The National Consumer Disputes Redressal Commission (NCDRC) has suggested companies to follow the practice of replacing defective goods as done in the foreign countries.

“We have not been able to understand as to why dealers of reputed companies in India do not follow the practice of dealers in foreign countries where even the goods are replaced without demur on a complaint made by a consumer,” the Commission, comprising members R.K. Batta and P.D. Shenoy, said.

The observation of the NCDRC came while dismissing a petition filed by Secunderabad-based Canon India Private Limited (CIPL), challenging the Andhra Pradesh State Commission’s direction to rectify defects in the photocopy machine.

The complainant, Venkateswara Copying Centre, had purchased a Canon photocopy machine in 2003.

Within one month, the machine developed problems following which the complainant approached the District Consumer Forum, which asked the dealer to refund the cost of goods with interest. The company then approached the state consumer commission against the forum’s order.

Earlier, the company tried to wash-off its hands by claiming that the photocopy machine was purchased from the unauthorised dealer but the Commission rejected the argument, saying that once it was established that the goods were manufactured by Canon, then it is its duty to rectify the defects.

“In the circumstances, once the genuineness of the photocopy machine as manufactured by Canon was not disputed, it was the duty of CIPL, who claim themselves to the sole representative of Canon in India, to rectify the defects,” the NCDRC said

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