DPIIT Registration Fees in India: A Complete Guide
01 Jul, 2025
By Online Legal India
Published On 27 Nov 2020
Updated On 21 Jun 2025
Category Consumer Complaint
Mobile and laptop users frequently encounter issues such as defective products, service delays, or denied warranties that disrupt daily life. These problems affect productivity and lead to unnecessary stress and financial strain. Limited response from customer support teams leaves many consumers stuck without a clear resolution. Understanding the right approach to raise a formal complaint becomes crucial in such situations. Taking action through proper channels ensures accountability and helps protect your rights as a consumer. In this blog, you will learn how to file a complaint against mobile and laptop companies.
Mobile and laptop companies often receive a high volume of complaints from customers due to product and service-related issues. Here are some of the common complaints against mobile and Laptop companies:
Many customers receive devices that do not work properly. Issues include screen flickering, battery draining too fast, frequent shutdowns, or unresponsive touchscreens. These problems appear within days or weeks after purchase.
Brands often deny warranty claims without proper inspection. They give reasons like water damage, accidental fall, or customer negligence, even when the customer handles the device carefully and the fault is technical.
Service centers fail to repair devices within the promised time. Customers submit their products for service but do not receive timely updates or replacements. This delay causes inconvenience, especially when the device is essential for work or study.
Some buyers complain that the product they receive has signs of use. It may include scratches, missing seals, or altered packaging. These indicate that the device is not brand new, although the seller claims it is.
Customer support fails to resolve complaints effectively. The helpdesk repeats scripted replies and does not escalate the issue to senior staff. Many users report that their concerns remain unanswered even after multiple attempts.
Brands sometimes demand payment for repairs that should fall under warranty. Customers pay for replacement parts or service charges without any valid reason, despite warranty coverage.
Software glitches, slow performance, and failed system updates are common. These issues affect the device’s usability and do not receive proper technical support.
Buyers receive devices with different features from those listed on the website. This includes lower RAM, missing accessories, or outdated models.
Below is the step-by-step process to file a complaint against mobile and laptop companies:
Step 1: Visit the Official Website
Open the official website of the company. Go to the bottom of the homepage and click on the link that says "Support" or "Customer Care". This section provides all the options to raise a complaint. Do not visit random or third-party websites to avoid fraud.
Step 2: Submit a Complaint through Online Support
Use the online complaint or service form available on the website. Enter correct product details such as model number, serial number, and purchase date. Describe the problem clearly. Upload a scanned copy of the purchase invoice or warranty card if asked. Note the complaint or reference number generated after submission.
Step 3: Call the Customer Care Number
Call the toll-free customer care number provided on the website. Speak to a support executive and explain the issue step by step. Give the product details and tell them if the product is under warranty. Write down the complaint number provided during the call. Keep this number safe for follow-up.
Step 4: Send an Email to the Company
Go to the “Contact Us” or “Grievance Redressal” page. Look for the official email ID of the support team or grievance officer. Write an email with the product issue, purchase details, and previous complaint number. Attach a soft copy of the bill, service center receipt, and photos if the device is physically damaged. Ask for a written response within a fixed time.
Step 5: Visit the Authorized Service Center
Search for the nearest authorized service center on the official website. Carry the product, original invoice, and warranty card. Ask the staff to inspect the device. If they accept it for repair, request a printed service receipt or job sheet. If the staff refuses service, ask for the name and contact information of the service manager and inform the company about the incident through email or call.
Step 6: Ask for the Resolution Timeline
Always ask the company how much time they need to resolve the issue. Note the expected delivery or resolution date. Keep checking the status on the website or through the helpline. If there is no update within the given time, escalate the issue to a higher level.
Step 7: Follow Up with Complaint Reference
Use the complaint number for all follow-ups. Call the helpline, send an email, or raise the issue on the company’s official social media. Explain the issue briefly and mention the complaint number. Many companies respond faster when customers post issues publicly on their official social pages.
Below are the steps to file a complaint against mobile and laptop companies through the consumer forum:
Step 1: Send a Legal Notice to the Company
Prepare a legal notice and address it to the company’s registered office. Write down the complete details of your issue. Include facts such as product name, price, nature of defect, and your effort to resolve the problem. Mention the date you last contacted the company and the outcome of that communication.
Demand a clear action from the company. Set a time limit, usually between 15 to 30 days, for them to reply and resolve the matter. Attach a copy of the bill and previous emails or messages exchanged. Keep a copy of the legal notice for your own reference. Dispatch it through registered post with acknowledgment receipt to ensure proof of delivery.
If the opposition party do not solve issues or does not confirm to provide any resolution or does not respond at all in the specified period, you can go for consumer forum.
Step 3: Identify the Appropriate Consumer Forum
Choose the forum based on your total claim value, which includes product price, service charges, and compensation amount:
Step 4: Collect All Required Documents
Gather all papers that prove your claim. Include the original bill or tax invoice of the product. Attach screenshots of email communication, chats with customer care, and photographs of the defective product. Add service reports or job sheets if you visit any authorized center. Attach the legal notice and proof of its delivery.
Also include a signed affidavit that states the facts mentioned in the complaint are true. Add a copy of your ID proof such as Aadhaar, PAN, or Voter ID.
Make three complete sets of the file- one for the forum, one for the company, and one for yourself.
Step 5: File the Complaint Online or Offline
Choose between online and offline filing based on your convenience. For offline filing, visit the nearest Consumer Forum office and submit the complete complaint file along with the prescribed fee. Ensure that you attach all supporting documents in the correct order and collect an acknowledgment receipt after submission. For online filing, go to the official consumer complaint portal
Step 6: Wait for the Forum to Admit the Complaint
Once submitted, the forum reviews your complaint. If all documents are in place, the forum accepts the case. A notice is sent to the company. The company must respond within the time given, usually within 30 days. The forum may allow a short extension if the company requests more time.
Step 7: Attend the Hearings
After the forum admits the complaint, you must appear on the scheduled hearing dates. You may attend in person or through a legal representative. You can also join virtually if the forum allows video hearings.
Answer all questions clearly. Show the original documents if the forum asks. If the company gives a false statement, point it out with proper proof.
Step 8: Receive the Final Decision
Once the forum completes the hearing process, it passes a final order. The forum may direct the company to take specific action repair the product, give a refund, replace the item, or pay compensation. It may also ask the company to pay your legal expenses.
Filing a complaint against mobile or laptop companies through customer care, escalation, or even the National Consumer Helpline is an option, but the process can be time-consuming, complex, and often involves repeated visits and legal costs. An easier and more efficient solution is Online Dispute Resolution (ODR). It helps you resolve issues such as faulty devices, poor service, or warranty refusals through a fast, paperless, and legally recognized system.
Online Dispute Resolution (ODR) is a convenient way for consumers to settle complaints without visiting a court or legal authority in person. It works through secure digital platforms where users can file their complaints, upload proof, and take part in mediation or arbitration to reach a solution. It is recognized under the Consumer Protection Act, 2019 in India, ODR makes the process faster, easier, and more affordable.
How does it work?
There are main components of Online Dispute Resolution (ODR) including mediation, and arbitration. These components come from Alternative Dispute Resolution (ADR). Here is a detailed explanation:
Mediation:
Mediation is a process where a neutral person, called a mediator, helps the consumer and the company talk through the issue calmly and clearly. The mediator does not take sides or make a decision but guides both parties to understand each other and work together to find a fair and peaceful solution.
Arbitration:
Arbitration is a formal way to settle disputes with the help of a neutral person called an arbitrator. The arbitrator carefully studies the case, listens to both sides and examines the evidence. After that, they make a final decision. This decision is binding, so both the consumer and the company must accept it. In Online Dispute Resolution (ODR), arbitration takes place completely online, which makes the process faster, simpler, and more comfortable for everyone involved.
Below are the key reasons to choose ODR:
ODR helps resolve complaints within a fixed time. It avoids long delays that often happen in traditional courts or consumer forums. The platform follows a step-by-step process with clear deadlines for each stage.
You do not need to visit any office or court. You can file your complaint, submit documents, and attend meetings through your phone or computer. The entire process works from any location with internet access.
ODR reduces overall costs. It removes expenses such as travel, legal consultation, and court fees. Most platforms take a small registration fee and offer support without hidden charges.
Anyone can use ODR platforms without legal training. The websites and apps give clear instructions for each step. You only need to upload documents, explain your issue, and wait for updates.
ODR follows the Consumer Protection Act, 2019. The final order, especially in arbitration, carries the same legal power as a court judgment. You can also enforce the decision if the company refuses to follow it.
You can raise your complaint at any time of the day. You do not need to adjust your work schedule or wait for appointments. You control the timing of your actions.
All information remains safe on the platform. You receive regular updates through email or SMS. The platform records every step to maintain full transparency throughout the process.
Here is the step-by-step process to file a complaint against mobile and laptop companies through ODR platforms:
Start the process with proper documentation. Gather the product invoice, payment confirmation, and warranty card. Include photos or videos that show the fault, such as screen damage, battery issues, or malfunction. Keep all email and chat records with customer care. Add service request numbers or any written responses from the company. These records help prove the complaint and support your claim clearly.
Visit a government-recognized Online Dispute Resolution (ODR) portal or a recognized Online Dispute Resolution platform such as Online Legal India. It is better to contact privatized ODR platforms so that you get faster resolution without any delay. The mediation or arbitration will start faster than you expect.
As soon as you get connected with an ODR platform such as Online Legal India, a neutral mediator will be appointed for you. The mediator contacts both you and the company through secure digital channels. They allow both parties to speak, understand each side, and try to settle the issue fairly. The mediator does not force any decision but helps both sides agree on a solution. The process takes place within a set time limit.
If the mediator cannot resolve the matter, the platform moves the case to arbitration. This shift happens only if the mediator gives a written statement that mediation has failed. The company must agree in writing or have an existing arbitration clause. The complaint must meet legal conditions under the Arbitration and Conciliation Act. The consumer must file within the valid time frame under the Limitation Act and submit all earlier records.
An independent arbitrator reviews the case. Both sides join the hearing digitally. The arbitrator listens to the complaint, checks the documents, and considers both arguments. The platform ensures a fair and structured hearing. The arbitrator works under the legal rules and does not allow delays or bias during the process.
The arbitrator gives a final decision after studying the complete case. This decision is legally binding. Both you and the mobile or laptop company must follow the outcome. If the award orders the company to replace the product, offer a refund, or repair the issue, the company must take the action as stated. This closes the complaint with a lawful solution.
Conclusion
Complaints against mobile or laptop companies can be resolved effectively by collecting proper documents, providing clear issue details, and submitting them through a verified platform. Defective products, delayed service, or unfair practices should not be ignored. Every consumer deserves fair treatment and timely resolution. The entire process becomes faster, more convenient, and legally supported when handled through an ODR platform. If you want to file a complaint, reach out to Online Legal India. They help resolve consumer issues through Consumer Dispute Resolution (CDR). The process takes place under the Online Dispute Resolution (ODR) system for quick and legal outcomes.
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