threatened to cancel the order. On 29 October, the consumer receives two emails; one stating 1 item is out for delivery and the second mail stating that the two other items are cancelled and the money is refunded as the product is not available. The consumer cited this as cheating by Amazon India since the product at the time of placing the order shown ‘available’ and the money was taken on the same day on 22 October 2014. After 7 days, without even taking the consent of the customer Amazon cancelled the order. Imagine Rs 770/= from one customer and 1000 customers got the same treatment – Rs 770x1000 = Rs 7, 77,000 is been used by Amazon for 7 days and cancelling the order. More than this, the credibility of the customer was at stake since he promised the delivery of three packets to his customers and could deliver only one packet to them was an embarrassment for him and his organization.

 “Due to CGSI’s timely intervention and escalation of the matter, Amazon India agreed to compensate the customer by uploading two vouchers worth Rs 1100 in his name and the matter is settled now,” says Dr. Kamath.

In the second case this week on mah.helpline@gmail.com was from one Ms Pallavi Pawar who used the services of DTDC to send a parcel to Rochester, USA which was received in damaged condition. Despite of her one month follow-up with DTDC management, no action was taken but ignored her emails. Her registered post letter also did not get any response from DTDC.

After receiving the complaint from Ms Pawar, CGSI intervened and wrote to DTDC management asking them to look into the complaint and reach an amicable solution. The complaint received by CGSI from Ms Pawar was on 29 October2014 and CGSI sent a mail to DTDC on the same day and soon responded DTDC to Ms Pawar’s satisfaction and the matter is settled now.

If the complaint is valid, as a practice, CGSI’s Consumer Complaints Redressal wing takes the next step. A letter is written to the concerned company/party to solve the matter amicably with the complainant. Failing which, the legal arm guides the complainant to move forward with legal remedies. It is a complete consultation and guidance session where each complainant is addressed personally with a nominal fee of Rs 150 to 250 for the service. “The duration of these sessions depends on the gravity of the grievance,” concludes Dr. Kamath.

CGSI’s other activities include: Consumer education, conducting talks and exhibitions to spread consumer awareness among urban poor and rural areas, testing consumer products and publication of a bi-monthly magazine ‘Keemat.’