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CI’m looking for legal guidance regarding a consumer complaint I’m planning to file against Vivo Mobile India Pvt. Ltd. for selling me a defective smartphone and providing extremely poor customer service.
Here’s a summary of my case:
I purchased a Vivo V30 smartphone on 09 October 2024 from K.S. Venture, Aligarh.
Since January 2025, the device started showing issues like heating and lagging.
I contacted customer care multiple times, visited the service center twice, and submitted the device as advised – no resolution was provided.
On my recent service center visit (3rd May 2025), I was met with rude behavior. Staff blamed me for using the phone “too much”, which is absurd. My usage is around 9–10 hours/day, occasionally up to 16 hours – which is normal for most users.
I have contacted Vivo’s customer care more than 40 times since February 2025, with no helpful response.
I even recorded a call where their agent admitted the issue and said my usage is normal.
I feel I’ve been subjected to deficiency in service, mental harassment, and unfair treatment as a consumer.
I’m planning to file a complaint under Section 12 of the Consumer Protection Act, 2019 in the District Consumer Disputes Redressal Commission, Aligarh.
My Questions:
1. Do I have a strong enough case here?
2. What evidence should I submit along with the complaint?
3. Can I ask for compensation for harassment and inconvenience?
4. Do I need a lawyer or can I file this on my own?
Any advice or guidance from lawyers or those who’ve filed similar complaints would be appreciated.
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