If you are stuck in such a situation, here is what to do.

This is an account of a consumer’s experience to raise awareness about potential issues with product warranties and after-sales service. Mr. Alok Sharma purchased an AquaFlow Pro RO system from a large retail chain, MegaElectronics Store, on September 15, 2024. The installation was completed by their authorized service partner, TechFix Services, on September 20, 2024, which initiated a standard six-month warranty on the filters.

In February 2025, when the RO system required service, Mr. Sharma contacted the manufacturer, AquaPure RO Systems. He was informed that his product was not registered in their system, and therefore, no warranty benefits could be extended. Despite persistent follow-ups through every possible channel—including email, the company’s mobile app, and social media—the warranty status remained uncorrected.

By the time AquaPure finally dispatched a technician in May 2025, the six-month warranty period for the filters had technically expired. The technician found the filters to be completely clogged and charged Mr. Sharma ₹1850 for the replacement. AquaPure insisted that the service was performed outside the warranty period, completely disregarding Mr. Sharma’s attempts to seek service well within the valid timeframe.

Even after the paid service, the company updated the correct warranty dates in their system, but they have flatly refused to issue a refund or offer any form of compensation for the lapse on their part. Their customer support continues to send generic, templated responses and repeatedly asks for documents that have already been submitted multiple times. An attempt to resolve the matter through the National Consumer Helpline (NCH) also proved futile, with MegaElectronics Store deflecting responsibility by stating, “Connect with the brand,” while AquaPure continues to evade accountability. This situation suggests a possible systemic issue where delayed product registration is used as a tactic to deny valid warranty claims, forcing customers to pay for services that should be covered.

Advice in such cases

• Document Everything: Keep meticulous records of all communication. This includes the purchase invoice, warranty card, installation slip, emails, service request numbers, and screenshots of app or social media conversations. Note down the dates and times of phone calls and the names of the representatives you speak with.
• Send a Formal Legal Notice: Before approaching a consumer court, it is advisable to have a lawyer send a formal legal notice to both the manufacturer (AquaPure) and the seller (MegaElectronics). This notice will outline your grievance, the deficiency in service, and the relief you are seeking (refund, replacement, compensation). This often prompts companies to resolve the issue to avoid litigation.
• File a Consumer Complaint: If the legal notice does not yield a satisfactory response, you can file a complaint before the appropriate Consumer Dispute Redressal Commission. This can be done online through the e-Daakhil portal.
• Consult with Lawyer: The very basic and important step to start is talk to Lawyer / advocate. You should not hesitate in paying his consultation fee i.e. might be in range of Rs. 10,000 to 50,000 depends case to case. He is helping you in this situation of come out. He is expert in the domain and can help you explain the procedure which you might have never explored. A good lawyer can get the issues resolved much faster than you think.

Applicable Sections of Law

This case falls squarely under the purview of the Consumer Protection Act, 2019. The relevant concepts are:

• Deficiency in Service (Section 2(11)): The failure of the company to register the product in a timely manner and then refusing to honour the warranty is a clear deficiency in service. The service promised (warranty coverage) was not provided as it should have been.
• Unfair Trade Practice (Section 2(47)): If it can be argued that the company deliberately delays registration to make customers pay for repairs, it could constitute an unfair trade practice. This refers to adopting deceptive methods to promote sales or services.
• Liability of Product Seller and Manufacturer: Under the Act, both the seller (MegaElectronics Store) and the manufacturer (AquaPure RO Systems) can be held liable for the grievance, as both are part of the transaction and service chain.

If you are the complainant

• Gather Your Evidence: Systematically arrange all your documents. Create a timeline of events from the date of purchase to the final denial of a refund.
• Draft a Clear Complaint: Your complaint should narrate the facts clearly, state the deficiency in service and unfair trade practice, and specify the relief you are seeking (e.g., refund of ₹1850, compensation for mental harassment and litigation costs).
• File in the Correct Jurisdiction: Complaints are filed based on the value of the goods/services plus the compensation claimed. For claims up to ₹50 lakh, the complaint is filed in the District Consumer Dispute Redressal Commission.
• Consult with Lawyer: The very basic and important step to start is talk to Lawyer / advocate. You should not hesitate in paying his consultation fee i.e. might be in range of Rs. 10,000 to 50,000 depends case to case. He is helping you in this situation of come out. He is expert in the domain and can help you explain the procedure which you might have never explored. A good lawyer can get the issues resolved much faster than you think.

If you are the victim

• Stay Persistent: Do not be discouraged by automated replies or attempts to shift blame. Your rights as a consumer are protected by law.
• Preserve the Faulty Parts: If possible, keep the old, choked filters that were replaced. They can serve as physical evidence of the product’s condition during the warranty period.
• Use Digital Platforms: Continue to share your experience on social media and consumer forums. Public attention can sometimes pressure companies into action.
• Consult with Lawyer: The very basic and important step to start is talk to Lawyer / advocate. You should not hesitate in paying his consultation fee i.e. might be in range of Rs. 10,000 to 50,000 depends case to case. He is helping you in this situation of come out. He is expert in the domain and can help you explain the procedure which you might have never explored. A good lawyer can get the issues resolved much faster than you think.

How the police behave in such cases

In matters of consumer disputes such as warranty denial or deficiency in service, the police have no direct role. These are civil disputes governed by the Consumer Protection Act, 2019, and are adjudicated by the Consumer Commissions (Consumer Courts), not the criminal courts. You should not approach the police for such issues. Police intervention would only be warranted if there were elements of a criminal offense like cheating (under Section 318 of the Bharatiya Nyaya Sanhita, 2023) or criminal breach of trust, which would need to be proven as a separate criminal act, distinct from the civil consumer dispute.

FAQs people normally have

• Can I file a complaint on my own without a lawyer?
  Yes, the Consumer Protection Act allows individuals to represent themselves. The process is designed to be consumer-friendly. However, engaging a lawyer can be beneficial for drafting a strong case and navigating the legal procedures effectively.
• What is the fee for filing a consumer complaint?
  There is no fee for filing cases where the value of goods and compensation claimed is up to ₹5 lakh. For higher values, a nominal fee is applicable.
• Can I claim compensation for mental agony?
  Yes, you can and should claim reasonable compensation for the mental harassment, inconvenience, and stress caused by the company’s actions, in addition to the refund and litigation costs.

What evidence is required?

To build a strong case, you will need the following evidence:

• The original purchase invoice from MegaElectronics Store.
• The warranty card or any document mentioning the warranty terms.
• Proof of installation date from TechFix Services.
• Copies of all emails sent to and received from AquaPure and MegaElectronics.
• Screenshots of your service requests made through the app or website.
• Call records or logs showing your attempts to contact customer service.
• The service report from the technician who visited in May 2025.
• The receipt for the ₹1850 paid for the filter replacement.
• Any communication from the National Consumer Helpline (NCH).

How long will the investigation take?

The Consumer Protection Act, 2019, mandates a speedy resolution of disputes. Once your complaint is admitted, the Commission will send a notice to the opposite parties, who are required to file their reply within 30 days (extendable by 15 days). The Act aims for the disposal of a complaint within three months from the date of receipt of notice by the opposite party, where the complaint does not require analysis or testing of commodities, and within five months if it does require analysis or testing. However, in practice, the timeline can vary depending on the complexity of the case and the caseload of the Commission.

Advocate Sudhir Rao, Supreme Court of India