- The Incident:
In February 2015, Jaskaran Singh ordered a Micromax LED TV from Amazon India for ₹22,791. Upon unboxing, he discovered that only half the screen was functioning properly. He immediately contacted Amazon’s customer service and was assured that the issue would be resolved through a refund or replacement.
- The Problem:
Despite numerous follow-ups through calls and emails, Amazon failed to issue a refund or replace the faulty TV. Jaskaran felt harassed and decided to take legal action. He filed a complaint with the District Consumer Disputes Redressal Commission, alleging deficiency in service.
- Legal Proceedings:
Amazon contested the case, arguing that it was merely a facilitator and not liable for manufacturing defects. They further stated that the complaint was misdirected as the seller and manufacturer were not included as parties to the complaint.
- The Court’s Observations:
The court noted that Amazon had taken responsibility for the product’s return and assured a refund. It concluded that by failing to fulfill this commitment, Amazon had provided deficient service. The court also dismissed Amazon’s argument of being a mere facilitator, citing their assurance of a refund as an acceptance of responsibility.
- Judgment:
The consumer forum ruled in favor of Jaskaran Singh, directing Amazon to:
- Refund ₹22,791 with 9% interest from the date of the complaint.
- Pay ₹5,000 as compensation for mental harassment and litigation costs.
- Impact:
This ruling set a precedent for the accountability of e-commerce platforms in handling defective product complaints. It highlighted that such platforms cannot escape responsibility under the guise of being just facilitators when they promise to handle returns and refunds.
Consumer Tip: Always document your interactions with customer service, including emails and call logs. This evidence can be invaluable if you decide to pursue legal action for unresolved issues.
Last modified: September 30, 2024
