Tatacliq delivered a damaged TV and declined return

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nickymathew8...

I placed an order for an LG 43 inch TV on Tata Cliq on 23 March 2021. The box containing the TV was delivered on my doorstep on 27th March 2021 by a delivery person. I opened the box on the same day and found that the TV inside it had a crack on its screen. I intimated this to tatacliq within hours after the TV got delivered. To my surprise, when I asked Tata Cliq to take back the product, they refused to do so, saying that I was not supposed to open the box myself! An installation crew would have visited my place to install the TV and only they are supposed to open the cardboard box containing the TV. So Tata Cliq says that by just opening the box, I have forfeited the entire amount I paid for the TV!

Because of the pandemic situation, I did not want an installation team visiting my home to install the TV. Since I was planning to cancel the installation visit anyway, I did not read in detail the email from Tata Cliq informing me that they had raised an installation request for the TV. Somewhere inside that mail, there is a barely noticeable sentence that says “Note: Do not open the box till the brand authorized technician visits for installation/demo”. That’s it. No big warning messages or anything to let the customer know that there is some important information inside that email. The person who delivered the box did not tell me that I should not open the box. It was not written anywhere on the box that I should not open it. In any case, it is appalling that tatacliq is asking a customer to forget about his money because their courier partner did not handle the delivery properly.

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Why do not u think from seller side, what if buyer damages TV during installation and claims its damaged in transit?
They clearly send mail also not to open the box, everyone does it like FK/Amazon etc
Last year when I purchased 65" TV from Tatacliq, install person not coming for 3-4 days though I was tempted to self install but did not do it for fear of transit damage
U should have waited for install person.
As u said they should have clearly mentioned in big letters not to open on packing!
Now long way to go for u. What is the damage by the way?

Deal Subedar Deal Subedar
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I got ac delivered this summer from tatacliq and the order was honoured by croma store. I asked the delivery personal to open the box right away and did the video recording as well. The product came super fine so no regrets.

However, I have learnt from my online shopping experience if you are buying anything which is costly or fragile always ask delivery personal to open it or open it in front of him and simultaneously shoot video

Deal Newbie Deal Newbie
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caks2006407 wrote:

Why do not u think from seller side, what if buyer damages TV during installation and claims its damaged in transit?
They clearly send mail also not to open the box, everyone does it like FK/Amazon etc
Last year when I purchased 65" TV from Tatacliq, install person not coming for 3-4 days though I was tempted to self install but did not do it for fear of transit damage
U should have waited for install person.
As u said they should have clearly mentioned in big letters not to open on packing!
Now long way to go for u. What is the damage by the way?

We were under the impression that installation/demo for a TV is not mandatory, but something that can be cancelled if the customer doesn’t want it. In fact, for the same TV, installation is optional on Amazon. Also we bought a very similar TV for our parents from Reliance digital for which we cancelled the installation and did it ourselves. We admit that we didn’t read all the emails from tatacliq line by line. We just assumed that they will be like Amazon from whom we never faced any trouble for processing returns. As you said, if you think from the seller side, they can suspect that the customer mishandled the TV. But how can an e-commerce portal be run without placing some amount of trust in customers? For example, what if it was an expensive product not requiring an installation, like a phone? Then if the customer finds it broken upon opening the package, then the seller can still suspect that the customer broke it, but he cannot use any hidden clause to shift the blame on to the customer. Or like you said, they will have to make it mandatory for all buyers to shoot videos of opening the package. Or the delivery person himself must open the package and shoot a video on front of the customer. But we believe there must be an element of trust in the customer. We informed tata Cliq within hours of delivery of the box that the product was broken. Even the seal of the packet containing the power cord has not been opened yet. You can imagine how carefully a customer who paid so much for a TV would handle it: with utmost care! Unless the customer is some psycho, there is no way he would handle it so carelessly as to break the screen. Ok, psychos exist, but e-commerce companies always run that small risk. Their business model should contain some kind of insurance that covers the extremely small number of careless customers. A much much higher probability is for the product to get damaged in transit, during which it is handled by people who have absolutely no investment in the product. For this eventuality, tata Cliq must surely be insured. But they choose to suspect the customer at the slightest possible opportunity. This is the kind of behaviour shown by those indian stores where they won’t take back something you have bought even one second after the bill is made. All of this aside, tata Cliq seems to have put ZERO effort in ensuring that every customer is aware of their anti-consumer return policy, which is different from that of other e-commerce portals. It is very easy to miss a line inside a long email or message unless the email is captioned with “IMPORTANT INFORMATION INSIDE” or something. There were so many ways, like writing on the box etc., by which they could have let us know that the box should not be opened. They chose not to do anything other than put a line inside a seemingly unimportant mail (what is the guarantee that the customer is actually even seeing these mails?).

Deal Cadet Deal Cadet
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All online retailers ask customers not to open tv boxes, this is a standard practice.

Deal Cadet Deal Cadet
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Better to check warranty details whether it covers your issue or not. If it covers then call the customer care and replace the broken part.

Deal Cadet Deal Cadet
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Buddy only installation person can help you now. Wait for the installation/demo team to arrive to your place. When they arrive offer some tea/snack tell them what exactly happened & request them to report damaged in transit. The return will be smooth & you will also get the refund provided tatacliq not registered a case/complaint already for the same. Your mistake You shouldn’t have contacted tatacliq immediately regarding the damage of the TV unit.

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