Consumer disputes in India are increasing rapidly due to the rising number of defective products, misleading advertisements, and poor after-sales service. In this case, our client purchased a high-value product from a well-known company, expecting reliable performance and proper support. However, the product started malfunctioning within a short period, and despite repeated requests, the company failed to provide repairs, replacement, or refund.
After months of frustration, our client approached us to pursue the matter legally. We evaluated the facts, assessed the documents, and advised filing a complaint before the Consumer Disputes Redressal Commission. Our primary objective was to demonstrate the defect, the negligence of the service provider, and the financial as well as mental suffering caused to the client.
We collected evidence, prepared a solid complaint, and argued the matter citing relevant consumer laws and precedents. The Commission accepted our arguments and passed a favourable order directing the seller/company to refund the product amount, pay compensation, and cover legal costs.
This case highlights how consumer laws protect individuals against unfair trade practices and how proper legal guidance can help victims of defective products receive justice.
This case involved multiple legal and factual challenges:
Although the product was malfunctioning, the company refused to acknowledge the defect. We had to gather independent proof to establish the defect convincingly.
The service provider kept delaying repair requests, issuing vague responses, and avoiding responsibility, creating difficulty in establishing negligence.
The client suffered repeated inconvenience, loss of time, and emotional stress, all of which needed to be pointed out legally.
The company tried to shift blame onto the customer and deny any compensation, forcing us to expose contradictions and service lapses.
Consumer courts require clear evidence showing:
product defect
deficiency in service
failure to resolve complaint despite multiple attempts
impact on the consumer’s daily life
Each of these elements had to be demonstrated through structured documentation.
Our legal team developed a comprehensive strategy to ensure justice for the client:
We compiled all the necessary records, including:
Purchase invoice and warranty card
Photographs and videos showing product defects
Emails, messages, and call logs proving service denial
Complaint numbers raised with customer support
These documents established a clear chain of events.
We filed the complaint under the Consumer Protection Act, highlighting:
manufacturing defect
poor service response
negligence
financial and emotional loss
unfair trade practice
Where needed, we obtained a third-party technical assessment report confirming the product’s defect, strengthening our case substantially.
During hearings, we demonstrated:
the company’s failure to repair or replace
repeated avoidance of responsibility
violation of consumer rights
the mental agony suffered by the client
We also countered the company’s attempts to blame the client.
We cited judgments where courts ruled in favour of consumers facing similar issues, reinforcing the client’s position.
The final decision was entirely in favour of our client:
Full refund of the product price was ordered
Compensation granted for mental agony and inconvenience
Litigation costs awarded, ensuring the client incurred no loss
The company was directed to improve service practices
The defect and negligence were officially acknowledged
The client received closure, justice, and financial recovery
The case stands as a powerful reminder that consumers in India are fully protected under the law, and companies cannot escape responsibility for selling defective products or providing poor service.
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