Battery Failed Within Warranty but the Company Won't Replace It? Here's Exactly What to Do

It is one of the most common — and most maddening — experiences in India's battery market. You buy an inverter battery, an EV scooter, or a solar storage pack with a confident "5-year warranty" or "8-year / 30,000 km" promise. Eighteen months later it swells, loses half its range, or simply dies. You raise a claim. And the company, instead of replacing it, reaches for one of a dozen familiar reasons to say no.

Sometimes the denial is fair — warranties genuinely don't cover everything. But very often it is a stall, a script, or a way to wear you down until you give up. The good news: India's consumer law is firmly on the side of the buyer, and most genuine claims get resolved the moment the customer escalates correctly. This guide shows you exactly how.

The 8 Reasons Companies Use to Deny In-Warranty Claims

Across inverter and EV battery brands, the same excuses appear again and again. Here is what each one means — and, in green, the reality you can push back with.

Know Your Rights: The Law Is on Your Side

A warranty is not a favour — it is a binding promise, and failing to honour a valid one is a "deficiency in service" under the Consumer Protection Act, 2019. As a consumer you have the right to:

• A written reason for any rejection, citing the exact clause.
• An independent inspection — you can dispute a one-sided "technician said so" verdict.
• Replacement, repair, or refund, plus compensation for harassment and financial loss where a court finds deficiency.
• A grievance officer — every brand of any size is expected to have a Nodal / Grievance Redressal Officer reachable by email.

The Escalation Ladder — 4 Steps to Resolution

Which Department to Email — and Exactly What to Write

To: [brand customer care email]
Subject: In-warranty battery failure — request for replacement — [Model], Invoice [No.]

Dear Customer Care Team,

I purchased a [brand + model, e.g. 150Ah LFP inverter battery / Ola S1 Pro]
on [date] (Tax Invoice No. [____], Serial No. [____]), which carries a
[5-year / 8-year] warranty.

The battery has developed the following fault within the warranty period:
[describe — e.g. "capacity dropped to ~50%", "swelling", "will not hold charge"].

I request a free in-warranty inspection and replacement as per your warranty
terms. Kindly:
1. Register this complaint and share a ticket/complaint number,
2. Schedule an inspection within 7 days, and
3. Provide any decision IN WRITING, citing the specific warranty clause.

Attached: invoice, warranty card, photos/video of the fault.

Regards,
[Name] · [Phone] · [Address]

To: [nodal/grievance officer email]
Cc: [customer care email]
Subject: ESCALATION — unresolved in-warranty battery claim — Ticket [No.]

Dear Sir/Madam,

Despite raising complaint [ticket no.] on [date], my valid in-warranty
battery claim remains unresolved / has been denied without a written,
clause-based reason.

Facts: [model], purchased [date], Invoice [no.], within [X]-year warranty;
fault: [____]. This appears to be a deficiency in service under the
Consumer Protection Act, 2019.

I request resolution — free replacement/repair — within 7 days of this email.
If I do not receive a satisfactory written response, I will be constrained to
approach the National Consumer Helpline and the Consumer Disputes Redressal
Commission, and to claim compensation for harassment and financial loss.

Attached: invoice, warranty card, prior emails, photos/video.

Regards,
[Name] · [Phone] · [Address]

To: [nodal officer email] ; [customer care email]
Subject: FINAL NOTICE before consumer complaint — Ticket [No.] / NCH Docket [No.]

Dear Sir/Madam,

This is a final opportunity to resolve my in-warranty battery claim
([model], Invoice [no.], NCH Docket [no.]) before I file a complaint
before the District Consumer Disputes Redressal Commission via e-Daakhil
and seek replacement plus compensation and costs.

Please confirm free replacement/repair within 15 days of this notice.

Regards,
[Name] · [Phone] · [Address]

Build Your Evidence File (Do This First)

Escalation works because of paper. Before you send a single email, gather and scan:

• Tax invoice with serial number — your core proof of purchase.
• Warranty card and the printed/online warranty terms.
• Photos and a video of the fault (swelling, error code, range display).
• Every email, chat and SMS with the company — never rely on phone calls alone.
• Any technician/service report you were given.
• Your NCH docket number once you reach step 3.

The Bottom Line

A denied in-warranty battery claim is not the end of the road — it's the start of a process the law has built specifically for you. Get the refusal in writing, climb the ladder one rung at a time, and keep your evidence file tidy. Most people who escalate correctly never even reach the Consumer Commission — the written, documented pressure resolves it well before then.

Frequently Asked Questions

Can a company legally deny an in-warranty battery claim?

Only for genuine exclusions — physical damage, water ingress, unauthorised service, wrong application, or use beyond the warranty terms. A blanket refusal without inspection or a written, clause-based reason can be a deficiency in service under the Consumer Protection Act 2019, which you can challenge.

Which department should I email first?

Customer care, to get a written ticket number. Then the Nodal / Grievance Officer if it stalls, then the National Consumer Helpline (1915), then e-Daakhil.

What is the National Consumer Helpline number?

Dial 1915 (or 1800-11-4000), WhatsApp +91-8800001915, or register at consumerhelpline.gov.in to get a docket number.

What does filing a consumer case cost?

Filing on e-Daakhil before the District Commission is inexpensive — around ₹100–200 for small claims — and you can represent yourself without a lawyer.

How long does the whole process take?

Many claims resolve within 2–4 weeks at the customer-care or nodal-officer stage once a paper trail forms. A full Consumer Commission case takes longer, but is rarely needed for a clearly in-warranty failure.

Kunwer Sachdev

Founder of Su-Kam and Kunwwer.ai, and mentor at Su-vastika and several other companies — the “Inverter Man of India.” Read his story →