Hyundai Dealer Fined. Rs 98,000 for Selling Faulty Car and Delaying Repairs

In a recent ruling that shines a spotlight on accountability in automobile after-sales service, the Pune District Consumer Disputes Redressal Commission directed a Hyundai dealership to pay a compensation of ₹98,600 to a disgruntled customer. The case brings back into focus a recurring concern among car buyers - whether manufacturers and dealers are genuinely responsive to service complaints or merely going through the motions once a vehicle is sold.

A Minor Problem That Snowballed

The case began with what seemed like a relatively minor complaint. The customer had purchased a Hyundai Aura from the authorised dealer, Ketan Hyundai, and began experiencing issues within a few months. These included malfunctioning sensors and dashboard warning lights that wouldn’t turn off. While electronic gremlins aren’t uncommon in modern cars, what followed was a chain of frustration. The car was repeatedly taken to the service centre, but the issue kept recurring, and the dealership’s solutions were either ineffective or temporary.

According to the complainant, the dealership not only failed to resolve the problem but also took an excessively long time for repairs, with the car often being held at the service centre for weeks. Ultimately, the vehicle remained unreliable, causing the owner significant inconvenience and loss of peace of mind.

What the Commission Said

The Consumer Commission found the dealer guilty of both supplying a defective vehicle and providing deficient after-sales service. It noted that despite the car being under warranty, the dealership failed to take the required corrective action in a timely manner. The commission ordered the dealer to refund ₹70,000 for the inconvenience caused and an additional ₹28,600 towards litigation and other expenses. Importantly, the order also directed the dealership to carry out all future repairs under warranty without delay.

More Than Just a One-Off Case

While this case may seem isolated, it reflects a broader trend in the automotive sector where customer dissatisfaction often stems from service delays and poor complaint resolution. It’s not just Hyundai. Many major manufacturers have service networks that are overburdened, under-trained, or both. In an era where cars are becoming increasingly software-driven, diagnosis and repair often need specialised tools and skilled technicians. When these are lacking, customers are left in limbo, shuttling between service centres and helplines.

Warranty Promises vs Ground Reality

Most manufacturers offer warranties that span three to five years and promise comprehensive coverage for manufacturing defects. However, car owners often discover that getting service under warranty is easier said than done. Claims are delayed, denied on technicalities, or involve waiting weeks for parts. Even when the issue is acknowledged, dealerships may lack urgency in dealing with it.

This recent ruling reinforces the idea that warranty isn't just a marketing term. It’s a legally binding commitment, and failure to uphold it can result in serious financial and reputational consequences for dealerships.

Lessons for Car Owners

One key takeaway from the Pune ruling is that customers need not silently suffer. If a vehicle under warranty develops repeated issues, and the dealership fails to resolve them, consumers have the right to approach legal forums. It helps to document each visit, record communication, and insist on written job cards and acknowledgements. Having a paper trail can significantly strengthen a consumer’s case.

Also, extended warranties and service packages, while useful on paper, must be scrutinised closely. Owners should confirm what is covered, what isn't, and how efficient the claim process actually is in real-world conditions.

Dealer Accountability Under the Scanner

For dealerships, this case is a timely reminder that post-sale responsibilities are as important as the sale itself. With online reviews, consumer court judgments, and social media amplifying negative experiences, a single unresolved complaint can now snowball into brand damage.

The compensation may not be a massive figure in corporate terms, but the message is clear. Poor service and delayed responses are no longer going to be brushed under the carpet. Consumer courts are willing to hold dealerships accountable, and increasingly, car owners are choosing to assert their rights.