Consumer Commission Orders Free Repair or Replacement of Defective Smart TV
Warranty Rights Reinforced in Consumer Protection Ruling.
The District Consumer Disputes Redressal Commission, Mohali, has directed a television manufacturer to either repair a defective smart television free of cost or replace it with a new unit after finding deficiency in service during the warranty period.
Facts of the Case
The complainant purchased a 55-inch smart LED television through an online platform for approximately ₹25,077.
During the warranty period, the television developed technical defects.
The consumer repeatedly contacted the manufacturer through complaints, emails, and other communication channels seeking repair or replacement.
Despite acknowledging the complaint, the company allegedly failed to provide any satisfactory solution.
Efforts Made by the Consumer
The consumer:
Raised service requests with the company.
Sent emails regarding the defect.
Approached consumer helplines.
Issued a legal notice before filing the complaint.
Even after these efforts, the issue remained unresolved.
Proceedings Before the Commission
The company failed to appear before the consumer commission despite service of notice.
Consequently, the matter proceeded ex parte.
Commission’s Findings
The commission observed that the television developed defects during the warranty period and that the manufacturer failed to fulfil its obligations under the warranty terms.
The company’s failure to provide effective after-sales service amounted to deficiency in service and unfair trade practice.
Relief Granted
The commission directed the company to:
Repair the television free of cost within 30 days; or
Provide a new television of the same or equivalent specifications.
Pay ₹10,000 towards mental harassment and litigation expenses.
Key Legal Takeaway
Warranty is not merely a marketing promise. When a product develops defects during the warranty period, consumers are entitled to proper repair, replacement, or other remedies as per law.
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