Consumer Commission Rules In Buyer’s Favour
The Puducherry State Consumer Disputes Redressal Commission has ordered Mahindra & Mahindra and its authorised dealership to pay a customer ₹10.81 lakh after failing to deliver a car despite receiving the full payment. The commission held both the manufacturer and the dealer responsible for deficiency in service, offering significant relief to the buyer after a prolonged legal battle.
Car Booked In 2013 But Never Delivered
The complainant had booked a Mahindra XUV500 in 2013 and paid the entire purchase amount in advance. Despite repeated assurances from the dealership that the vehicle would be delivered soon, the customer never received the car. Over the years, several promises were made, but the delivery never materialised, forcing the buyer to approach the consumer commission for justice.
Dealer And Manufacturer Held Responsible
During the proceedings, both the dealership and Mahindra attempted to defend themselves by placing responsibility on each other. However, the commission observed that the customer had entered into the transaction based on the representations made by both parties. It concluded that the prolonged delay and failure to deliver the vehicle amounted to clear deficiency in service and unfair treatment of the consumer.
Compensation After A 12-Year Wait
The commission directed the parties to refund the amount paid by the customer along with applicable interest. It also awarded compensation for the mental agony, inconvenience, and financial hardship caused by the extraordinary delay. Including the refund, interest, and compensation, the total relief granted to the complainant amounted to approximately ₹10.81 lakh.
Strong Message For Consumer Protection
The ruling highlights the importance of honouring commitments made to customers, especially after accepting full payment. It also reinforces that manufacturers cannot completely distance themselves from the actions of their authorised dealers when consumers suffer due to failure in delivering promised products. The decision serves as a reminder that consumer protection laws provide effective remedies against prolonged negligence and deficient service.
Summary
A Puducherry consumer commission awarded a buyer ₹10.81 lakh after Mahindra and its dealership failed to deliver a fully paid car for nearly 12 years. Holding both parties liable for deficiency in service, the commission ordered a refund with interest and compensation, reaffirming that consumers are entitled to legal relief when companies fail to honour their commitments.
