Overview

• The consumer bought a Thomson LED TV from Flipkart in February 2021 that soon suffered power failures, sound disruptions and display defects.
• The District Consumer Disputes Redressal Commission held both Flipkart and Thomson TV India jointly and severally liable for deficiency in service under the Consumer Protection Act.
• The order directs a refund of Rs 13,999 with interest plus Rs 15,000 for mental agony and Rs 5,000 in litigation costs.
• Flipkart’s claim that it acted solely as an intermediary was rejected after the commission noted its branding on invoices and control over post-sale customer support under the Consumer Protection (E-commerce) Rules 2020.
• Thomson’s defence of attempted resolution lacked documentation such as service visit reports or replacement records, prompting the panel to cite a ‘lackadaisical approach’ by the manufacturer’s customer service.