Subject: Complaint regarding negligence by the company and service centre in repairing a defective d

To
The Hon'ble President,
District Consumer Disputes Redressal Commission,
Shaheed Bhagat Singh Nagar, Punjab.
Subject: Complaint regarding negligence by the company and service centre in repairing a defective deep freezer.
Respected Sir/Madam,
I, Kuldeep Ram, son of Shri Gian Chand, resident of Village Gehal Majari, District Shaheed Bhagat Singh Nagar, Punjab, respectfully submit the following complaint for your kind consideration:
I had purchased a Godrej Deep Freezer on 29/08/2023 from Duggal Radio Corporation, Phagwara, in the name of my wife, Mrs. Manjit Kaur. The details of the product are as follows:
• Model Number: DH EPENTA 525D 41 CMFH2M RW
• Serial Number: 210400038CR00884
Approximately one year after the purchase, the deep freezer started developing defects. I lodged a complaint on the company's toll-free number, following which a mechanic was deputed by the company. The mechanic repaired the freezer temporarily and put it back into operation. However, within approximately two weeks, the same problem recurred.
Upon lodging another complaint, the company again sent a mechanic who, after inspection, informed me that the compressor of the freezer had become defective and would have to be replaced after obtaining a new compressor from the company. I agreed to the replacement. However, despite the passage of nearly two months, no further action was taken.
During this period, we repeatedly tried to contact the mechanic over the phone, but he mostly ignored our calls. Subsequently, I somehow managed to obtain the number of the service centre and contacted them, but no satisfactory response was provided there either. Thereafter, I was given the contact number of another person, to whom I explained the entire issue. He assured me that he would coordinate with the company and resolve the matter, but even after several weeks, no action was taken.
Later, when I contacted him from another number, he informed me that he had left the company and that another person was now handling the concerned area. He shared the contact details of the new representative. Initially, this person also paid no attention to my grievance. After several attempts, he finally spoke to me and asked me to send a copy of the purchase bill through WhatsApp. I immediately sent the bill. He requested 15–20 days' time, but even after nearly one month, no solution was provided.
I made several attempts to contact him through phone calls and WhatsApp messages, but my calls and messages were continuously ignored. Even as of 15/06/2026, my grievance remains unresolved. On 15/06/2026, despite making several phone calls, I received no response, although I had been assured on 20/05/2026 that the issue would be resolved within one week.
Due to the negligence and deficiency in service on the part of the company and its service centre, I have suffered severe mental harassment, financial loss, and considerable inconvenience, especially during the summer season. Their conduct amounts to an unreasonable delay in service, gross negligence, and a violation of my rights as a consumer.
Therefore, through this Hon'ble Commission, I request that the company be directed to immediately repair the deep freezer purchased by me (if it is capable of being repaired) or, alternatively, provide me with a new deep freezer in replacement of the defective one.
I have been continuously contacting the company's service centre for approximately one and a half years and have become exhausted due to their complete lack of response. I, therefore, further request this Hon'ble Commission to award me appropriate compensation for the mental agony, harassment, and financial loss suffered by me due to the negligence of the service centre staff and the area manager concerned.
I also pray that appropriate legal action be initiated against the company and its service centre in accordance with law.
I sincerely hope that justice will be rendered in my favour.
Thanking you.
Yours faithfully,
Kuldeep Ram
S/o Shri Gian Chand
Village Gehal Majari
District Shaheed Bhagat Singh Nagar, Punjab
Mobile: 8872008872
Date: 16/06/2026
Place: Shaheed Bhagat Singh Nagar, Punjab
You may attach copies of the purchase bill, warranty card, complaint numbers, WhatsApp chats, call records, and any service reports along with this complaint to strengthen your case before the Consumer Commission.