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Rules of the game at warranty club
Do you know when a pickpocket hits his/her victim?" a friend asked me. Of course, I hadn't been an Oliver Twist to know. But she was certain that in shopping malls they hit the people coming out of checkout lines.
- By Rania Oteify, Staff Reporter
- Published: 00:00 January 13, 2007
Do you know when a pickpocket hits his/her victim?" a friend asked me. Of course, I hadn't been an Oliver Twist to know. But she was certain that in shopping malls they hit the people coming out of checkout lines.
"When you are busy with your new stuff, you may not zip your purse, or care about your wallet," she told me. While I am still uncertain of her theory, I agree that the euphoria of acquiring a new toy can be a reason for people to do some silly stuff such as overlooking a lousy warranty deal.
But when a washing machine's spinning sound starts driving them crazy, or a mobile phone abruptly ends their calls, all they hope for is not to hear the usual "not covered" phrase.
A couple of weeks ago, a colleague whose vacuum cleaner's hose fell apart just a few months after purchase was told her warranty did not cover accessories.
When she argued with the customer service agent at one of Dubai's largest hypermarkets that her one-year warranty card did not mention any such exception, he told her new cards were being printed. As the justification was outrageous in itself she insisted, argued, and yelled until they agreed to fix the machine.
Solid ground
So here is the first rule in the warranty club: don't give up on your right as long as you have one and you're on solid ground.
But like in any other contract dispute, you have to have your papers in order, which in this case are the warranty card and the purchase receipt. When you demand the service, try to refer to specific points in the warranty, which puts some moral pressure on the retailer to honour the agreement.
Until a recently-established consumer protection department launches a hotline to receive complaints, you may not get much formal assistance with warranty disputes.
The Compliance Division at Department of Economic Development, which plays an educational role, advises to file a lawsuit if all other attempts fail.
Even though I think, as both you and the retailer or warranty provider know, the cost of filing a lawsuit may largely exceed the potential cost of repair.
Tips
Therefore, it may save you a lot of time, money and stress if you take a few precautionary steps, as suggested by the Compliance Division's Consumer Guide, before you buy a product.
First, you need to carefully select where you buy as what to buy. People are usually vocal about their warranty and service experiences, so ask around about the reputation of the company's after-sale services.
Additionally, try to read the warranty conditions before you reach for your credit card to pay for a product. Even though it may be an unusual request, I do not think any retailer will strongly refuses. If one does, then you've got the answer.
I also agree with the Consumer Guide's tip that you should ask which parts are covered by warranty, and whether there are any warranty limitations or not.
Many durable goods such as washing machines, air-conditioners or refrigerators have exceptions. So next time you buy an air-conditioner, ask whether the warranty covers compressor failure or maintenance related to moving the unit from one house to another or not.
By asking those questions, you're doing your share in understanding what the deal is all about. But as the saying goes: it takes two to tango.
When things go bad, a retailer or a warranty provider has to delivers what was promised. Even if coverage may not be comprehensive, it has to be transparent, and in accordance with the 'already-printed and stamped' warranty card.
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