Equipment warranty: terms under the consumer protection law

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Currently, according to the Consumer Rights Protection Law (CPLA), the buyer can return a washing machine of good or bad quality back to the seller and receive money.

Returning a defective washing machine

During the warranty period
Within 2 years after the warranty period
After the warranty period after 2 years from the date of purchase

Returning a quality washing machine:

Within 14 days
After 14 days

Legislation

Articles 454–505 of the Civil Code establish the general provisions of purchase and sale, including the rules on guarantees. They coincide with the provisions of the PZPP.

The consumer protection law regulates the guarantee in:

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Art. 5 – deadlines and concepts have been established;
Art. 18 – list of possible requirements during the warranty period;
Art. 19, 20 – calculus.

Conditions for transporting the unit to the seller

Refrigeration equipment is quite heavy and large-sized equipment, which is difficult to independently transport to the store where it was purchased. In this case, they call the organization and report that the unit has failed, and demand that they call a warranty service specialist or loaders and driver. When a repairman arrives, it is advisable to immediately ask to document the need for repairs in the refrigerator’s warranty certificate.

When equipment is taken to a workshop for a long time, the buyer has the right to demand a refrigerator with similar characteristics for free use for the period of repair. In this option, fill out an act of specialized agreement with the supplier of broken equipment. When in the city where the unit was purchased there are no repair shops for such equipment, they do not contact the warranty service, but directly to the manufacturer.

Reference! The issue of delivery is described in Article 18.7 of the Law “On the Protection of Consumer Rights”. It states that when the weight of the goods exceeds 5 kg, delivery must be made at the expense of the seller, regardless of the distance of transportation to the place of repair or return of working equipment back to the consumer.

The right to demand delivery remains with the buyer for the full period of the warranty agreement. The store also has the right to put forward an offer to the consumer regarding the independent transportation of refrigeration equipment. In this option, the store is obliged to fully cover the buyer’s financial costs for transportation.

What is given for?

The possibility of a warranty for household appliances is established by law and contains a number of features.

IMPORTANT: almost all equipment is a technically complex product to which special requirements apply. The list was approved by Government Decree No. 924 of 2011.

As a general rule, claims cannot be made for such equipment after 15 days from the date of purchase. But the inability to use the item within 30 days of the warranty period is the basis for filing a quality claim after the expiration of 15 days.

It is typical for equipment that the warranty is established both for the main product and its components. Although the calculation procedure is the same, its duration may differ:

The contract for individual parts can be set less than for the main part.
It is possible to establish a longer period for component products.

IMPORTANT: the manufacturer or seller may establish an additional obligation in which it fulfills the requirements also after the expiration of the warranty.

Receiving a replacement product during warranty repairs

If the company has agreed to provide maintenance and support for products that have defects, the consumer has the right to request the use of similar equipment that has absolutely the same characteristics as the previous refrigerator.
The store is obliged to comply with the consumer's request within 3 working days. Payment for delivery and installation is made from the company's funds. But Law N 2300-1 Article 20.2 does not apply in the case of:

Purchasing any means of transportation. The exception is auxiliary products for people with disabilities.
If furniture was previously purchased, including cabinets and tables.
Household appliances that serve as aids for personal hygiene.
Kettles, ovens, toasters and microwaves.
Weapon.

Thus, the consumer can know that in addition to temporary compensation for a broken refrigerator, he has the right to make this request for almost any goods under warranty, which makes this law more tailored to serve consumers.

What is the legal warranty period for household appliances?

It is always calculated in days, months, years. There are no uniform rules in the normative act. Therefore, each seller and manufacturer sets its own warranty period for household appliances.

The PLA is established: in the absence of this period, the seller is responsible for defects in the product if the buyer proves their occurrence (or the reason for their occurrence) before the transfer of the item.

The time interval for filing a claim is a reasonable period (no more than 2 years) from the date of receipt of the product by the buyer. The agreement between the consumer and the seller may establish a different duration, but not less than 2 years.

The law establishes that the duration of the warranty and other data must be contained in the product information. The absence of such information during the warranty period is a violation.

It is necessary to correctly calculate the start period of the warranty:

The general rule is from the time the buyer receives the item of sale.
From the moment of manufacture, if the transfer cannot be determined.
From the delivery date for remote purchase.
From the moment of start of operation, if installation, connection, assembly was required.

It should be remembered that the warranty period is extended when the equipment is returned for repair by the number of days during which the product was not used. When repairing components or components, the warranty is renewed starting from the beginning.

When does it work?

First, let's find out in what cases you can make a claim to the manufacturer. Warranty repairs are not available for any damage to the machine. Regardless of the brand of the washing machine, damage caused by manufacturing defects is covered by the warranty. Thus, the user can safely demand free service at a service center or replacement of the machine if it does not wring things out well enough, does not wash clothes well, makes a lot of noise, does not completely wash out the powder from the dispenser, etc.

Having received a request for warranty service, the service department will definitely test the washing machine to make sure there is a manufacturing defect.

If the automatic machine breaks down as a result of incorrect user actions, for example, improper transportation, overloading the drum, failure to comply with the instructions, etc., then the damage will be considered a non-warranty event. In such a situation, you will have to pay for repairs out of your own pocket.

The duration of the warranty differs between different SMA brands. For example, the period of after-sales service when purchasing LG or Samsung machines is 3 years, Bosch - up to two years. Basically, such large manufacturers provide a guarantee specifically for the main components of the washing machine: the electric motor and the control module. As practice shows, it is in these areas that manufacturing defects are most often recorded.

How to use the guarantee

To exercise this right, the consumer must contact the seller. Usually, they first contact you orally, and if there is no response, use a complaint.

It is submitted in writing to the seller. You can send it by mail (registered mail with return receipt requested) or deliver it in person.

The complaint states:

Name, address of the organization (seller).
Full name, address, buyer contacts.
Information about the date and place of conclusion of the contract.
Information about the purchased equipment (its name, article number, number, brand, price, etc.).
Detected defect (its location, conditions, time of occurrence, probable cause).
Consumer requirement.
Date of filing the claim.
Signature.

In his claim, the buyer may want:

product replacement;
reducing the purchase price;
free repairs;
reimbursement of repair costs by the consumer or a third party.

The following must be attached to the application:

check, receipt, other document certifying the fact of purchase;
results of the examination (if it was carried out);
a copy of the contract;
a copy of the warranty card.

When making claims in a store, the seller inspects the product for defects, a procedure that can be called quality control. To identify defects, the organization can send the equipment to a specialized service center, where it will be thoroughly examined and, if a defect is detected, it will be repaired or declared impossible to repair.

If the broken device is replaced with another product, the warranty period begins again.

Non-warranty cases under the law:

Violation of rules:

use;
storage;
transportation.

Acts of third parties.
Force majeure (fire, hurricane, flood).

When submitting technical devices for repair, you must fill out a special form issued by the store or service center. It states:

Full name, address, consumer contacts.
Product data (article, number, etc.).
Information about the existing defect (as detailed as possible).
Warranty card.

Lawyer consulting

id=”garantijnyj-remont-stiralnoj-mashiny” >Warranty repair of washing machine

Why does it fail? There can be quite a few reasons for this. First of all, this could be a defect that occurred during the assembly of household appliances. In addition, the stable operation of the machine depends on the voltage drop in the network.

The most common problems are: there are difficulties with turning on the equipment; when the machine washes or spins clothes, it starts to work louder and buzzes loudly; after typing the program, water does not flow into the machine; After finishing the wash, the drum door does not open.

Returning a washing machine, how to return a washing machine to the store and is it possible to get a refund?

In order to find out whether it is possible to return to the store and get the money paid for it, you need to decide on the following circumstance: either the washing machine did not suit you in color, size, style and other similar characteristics (you need to return the money for a washing machine of proper quality) ; or the washing machine is of poor quality and that is why you want to return it to the store (you need to return the money for the washing machine of poor quality).

Do-it-yourself faults and repairs of washing machines

Main menu

The washing machine broke down under warranty

The warranty does not imply free maintenance and repairs during the period defined as the “warranty period”.

The warranty period for a washing machine is determined only by the manufacturer, and not by the seller.

In addition, in some cases, for different countries, the manufacturer may give a different warranty for the same model.

Maintenance and repair of washing machines under warranty

Free repairs during the warranty period will be carried out in the event of a machine breakdown through no fault of the owner. If the repair is caused by improper use of the product, you will have to reimburse all costs.

The most common cases of refusal of warranty repairs:

incorrect installation and connection of the washing machine;
using an extension cord to connect to the network;
washing items not intended for this purpose;
incorrectly completed warranty card;
independent repair of the product during the warranty period.

A more detailed list can be found in the warranty card for your product.

What to do if your washing machine breaks under warranty

However, every owner of a new washing machine from Samsung, Bosch, LG, Indesit and other brands should know the rules of action in such cases.

Self-inspection Failure can occur due to the fault of the owner due to improper operation, due to a manufacturing defect, or due to the fault of so-called third parties (most often these are energy workers). If the panel lights up, an error code is usually displayed.

In what cases should I have my washing machine replaced under warranty?

N 924 - washing machines belong to the list of technically complex products.

If 15 days have passed since the date of purchase, then you can return the washing machine only in one of the following cases: - discovery of a significant defect in the product; (This is a significant irreparable defect) - violation of the deadlines established by this Law for eliminating defects in the product; (repair must be no more than 45 days, if the repair is more than 45 days, then you are required to replace or return the money) - the impossibility of using the product during each year of the warranty period for a total of more than thirty days due to repeated elimination of its various deficiencies.

Is it possible to return a washing machine if I don’t like it?

In such a situation, you can exchange the purchase or get a refund only if it is faulty.

How long can you return a washing machine to the store - return procedure The deadline for returning a washing machine of poor quality is the first 14 days after purchase.

You can return the money for it or exchange it during the warranty period, at its end, if in total more than two years have passed and the defect was present at the time of purchase.

If a washing machine that is under warranty breaks down

18 ZrZPP: 1.

If defects are discovered in the product, if they were not specified by the seller, the consumer has the right, at his own discretion: to demand replacement with a product of the same brand (same model and (or) article); demand replacement with the same product of another brand (model, article) with a corresponding recalculation of the purchase price; demand a proportionate reduction in the purchase price; demand immediate free elimination of defects in the goods or reimbursement of costs for their correction by the consumer or a third party; refuse to fulfill the purchase and sale agreement and demand a refund of the amount paid for the goods.

Source: https://mbagent.ru/kak-poienyat-po-garantii-stiralnuyu-mashinu/

What to do if your washing machine breaks down

When a washing machine under a valid warranty breaks down, you need to contact the seller. If the warranty period has not expired, then he is obliged to find and eliminate the defect. To find out how long this period is, you need to refer to the warranty card. Upon delivery, it is placed in a box with other documents.

When contacting the seller, you need to submit a request for repair of the machine. It is processed in the same way as a claim.

When connecting independently

If the installation of the washing machine at the place of delivery was not carried out by a specialist, then several defects are possible caused by incorrect installation:

incorrect connection to the water supply;
problems in the power supply (broken socket, insufficient power).

Therefore, you need to install the washing machine together with a specialist. If, during self-connection, the unit breaks due to consumer actions, then repairs under warranty are possible, but only at your own expense.

IMPORTANT: the seller must prove the buyer’s fault for the breakdown.

Carrying out repairs by the entrepreneur

In the event that a refrigerator that is under warranty breaks down and the buyer does not know what to do, first of all he is obliged to make demands for repairs:

To the manufacturer of the product.
To the seller of the goods.
Individual entrepreneur or organization that carried out the supply.

Situations occur when a store does not provide warranty service for products. But Law N 2300-1 19.1 establishes that repairs must be carried out within 2 years after purchasing the product.

If more than 2 years have passed, the buyer can also make his claims only if the breakdown occurred before the goods were handed over to the consumer for use. Detailed information can be read in Law No. 2300-1, Article 19.5.

Also, the appeal may be based on claims related to breakdowns of components of the refrigerator (light bulbs, shelves, grilles), if the breakdown or defect was present before the goods were handed over to the buyer. The warranty period is the same, unless other information is specified in the documentation.

The period of repair work according to the law should not exceed more than 45 days. If the organization tries to extend this time, citing the lack of consumables, then the proposal to extend the period may be rejected because this case is not a reason to extend the repair.

According to Article 19.6 of Law N 2300-1, if the repair was not carried out within the prescribed period of 20 days, the buyer has the right to put forward an offer for a refund or return the goods back.

Arbitrage practice

Decision in case No. 2-188/2018 (Tver region). The consumer purchased a refrigerator, but during operation it stopped working. During the dispute, the buyer made mistakes: he filed a claim after the warranty period had expired; filed his claim not against the central organization, but against a branch that is not a representative.

Therefore, the court partially satisfied the buyer's demands.

Decision in case No. 2-130/2012 (Rostov region). The consumer purchased a refrigerator and went to court, insisting on replacing it, because... thought it was counterfeit. Due to errors, the court refused to satisfy the claims:

The citizen did not prove that the item purchased was counterfeit.
The buyer considered that the seller was obliged to install a special socket when installing the refrigerator.
The loaders' refusal to connect the refrigerator was interpreted as confirmation of the non-working condition of the equipment.

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Responsibilities of stores for warranty service

In most cases, when a refrigerator under warranty breaks down, the owners of the equipment clutch their heads because they do not know what to do in this situation.
But there are laws regulating relations between sellers and buyers if such conflict situations arise. When such situations occur, first of all, you should contact the company that sold the product. If the customer is correct, they are entitled to further service if the product was defective during the warranty period.

The consumer may request replacement of the product with a similar one.
If the buyer refuses to exchange the refrigerator for the same brand, believing that the quality of the product will be the same, the amount is recalculated. In this situation, the refrigerator is exchanged for a product of a different brand, but with compensation for part of the missing amount of funds, both on behalf of the buyer and the store.
You can request monetary compensation in the form of a refund of the discount portion.
Also, the store undertakes to carry out repairs under warranty service.
If neither option is satisfactory to the buyer or seller, the buyer has the right to terminate the purchase and sale agreement.

It should be borne in mind that replacing a product with a similar one can only happen if the repair is quite expensive and does not cover the cost of the product.

In any case, when requesting repair or replacement of a product, you must contact the organization with a written application. In order not to be deceived, you need to make it in two copies and require the seal and signature of a store representative. Documentation of the purchase of the product, along with a copy of the receipt and the passport of the refrigerator, is attached to the letter of complaint. On the second copy, the agreement of the second person is written and marked with a signature.

However, negligent sellers may ignore the statement. In this case, the buyer may file a claim in court. The statement of claim is drawn up in two copies. One of the copies is sent to the store representatives, and the second goes to court. In addition to the application, all documentation about the refrigerator is attached: a warranty receipt, a cash receipt and a certificate of inspection of the product by a specialist.

What if the seller refuses?

So, if the seller does not want to return your money for the product or change it, or do an examination, then you need to write a claim in free form, in which you state all the requirements, indicating the reasons. If the seller refuses to accept a written claim, then you need to send a claim letter by mail with return receipt requested. Then we wait within 10 working days. If there is no response from the seller, then contact:

to the Society for the Protection of Consumer Rights;
to the Federal Service for Supervision of Consumer Protection;
or to court.

We contact the first two authorities with a letter in free form, asking for help in the current situation. Well, you must go to court in the established procedural form with a statement of claim. This is best done by a lawyer, so in this case you will have to contact him. A properly drafted document will reduce the time spent on proceedings.

After filing a complaint, if the seller responds to it and makes contact with you, you must proceed depending on what the response to the complaint will be. Most likely, the seller will offer to deliver the machine to the retail outlet where it was purchased, or to a special service center for examination.

For your information! The seller can provide free delivery of the car to the place of examination. If the machine does not work due to the fault of the seller, he is obliged to pay all costs.

Having delivered the machine to the service center, you must receive in return a certificate of acceptance of the washing machine for examination. The act must have a date; in addition, it must contain all the necessary details: signatures, seals, etc.

Having handed over the car and received the certificate, we just have to wait for the expert’s opinion. The examination is carried out within a reasonable time; if the seller delays the examination, then in the future he can be required to reimburse the costs associated with the delay. The following are possible options:

the washing machine has a defect due to the fault of the seller/manufacturer - we have the right to demand the exchange of the product for a similar one, a refund, free repair;
the washing machine broke down as a result of the user’s actions - the money will not be returned to us and the goods will not be exchanged, but we retain the right to demand an independent examination, and if refused, we can go to court;
The washing machine was damaged due to the fault of third parties, for example, power surges, poor-quality water supply services, etc. – we have the right to go to court, where we will prove the guilt of third parties and bring them to civil liability.

When can I return or replace a car under warranty?

If you mistakenly accepted the washing machine from the seller without noticing any defects (major or minor), within the first 15 days from the date of purchase you can return the washing machine to the seller and ask for a refund or exchange the machine for a similar one. In this case, it is very important that the defect is obvious and does not arise through your fault, for example, due to incorrect self-connection.

Note! When purchasing a machine online, the return and exchange period for the washing machine is 7 days.

If the seller doubts that the defect arose through his fault, he has the right to take back the goods for examination. And then the consequences will come according to the results indicated in the examination, unless, of course, you go to court and demand an independent examination to confirm that the car broke down through no fault of yours.

If there are no defects, you cannot return the washing machine to the store even within fifteen days. The fact is that the machine is a technically complex piece of equipment, and without obvious breakdowns it cannot be returned or replaced. You can clarify all the nuances by reading the Law “On the Protection of Consumer Rights”, paying special attention to Articles 18, 19 and 22. Thus, you can only return the money or replace the machine:

if there is a serious defect within 15 days;
through the court, if the examination proves that further operation is impossible and repairs are not advisable.

In other cases, you can only count on free repairs under the warranty card.

Liabilities

Various manufacturers of washing machines provide warranty periods for their products, that is, the period of time during which the washing machine must work with proper operation. Warranty periods may vary, and the warranty period for a washing machine may differ from the warranty period for its individual components and assemblies. For example, the manufacturer provides a warranty period for an LG washing machine for 3 years, and the warranty for the engine of this machine can reach 10 years. So, what are the warranty periods for cars:

Bosch and Siemens washing machines – 2 years;
Atlant washing machines – 2 years;
Indesit washing machines - 1 year.

These warranty periods are mandatory for fulfillment by the retail outlet selling the washing machine. The seller cannot arbitrarily reduce the warranty period determined by the manufacturer.

For your information! For equipment manufactured for different countries, the manufacturer may provide different warranties.

When buying equipment, look at the warranty period in the coupon; sellers, while praising the product, may deliberately inflate it. And don’t forget to put stamps on the warranty, otherwise later the service center may refuse free repairs.

So, what should you do if your washing machine breaks down a little time after purchase? The answer would seem obvious - return it to the seller and collect the money. But it's not that simple. The manufacturer sets a warranty period for the machines, confirming that if their equipment breaks down during this period, they will either repair it or replace it free of charge. But, unfortunately, many sellers are in no hurry to fulfill the obligations given by the manufacturer and in every possible way hinder the implementation of your legal rights. In this situation, it is necessary to defend your rights.

Interesting:

Warranty period and conditions for the dishwasher
10 years warranty for LG washing machines
Reviews of Atlant washing machines
Is it worth doing repairs to electronic modules yourself?
Warranty for LG washing machines
Indesit washing machine rattles during spin cycle

readers

02/27/2018 at 21:52
Alexei:
Read also: Article 291.1 of the Arbitration Procedure Code of the Russian Federation. The procedure for filing a cassation appeal, submitting it to the Judicial Collegium of the Supreme Court of the Russian Federation (current version)
Hans washing machine. After 5 months the bearing rattled. They took it in for repair under warranty. They said your part has arrived. 3 weeks have passed and they say it’s not ready. Our service is very bad.
Answer
04/23/2018 at 13:36
Anonymous:
The same hansa! From the first days I heard the bearing making noise. But the master doesn’t hear. Now we are tormented by proving that the defect still exists.
Answer
06/28/2018 at 23:17
Natalia:
The service is simply disgusting. At first it took 3 months to find out who was to blame and now it’s been 4 months of repairs. Conclusion: an additional guarantee is a waste of money!
Answer
09.25.2018 at 17:32
Umka:
Washing machines are made to last for 3 years, and only if the machine is made without defects. But unfortunately, in Russia it is impossible to buy a good thing other than the C400.
Answer
03/03/2020 at 21:39
Alex:
My Beko machine worked for 15 years before it broke down. The bearings rattled. My son has the same one - 17 years old, but after 7 years he changed the heating element. I bought Atlant a year ago and have already given up.
Answer
04/26/2021 at 18:38
Victor:
We have Beko, 5 months since we bought it. It rattles and moves. Very unhappy!
Answer

How to correctly write a claim to return a product

A claim for the return of an object of sale begins with a header.
The appeal itself is drawn up in the name of the director of the store (or chain of stores), so first of all, the recipient’s contacts are indicated in the “Hat”: full name of the general director, name of the store, address where the main branch is registered. Next, the citizen dissatisfied with the purchase writes his data: full name, actual residence address and telephone number. Sometimes an email address is added to this list, but this is not necessary.

Next, the buyer indicates the name of the appeal: Claim for the return of goods of inadequate quality.

The next step is to present the facts. The buyer describes when, at what time (indicated on the receipt) and in which specific store (name and address of location) he purchased the defective product. You must indicate the exact name of the product with all serial numbers. They must be indicated on the manufacturer’s website, as well as in the technical data sheet of the device.

In the second paragraph, the buyer refers to the warranty period that was indicated in the warranty card. Then the buyer writes when the product is broken (or when a manufacturing defect was discovered). A citizen can also indicate his vision of the cause of the breakdown, but this is not necessary.

If the device was repaired under warranty , the citizen needs to write about this in the next paragraph, indicating the dates and the expert verdict regarding the breakdown. Products that have already been repaired under warranty, but have deteriorated again, are accepted by stores much more often, since their defectiveness becomes obvious.

In the next paragraph, the buyer indicates the impossibility of using the product due to the fact that warranty repairs cannot be performed again for one reason or another (for example, lack of necessary parts) or due to the reluctance to constantly leave a technically complex product under repair during proper operation.

Further in the claim you can refer to current legislation, namely the Law on the Protection of Consumer Rights, but this is not necessary. If the seller knows his rights and obligations, a reference to the law is not needed, and if he does not know, this is unlikely to help make him more law-abiding.

At the end of the application, the buyer must state his requirements in a numbered list. A citizen may insist on an exchange of goods, a refund (full or partial), as well as payment of compensation if additional conditions have been met. In addition, the buyer has the right to compensation for all associated costs, such as transport.

At the end, the document is certified with a signature and date.