Adilabad: Flipkart fined Rs 1.1 lakh for failing to repair mobile phone, refund money

Adilabad District Consumer Disputes Redressal Commission has directed Flipkart to pay Rs 1.1 lakh compensation to a customer for failing to repair the mobile phone or refund the money.

The complainant had to miss online classes due to the deficiency of service from the e-commerce platform.

Complainant Mohammad Awaiz, a 20-year-old student, purchased a Realme 6 Comet for Rs.15,999 from Flipkart in May last year. He also paid an additional Rs.449 for complete mobile protection.

However, the phone did not function properly. It was sent `Jeeves Consumer Services' for repairs in September 2020. The service provider promised that it will repair and deliver the device within 10-15 business days. However, the company failed to deliver the device within the stipulated time and whenever the complainant called them, the company dragged its feet.

The complaint sought for refund and sent a legal notice to the in October 2020 by e-mail. They later promised to pay 70% of his invoice amount according to their terms and conditions. When he posted a screenshot of their terms and conditions in which they clearly mentioned that they will refund 80% of the invoice amount if the consumer registers the claim within 0-4 months, he got a mail promising to pay as per the norms.

The company informed the complainant to send the document. They said it will take 3 business days for verification and 7 business days to refund. The complainant waited for 10 days but they again failed to refund the amount.

When the complainant called the company in September and October 2020 on their helpline number, they told asked him to wait for five business days. However, they failed to repair or refund the money.

Flipkart filed Vakalath through their counsel but failed to appear and did not file counter.

After going through the case file, the Commission said ignoring the complainant's reminders clearly shows the deficiency of services and unfair trade practices. The commission said they could see the suffering endured by the complainant due to the actions of the opposite party.

The commission directed Flipkart and Jeeves Consumer Services to refund the invoice amount of Rs.15,999. Besides, it asked the company to pay compensation of Rs.50,000 for mental agony, Rs.40,000 for loss of online classes, and Rs.20,000 for harassment. The commission asked them to pay Rs 5,000 as the cost of litigation.