Delhi Consumer Commission Directs Lenovo To Pay ₹45,000 For Selling Defective Laptop And Failing To Resolve Repeated Issues
Pranav B Prem
The District Consumer Disputes Redressal Commission, North-East Delhi, at Nand Nagri has directed Lenovo Private Limited to compensate a consumer with ₹45,000 for selling a laptop that repeatedly malfunctioned and for failing to provide an effective and lasting resolution through its after-sales process. The order came on October 16, 2025, in the consumer complaint filed by Mohd. Danish v. Lenovo Private Limited & Anr.
The complainant, Mohd. Danish, an LLB student and intern, purchased a Lenovo IdeaPad Slim 3 laptop on 13 October 2020 from Croma Retail for ₹44,089 along with an extended warranty/AMC from Lenovo for the period between 13 October 2020 and 12 October 2023. Soon after the purchase, the laptop began showing display-related issues. While minor defects appeared initially, a major flickering problem surfaced on 2 March 2023, eventually making the device unusable. Danish approached Lenovo multiple times, raising several service tickets, including Ticket No. 20130429133 dated 7 July 2023, complaining that he could not work on the laptop due to persistent display problems. Technicians visited him on multiple occasions, replaced major components—including the LCD panel, RAM, motherboard and LCD cover—but the defect kept recurring.
The judgment records that despite repeated repairs, the laptop continued to malfunction, causing hardship to the complainant. Danish also repeatedly wrote emails and even sent a speed-post complaint to Lenovo but received no meaningful response. When he contacted the service centre again in September 2023 for a blank screen issue, the technician stated that the battery was no longer under warranty, further adding to his difficulties. The Commission noted from the records that “there were serious problems several times in the functioning of the laptop”, and that the complainant’s grievance was never resolved satisfactorily.
Lenovo, in its written statement, denied all allegations and contended that every complaint was attended to free of cost and that the company had duly replaced parts whenever required. It argued that since the laptop had been repaired multiple times, there was no manufacturing defect and therefore the complaint should be dismissed. The Commission, however, held that the company had failed to discharge the burden of proving that the laptop did not suffer from a manufacturing defect. It observed that when a product repeatedly develops defects within the warranty period, such circumstances themselves indicate a manufacturing defect. The Commission noted: “When a new product goes out of order several times within the warranty period, itself is sufficient to show that there is some manufacturing defect in the product.”
After examining the service history, communication between the parties and the timeline of multiple unresolved complaints, the Commission held Lenovo liable for deficiency in service. It concluded that the complainant had been using the device for more than two years but could not derive any meaningful benefit from it due to recurring failures.
Ultimately, the Commission allowed the complaint and directed Lenovo to pay ₹25,000, with interest at 9% per annum from the date of filing of the complaint until realisation. In addition, the company was ordered to pay ₹10,000 as compensation for mental harassment and ₹10,000 towards litigation costs, bringing the total to ₹45,000. The complaint was thus decided in favour of Danish.
Cause Title: Mohd. Danish v.Lenovo India Pvt. Ltd. & Anr.
Case No: Complaint Case No. 287/23
Coram: Surinder Kumar Sharma (President), Adarsh Nain (Member)
