Failure To Repair Home Theatre Within Warranty Period, Ferozepur District Commission Holds Sony Liable For Deficiency In Service

Brief Facts:

Mr. Surender Pal Singh (“Complainant”) purchased a Sony Home Theatre for Rs. 59,006/- from Reliance Retail Limited, and started encountering an issue with Netflix connectivity. Upon complaint, a Sony Service Centre replaced the home theatre with a new one. However, problems persisted, including cracking sounds during system on/off and connectivity issues with YouTube, ultimately leading to a complete malfunction. Despite attempts to address the grievances through email and technician visits, the issues persisted. The Complainant made several communications with Sony, Reliance Retail and Sony Service Centre but didn't receive any satisfactory response. Feeling aggrieved, the Complainant approached the District Consumer Disputes Redressal Commission, Ferozepur (“District Commission”) and filed a consumer complaint against Sony, its service centre and Reliance Retail.

In response, Sony emphasized that there was a limited one-year warranty and argued that any claims falling outside the warranty terms cannot hold them liable. It contended that the Complainant, after approaching the service centre regarding YouTube issues, declined repairs and insisted on replacement. Further, a separate issue with the surround speaker was resolved through resoldering, and the home theatre was returned to the Complainant on 6.10.2020 in proper working condition. Therefore, it prayed for the rejection of the complaint.

Reliance Retail and Sony Service Centre didn't appear before the District Commission for the proceedings.

Observations by the District Commission:

The District Commission noted that it was undisputed that issues with the product's functionality arose multiple times within six months of purchase. It noted that the warranty document indicated that the product, purchased on 7.10.2019, encountered problems in March 2020, falling within the warranty period. It held that the defects occurred within the warranty period, and while Sony did not deny the need for repairs during this time, it failed to adequately address the Complainant's legitimate grievances. Therefore, Sony was held liable for deficiency in services.

Consequently, the District Commission directed Sony to replace the Complainant's product with a new one. Additionally, the District Commission directed Sony to compensate the Complainant with Rs. 5,000 as consolidated compensation for mental agony, pain, harassment, and litigation expenses.

Case Title: Surender Pal Singh vs Sony India Pvt. Ltd. and Anr.

Case Number: C.C. No. 350 of 2020

Advocate for the Complainant: M.S. Goel

Advocate for the Respondent: Rakesh Chawla

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