| Address: Bhura Building, Opposite Karala High School, Majri, Karala, Delhi-110081 |
To
The Grievance Redressal Department
TVS Motor Company
Dear Sir/Madam,
I am writing this email to formally register a serious grievance and to place on record the continuous harassment and inconvenience caused to me due to the persistent defects in my newly purchased TVS iQube ST-17 electric scooter. Despite repeated complaints, multiple service visits, and several escalations, the issue remains unresolved. The circumstances clearly indicate a manufacturing defect, for which I seek your urgent intervention under applicable consumer protection laws.
...
Customer & Vehicle Details
Name: Praveen Kumar
Model: TVS iQube ST-17
Date of Purchase: 25 August 2024
Dealer: MCR Enterprises, Karala
Chassis No.: MD626AM1XS1H06899
Registration No.: DL11 GD 7666
Service Centre: MCR – Mangol Puri Industrial Area
________________________________________
1. Defects Observed from the First Day of Purchase
Immediately after purchase, the vehicle began shutting down repeatedly while in motion, making it unsafe and unfit for road use. The dealer, Mr. Manuj Mohan, Owner of the Frenchise MCR Enterprises ( Mob No.[protected], advised me to use the scooter for a few days, but the defect persisted without improvement.
2. Multiple Service Visits Without Resolution
I visited the service centre several times, and despite their attempts, they failed to identify or rectify the issue. The vehicle was kept for four days and returned with the claim that the issue was resolved; however, the same defect reoccurred immediately.
Later, I was informed of a “software update issue” and assured that I would be contacted once resolved. No such communication was made.
3. Failure to Issue Job Card or Documentation
On 8 October, as instructed by Mr. Manuj Mohan, I handed over the scooter to Mr. Aayan[protected] at MCR Service Centre – Mangol Puri Industrial Area. No job card, acknowledgment, or service documentation was provided, which is a clear violation of standard service protocols and consumer rights.
4. Lack of Response & Negligence by TVS Support
Repeated calls to TVS customer care did not yield any action. I explicitly informed them that the vehicle appears to be defective from the factory, yet all I received were false assurances of a callback “within 24 hours, ” none of which were honoured.
Even after escalation to Mr. Praveen Upadhyaya ( Mob No.[protected], Sr Manager at Service Centre, no effective resolution was provided.
5. False Assurances and Additional Defects
After nearly 20 days, I was informed the scooter was “repaired.” Despite clearly stating that I did not want the same defective unit returned to me, I was assured there would be no further issues.
However, after delivery on 1 November, the scooter again malfunctioned the next day, and additionally, the mileage dropped drastically from 150 km to approximately 100 km.
6. Continued Defects and Denial of Replacement
The vehicle was again deposited on 7 November, and I clearly requested a replacement.
Mr. Praveen Upadhyaya assured me that “99% the scooter would be replaced.”
However, after seven days, I received a message merely stating “Your scooter is ready, ” indicating an attempt to return the same defective vehicle once again.
The scooter has been lying at the service centre since then, and I have been without transportation for nearly three months.
7. Mental Harassment and Hardship
The repeated defects, failed repairs, negligence, and lack of accountability by both dealer and service centre constitute deficiency in service and unfair trade practice under the Consumer Protection Act, 2019.
This has caused me enormous mental stress, loss of time, and financial inconvenience.
________________________________________
8. Final Demand for Resolution
In view of the persistent manufacturing defects, multiple failed repair attempts, and the prolonged inconvenience caused, I hereby demand the following:
A. Immediate replacement of the defective scooter with a new unit of the same model,
OR
B. Full refund of the invoice amount paid at the time of purchase.
This email may be treated as a formal legal grievance and a final opportunity for TVS Motor Company to resolve the matter amicably.
Failing a satisfactory response, I shall be constrained to initiate proceedings before the District Consumer Disputes Redressal Commission and other competent authorities without further notice.
I request your prompt action and a written resolution at the earliest.
Sincerely,
Praveen Kumar
Mobile: [protected] /[protected]
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