CONSUMER COMPLAINT FOR DEFICIENCY IN SERVICE, FAILURE TO HONOUR WARRANTY/EXTENDED WARRANTY, FAILURE TO PROVIDE SERVICE OR REPAIR FOR MORE THAN 40 DAYS

[ARUN KUMAR DHUPAM]

Dealer Name

BLUE STAR LIMITED

Company Name

RELIANCE DIGITAL – SRIKAKULAM

Product Name

Blue Star Desert Cooler Aura Neo DA60PMH

Customer Care Number

+91 2235071560.

Loss Amount

10500

Ratings

2.00 star(s)

Opposite Party Address

Reliance Digital,Ground Floor, Hotel Day & Night Junction, New Blue Earth, Day&Night Area, Meher Nager, Srikakulam, Andhra Pradesh 532001

BEFORE THE HON’BLE DISTRICT CONSUMER DISPUTES REDRESSAL COMMISSION

COMPLAINT UNDER THE CONSUMER PROTECTION ACT, 2019

COMPLAINANT:

D. Arun Kumar
Consumer / Customer
Srikakulam, Andhra Pradesh

VERSUS

1. RELIANCE RETAIL LIMITED
   Through its Authorized Representative / Competent Officer
   3rd Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao
   Mumbai – 400 002, Maharashtra
2. RELIANCE DIGITAL – SRIKAKULAM
   Through its Store Manager / Authorized Representative
   Srikakulam, Andhra Pradesh
3. BLUE STAR LIMITED
   Through its Authorized Representative / Competent Officer
   Manufacturer / Service Provider

SUBJECT: CONSUMER COMPLAINT FOR DEFICIENCY IN SERVICE, FAILURE TO HONOUR WARRANTY/EXTENDED WARRANTY, FAILURE TO PROVIDE SERVICE OR REPAIR FOR MORE THAN 40 DAYS, AND CLAIM FOR COMPLETE REPLACEMENT AND COMPENSATION

RESPECTFULLY SUBMITTED:

1. The Complainant purchased a Blue Star Desert Cooler Aura Neo DA60PMH from Reliance Digital, Srikakulam, for personal/household use.
2. At the time of purchase, the Complainant also paid separately for a 2-year extended warranty/service protection for the product, with the legitimate expectation that the product would receive proper warranty/extended warranty service whenever a covered defect occurred.
3. The product subsequently developed a defect relating to the water tank/water leakage issue. The Complainant promptly reported the defect and requested warranty/extended warranty service and effective rectification.
4. Despite the Complainant having paid for the additional 2-year extended warranty, no effective service or repair has been provided and no meaningful attempt has been made to rectify the product.
5. More than 40 days have now elapsed since the grievance was raised, yet the underlying defect remains unresolved.
6. The Complainant repeatedly contacted Reliance Digital, ResQ and the concerned service channels and requested appropriate action. However, despite repeated follow-ups, no effective repair or replacement has been provided.
7. The Complainant submits that it is particularly unacceptable that, after paying for an additional 2-year extended warranty, the consumer has been left without effective warranty service for more than 40 days.
8. Instead of receiving the benefit of the warranty protection for which the Complainant paid, he has been compelled to repeatedly follow up and escalate the same complaint.
9. The Complainant also approached the National Consumer Helpline (NCH) seeking an amicable resolution. However, the grievance remained unresolved.
10. The matter was subsequently escalated through the CEO-level grievance channel of Reliance/Reliance Digital, and a response was received from Ms./Mr. BM.Bade.
11. The Complainant disputes certain statements contained in the CEO-level response as being inconsistent with the actual complaint history and documentary records available with him. The Complainant therefore requests examination of the actual Reliance Digital complaint records, ResQ records, service/inspection reports, escalation records, correspondence and NCH records.
12. Despite escalation through Reliance Digital, ResQ, NCH and the CEO-level channel, no effective warranty service, repair or replacement has been provided even after more than 40 days.
13. The prolonged failure to provide service has deprived the Complainant of the proper use and benefit of the purchased product and the extended warranty for which additional payment was made.
14. The Complainant has suffered continuing inconvenience, loss of time, repeated follow-up, frustration and mental harassment.
15. In view of the more than 40-day delay and the fact that no effective repair has even been carried out despite repeated complaints, the Complainant does not seek another indefinite repair process.
16. The Complainant has lost confidence in further repair attempts and therefore specifically seeks complete replacement of the defective product with a new, unused and defect-free Blue Star Desert Cooler of the same or equivalent specification, without any additional cost.

GROUNDS OF COMPLAINT​

A. The Opposite Parties failed to provide effective warranty/extended warranty service despite the Complainant paying separately for a 2-year extended warranty.

B. The reported defect has remained unresolved for more than 40 days.

C. No effective repair has been completed and no meaningful attempt has been made to rectify the underlying defect.

D. The Complainant exhausted the available grievance mechanisms, including Reliance Digital, ResQ, NCH and CEO-level escalation, without obtaining an effective remedy.

E. The prolonged delay and failure to provide effective warranty service constitute deficiency in service as alleged by the Complainant.

F. The Complainant has been deprived of the benefit of the extended warranty/service protection for which he paid additional consideration.

G. The prolonged failure to act has caused inconvenience, loss of time, repeated follow-up and mental harassment.

H. Considering the failure to provide effective repair for more than 40 days, complete replacement is sought instead of another open-ended repair attempt.

RELIEF / PRAYER​

The Complainant respectfully prays that this Hon’ble Commission may be pleased to:

1. Direct the Opposite Parties to immediately replace the Blue Star Desert Cooler Aura Neo DA60PMH with a new, unused and defect-free unit of the same or equivalent specification, without any additional cost to the Complainant;
2. Direct the Opposite Parties to honour the applicable warranty/extended warranty obligations associated with the replacement product as legally applicable;
3. In the alternative, if replacement is not possible, direct refund of the entire purchase price paid for the product, together with appropriate relief relating to the amount paid for the extended warranty;
4. Award ₹25,000/- as compensation for mental harassment, inconvenience, loss of time, repeated follow-up, prolonged failure to provide service and deficiency in service;
5. Award appropriate litigation costs and expenses incurred by the Complainant;
6. Direct the Opposite Parties to produce the complete complaint, service and inspection records, including Reliance Digital records, ResQ records, technician reports, inspection reports, escalation records and relevant correspondence;
7. Direct the Opposite Parties to provide a written explanation for the failure to provide effective service or repair despite the Complainant having paid for a 2-year extended warranty and despite more than 40 days having elapsed;
8. Direct the Opposite Parties to clarify any disputed factual statements made in the CEO-level response with reference to the actual documentary records;
9. Grant such other relief as this Hon’ble Commission may deem fit and proper in the interests of justice.

DOCUMENTS / EVIDENCE​

The Complainant relies upon:

1. Purchase invoice;
2. Proof/document showing payment for the 2-year extended warranty;
3. Warranty and extended warranty documents/terms;
4. Photographs/videos showing the defect;
5. Reliance Digital complaint records;
6. ResQ complaint/service records;
7. Service/inspection/technician records, if available;
8. Email correspondence;
9. NCH complaint and correspondence;
10. CEO-level escalation and response;
11. Previous legal notice and subsequent correspondence;
12. Evidence showing that the complaint has remained unresolved for more than 40 days;
13. Any other relevant documents, photographs, videos or communications.

CAUSE OF ACTION​

The cause of action arose when the product developed the reported defect and the Opposite Parties failed to provide an effective warranty/extended warranty remedy despite repeated complaints.

The cause of action is continuing as the defect remains unresolved and no effective repair or replacement has been provided despite more than 40 days of repeated requests and escalation.

DECLARATION​

The Complainant states that the facts stated herein are based on his knowledge and the documentary records available with him. The Complainant reserves the right to submit additional documents and evidence during the proceedings.

The present complaint has become necessary only because repeated attempts to obtain an effective warranty/extended warranty remedy through the Opposite Parties’ grievance and escalation mechanisms have failed.

FINAL PRAYER​

The Complainant respectfully requests this Hon’ble Commission to direct complete replacement of the Blue Star Desert Cooler with a new, defect-free product, along with ₹25,000/- compensation, litigation costs and such other relief as may be legally permissible.

The Complainant specifically submits that he paid additional consideration for a 2-year extended warranty at the time of purchase, yet no effective service or repair has been provided even after more than 40 days of repeated complaints and escalation.

After such prolonged inaction and failure to make an effective repair attempt, the Complainant should not be compelled to undergo another indefinite repair process. Complete replacement of the product is therefore specifically sought.

Place: Srikakulam, Andhra Pradesh

Date: 09-09-2026

D. Arun Kumar
Complainant / Consumer

Product: Blue Star Desert Cooler Aura Neo DA60PMH
Purchased From: Reliance Digital, Srikakulam