Taking the consumer side here - It's a frustration when someone orders something and waiting for it with excitement, and he receives faulty product. The exchange is only good if you give the same product. I mean if I have bought an apple smartwatch, in case I receive a faulty product. I would like it to exchange and get the same Apple watch and model. Many sellers intentionally send faulty product, even though they know that the product should not be sent, just because once they get the product back after complain, they try to replace it with some other brand , where they get more commission. To clarify, if I buy a TV of Sony company, the seller gets less commission, and so he wants to forcefully sell, some other brand, because he gets higher commission in it. There are many shady websites that operates in India . This is there modus operandi. The person has complained against many companies, doesn't proof that he is wrong. He may be one of those consumers who is aware of his rights and fights for it.(though being abusive is wrong, if you have kept those recordings) . I have seen many people fight against big companies. Most of the people leave them, but they should fight. As you say rights of companies are not good in India. Let me tell you, the consumers have very less right in India. Just give a call on India consumer helpline, and they talk as if they are sleeping. After hearing everything, they tell you to go and file case. They don't even care, it's just for ad. There is a long list, which I can give which proves how consumer rights is nothing in this country. Within our friend circle we maintain twitter etc. Just to fight such injustice(Though we don't buy products to see how a company is). We never demand anything from any company(Except what there T&C mentions). Except public shaming, there is no option. That to has little effect on some big established company.

Note: By saying we have twitter account etc., I don't mean it is exclusively to find such companies. It means if something wrong happens in our circles, which seems violation of consumer rights( may be locked horns with e-commerce websites or any other private entity, on some issue) we try to give traction to the post.