The District Consumer Disputes Redressal Commission in Coimbatore has directed motorcycle manufacturer Royal Enfield and its authorised dealer Bharat Automotives to jointly pay ₹5.1 lakh compensation to a consumer after finding persistent defects in a motorcycle that allegedly remained unresolved despite repeated repairs under warranty.
Commission finds deficiency in service
The order was passed by a Bench comprising President P Dakshanamoorthy and Member G Suguna after examining a complaint related to recurring defects in a Continental GT 650 motorcycle.
The Commission observed that repeated issues in the vehicle continued despite multiple repair attempts and replacement of parts at authorised service centres.
According to the findings, the inability of the manufacturer and dealer to permanently rectify the recurring problems amounted to deficiency in service.
The Commission directed the parties to jointly pay ₹5 lakh towards mental agony, hardship and incidental expenses, along with ₹10,000 towards litigation costs.
It further stated that if the amount is not paid within two months, interest at 12 per cent would apply.
Motorcycle reportedly faced repeated defects
The complainant, advocate Uthresh Gobu from Coimbatore, had purchased the motorcycle in May 2022.
According to the complaint, the bike began showing defects shortly after purchase and allegedly continued experiencing recurring mechanical and electrical problems.
The reported issues involved several components including the instrument cluster, keyset, suspension system, throttle body, sensors, electrical wiring, silencers and exhaust systems.
Records submitted before the Commission stated that the instrument cluster alone had been replaced six times because of malfunctioning and fogging issues.
Similarly, the keyset had reportedly been replaced three times, while other components also required repeated replacement at authorised service centres.
Vehicle remained at service centres for long periods
The complainant submitted that despite repeated repairs, the problems in the vehicle continued without permanent resolution.
Service documents presented before the Commission reportedly showed that the motorcycle was taken for repairs at authorised workshops across multiple locations including Coimbatore, Pune, Mumbai, Navi Mumbai, Noida, New Delhi and Kullu.
According to records, the motorcycle remained in workshops for a cumulative period exceeding 294 days during the ownership period.
The complainant argued that the repeated breakdowns and prolonged repair periods disrupted professional commitments and caused mental distress along with additional expenses.
Registration and insurance concerns also raised
The complaint also included concerns regarding the purchase and registration process.
According to submissions made before the Commission, the dealer allegedly charged an insurance premium higher than earlier quotations provided at the time of purchase.
The complainant further alleged that despite submitting correct identity details, errors occurred during the registration process, leading to incorrect spelling in the Registration Certificate (RC).
The complaint relied on service invoices, job cards and correspondence records to demonstrate the recurring nature of the defects and repeated servicing history.
Compensation granted after examination of records
After reviewing the available material and documentation, the Commission concluded on May 6 that repeated failures and unsuccessful repair attempts established clear deficiency in service.
The case highlights the importance of consumer protection mechanisms and the responsibility of manufacturers and dealers to address product-related issues effectively within warranty periods.
A detailed copy of the Commission’s order is awaited.