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सफलता की कहानी / Success Story #2646697

NCH Docket No.: 2646697 Dated: 2021-03-30 Sector: Electronics Products
Problem Reported: Consumer had purchased a branded laptop in July 2019, and had paid ₹ 52990/-. His grievance is that the laptop has a design defect as even with gentle use, the bezel on the lid of the laptop cracks open due to a design flaw. This is a known issue with the product but the manufacturer does not accept the design flaw and charges over ₹ 6000 towards parts price since the product is out of warranty. Consumer says that there are many users reporting the same thing online, but the manufacturer does not honor the design flaw. Consumer wants the manufacturer to address this issue and recall the product.
Escalation by NCH: As the company is a convergence partner of the National Consumer Helpline, the grievance was responded by the company on the NCh Portal that “We have solved the issue as special consideration without any charges and the amount paid by customer was refunded, hence closing the case” .
Consumer Remark in INGRAM: Gave an exception and offered free repair of the product without any additional charges
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