Consumer Commission directs Xiaomi to pay ₹33,500 compensation for failed phone repair

The District Consumer Disputes Redressal Commission in Central Mumbai ordered Xiaomi Technology India Pvt. Ltd. to pay ₹33,500 as compensation for failure to properly repair a mobile handset despite multiple attempts and a significant repair fee. [Akash Rameshkumar Gupta v Xiaomi Technology India Pvt Ltd].President Vandana Mishra and member Sanjay S Jagdale noted although the phone was repaired, the defect was not resolved.."Moreso, the opponent did not replace said damaged mobile of the complainant. Thus, the complainant has proved deficiency in service of the opponent," the order dated November 6 added..The complainant, who bought the phone in 2020, alleged that Xiaomi failed to address a defect that surfaced after a software update, and even after he paid ₹10,500 for repair, the problem persisted..Upon discovering the defect, the complainant reached out to Xiaomi’s service center, where a technician estimated the repair costs at ₹10,500. Despite this high cost, the complainant proceeded with the repair. However, the handset remained defective. He continued to face problems with the phone and sought further support from Xiaomi, making repeated visits to the service center..Xiaomi failed to properly repair the handset or replace it. As a result, the complainant issued a legal notice to Xiaomi on May 26, 2023, which he provided to the Commission as supporting evidence of his complaint..He also documented various communication records, including a tax invoice, service records, and an email from September 2022 detailing his complaints about the defect..Xiaomi did not respond to the legal notice, nor did it attend the hearings before the Commission, resulting in an ex-parte proceeding where only Gupta's evidence and submissions were considered..The Commission observed that Gupta had incurred both financial losses and mental agony due to Xiaomi’s negligence. It held that his grievances and supporting documentation were credible and sufficient for the claim..As a result, the Commission partially allowed the complaint, directing Xiaomi to refund ₹18,500 with a depreciation deduction, pay ₹10,000 for mental agony and service deficiency, and ₹5,000 for litigation costs..[Read Order]