Delhi Consumer Commission orders Lenovo to pay ₹45,000 to consumer for defective laptop

A District Consumer Disputes Redressal Commission in Delhi recently ordered Lenovo Private Limited to pay ₹45,000 to compensate a customer for a laptop's recurring defect and for failing to provide an effective resolution through its after-sales process [Mohd. Danish v. Lenovo Private Limited & Anr]

The Consumer Commission at Nand Nagri in North-East District passed the order on October 16 on a consumer complaint alleging negligence in service.

The Commission observed that repeated service requests under the extended warranty did not resolve the defect reported by the consumer.

"In our considered opinion, when a new product goes out of order several times within the warranty period, itself is sufficient to show that there is some manufacturing defect in the product," the order said.

Mohd. Danish, the complainant, purchased a Lenovo laptop with a two-year extended warranty while pursuing his LLB and working as an intern.

The laptop developed a flickering display issue within the first few uses, and in approximately one and a half years, the problem rendered the device unusable.

According to the complaint, Danish approached Lenovo multiple times for repairs. Several components including the motherboard, RAM and display board were replaced during these service visits.

Lenovo submitted a written statement denying the allegations. The company said all complaints were addressed at no cost and requested that the complaint be dismissed.

The complaint claimed that despite several attempts at repair, the problem continued to reappear.

Danish submitted that the company did not provide a refund, a replacement or a long-term repair solution.

After examining the material placed on record, including the repair history and communication between the parties, the Commission allowed the complaint.

Lenovo was directed by the Commission to pay ₹25,000 with 9% interest per annum, ₹10,000 as compensation for mental harassment, and an additional ₹10,000 towards litigation costs.

The order also outlined the remedies available to consumers under the Consumer Protection Act, 2019, for addressing alleged deficiencies in service, including issues related to electronic devices.

The complaint appeared in person along with advocate Sanket Agarwal.

[Read Order]