Rewari Commission Orders One Plus’s Service Centre To Pay Rs 20k Compensation For Failure To Deliver Phone After Repairing

Brief Facts:

Mr Bhim Singh (“Complainant”) purchased a OnePlus 1+6T mobile phone for his daughter, Preeti, for Rs. 45,999 on 25 November 2018, via online mode. After some time, a defect in the phone's screen arose while it was in use by Preeti. The Complainant contacted the OnePlus Exclusive Service Centre (the opposite party) for repair. The service centre requested Rs. 2000 as repair expenses, which the Complainant paid. He then sent the phone to the service centre via Blue Dart Courier on 25th/26th March 2022. However, despite paying for the repair, the complainant claimed that the phone had not been returned to him. Aggrieved, the Complainant filed a consumer complaint in the District Consumer Disputes Redressal Commission, Rewari (“District Commission”).

OnePlus Exclusive Service Centre contended that the Complainant used the mobile phone without any issues for four years. They asserted that the Complainant raised the issue of the phone's defect, and it was dispatched to them for repairs on 26 March 2022. During inspection, the service centre found that the display and back cover of the phone were damaged due to external factors. It claimed that they repaired the phone and dispatched it back to the Complainant on 29 March 2022. They stated that the courier agency reported issues with the consignee's address, which led to delivery problems. They further argued that they made multiple attempts to contact the complainant to redeliver the phone but were unable to do so due to incomplete or incorrect address information provided by the complainant.

Observations by the Commission:

The District Commission noted that the service centre had relied its contentions on annexures but did not provide any no evidence or attempt to produce the phone during the proceedings. Further, the District Commission did not find any fault attributable to the complainant in the matter. It emphasized that even if the service centre’s version had some credibility, they could have brought the mobile phone to the Commission during the proceedings to expedite the resolution.

Consequently, the District Commission concluded that service was deficient on the part of the OnePlus Exclusive Service Centre. It directed the service centre to return the mobile phone of the complainant to him within 30 days from the date of the order. In addition to the return of the mobile phone, the service centre was ordered to pay compensation to the complainant in the amount of Rs. 20,000.

Case: Bhim Singh vs One Plus Exclusive Service Centre

Case No.: CC/435/2022

Advocate for the Complainant: Sh. Subhash Yadav

Advocate for the Respondent: Sh. J.S. Yadav

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