Businessman buys Samsung Galaxy Z Flip, phone screen goes black during a call within a year, company rejects warranty claim, wins Rs 98,000 payout

A Rohtak businessman who bought a Samsung Galaxy Z Flip 6 for nearly Rs 1.1 lakh approached a consumer commission after the phone developed repeated problems and its screen went black during a call. When he sought a warranty repair, the service centre asked him to pay for the repair, prompting him to file a consumer complaint.

District Consumer Disputes Redressal Commission in Rohtak directed Samsung India Electronics and the other opposite parties to provide relief to the complainant. The commission ordered a refund of Rs 88,000, along with 9% annual interest, Rs 5,000 as compensation and Rs 5,000 towards litigation expenses.

Samsung Galaxy Z Flip 6 developed problems soon after purchase

According to the complaint, Krishna Enterprises, represented by its proprietor Vicky Kapoor, purchased a Samsung Galaxy Z Flip 6 from Guru Simran Mobile in Rohtak on December 18, 2024, for Rs 1,09,999.


The complainant said the phone began heating up and experiencing network drops during calls within days of purchase. He approached Samsung’s authorised service centre, Pahwa and Company, in the last week of January 2025.

Technicians reset the phone to its factory settings without preparing a job card and assured him the issue would be resolved. The problems returned, however, and the complainant visited the service centre again in March 2025. The phone was reset once more, resulting in the loss of his stored data, according to the complaint.

The situation escalated on July 28, 2025, when the phone reportedly heated up during a call and its screen went black. The complainant submitted the device to the service centre that day.

Service centre refuses warranty repair

The complainant said the service request document dated July 28 recorded the phone as being within its warranty period. When he returned the following day, however, the service centre told him the repair would cost Rs 45,000.

He asked for the phone to be repaired under warranty and later sought a refund, but his requests were unsuccessful. He then approached the consumer commission, seeking a refund of Rs 1,09,999, Rs 50,000 as compensation for harassment and mental distress, and Rs 11,000 towards litigation expenses.

Samsung India Electronics contested the complaint, arguing the phone had physical damage. The company said its technicians found a dent on the hinge and scratches on the screen, which it claimed had damaged the display and made the phone ineligible for warranty service.

Samsung also argued the complainant had used the device for more than seven months before bringing it to the service centre and had not supplied an expert laboratory report to establish a manufacturing defect.

The company maintained that its warranty covered repairs or replacement of parts subject to its terms and conditions, and that physical damage could invalidate coverage.

Consumer commission orders refund and compensation

The complaint was filed against Samsung India Electronics, its authorised service centre Pahwa and Company, and the retailer Guru Simran Mobile. The service centre and retailer were proceeded against ex parte after failing to appear before the commission.

Rohtak District Consumer Commission, headed by president Nagender Singh Kadian, with members Dr Tripti Pannu and Dr Vijender Singh, decided the case on October 15, 2026.

The relief awarded included an Rs 88,000 refund, 9% annual interest, Rs 5,000 in compensation and Rs 5,000 towards litigation costs, taking the principal relief to Rs 98,000 before interest.

The case highlights the importance of keeping purchase invoices and service records when a product develops faults during its warranty period. Consumers facing a rejected warranty claim can approach the appropriate consumer commission for relief, supported by documents showing the purchase, reported defects and repair history.