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Mobile firm, service centre told to refund money

Friday, December 07, 2018
By A Staff Reporter

The handset had developed issues within one-year warranty period; service centre neither repaired nor returned it

A city Consumer Forum declared a leading electronic products manufacturing company and its service centre deficient in service as the latter neither repaired nor returned a mobile handset, which developed a software glitch within a year of its purchase.

The company and its service centre have been asked to refund the cost of the handset to the complainant, along with interest, from the date that it was handed over for repair. The Forum has also directed them to pay compensation.

The complainant Ramesh Ghag had purchased a Samsung Galaxy Star Pro mobile from a retailer in Charni Road in July 2014. It developed issues and stopped working in June the next year. The customer had then given it for repair to an authorised service centre of the company in Grant Road. The service centre had found that the handset had a hanging problem due to a software glitch and took it into their custody for repair. As per the complaint, the mobile phone was then neither repaired nor returned to him despite repeated visits to the service centre. The complainant had also approached a NGO working in the field on consumer welfare. Despite a notice from the NGO to either repair the handset or refund the cost of the handset to the complainant, no redressal was made.

Both, the service centre and the company also did not appear before the Consumer Forum when the complaint was being heard. The Forum stated that 120 days after the mobile was given for repair, it was  neither repaired nor returned. Further, that it was of the opinion that the mobile had a manufacturing defect. It went on to state that in the warranty period, repairing the mobile was the responsibility of the service centre on behalf of the company, but the service centre did not repair the mobile and that the complainant had been sold a unit with manufacturing defects.

The Consumer Forum further stated that since the service centre was an authorised one of the company, it should have sent the mobile to the company, which in turn should have repaired the handset. Also, that the company should have accepted the handset being its manufacturer, but that it did not show such responsibility.

The Forum ordered that the service centre and the manufacturer both pay a compensation jointly to the complainant for mental agony caused to him as well as the physical trouble of having to go repeatedly to the service centre.

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