Recurring Defects In Newly Purchased Laptop, Hyderabad District Commission Orders Lenovo To Refund Purchase Amount And Pay Compensation

Brief Facts:

Mohammed Irshad Ahmed (“Complainant”), a chartered accountant relying heavily on computers for daily work, approached the authorized dealer of Lenovo India to purchase a laptop. Paying Rs. 72,500/-, the Complainant encountered troubles with the laptop starting in February 2023. After contacting customer care, a technician replaced the battery, resolving the issue temporarily. In April 2023, heating and operating system problems persisted. Despite several repairs by the technician, the issues remained unresolved. The Complainant escalated the matter via email to Lenovo but received no proper reply. Feeling aggrieved, the Complainant approached the District Consumer Disputes Redressal Commission – I, Hyderabad, Telangana (“District Commission”) and filed a consumer complaint against Lenovo.

In response, Lenovo contended that the complaint was an abuse of legal process and should be dismissed. Denying service deficiency, it argued that it provided appropriate resolutions and took necessary actions to rectify the reported issues. It emphasized that it is a commitment to excellent after-sales service through authorized service centres. It argued that the Complainant was not entitled to replacement or refund since the service technician attended to the issues promptly. It argued that minor issues due to wear and tear or non-compliance with the instruction manual do not necessarily indicate manufacturing defects. Additionally, as a goodwill gesture, offered free-of-cost repair for any hardware issues.

Observations by the District Commission:

The District Commission noted that the laptop was taken to Lenovo's service centre within one and a half months and four months of its purchase. It held that the replacement of the battery and fan within four months indicated a defect in the laptop. Despite Lenovo's claim that its technical team resolved the issues, the District Commission held that the Complainant made several visits to the service centre for various problems. Consequently, the District Commission held that selling a defective product amounted to unfair trade practices and deficiency in services on Lenovo's part.

The District Commission held that in cases of repeated repairs within a short span after purchase, it is generally justifiable for the consumer to demand a refund or replacement. Consequently, the District Commission directed Lenovo to refund Rs. 61,441/- (the actual price of the product) to the Complainant, and he was instructed to return the laptop. Lenovo was also directed to pay a compensation of Rs. 20,000/- to the Complainant along with Rs. 10,000/- for the litigation costs incurred by him.