The differences with warranties, guarantees and consumer rights
People get muddled between these three things. Rarely do you need a warranty, however, there are situations where you may choose to buy a warranty.
Consumer rights
The Consumer Rights Act 2015 states that items must be of satisfactory quality, as described, fit for purpose and last a reasonable length of time. You have these rights for six years in England and Wales or five years in Scotland.
Items must be of satisfactory quality and fit for purpose as described and last a reasonable length of time. So, for example, if you have bought a washing machine and it breaks after two years you should still be able to claim. However a consumer is expected to use the appliance reasonably. For example, a washing machine may be expected to be used a few times a week. It will show if it has been used every day twice a day for two years and this may be considered unreasonable and you would not get a repair or replacement.
For an item such as a washing machine, or a car etc., the retailer can take off money for use. This needs to be a reasonable “amount”.
You should familiarise yourself with the Consumer Rights Act 2015 before paying for any warranty being offered.
It is worth stating I have never paid for or used a warranty. I always assert my legal rights.
Warranties
When you are offered a paid for warranty, check what is included. It should be more than your consumer rights, as shown above. You may feel that it is worth expenditure buying a warranty if you look at it as a type of insurance (as in the washing machine example). This is different to your consumer rights.
For example, a television should, without doubt, last more than three years. So should you buy one of those paid for warranties for a telly? Don’t bother, the CRA will always be better and using the law is free!
But you will see the likes of Currys staff frequently try and sell you a warranty which is extremely unlikely to give you more than your consumer rights. Often they will try repeatedly to fob you off.
An example from Jo Watson:
Cars are a complicated one! More advice on a warranty for cars on the Motor Ombudsman site here. And All you need to know about car purchasing, financing and garages
If you want to complain about a warranty see the Consumer Rights Act 2015 and Top 20 tips for complaining effectively If you are still not satisfied you can take the case to the Financial Ombudsman.
Guarantees
If you buy an item that comes with a lifetime guarantee, great. This provides you with more than your consumer rights because if the item breaks after six years you would not be able to go to the Small Claims Court. However, you can go back to the manufacturer and say under the guarantee this hasn’t lasted, I want my refund or replacement, depending on what the guarantee states.
If the guarantee says the company will replace the product within two years if it breaks, ignore it. If the item was expected, reasonably, to last longer than two years then your consumer rights are better than the guarantee and you should take the item back to the retailer, not the manufacturer.
Resources for complaining effectively
When asserting your legal right use these Top 20 tips for complaining effectively.
Should you need more help with your legal rights explore the blog and get the book packed full of information, tips, guidance, laws and regulations and templates GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!
If you don’t want to wait you can Purchase downloadable templates to gain redress to help with most issues.