Consumer panel asks Samsung to pay Rs 30,000 to Hyderabad resident for selling AC sans Wi-Fi

Hyderabad: District Consumer Redressal Commission-II, Hyderabad has directed Samsung India Electronics Pvt Ltd to pay a compensation of Rs 25,000 for causing inconvenience and mental agony and Rs 5,000 litigation costs to a Hyderabad resident.

Case details

Stanam Sai Raghu Ram, a resident of Mehadipatnam in Hyderabad already owned a 2022 model Samsung AC. He went to the Samsung official store to purchase the same model on March 28, 2023. The salesperson informed Raghu Ram that the model was not available and they had only the 2023 model. Samsung India Electronics Pvt Ltd made Raghu Ram believe the new AC has all the features such as Inverter Spilt AC, WindFree, Wi-Fi, Tri-Care Filter, 4-way swing and suggested that to purchase the same.

When Raghu Ram asked for the warranty of the AC, the Samsung store representatives said a years warranty is applicable for the product and Raghu Ram paid Rs 48,500 for the purchase of the AC with Invoice No.1280/2022/S-376 on the same day. After the purchase, Raghu Ram asked the salesperson about not mentioning a five-year warranty on the bill.

Samsung India Electronics Pvt Ltd said Raghu Ram can avail a five-year warranty by showing the invoice and the installation receipt. The AC was installed on March 31, 2023, then it was noticed that there was no Wi-Fi feature in the AC (The model Raghu Ram was using previously, and the model showed to the salesperson did not have Wi-Fi). Samsung store had informed Raghu Ram that the AC has only a one-year standard warranty.

Thereafter, Raghu Ram went to the Samsung store and said there had been a mistake and the new AC did not have Wi-Fi. The salesperson said that Raghu Ram should not ask about Wi-Fi and claimed that Samsung removed Wi-Fi from all their ACs manufactured in 2023. He said once the AC is purchased, nothing can be done about it. The same information was not disclosed to Raghu Ram before the purchase.

Raghu Ram noticed that he was deceived and contacted the Samsung representatives to see that the issue was resolved. Raghu Ram spoke to Samsung customer care and they also brought the salesperson who sold the AC into the call. They are still claiming that since Raghu Ram did not ask about Wi-Fi. The company is now claiming that the five-year warranty is on the Printed Circuit Board (PCB) and not on the AC.

This is completely different from what they told Raghu Ram before the purchase and he also tried to see if Samsung could do something about it despite acknowledging that it was the salesperson's fault. Samsung’s action amounts to unfair trade practices and also a deficiency in service. With no option left, Raghu Ram knocked on the doors of the Consumer forum seeking justice.

Responding to the notices served by the Commission on behalf of Raghu Ram, Samsung India Electronics Pvt Ltd said the complaint is not maintainable either in law or on the facts. The company asked the Commission to dismiss the plea as there is neither any manufacturing defect nor any deficiency of service.

After hearing the arguments from both parties, the court noted that immediately after the installation of the AC, Raghu Ram noticed that there was no Wi-Fi future. Moreover, Samsung informed him that the AC only has a year standard warranty. It clearly shows that Samsung had offered to sell an air conditioner with the facility of Wi-Fi and also a year warranty on the AC.

The Court also observed that Samsung had indulged in unfair trade practices and deficiency of service and also gave misleading advertisements/statements about the product that Raghu Ram intends to purchase. Raghu Ram had proved his case, by adducing cogent and convincing evidence for which there is no rebuttable evidence adduced by Samsung.

Raghu Ram had sought for replacement of the Air Conditioner which was assured to him with proper features and warranty. Raghu Ram is entitled to compensation of Rs 25,000 besides costs of Rs 5,000 for the inconvenience caused to him.