Charu Motors Pvt Ltd HANS HYUNDAI - Replacement of car part not done under Extended Warranty

I purchased a Venue DCT SX+ car from Charu Motors Pvt. Ltd. (Hans Hyundai), **/*A, TSG Complex, Shivaji Marg, Moti Nagar, New Delhi-****** on **-**-**** with Bluelink facility, the connected car technology.

*. The car was under regular maintenance with them. After expiry of * years in February ****, I was suggested to extend the Warranty of car for another * year. Accordingly, I paid an amount of Rs. ****/- and the Warranty extension document of * pages (copy enclosed) was given to me. The extended warranty is valid upto **-**-****. The document mentions about overleaf terms and conditions but nothing was given on next page. (copy enclosed) So, I was not given any details of terms and conditions at that time.

*. The Extended Warranty Scheme is an extension of the existing warranty period on chargeable basis and is an optional scheme which could be opted either at the time of sale of car or before expiry of the existing warranty period. The interested customer has to fill up a contract form (EW registration form) for on Extended Warranty Scheme to provide a request and accordingly the Vehicle Identification Number [VIN] of the vehicle would be validated and if the warranty has not expired the dealer collects the amount towards the same. The registration of the extended warranty document would be submitted through their Global Dealer Management System (GDMS), system by the dealer and the validation of the VIN happens in Global Warranty Management System (GWMS) maintained by HMIL. The extended Warranty Certificate would be generated by the GDMS system at the dealer end on behalf of HMIL.

*. I also renewed the subscription of Bluelink facility in February,****, by making a payment of Rs.****/- and it was renewed for * years till **-**-****. (copy enclosed).

*. But my ordeal began in September, **** when Bluelink suddenly stopped functioning on **-**-****. Initially, I made calls to Bluelink help center but they were unable to fix the problem. Later, they advised me to visit dealership to get problem solved (copy of correspondence enclosed).

*. The car was checked by Hans Hyundai on **-**-**** and it was informed that everything has been found to be perfect in the car. It was further informed that matter would be taken up with Bluelink center for further advise. However, later on it was informed that AVNT (Auto Visual Navigation system) needs to be replaced, by paying an amount to Rs.**,***/- because this is covered under warranty only for initial * years but not covered under Extended Warranty (copy enclosed).

*. I may inform that AVNT is otherwise functioning normally and its backview camera, timer, FM stereo etc. are functioning normally. After I took up the matter with Hans Hyundai, they offered to get the part repaired by vendor on payment basis. The AVNT was removed from my car by Hans Hyundai on *-**-**** and sent to Vendor for repair.

*. It was refitted in car on **-**-**** and upon enquiry, I got no clear reply whether any repairs have been carried out by the vendor or not. After fitting, the technicians called Bluelink center but could not make it functional. I was told by Hans customer care that the Modem of Bluelink, which is installed in AVNT is not working but it cannot be repaired and full AVNT will have to be replaced by paying Rs.**,***/. They offered to share **% of the cost as a goodwill gesture.

*. I have taken up the matter with them pointing out that detailed terms and conditions were not given to me at time of extension of warranty but they have not agreed to replace AVNT under Warranty. Aggrieved with the stand taken by Hans Hyundai, I had written to HMIL many time through E-mails. All these points raised in my abovesaid E-mails were required to be examined by Hyundai India Ltd. However, it was noticed with regret that my E-mails were simply passed on to Hyundai dealership, without taking any decision on my submissions.

**. It is surprising that such a big company does not have any transparency and no division/branch has been established to handle the customers’ grievances/concerns and give suitable reply to them. All the big companies have well established customers' grievances branches with escalation levels. Their websites give names/contact numbers of officers designated for this work. Each complaint is allotted ticket number and its progress can be monitored online. This shows that the Hyundai India attaches NO importance to customers' complaints.

**. Thus, I have been following up the matter with Bluelink center, Hans Hyundai and Hyundai India Ltd. Since October,**** but the problem has not been resolved so far. Probably, they are just passing the time till extended warranty expires on **-**-****. As a result, I am forced to drive my car without Bluelink facility even after paying for Extended Warranty for *th Year and renewing Bluelink connection till ****.

**. The stand taken by the dealership not to cover AVNT under Extended Warranty is not correct because:-
i) No terms and conditions were supplied to me at the time of Extension of Warranty and it results in keeping the consumer in dark;
ii) the "extension" of an agreement or warranty means that it is extended" in toto" that is with same terms and conditions;
iii) Hans Hyundai is taking a stand that replacement of AVNT was covered under Warranty for first * years but not during extended warranty period, which is NOT correct;
iv) Now, it is understood as to why terms and conditions are not supplied at time of extension of warranty so that they can be later interpreted in company's favour;
v) It is clearly a case of suppression of customer's rights and held as ultra vires by many consumer forums in India.
**. I am a senior citizen and I have already gone through lot of trouble and mental harassment due to this Bluelink problem. It is, therefore, requested that Hans Hyundai may be directed to replace AVNT in my car under Extended warranty immediately.