Model code of practices to be adapted by brands
Presently most of the retailers/brands for products like Air-conditioners, fridges, washing machine, LEDs and allied products of domestic appliances do not have proper complaint mechanism which results in harassment to the consumers as he is unable to get the proper services after the sales of the products. Even in some cases specially in e-commerce situation, many a times the consumer gets item which is either defective, broken or dead on arrival. Same issue is faced even on buying from show rooms, retailers etc when the product is purchased from retail outlet but is not possible to be tested before accepting the deliveries. Many a time an AC brought to the home in peak summer does not get operated due to gas leakage and it may take even few weeks to get gas filled due to poor responsive brand. While the consumer has already paid the cost of the product he is unable to use even for weeks, months etc. which either is repaired or replaced after a very long time. In a scenario where the product is found defective/dead on arrival, the consumer is forced to buy the repaired product. This also encourages the retailer to sell even the known defective products. The consumer is advised to contact the authorised service centres/ manufacturers to lodge the complaint thus absolving themselves from the responsibilities of extending a working product. There are number of issues faced by the consumers and the consumer in the end feels humiliated/harassed.
As per the report brought out of a recent survey done by LocalCircles Administrator, close to 90% participants expressed the need of :
1. A functional toll free number, email and and a website of all the brands
2. a Maximum of response time of 72 hrs. for the brands
3. Specifying the maximum time to be taken for brads to close a consumer complaints.
4. Publishing information about expected end of service support date on the product label and on their website to enable consumer to make an informed decision.
In view of such numerous problems being faced by consumer, it is necessary to take up issue with appropriate authorities to mandate all the retailers/brands for a simple robust cost effective complaint mechanism through a published model code of conduct. I have identified few and request other members to provide their valuable inputs. In my view there is a need to:
1. All retailers/brands/outlets provide details of the officials including name, contact number, email id, postal address with whom the complaint can be registered. The consumer may be acknowledged with the complaint number through SMS/ Email depending upon the manner in which the complaint is made.
2. All the products defective/dead on arrival whether online supply or supply through show rooms/retailers should get replacement within 24 hrs of making a complaint to the point of purchase.
3. The invoice may contain the information of the consumer care centre invariably along with the item description.
4. The consumer be acknowledged with the complaint number by SMS/Email through an automated mode or say within 4 hrs at the maximum.
5. While acknowledging the complaint, the consumer be also intimated the approximate time within which the complaint is expected to be resolved.
6. After resolution of the complaint, the complaint may be closed only after explicit verification of the consumers feedback by giving some time frame and if no feedback is received within the stated time frame, the complaint be closed as resolved. In my view the time frame may be say 24 hrs.
7. Each brand may specify their time frame to resolve the complaints on their website to enable consumers for an informed decision at the time of purchase.
8. The brands may adhere through a code of practices to publish the data on a quarterly period or as appropriate pertaining to the number of complaints received and resolved during the reporting period.
9. While specifying the products available for the market, the brands may provide certain details like
a. Expected life of the product
b. The time period for which critical spares as required for after sales service beyond warranty period would be available.
c. If any spare is not available during the warranty period for a certain specified time of the complaint, the product should get replaced
d. Any product not meeting to the expected life of the products should get upgarded with proportional discount equal to the shortfall in its life expectancy.
The above points are suggestive and the members of this community may like to suggest/ add their points through model code of practices. more
As per the report brought out of a recent survey done by LocalCircles Administrator, close to 90% participants expressed the need of :
1. A functional toll free number, email and and a website of all the brands
2. a Maximum of response time of 72 hrs. for the brands
3. Specifying the maximum time to be taken for brads to close a consumer complaints.
4. Publishing information about expected end of service support date on the product label and on their website to enable consumer to make an informed decision.
In view of such numerous problems being faced by consumer, it is necessary to take up issue with appropriate authorities to mandate all the retailers/brands for a simple robust cost effective complaint mechanism through a published model code of conduct. I have identified few and request other members to provide their valuable inputs. In my view there is a need to:
1. All retailers/brands/outlets provide details of the officials including name, contact number, email id, postal address with whom the complaint can be registered. The consumer may be acknowledged with the complaint number through SMS/ Email depending upon the manner in which the complaint is made.
2. All the products defective/dead on arrival whether online supply or supply through show rooms/retailers should get replacement within 24 hrs of making a complaint to the point of purchase.
3. The invoice may contain the information of the consumer care centre invariably along with the item description.
4. The consumer be acknowledged with the complaint number by SMS/Email through an automated mode or say within 4 hrs at the maximum.
5. While acknowledging the complaint, the consumer be also intimated the approximate time within which the complaint is expected to be resolved.
6. After resolution of the complaint, the complaint may be closed only after explicit verification of the consumers feedback by giving some time frame and if no feedback is received within the stated time frame, the complaint be closed as resolved. In my view the time frame may be say 24 hrs.
7. Each brand may specify their time frame to resolve the complaints on their website to enable consumers for an informed decision at the time of purchase.
8. The brands may adhere through a code of practices to publish the data on a quarterly period or as appropriate pertaining to the number of complaints received and resolved during the reporting period.
9. While specifying the products available for the market, the brands may provide certain details like
a. Expected life of the product
b. The time period for which critical spares as required for after sales service beyond warranty period would be available.
c. If any spare is not available during the warranty period for a certain specified time of the complaint, the product should get replaced
d. Any product not meeting to the expected life of the products should get upgarded with proportional discount equal to the shortfall in its life expectancy.
The above points are suggestive and the members of this community may like to suggest/ add their points through model code of practices. more
Viewed by 1965
View all 23 comments Below 23 comments
Maturity of market where consumer gets reasonable respect and assurance for the quality of products is still away in our country. The Governments wish to collect maximum taxes and thereby, the manufacturers and sellers have interest in selling protecting benefits to governments. Our governments and its officials are busy in their vested interests keeping interest of public aside. Balance in such matters is not seen in near future unless the Governments start thinking on optimising the cost of various products by virtue of various available mechanisms being practised in various countries. more
Feb 21
Good article and problems are well articulated. However, I have some questions on the //recent survery// that was mentioned. a. Were the consumers asked on how they look at the price margins? (i.e., exact same product but different price among different vendors). b. Were the consumers naturally inclined towards a cheaper price? c. In that event, was price the only driver for purchase or did the consumer make an informed decision about service? I believe some of such questions will help the survey drive on what choices did consumer take to have the retailer exploit a situation. In current digital age, business can quickly become irrelevant if they do not prioritize consumer/ customer demands. A different perspective to excessive regulations by govt. is to empower/ educate the consumer to make right choices for the right price thereby cutting down on such phony businesses! more
Feb 18
I agree the quality of at service at the time of installation too is pretty Some time ago i purchased a Samsung microwave oven. When the technician came and installed this gadget at home, he was required to instruct me on how to use it. It was rather opaque and dull.. These modern day gadgets are capable of so much, their manuals is unfriendly being fine print(to read this booklet requires extra effort and magnifying glasses!). As of now I am able to use the oven perhaps only 20-30% of its capacity. more
Feb 17
