The Chhattisgarh State Consumer Disputes Redressal Commission directed a full refund or replacement of a luxury hybrid SUV after repeated complaints of persistent defects went unresolved, underlining the accountability of automakers for post-sale service. The Commission held the manufacturer and dealer liable to either provide a new vehicle of the same model or refund ₹1.01 crore, emphasizing that unresolved defects and deficient service constitute a clear violation of consumer rights.
The dispute arose from the purchase of a luxury RX 350h hybrid SUV in October 2023. The buyer faced a nearly six-month delay in registration due to the manufacturer’s failure to supply necessary documents on time. Shortly after delivery, the vehicle exhibited serious issues, including starting failures and sudden shutdowns while driving. Subsequent inspections revealed battery drain and current leakage. Despite repeated repairs, the starting problem persisted, and the vehicle was returned with dents and scratches, further weakening the company’s claims that the defect had been resolved.
The manufacturer contended that the complainant did not qualify as a consumer since the vehicle was purchased through a company. The Commission rejected this argument, noting that the vehicle was used personally by the company head and therefore fell within the scope of consumer protection. The automaker also claimed that the faults had been addressed through service interventions, a position dismissed by the Commission due to the continued presence of the defect.
The Commission observed that repeated failures to rectify the issues, despite multiple repair attempts, pointed toward an inherent manufacturing defect rather than user negligence. It criticized the company for poor post-sale service management, including workshop selection and substandard repair quality. The ruling highlighted that persistent, documented defects coupled with inadequate service create a prima facie case for consumer relief. The bench also clarified the correct model involved, noting that earlier reports incorrectly identified the vehicle as “TG350h,” when the affected model is the RX 350h, priced in India between ₹96 lakh and ₹1.18 crore ex-showroom.
The Commission further stressed the importance of detailed documentation for consumers, including repair records, service orders, dates, and odometer readings, as these are crucial for substantiating claims in high-value disputes.
The Commission ordered the manufacturer and dealer to either replace the RX 350h with a new unit or refund the full purchase price of ₹1.01 crore within 45 days. If a replacement is provided, all registration and associated charges are to be borne by the seller. In the case of a refund, interest will continue to accrue until payment is completed.
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