Goa Consumer Commission Directs Hero Electric to Refund Customer for Service Lapses
The North Goa District Consumer Disputes Redressal Commission has issued a significant ruling against Hero Electric Vehicle, ordering the company to refund Rs 94,153 to a Panaji resident for deficiency in service and pay an additional Rs 10,000 as compensation for physical and mental agony suffered by the complainant.
Details of the Consumer Complaint
Complainant Abhijit Joshi purchased an electric two-wheeler from Hero Electric on July 29, 2022, for Rs 94,153. The purchase included a three-year warranty and an assurance of timely service from the company. However, Joshi soon encountered persistent technical issues with the vehicle.
Despite attempts to seek assistance, his calls to the company's hotline went unanswered, and the authorized service station repeatedly delayed necessary repairs. The last recorded service provided to Joshi was on October 28, 2022.
Escalation of Service Failures
From January 2023 onwards, Hero Electric failed to provide any preventive or breakdown services to Joshi. His emails to the company drew no response, and he was subsequently referred to another service center. This alternative center offered only a single maintenance service and refused all further requests for assistance.
The situation deteriorated with repeated vehicle breakdowns, including a significant incident in May 2024. Despite sending legal notices to the company, Joshi received no support or resolution, compelling him to approach the Consumer Commission for redressal.
Commission's Ruling and Legal Basis
Presiding President Bela Naik and member Auroliano De Oliveria of the North Goa District Consumer Disputes Redressal Commission held Hero Electric liable for the service deficiencies. The commission noted that the company failed to contest the case despite the vehicle being under warranty coverage at the time of the complaints.
The ruling emphasizes the importance of honoring warranty commitments and providing adequate customer service in the electric vehicle sector, which is rapidly expanding in India.
This case highlights growing consumer concerns regarding after-sales service in the electric mobility industry and sets a precedent for holding manufacturers accountable for service promises made at the time of purchase.
