My complaint was against HP and their agent Redington India began when despite several assurances they did not replace an all-in-one device bought at great expense, and in fact assessed by their own technician as being defective in the extended warranty period and requiring replacement.
Despite assuring me that they had escalated the matter a number of times, they did not even have the courtesy to contact me, much less replace the defective device. Even after sending a legal notice, they did not favourably and chose to ignore the problem rather than offer an amicable way of resolving the same. This continued for 5-6 months.
That's when I got in touch with Akosha. I think the idea behind Akosha is fantastic and its certainly encouraging to see young people take up the cause of the average consumer who tends to be bullied and mistreated by most companies here regardless of their stature and global reputation. While one cannot complaint of the services provided in terms of the fee charged (which was rather economical), there is certainly a lot that can be done by Akosha to improve. I think the real strength of your services would be to confront the companies on social networking. I may be wrong, but in my case, as far as I was informed there was only one twitter post made to HP - which they pretty much ignored save for a brief reply that didn't amount to much.
I feel Akosha should be much more aggressive on social networking, than it is, and I am sure you will see results. As far as the complaint for the consumer court, I was not satisfied with the quality of the drafting. But I reiterate that at Rs. 500/- it's hard to expect much more and I understand that. I just wished Akosha focused more on social networking, as well as contacting senior officials of the company directly, because at the end that's what worked in my case. When I personally sent a letter to the MD of the company directly, I immediately got a call from their escalation team and they moved into action.
While what they offered me in the end was also not magnanimous on their part, it was not worth my while to fight further with them, and I accepted the refund for my device and warranty.
Wish you guys all the best. Keep up the good work, and I hope you take my criticism in the right spirit!
You can also file your complaint with Akosha and get it resolved!
Complaint DescriptionHewlett Packard and their agent handling warranty repairs, (Redington India) have not replaced the All-in-One device (Printer / Copier / Scanner / Fax) bought for Rs. 19,800/- despite the fact that the device was under extended warranty (purchased for an additional Rs. 2,400/-) and their own technician who had examined and tried to repair it on 16.08.2011 has stated in the written report that the printer must be changed. The original complaint was of 09.08.2011, and despite following up with them numerous times they have not replaced the printer. Once they said a device that was of an inferior model and so it was sent back. Another time they sent a defective piece which did not work out of the box, so that was sent back too. Since they did not replace it for such a long period, after about 50 days I had to buy a new device. Till date (about 5 months from the original complaint) they have not taken any action, despite sending them numerous e-mails to their escalation helpdesk, making numerous phone calls to them, and even sending them a legal notice on 20.09.2011. Would be really glad if you could intervene. (I will provide a more detailed account if this is something you may want to pursue).