Suzuki Access 125 — Formal Complaint Regarding Repeated Lock Failure in Suzuki Access 125 Request for Vehicle Replacement

I am writing to raise a formal complaint regarding the repeated lock failure in my Suzuki Access 125 scooter, the denial of warranty support, and the financial loss and inconvenience caused by this recurring problem.

The lock of my scooter has got stuck on two separate occasions. I have spent approximately ₹2, 000 on each occasion to address the issue, resulting in a total expenditure of ₹4, 000.

On one occasion, the lock got stuck while I was travelling. As I was stranded and needed to continue my journey, I had no practical alternative but to approach a nearby local mechanic to open the lock so that I could proceed. This was an emergency situation, and I sought the mechanic's help only because I could not continue my journey with the lock stuck. I had no intention of interfering with the vehicle's warranty or avoiding authorised service.

However, my warranty claim was denied because an outside mechanic had opened the lock. I strongly disagree with this decision because the mechanic's intervention was necessary due to the unexpected lock failure while I was travelling. I believe the original defect should be investigated fairly, and the warranty should not be denied without properly assessing the cause of the failure and the circumstances of the emergency.

A vehicle's lock is an essential component, and its failure during travel can leave a customer stranded in an inconvenient or potentially unsafe situation. It is unreasonable to expect a customer to wait for authorised service in every emergency, regardless of the circumstances. I should not have to face repeated repair expenses for a recurring problem without a proper investigation and satisfactory resolution.

The same lock problem has occurred twice, costing me a total of ₹4, 000. This has caused financial loss, inconvenience, and a significant loss of confidence in the reliability of my scooter. I am also worried that the lock may get stuck again when I am in a hurry or travelling to an important destination.

I purchased this scooter expecting reliable performance, safety, and dependable after-sales service. Unfortunately, the repeated lock failure and denial of warranty support have seriously affected my confidence in the product.

I therefore request Suzuki to take the following actions:

Complete vehicle replacement: I request replacement of my Suzuki Access 125 scooter with a new vehicle because the lock problem has occurred repeatedly and I have lost confidence in the vehicle's reliability.

Reimbursement of repair expenses: I request reimbursement or appropriate compensation for the total ₹4, 000 spent on the two incidents.

Reconsideration of warranty denial: I request a review of the warranty rejection, taking into account that I approached a local mechanic only because the lock became stuck unexpectedly while I was travelling.

Technical investigation: I request a proper technical inspection to identify the root cause of the repeated lock failure and determine whether the local mechanic's intervention actually caused or contributed to the defect.

Written explanation and resolution: I request a written explanation of the reasons for denying the warranty, including the specific warranty terms relied upon, along with details of the corrective action proposed by the company.

I do not want to continue spending money on repeated repairs or risk being stranded again because of the same issue. I expect the company to investigate this matter fairly and provide a permanent and satisfactory resolution rather than another temporary repair.

I request that this complaint be escalated to the appropriate senior customer-care team and that my vehicle replacement and reimbursement requests be considered seriously.

Please register my complaint, provide a complaint reference number, and inform me in writing of the next steps and the expected timeline for resolving this matter.

Thank you.