Sunday, February 5, 2023
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The company cannot refuse the service of the car, the government is preparing to clamp down on the manufacturers

Indian customers will soon get after-sales service details on their cars, handsets, home appliances and electronics on a government portal, which is being launched to push companies for quality product service.

A senior official said that consumer goods, car and handset manufacturers will have to mandatorily mention the after-sales service provided by them on the website. Which includes service, location of service centers and availability of spare parts.

For example, when a multinational car manufacturer launches a model in India, it has to declare the length of time it will provide after-sales care and spare parts even if it stops selling in the country. The Department of Consumer Affairs (DoCA) website is expected to come up in the next few weeks, the official said.

The official, speaking on condition of anonymity, said that “the sectors identified include farming equipment, mobile phones and tablets, consumer durables, automobiles and automobile accessories.” Companies will also have to upload self-repair manuals on the portal with the help of firms to be managed by DoCA, who will be able to upload relevant information.

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The official said the move is a part of the government’s initiative to develop a comprehensive framework, known as the ‘Right to Repair’, to protect the rights of consumers, so that products can be repaired. And the rights of the consumers to get the service can be protected. The official further said that the monopoly on repair procedures violates the “right to choose” of the customer.

The official said a government-appointed committee is working on it and pointed to practices like planned obsolescence and monopolization of spare parts while stressing on the need to give consumers the right to choose. The committee also pointed out how consumers often lose their right to claim warranty if the product is repaired by an “unrecognised” organisation.

The government had earlier said that manufacturers are encouraging a culture of ‘planned obsolescence’, a system whereby a gadget is designed to last only for a specified period of time, after which it must be replaced. . “When the contract fails to give absolute control to the buyer, the legal rights of the owners are damaged,” DOCA had earlier said in a statement.


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