Hyderabad: Flipkart and Jeeves Consumer Services, which provides protection policy for mobile phones purchased on Flipkart, were pulled up by Hyderabad Consumer Disputes Redressal Forum for wrongly accusing a customer of cell phone driving.
The two firms were penalised for wrongly rejecting the claim of the consumer, Rajesh Nanabala, without evidence.
Nanabala said he was travelling on a bike when his phone dropped from his pocket and the screen got damaged. He filed a claim with Flipkart and Jeeves Consumer Services but they rejected it saying the phone was damaged while traffic rules were being violated.
The forum opined that the very fact that the complainant was made to send a series of emails must have been very frustrating for him. It stated that the two companies had been inefficient and negligent.
In addition, they turned down Nanabala’s claim accusing him of driving the bike and perhaps talking on the phone at the same time.
“It is their responsibility to prove their case. Mere assumption is not material evidence. For a gross traffic violation, proof is imperative,” the forum said. “(Flipkart and Jeeves Consumer Services) have not bothered to represent or contest the dispute and their silence speaks volumes about their callous behaviour. A mobile protection plan must necessarily include accidental damage,” it said.
The forum said that customers who opt for mobile protection should also get hassle-free service. The two companies have exhibited a great degree of inefficiency and negligence, it said.
It directed them to pay 25 per cent of the mobile phone cost of Rs 14,437 for screen damage, Rs 10,000 for the delay and frustration suffered by Nanabala and Rs 5,000 towards costs.
