Thrissur Consumer Commission Holds Reliance Digital, Service Centre Liable For Failure To Repair Defective TV During Extended Warranty Period

The District Consumer Disputes Redressal Commission, Thrissur, comprising Sri. C.T. Sabu (President), Smt. Sreeja S. (Member) and Sri. Ram Mohan R. (Member), held Reliance Digital and Teckwins Electronics liable for deficiency in service for failing to effectively rectify defects in a Sony LED Television during the extended warranty period. While the Commission found that the television suffered from a manufacturing defect, it declined to order refund of the purchase price since the manufacturer was not impleaded as a party and instead awarded compensation and litigation costs to the complainant.

Brief facts

The complainant, Johny A.K., had purchased a Sony LED Television from Reliance Retail Ltd. on 12-12-2015 for ₹34,900 along with an extended warranty of two years by paying an additional ₹3,667. During the subsistence of the extended warranty period, the television developed defects in its motherboard and became unusable. As directed by the seller, the complainant handed over the TV to Teckwins Electronics for repair, but despite repairs, the same defect reappeared shortly thereafter.

According to the complainant, the opposite parties failed to effectively repair the television despite the defect arising during the warranty period. It was further alleged that Reliance Digital had subsequently taken over the business operations of Reliance Retail in relation to electronic products. Aggrieved by the continued malfunctioning of the television and the failure of the opposite parties to provide proper service, the complainant approached the District Consumer Disputes Redressal Commission, Thrissur, alleging deficiency in service and seeking refund, compensation, and costs.

Contentions of the Opposite Parties

The 3rd opposite party, Teckwins Electronics (Service Centre), admitted that it had received the television for repair and issued a job sheet to the complainant. However, it contended that it was merely a collection centre of the 1st opposite party and was not responsible for carrying out repairs or for any manufacturing defects in the product.

The 1st and 2nd opposite parties failed to file their written version before the Commission and proceeded against ex-parte.

Observations and Decision

The Commission observed that the complainant had proved the purchase of the Sony LED Television along with the extended warranty and that the defects arose during the warranty period. Relying on the Expert Commissioner's report, the Commission found that the television suffered from a manufacturing defect in its motherboard. It held that the opposite parties had failed to properly rectify the defect, thereby amounting to deficiency in service.

The Commission further held that Reliance Digital, having taken over the business operations of Reliance Retail, inherited its liabilities, while Teckwins Electronics could not escape liability by claiming to be merely a collection centre. However, since the manufacturer was not made a party, the Commission declined to order a refund of the purchase price.

Accordingly, the complaint was partly allowed, and the 2nd and 3rd opposite parties were directed to jointly pay ₹20,000 as compensation and ₹10,000 as litigation costs with 9% interest per annum from the date of filing of the complaint till realization.

Case No.: CC 615/18

Case Title: Johny A.K. v. Reliance Retail Ltd. & Ors.

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