Little did Karthik foresee the hassle he is experiencing when his car hit the median while trying to avoid a cyclist during his visit to Thanjavur in May. He left the damaged vehicle with an authorised service centre of the manufacturer in Thanjavur. After numerous reminders, the car was handed over to him around the third week of September. However, the car conked out the very next day — within 20 km from Thanjavur. Karthik who had a narrow escape took the car to the service centre again as it was obvious that whatever the problem, it was not identified and rectified.
Over a week ago, the service centre asked Karthik to take the car by paying Rs. 1 lakh. Karthik was shocked as he had already paid Rs. 1 lakh. When he contacted the insurance surveyor who had assessed the vehicle earlier and informed about the cost, the surveyor had explained that the service centre claimed to have replaced parts other than what was actually required and hence the excess cost. He also went on to say that this would not be covered by insurance as the replacement was uncalled for. The service centre had failed to verify with the customer about the actual work they planned to carry out.
When Karthik took up the issue with the manufacturere, the customer care gave him a complaint number and told him that a solution would be offered within 72 hours. However, nothing happened, and when he approached the customer care again, he was told that the senior officials would be updated. The complaint that he posted on their website evinced no response, and the website has no email either. Karthik is a disheartened man today.
In another instance, the notice sent to a multi-national company by Neeraj was returned due to wrong address. Incidentally, it was the address given on the company's website. When he called up the company's toll-free for complaints, the customer care executive refused to give him the correct address stating he was not authorised to. Why does the company refuse to to be transparent and give even basic details? Is this not illegal?
It is, indeed, surprising that companies, especially multi-nationals, that advertise extensively about their products and allure people into buying them, fail to offer proper after-sales service. We also find situations where, the same company that takes the Indian customer for a ride, treats a consumer from a developed country quite differently. This makes one wonder if the laws are not stringent enough or if there are gaps in implementation that give these companies the opportunities to harass consumers.
Though consumers can always approach consumer courts for redress, it is high time the companies were more proactive and consumer-friendly.
(The writer works with CAG, which offers free advice on consumer complaints to its members. For membership details / queries contact 2491 4358 / 2446 0387 or helpdesk@cag.org.in)
