Ahmedabad Consumer Secures Full Refund in Warranty Dispute Over Defective Refrigerator
In a significant victory for consumer rights, a resident of Ahmedabad has successfully obtained a full refund of Rs 84,000 for a defective refrigerator after the manufacturer demanded an inspection charge despite the product being under warranty. The case was resolved through the intervention of the Consumer Education and Research Centre (CERC), a non-profit organization based in Ahmedabad that has been dedicated to protecting consumer rights since its establishment in 1978.
The Purchase and Initial Complaint
Amitbhai J Vyas, an Ahmedabad consumer, purchased a Bosch Limited free-standing fridge-freezer from a retail store for Rs 84,000. The product was covered under the manufacturer's warranty, which typically ensures free repairs or replacements for defects arising from manufacturing issues. However, during the warranty period, Vyas encountered a persistent problem with the vegetable tray.
Meghavi Joshi, manager of the Complaint Department at CERC, explained the defect to The Indian Express: "During the warranty period, Vyas experienced a persistent defect in the vegetable tray, where moisture continuously accumulated on the upper glass shelf, causing water droplets to fall into the tray and damage stored items." This issue not only affected the functionality of the refrigerator but also led to spoilage of food items, prompting Vyas to take action.
The Warranty Dispute and Company's Demand
Vyas lodged a formal complaint with Bosch Limited, expecting the issue to be addressed under the warranty terms. To his surprise, despite the product being under warranty, Bosch demanded Rs 800 as visiting charges for inspection. This demand was perceived as unfair and unjustified, as warranty coverage typically includes free diagnosis and repair for manufacturing defects.
Aggrieved by this additional charge, Vyas escalated the matter by sending an email to Bosch Limited in May 2025, marking a copy to CERC. In his communication, he sought a refund due to the unresolved defect and the company's insistence on the inspection fee, which he argued violated the warranty agreement.
CERC's Intervention and Resolution
Following CERC's intervention, Bosch Limited contacted the complainant and requested his bank details. Subsequently, the company refunded the entire purchase amount of Rs 84,000 and arranged for its authorized service center to collect the defective refrigerator from Vyas. This outcome highlights the effectiveness of consumer advocacy organizations in mediating disputes and ensuring that companies adhere to their obligations.
Anindita Mehta, CEO of CERC, emphasized the legal protections for consumers: "A consumer should be aware that companies are not allowed to charge for repairs, parts or labour when in warranty if it is a manufacturing defect arising from faulty parts or poor workmanship. The cost of technician's visit to diagnose the defect and replacement of parts should be without cost to the consumer."
Key Takeaways for Consumers
This case underscores several important points for consumers facing similar issues:
- Warranty Rights: Manufacturers cannot impose charges for diagnosing or repairing manufacturing defects during the warranty period.
- Consumer Awareness: Being informed about one's rights is crucial in challenging unfair practices.
- Role of Organizations: Consumer protection bodies like CERC play a vital role in resolving grievances and holding companies accountable.
Meghavi Joshi stated: "This case highlights the importance of consumer awareness and the role of consumer organisations in ensuring that manufacturers honour their warranty obligations and do not impose unjustified charges on consumers."
Anindita Mehta also clarified exceptions where charges may apply: "Charges may apply when there is misuse or neglect, failure to follow maintenance instructions, physical damage, or frivolous requests if the technician cannot find any actual defect." However, in this instance, the defect was genuine and covered under warranty, making the company's demand inappropriate.
The Consumer Education and Research Centre continues its mission to empower consumers through education and advocacy, reinforcing the importance of vigilance and knowledge in safeguarding consumer rights in India.
