Bought on amazon, product malfunctioned, can't contact manufacture and amazon is helpless

57°
Missing
Deal Cadet
75
116
13

Hello guys,
I bought a Kenstar refrigerator from Amazon in 2017 and it stopped working now and a local mechanic confirmed compressor failure.

I tried to contact Kenstar but no response and then I contacted Amazon. Amazon said their team will get in touch with Kenstar and get back to me. Its been almost 3 months and we also bought another refrigerator but amazon guys tells me each time it will be resolved. Sometimes they say are not responsible for manufacturer warranty. Meanwhile, I was able to contact Kenstar but they say it is not for the refrigerator but for other products and they cannot book a complaint. They clearly says, for refrigerator warranty is from the dealer and in this case I need to contact Amazon but Amazon refuses.

After so much fighting, finally amazon asks me to produce a service denial letter and they can proceed further. Actually, amazon agreed that they cannot reach the manufacturer but they are asking me to get a denial letter.

GUYS, if you were in my shoes what you will do??

Actually, I am much worried about the amazon behavior but not the amount involved here. Isn’t there any grievance redressal system in Amazon? What are my rights as a customer?

Regards,

9 Comments  |  
8 Dimers
Missing
Deal Major
7,078
23570
292

Same happens with FK too
It all depends on the manufacturer response

Back when Le Max 2 had FP sensor issues (Post return period)..FK did nothing even when there’s no Operating LeEco service center anywhere
They sold it for couple more months until they finally discontinued the product
Same applies to HTC phones too..there’s hardly any service center (Atleast until the recent wildfire launch) and yet FK and Amazon sell HTC phones with 1 year manufacturer warranty

Best case, Amazon will throw away one 500/1000rs compensation gv to shut the customer’s voice

Missing
Deal Cadet
58
187
5

I think There’s no way somebody will offer support for the product bought in 2017.

If any way support can be provided is from Kenstar service centres otherwise need to repair it locally

Missing
Deal Subedar
42
2808
26
pyaajtamatar wrote:

I think There’s no way somebody will offer support for the product bought in 2017.

If any way support can be provided is from Kenstar service centres otherwise need to repair it locally

It is cheaper to replace compressor rather than to repair it for the manufacturer.
I request OP to lodge a complaint at consumerhelpline.gov.in

Missing
Deal Cadet
75
116
13

Deleted

Missing
Deal Cadet
75
116
13
pyaajtamatar wrote:

I think There’s no way somebody will offer support for the product bought in 2017.

If any way support can be provided is from Kenstar service centres otherwise need to repair it locally

The compressor has a 5-year warranty. It has to be honored. I am not bothered about the money involved here but we need to think twice before buying online…

Missing
Deal Cadet
409
223
4

Look for actual seller’s address, Email, Phone number in your order invoice. Try to contact them, provide them all the details and ask them to raise a service request with manufacturer on your behalf.

If the seller refuses or was unable to contact manufacturer, then raise a complaint with consumer grievances portal. You can take legal action against manufacturer and seller as they are both bound to honour warranty/Service agreements.

IMO Amazon is not liable in your case, because Amazon/EComm sites only acts as a mediator between seller and customer. Their job is done once the product has been delivered safely and return window is closed.

Refer attached image for Steps to download invoice.

https://cdn0.desidime.com/attachments/photos/587018/original/Screenshot_20190926-011840.jpg?1569446332

Missing
Deal Subedar
388
1600
30

Its a classic case where you can get compensation if you are willing to complain in consumer court.
And compensation or warranty will provided by kenstar

Missing
Community Angel
98
32543
534
animesh7785474 wrote:

Its a classic case where you can get compensation if you are willing to complain in consumer court.
And compensation or warranty will provided by kenstar

+1, 100% chances of winning the consumer case and handsome compensation
Just need to put aside some time, wont be too long a case

Missing
Pro Critic
181
4762
139

Register a consumer court case against them and everyone will start running to help you.

Missing