Consumer Forum Rules in Favour of Complainant: LG Electronics Ordered to Refund Amount and Provide Compensation for Faulty Refrigerator

Consumer Forum Rules in Favour of Complainant: LG Electronics Ordered to Refund Amount and Provide Compensation for Faulty Refrigerator

The Hyderabad bench of the District Consumer Disputes Redressal Commission-III, presided over by Ram Gopal Reddy (President) and consisting of J Shyamala and R Narayan Reddy (Members), found LG Electronics responsible for a service deficiency. This decision came in response to the sale of a refrigerator that malfunctioned shortly after the Complainant's purchase. Despite three purported repair attempts by technicians, the issue continued to persist.

Yeshwant Phatak, the complainant, made a purchase of an LG refrigerator from a Reliance store on September 14, 2022, for a total of ₹39,329. Regrettably, the refrigerator malfunctioned shortly after its delivery. Following the initial problem, the complainant reached out to LG Electronics India Private Limited (LG Electronics) multiple times in an attempt to resolve the issue. On three separate occasions (specifically, on September 25, October 5, and October 20, 2022), LG Electronics dispatched technicians to service the refrigerator. Unfortunately, despite these service calls, the problem continued to persist, causing both mental and financial distress to the complainant. The complainant diligently sought to address the issue, but LG Electronics offered no satisfactory support, resulting in feelings of being deceived, cheated, and humiliated. Consequently, the complainant took the step of filing a consumer complaint with the District Consumer Disputes Redressal Commission-III in Hyderabad.

LG Electronics failed to appear or submit a written response to the complaint. Consequently, due to their non-appearance and failure to file a written defence within the specified timeframe, they forfeited their right to present a defence.

The complainant submitted evidence, which included the invoice and various service request documents, in support of his claim. The District Commission acknowledged that it was clear that the refrigerator malfunctioned shortly after delivery, causing suffering and inconvenience to the complainant.

The District Commission thus determined that the conduct of LG Electronics, particularly its technicians and LG Care personnel, constituted a deficiency in service and unfair trade practices. Despite multiple service calls from technicians, the issue remained unresolved. Furthermore, the District Commission observed that the complaint was closed without any resolution or an alternative solution being provided, worsening the complainant’s problem.

Based on these findings, the District Commission reached the conclusion that the complainant deserved compensation for the mental distress and financial hardship resulting from the malfunctioning refrigerator and LG Electronics' insufficient response. The District Commission ordered LG Electronics to reimburse the product amount of ₹32,431 to the complainant. Additionally, the company was directed to provide a reasonable compensation of ₹5,000 to the complainant for the mental distress and financial hardship endured. Furthermore, the complainant was instructed to return the product as soon as they received the mentioned amount.