Bhambani claimed that the service centre could never rectify the problems to her satisfaction and finally after two years they gave her a ‘BER’ certificate. It means that her set was beyond repair and she could surrender the set and take a refund. To her shock she was paid only Rs. 2,760. She dragged Nokia to court for the inadequate refund money when the extended warranty period had not expired.
Nokia contended that during the extended warranty it is the insurer, National Insurance Company, who is to look after the claim and they had no role in settling the claim. But Bhambani pointed out that the insurance policy is an agreement between Nokia and the insurance company. She felt cheated as she spent Rs. 13,450 for the defective set besides the sufferings during the warranty period.
After hearing both sides, President J.P. Sharma and member Krishna K. Gupta of the Consumer Disputes Redressal Forum (Janakpuri) ordered Nokia to replace Bhambani’s defective set with a new one free of cost. The court also asked the company to pay her a compensation of Rs. 2,000 for the mental agony and suffering she underwent.