Chandigarh Consumer Commission Holds Samsung Liable For Defective LED TV; Orders Refund And Compensation

Brief facts of the Case:

The complainant, Amrit Pal Singh , filed a complaint against Reliance Retail Ltd. (OP-1) and Samsung India Electronics Pvt. Ltd. (OP-2) before the District Consumer Disputes Redressal Commission-II, Chandigarh.

He stated that on 17 October 2021, he purchased a Samsung 60” UHD Smart LED TV with Wall Mount and a Boat 2.1 Ch Aavante Bar from Reliance Retail for ₹85,970, with a two-year warranty. On 1 March 2023, the TV developed a display issue with lines on the screen. Though the company assured replacement of the panel within a week, it took 18 days, and even the new panel was defective.

The complainant repeatedly requested replacement or refund through emails and a legal notice dated 26 March 2023, but neither OP-1 nor OP-2 resolved the issue. Reliance Retail failed to file its reply, and its defense was struck off. Samsung admitted a defect in the panel but claimed the warranty covered only repair or part replacement, not refund. It offered refund coupons worth ₹74,990, which the complainant refused, demanding a direct refund instead.

Finding no solution, the complainant filed the consumer complaint alleging deficiency in service and unfair trade practice, seeking refund of the purchase amount, interest, and compensation for mental harassment.

Contentions of the Complainant:
The complainant, Amrit Pal Singh, stated that he bought a Samsung 60” UHD Smart LED TV with Wall Mount and Boat Sound Bar from Reliance Retail Ltd. for ₹85,970 on 17 October 2021, with a two-year warranty. In March 2023, the TV developed lines on the screen, and even the replacement panel provided was defective. Despite several emails and a legal notice, neither Reliance Retail nor Samsung replaced or refunded the product. He alleged deficiency in service and unfair trade practice and sought a refund with interest and compensation.

Contentions of the Opposite Parites:
Reliance Retail did not file its written statement within the prescribed time, and its defense was struck off by the Commission.

Samsung admitted the panel defect but said the warranty covered only repair or part replacement, not refund. It claimed to have offered refund coupons worth ₹74,990, which the complainant refused. Samsung argued that it followed warranty terms and there was no deficiency in service on its part.

Observations and Decision of the Commission

The Commission observed that it was undisputed that the complainant had purchased a Samsung Smart LED TV and accessories worth ₹85,970 from Reliance Retail Ltd., and that the product developed a display defect during the warranty period. The Commission noted that even after replacement, the new panel was also defective, and Samsung (OP-2) had itself admitted to the defect and offered a refund of ₹74,990 in the form of coupons.

The Commission held that this offer clearly showed there was a major defect in the product. However, by refusing to refund the amount in cash and insisting on coupons, Samsung acted unfairly. The Commission observed that the company should have resolved the matter by refunding the amount directly instead of prolonging the dispute.

Accordingly, the Commission found Samsung India Electronics Pvt. Ltd. guilty of deficiency in service and unfair trade practice, while Reliance Retail Ltd. was not found liable as no direct lapse was proved against it.

The Commission partly allowed the complaint and directed Samsung (OP-2) to:

1. Refund ₹79,980 to the complainant with 9% interest per annum from 08.04.2023 till realization, upon return of the LED TV and wall mount.
2. Pay ₹10,000 as compensation and litigation costs.

The order is to be complied with within 60 days of receiving the certified copy.

Case Title: Amrit Pal Singh vs. Reliance Retail Ltd. & Samsung India Electronics Pvt. Ltd.

Case No.: DC/AB1/44/CC/237/2023

Click Here To Read/Download The Order