A district consumer commission in Telangana has directed the manufacturer and two service providers of a smart television to refund its cost and pay compensation after the TV stopped functioning within six months of purchase.
Details of the order
The District Consumer Disputes Redressal Commission in Nalgonda ordered the television manufacturer and dealer to refund Rs 20,449, which is the cost of the set. Additionally, the company that sold an appliance protection plan was directed to refund Rs 1,499 paid for that coverage. All three entities were also instructed to jointly pay Rs 25,000 as compensation for mental agony and Rs 10,000 towards litigation costs. This brings the total payout to Rs 56,948.
Background of the complaint
The complainant, Gorentla Srinivas, purchased a Thomson QLED Ultra HD Smart Google TV through Flipkart for Rs 20,449 in January 2025. The television was delivered on January 16 and installed the following day. Srinivas also paid an additional Rs 1,499 for a one-year protection plan, which was on top of the one-year manufacturer's warranty provided with the set.
According to the complaint, the television operated without issues for approximately six months before it stopped working. Srinivas reported that he contacted Flipkart's toll-free helpline and emailed both the manufacturer and the dealer, but did not receive a proper response from any of them.
Eventually, a technician was sent by the company. Upon inspection, the technician determined that the main board needed replacement. Dissatisfied with the company's response, the complainant sent a legal notice demanding a refund.
Commission's observations
The consumer commission examined all the facts and evidence presented. It noted that in a WhatsApp message, the company itself admitted that the main board in the television needed replacement and repeatedly assured the complainant that the part was on its way.
"This amounts to clear admission on the part of the Opposite Parties regarding the existence of defect," the commission stated.
The bench held that by repeatedly promising a fix without ever delivering one, the companies were guilty of deficiency in service. The complainant had been "subjected to inconvenience, mental agony and financial loss" as the defect was never resolved.
Regarding Flipkart's role, the commission observed that it was only an online platform through which the sale was made and dismissed the complaint against it.
Final order
The commission ordered the manufacturer and dealer to refund Rs 20,449 for the television, the protection-plan provider to refund Rs 1,499, and all three to jointly pay Rs 25,000 in compensation and Rs 10,000 in litigation costs. These payments must be made within 45 days; failing which, the amount would carry 9 percent annual interest until paid.
