Updated: October 6, 2026. A ₹400 service charge has produced a useful consumer-rights lesson in Surat after a digital lock allegedly jammed and left a family unable to get out of its flat.

The Surat District Consumer Disputes Redressal Commission (Additional) held that charging the consumer a separate emergency technician-visit fee while the product was still under warranty amounted to an unfair trade practice in the circumstances of the case.

The amount involved was small. The principle is much bigger: what exactly does a warranty promise when a product fails and the customer cannot reasonably use it?

What happened in the Surat case?

According to the reported order, Surat resident Ritul Gabani had purchased a digital lock for his Katargam flat. In October 2025, the lock allegedly jammed, leaving family members unable to exit normally.

Gabani contacted customer care and requested urgent assistance. He was told a technician would visit after payment of a ₹400 visitation charge, even though the lock was still within its warranty period.

He paid the amount and later approached the consumer commission, arguing that the separate visit charge was unjustified for a warranty-related failure.

What did the consumer forum order?

The commission directed Godrej & Boyce Manufacturing Company Ltd to refund the ₹400 fee with 7% interest and pay an additional ₹1,500 in compensation, according to the reported decision.

The forum’s reasoning is important because warranties are not useful if a consumer must effectively pay an extra compulsory service charge to access a remedy for a covered failure.

Does this mean every technician visit during warranty must be free?

Not automatically.

Warranty terms differ. Some warranties cover parts but exclude labour, travel or damage caused by misuse. Others offer on-site service. The facts of a specific complaint matter, including the written warranty, how the product failed and what service the company promised when it was sold.

The Surat ruling therefore should not be read as a blanket rule that every service visit for every product is always free. It does show that a company may have difficulty defending an extra charge when the charge effectively blocks access to a warranty remedy.

What consumers should save after buying a product

A strong complaint depends on evidence. For products such as digital locks, appliances and electronics, keep:

  • The purchase invoice.
  • The written warranty or warranty-registration record.
  • Serial number and model details.
  • Customer-care complaint numbers.
  • Emails, chat transcripts or screenshots.
  • Receipts for technician or service charges.
  • Photos or video showing the fault when possible.

These records can help establish that the product was under warranty, that the company was notified and that a disputed fee was actually paid.

Why digital locks make service response especially important

A failed television is inconvenient. A failed locking system can create a safety problem.

Smart-home products increasingly combine software, electronics and mechanical components. When they control access to a home, manufacturers and installers need clear emergency-support processes because users may not be able to wait for an ordinary service window.

Consumers should also understand the manual override or emergency-opening procedure before relying on a smart lock as their primary door lock.

What to do if a company refuses warranty service

Start by asking the company to identify the exact warranty clause that allows the charge or excludes the service. Keep that response in writing.

If the dispute remains unresolved, consumers in India can use the company’s grievance process and, where appropriate, pursue consumer-redressal channels. The strongest complaints are factual and specific: what was purchased, when it failed, what the warranty said, what was charged and what remedy is being requested.

What businesses can learn from the ruling

The case is also a customer-service lesson. A small disputed charge can cost far more than its face value once complaint handling, compensation and reputational damage are considered.

For safety-related products, companies should make emergency-service terms extremely clear at purchase and train support teams to distinguish a warranty failure from a chargeable maintenance visit.

Frequently asked questions

How much did the Surat consumer pay?

The reported technician visitation charge was ₹400.

What compensation was ordered?

The commission reportedly ordered refund of the ₹400 with 7% interest and an additional ₹1,500 in compensation.

Was the digital lock still under warranty?

Yes, according to the report on which the consumer complaint was based.

Does a warranty always cover every service cost?

No. Coverage depends on the warranty terms and facts of the case. Consumers should read the exclusions and keep written records of the company’s response.

For more local coverage, read BCC’s guide to the Surat–Udaipur Vande Bharat timings, stops and booking details.

Sources and further reading

Featured image is illustrative and does not depict the complainant or the specific product.

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