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Mobile phones top 1,134 Dubai consumer complaints in Q3

Majority of the complaints were about mobile phones, he said, adding that review of complaints showed wrong use of the phone led to the malfunctioning of the devices.

As many as 1,143 complaints on electronic items have been lodged with the Consumer Complaints Section of the Department of Economic Development-Dubai (DED) during the third quarter of the year, according to Ayman Bilal Al Falasi, Senior Director of the section.
Majority of the complaints were about mobile phones, he said, adding that review of complaints showed wrong use of the phone led to the malfunctioning of the devices. Al Falasi said the complaints included 9 categories of which 116 were pertaining to non-compliance with the warranty conditions; 248 on violation of conditions; 62 on trade fraud; 10 not abiding to the announced prices; 154 on money refunding; 12 on adding extra charges. "The number of complaints regarding faulty devices accounted for 317; replacement of products stood at 128 while complaints for other reasons stood at 106," he said. Prices and after sale services were the most prominent complaints filed by the consumers, which include manufacturing defects and consumer not sure of the sale and purchase policy.
Al Falasi urged the consumer to exercise extra caution when buying products and ensure the product is authentic.
He blamed the consumer for not checking the product whether it is complying with the standards or not.
"The consumer who buys a product through online shopping will be shocked to find it is not in compliance with the specifications provided by the portal. The dispute between the consumer and the company arises at this point," he said.
Some online companies sell counterfeit products, and when complaints are filed on such items, they are referred to the agent of the product to furnish the department with the reports on the product in dispute, and whether the same fake product is being sold at the company's other branches or not.
"In case the website is proven fallacious, further actions will be taken, which might end up with the shutdown of the business in consultation with the competent authorities," he said The section will slap a fine of Dh15,000 if the product is not meeting the required standards, and it will multiply the fine for repeated violations, he added. He, however, said the DED deals with different kinds of complaints and solves all in cooperation with the parties concerned, maintaining the rights of the consumer as well as the traders.
Complaints & Responses:
He got it for free, but it didn't work:
A consumer lodged a complaint against a company, claiming he got a sim card for free, but it didn't work. He demanded that the company either repair the sim card or replace it with a new one. The Consumer Complaints Section contacted the company, which agreed to replace the faulty sim card with a new one.
Matching cabinets not delivered:
A trade store agreed to paint a consumer's kitchen cabinets with a colour that matched the interior design of his kitchen. The store, however, failed to do so, following which the consumer lodged a complaint with the Consumer Complaints Section. The section reviewed the complaint and the agreement signed between the two parties. It then directed the store to change the colour of the cabinets.
Pay up to get job done:
A consumer signed an agreement with a contracting company to build an extension for his building. However, he claimed the company did not adhere to the agreement and failed to finish the job as agreed.
The Consumer Complaints Section contacted the company, which said the complainant had not paid the cash he was supposed to for constructing the facility. The section then directed the consumer to pay the outstanding amount to get the job done. He agreed to pay the amount in installments
salah@khaleejtimes.com