Not all modern household appliances are reliable. What to do if the purchase refused to work from the first weeks, problems were discovered much later, and the faulty product cannot be returned/exchanged because it is included in list No. 575, or the selling company no longer exists? In these cases, service center (SC) specialists come to the rescue.
choose me
Service centers are either regular or authorized (ASC). The ASC may have an agreement with the manufacturer or its representative in Russia, which pays the SC for repair work. If guarantee period broken equipment has not yet expired - there is a direct road to the ASC.
In an authorized service center, your equipment with a valid manufacturer’s warranty should be repaired free of charge, using only branded spare parts and components, if the defect is not your fault. However, repair times here are often delayed.
Parts are usually delivered from abroad - few manufacturers have spare parts warehouses in Russia. Add time for various diagnostics and examinations necessary to recognize the case as covered by warranty. So it turns out that equipment sent to the ASC for troubleshooting can remain there much longer than the period established for this by law.
Remember that if you violate the written deadline, you have the right to claim your equipment in its current (faulty) condition and file a claim with the seller for a refund, because In this case, the deficiency becomes significant, which cannot be eliminated without disproportionate costs or time.
It is much easier to work in ordinary unauthorized service centers. Here, any malfunction will be eliminated as quickly as possible, but only for money. The disadvantages include the frequent lack of original spare parts and the use of repair methods that contradict the manufacturer’s service bulletins.
There is also a third category of service centers - service centers, which are also not authorized by product manufacturers, but can provide free warranty service for equipment under agreements with sellers. For example, service centers at some online stores or retail outlets that establish their own guarantee for the goods sold. As a rule, this approach is applied to equipment illegally imported into the territory of the Russian Federation, and it is not covered by the manufacturer’s warranty, but it also costs a little less than officially supplied equipment.
Attention! Warranty card
The most important document for household appliances is a warranty card. It indicates the warranty period for the product established by the manufacturer. Sometimes stores can set their own warranty period in the absence of a warranty from the manufacturer. Remember, according to the Consumer Rights Protection Law, it cannot be less than that established by the manufacturer!
The warranty card is filled out in the store after the buyer has inspected the product.
It must be correct and clear 
indicated: model, serial number of the product, date of sale, seal of the selling company, signature of the buyer. The coupon must be kept throughout the entire warranty period. After all, only upon presentation of it can your equipment count on free repairs.
Quite often, the warranty card contains the addresses and telephone numbers of authorized service centers to which the manufacturer has entrusted the right to provide warranty service for the product it produces. Or this information can be found directly in the store.
Believe what is written
When getting your equipment repaired, be on the lookout! At the ASC you will be required to present a warranty card and a cash receipt for the purchase of the goods. You should carefully read the documents that you sign when communicating with a service center representative. They must record: the defects you have declared, a description of the appearance of the product, and can also determine the time frame for completing the work.
By law, repairs must be carried out in the minimum period objectively necessary to eliminate them, taking into account the method usually used. However, service centers, depending on their capabilities, set their own deadlines. If it is not determined in writing, your equipment may “lie on sick leave” for as long as desired.
In addition, according to paragraph 3 of Article 20 of the Law on the Protection of Consumer Rights, “If the defects of the product are eliminated, the warranty period for it is extended for the period during which the product was not used. The specified period is calculated from the day the consumer applies with a request to eliminate defects in the product until the day it is issued upon completion of the repair.” When picking up equipment from repair, do not forget about the receipt, which should indicate what spare parts were used for repair and the terms of acceptance and delivery from the service center. It happened that the craftsmen did not even bother to indicate the model of the product, after which the equipment was deprived of the warranty period.
The agreed period has expired
What to do, if fixed time renovation has come to an end, and service center in no hurry to release the goods from repair? The Consumer Protection Law offers two options for dealing with the situation. The first is, in accordance with Article 23 of the Labor Protection Code, to present a demand for payment of a penalty for violating the deadline for eliminating defects in the goods, agreed in writing - 1% of the cost of the goods per day, starting from the day the claim is served until the day the repaired goods are returned.
However, as mentioned above, the ASC may not necessarily have concluded an agreement with the manufacturer, and then, based on the preamble of the PPA, it is not an authorized organization and cannot be held liable under Art. 23. The second is to pick up the equipment and demand a certificate about the length of time it was in service. In this case, the seller is obliged to return your money for the faulty product, but at the same time he retains the right to conduct his own examination.
Good day. Today, in any city (even a relatively small town) you can find more than one company (service centers) engaged in repairing a wide variety of equipment: computers, laptops, tablets, phones, TVs, etc.
Compared to the 90s, now the chance of running into outright scammers is small, but running into employees who deceive in “little things” is more than possible. In this short article I want to tell you how people cheat when repairing various equipment. Forewarned is forearmed! So…
"White" options for deception
Why white? It’s just that these options for not entirely honest work cannot be called illegal and, most often, an inattentive user falls for them. By the way, most service centers (unfortunately) engage in such fraud...
Option No. 1: imposed additional services
A simple example: a user has a broken connector on his laptop. The cost of it is 50-100 rubles. plus how much does the work of a service technician cost? But they will also tell you that it would be a good idea to install an antivirus on your computer, clean it from dust, replace thermal paste, and other services. Some of them you don’t need at all, but many agree (especially when they are offered by people with looking smart and with clever words).
As a result, the cost of going to a service center sometimes increases several times!
Option No. 2: “hiding” the cost of some services (changing the price of services)
Some “cunning” service centers very cleverly differentiate between the cost of repairs and the cost of spare parts. Those. when you come to pick up your repaired equipment, you may also be charged money for replacing some parts (or for the repair itself). Moreover, if you start studying the contract, it turns out that in fact this is written in it, but in small print with reverse side contract sheet. Proving such a catch is quite difficult, since you yourself agreed to such an option in advance...
Option No. 3: cost of repair without diagnostics and inspection
A very popular type of deception. Imagine the situation (I observed it myself): a guy brings it to a PC repair company and there is no picture on the monitor (in general, it feels like there is no signal). He is immediately charged with the cost of repairs of several thousand rubles, even without an initial examination and diagnosis. And the reason for this behavior can be either a faulty video card (then the cost of repairs may be justified) or simply a damaged cable (the cost of which is a penny...).
I have never observed that the service center itself took the initiative and returned funds due to the fact that the cost of repairs turned out to be lower than the advance payment. Usually, the picture is the opposite...
In general, ideally : when you bring a device for repair, you are charged only for diagnostics (if the breakdown is not visible or obvious). Subsequently, you are informed about what is broken and how much it will cost - if you agree, then the company carries out repairs.
“Black” divorce options
Black - because in these cases you are simply cheated out of money, and in a rude and offensive way. Such fraud is strictly punished by law (though it is difficult to prove, but quite real).
Option No. 1: refusal of warranty service
Such incidents are rare, but they do happen. The point is that you buy equipment - it breaks down, and you go to a service center that provides warranty service (which is logical). It tells you that you have broken something and therefore this is not a warranty case, but for money they are ready to help you and make repairs anyway...
As a result, such a company will receive money from both the manufacturer (to whom they will present all this as a warranty case) and from you for repairs. It is quite difficult not to fall for this trick. I can recommend calling (or writing on the website) the manufacturer yourself and asking whether this reason (which the service center gives) is actually a denial of warranty.
Option No. 2: replacing spare parts in the device
It is also quite rare. The essence of the deception is this: you bring your equipment for repair, and they replace half of its spare parts with cheaper ones (regardless of whether your device was repaired or not). By the way, if you refuse repairs, then other broken parts may be put into the broken device (you won’t be able to immediately check their functionality)…
It is very difficult not to fall for such deception. We can recommend the following: use only trusted service centers, you can also photograph what some boards look like, their serial numbers, etc. (it is usually very difficult to get exactly the same one).
Option No. 3: the device cannot be repaired - sell/leave it to us for spare parts...
Sometimes the service center deliberately provides false information: supposedly your broken device cannot be repaired. They say something like this: “...you can take it, or leave it to us for a symbolic amount”...
After these words, many users do not go to another service center - thereby falling into a trick. As a result, the service center repairs your device for pennies and then resells it...
Option No. 4: installation of old and “left” spare parts
At different service centers - different time warranty for the repaired device. Most often they give from two weeks to two months. If the time is very short (a week or two), it is likely that the service center simply does not take risks, due to the fact that it is not installing a new part for you, but an old one (for example, already for a long time worked for another user).
In this case, it often happens that after the warranty period has expired, the device breaks down again and you have to pay for repairs again...
Service centers that work honestly install old parts in cases where new ones are no longer produced (well, is the repair time limit and the client agrees to this). Moreover, the client is warned about this.
That's all for me. I will be grateful for additions :)
06.12.2012, Thu, 15:12, Moscow time
The relationship between service centers and clients is far from a simple “bring it in for repair and take it back.” Most often, problems arise during the delivery and registration of equipment under warranty. Sometimes they are associated with well-known tricks and tricks that customers try to use to get free repairs.
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The client most often takes the faulty equipment to where it was purchased - to the store or to the supplier. But if trade organization there is no own authorized service center, it would be more correct to immediately send the device to the manufacturer’s service center - the store will still do the same thing, only it may take longer. Gaining time is especially important for small companies who independently maintain their fleet of computer and office equipment and often do not have sufficient replacement funds for the duration of repairs.
The functionality of the device and the elimination of manufacturing defects are guaranteed by the manufacturer, and not by the store, supplier company or authorized service center. Regarding warranty repairs, trade organizations and service centers are guided by instructions received from the vendor or main service provider.
Double standards
Typically the warranty period is technical products ranges from 6 months to 3 years depending on the type of device and the specific manufacturer. Interestingly, the period rarely depends on the reliability, technical complexity and size of the device. For example, a computer system unit may have only a year of warranty, but a small navigator may have two. It often turns out marketing ploy manufacturer to attract buyers.
The warranty period rarely depends on the reliability, technical complexity and size of the device
Already at the stage of establishing the warranty period, various tricks begin. Trade organizations can “play” with them, providing themselves with more favorable conditions work. For example, a product may have a 2-year warranty, but the seller advertises only 1 year. This can be a problem for small shops and points of sale that do not want to deal with customer service.
Why is this happening? Employees of service centers know that there are two warranty periods: one - from the date of sale - is established for the buyer, the second - from the date of production - for the trade organization. Due to the fact that the devices go through quite long haul from factory to cash register (transportation, customs clearance, warehousing), the second warranty period is longer. For example, with a warranty of 3 years from the date of sale, the maximum warranty period from the date of manufacture will be 3 years 6 months.
As soon as the established period from the date of production expires, the manufacturer declines responsibility for warranty repairs. And, if according to the coupon there is a guarantee, but in reality it has expired, this only means that the product has not been sold for too long. Claims should no longer be made to the manufacturer or service center, but to the store. Therefore, when purchasing, you also need to pay attention to the date of manufacture of the device.
To insure against such cases, stores independently reduce warranty periods for some types of goods. Especially the discrepancy in warranty periods concerns computer components.
How to hand over goods correctly
There is a common belief that service centers try their best to deny customers warranty repairs. This is usually not the case. Although an authorized service center does not charge money for warranty repairs, it is paid for this work by the manufacturer or central service provider. That is, even from warranty repairs the service center makes money. Therefore, it makes no sense for him to evade repairs or “kick off” the client for various reasons.
However there is certain rules acceptance of equipment and terms of warranty service. Accordingly, service center employees have certain instructions for accepting warranty equipment. To recognize a breakdown as a “warranty event”, both certain documents and compliance of the state of the equipment with certain criteria are required. And here situations may arise when the service center is released from warranty repair obligations.
The client must have a receipt or delivery note with the date of sale of the goods and a completed warranty card. However, according to the law, the absence of a warranty card is not a reason for denial of warranty. In theory, the main thing for a service center is to identify the product. Its employees can do this by serial number and find out whether a product with this number was produced at all, when it was manufactured and whether the warranty period has expired. Many companies do this.
An additional advantage of checking by serial number is the ability to filter out “gray” devices. The service center will not repair free of charge goods that were imported unofficially and, accordingly, do not have a warranty. Sometimes information is received that, for example, among scanners of a certain brand, only 10% of all those sold by retail were officially supplied. Accordingly, only a small part of the total goods sold is subject to warranty service and this model is given Special attention when checking. Most of the equipment will be refused warranty repair with the wording: “Due to the absence of this serial number in the database of devices officially supplied to Russia.”
It would seem, what difficulties may arise when submitting equipment for warranty repair? I brought it to the store, gave it to me, and picked it up after repair. In fact, everything is not so simple and there are nuances, ignoring which can result in a headache for the buyer. Today we will talk about how to properly hand over phones and household appliances for repair.
What is warranty repair?
One of the options that the Law “On the Protection of Consumer Rights” offers in the event of defects in a product is the immediate elimination of defects in the product free of charge. In other words, warranty repairs. The law implies that these repairs must be free of charge to the consumer. That is, you do not have to pay either for the repair work itself or for all the necessary spare parts and components.
Store or SC?
Few people know that a request for free warranty repairs can be submitted not only to an authorized service center, but also to the store itself. In practice, some stores may be disingenuous and redirect customers to the service center. By law, the choice between a store and a service center is up to the buyer.
If you are faced with a choice of whom to entrust warranty repairs to your equipment, pay attention to the following nuances:
- territorial location - go to the website of the manufacturer of your brand of household appliances. In the “Support” section, look for a list of authorized service centers in your city. If you can’t find them, and it’s too expensive to travel to another city, contact the store;
- availability of replacement stock - check before submitting for repairs whether they can provide you with a product for the duration of the repair and what kind;
- how delivery of large-sized goods is ensured and whether it is possible for a specialist to come to your home.
If both the store and the service center are equally accessible, we recommend that you return the product for repairs through the store. In this case, the store will be responsible for all damage to your equipment and all delays. In the case of direct delivery to the service center, if the repair deadlines are not met, the store may refer to the fact that it did not send you to this service center and cannot bear full responsibility for its actions. Service centers, in turn, often refer to the fact that, under an agreement with the manufacturer, they do not refund money for the product or exchange for a new one if the repair deadlines are not met. Both can be challenged in judicial procedure, but it’s better to protect yourself from such controversial issues in advance.
Warranty repair periods
According to the law, the store or service center must eliminate the defects you claim about the product. immediately, that is, in the minimum period objectively necessary to eliminate them, taking into account the commonly used method. The wording is not very successful and not sufficiently defined, but in any case, according to the law, the period of warranty repairs cannot be more than 45 days. This period is counted from the day the goods are submitted for repair (the day of delivery itself is not counted; the first day of the period will be the day following it). Within 45 days, the store and service center are obliged not only to find the cause of the breakdown, but also to ensure the supply of the necessary spare parts, repair work. In addition, it is during this period that the store and service center must notify you of the completion of the repair.
If the required 45 days have expired, and you still have not seen your equipment and have not been notified by the store that the goods are ready after repair, we recommend writing. Firstly, in it you can make another demand (instead of repair), for example, a refund or exchange for new product(including to a more expensive or cheaper one with price recalculation). Secondly, for each day of delay you can demand.
We hand over for repairs
The delivery of equipment for warranty repair must be documented. The store or service center is required to issue you a receipt or certificate of acceptance of the product for repair. This act must indicate:
- name of the host organization or individual entrepreneur, contact addresses and telephone numbers - that is, a store or service center;
- your full name, address, contact phone number;
- product name, model, brand, serial number or IMEI;
- description of the appearance of the goods (it is better to specify the presence of damage, scratches, abrasions in detail);
- complete set of goods - headphones, headset, Charger, box, protective film etc. Indicate everything you are conveying. By the way, if the original packaging of the product has not been preserved, the store and service center still do not have the right to refuse to accept the product for repair;
- the purpose of receiving the goods is warranty repair or quality control (if you do not require repairs, we recommend that you specifically specify this in the in writing. Indicate that you are asking for a refund or exchange of goods);
- the real date of delivery of the goods to the store or service center - it is from this that all repair periods will be counted;
- defects that you ask to check or eliminate (indicate in as much detail as possible all your complaints about the quality of the product, so that during the repair the store or service center checks them all).
When handing over the goods, you will also be asked for a cash register or sales receipt for the purchase of equipment and a warranty card. Please keep in mind that it is best to keep the originals of these documents with you if possible. If a store or service center absolutely requires originals, be sure to make copies of the receipt and warranty card for yourself: you may need them in court if the repair situation is not resolved voluntarily.
Please also keep in mind that by law, delivery of large items weighing more than 5 kg to and from warranty repairs must take place by and at the expense of the store (service center). If you are forced to take the refrigerator for repairs yourself, be sure to keep receipts for payment for delivery services and loaders. These amounts are your losses and must be reimbursed by the store or service center.
Even if your defect is not confirmed, the store or service center does not have the right to demand reimbursement from you for the costs of delivering the goods and paying for the “master’s visit”.
Not all buyers know that during warranty repairs they can ask for the so-called “replacement fund”. It's free. To receive goods from the replacement fund, it is enough to write a free-form application addressed to the director of the store or a service center with a request to provide free replacement goods for use during the repair period. You must be provided with a product with the same basic consumer properties as your equipment within 3 days from the date of submission of the application.
Of course, the law does not oblige stores and service centers to provide replacement plasma, iPads, or expensive devices during repairs. touch phones. Therefore, a store or service center can provide a simple cell phone or a regular TV. However, the absence of a replacement fund is a violation of consumer rights. If you are refused permission to use the goods during repairs, you can complain about the actions of the store or service center to Rospotrebnadzor and ask for a penalty in the amount of 1% of the cost of the goods for each day of delay in providing the replacement fund ().
Remember also that there is list of goods for which stores and service centers have the right not to provide replacement funds(Resolution of the Government of the Russian Federation No. 55 of January 19, 1998):
- cars, motorcycles and other types of motor vehicles, trailers and numbered units for them, except for goods intended for use by disabled people, pleasure craft and watercraft;
- furniture;
- electrical household appliances used as toiletries and for medical purposes (electric shavers, electric hair dryers, electric hair curlers, medical electric reflectors, electric heating pads, electric bandages, electric blankets, electric blankets, electric hair dryer brushes, electric hair curlers, electric toothbrushes, electric cars for cutting hair and other devices that come into contact with mucous membranes and skin);
- electrical household appliances used for heat treatment products and food preparation (household microwave ovens, electric ovens, toasters, electric boilers, electric kettles, electric heaters and other goods);
- civilian weapons, main parts of civilian and service firearms.
Getting out of repair
If your repair was completed in a timely manner, when returning the product from repair, be sure to check the following points:
- check on the spot appearance goods, completeness. If scratches or dents appear on the case that were not specified upon delivery, or if any of the components are lost, immediately notify the receiver about this. It is also advisable to immediately submit a written application for the elimination of such damage or the issuance of replacement components instead of lost ones;
- ask for the original purchase receipts and warranty card to be returned to you;
- ask for a work acceptance certificate, which should indicate the actual period of time the product was under repair, identified deficiencies and a list of repair work performed (including replaced spare parts).
Be sure to keep all warranty repair certificates or keep copies of them if the originals are required by the store or service center. By law, the warranty period is extended while the product is being repaired (i.e. from the moment it is delivered until it is returned to you). In case of controversial situations, it is with these acts that you will be able to prove the period for which the warranty period of your equipment has been extended. In addition, for technically complex products, in order to demand a refund for the purchase, sometimes you need to prove that this particular problem has already been fixed once under warranty, or that several repairs within 1 year have taken more than 30 days. Warranty repair certificates will also help you with this.
Or maybe you can do without repairs?
In some cases, the buyer can indeed refuse warranty repairs and immediately demand a refund. If your product does not belong to, then if any manufacturing defect occurs, you can ask for your money back or demand an exchange for a new product. Some stores mislead customers and report that they can only offer the customer repairs. In this case, we recommend that the buyer write a claim to the store for a refund or exchange of goods, because the right to choose the demand that is presented to the store belongs to the consumer. The store has no right to impose warranty repairs instead of other options.
Any equipment fails sooner or later. You are considered lucky if the breakdown occurs while the warranty period has not yet expired. But in practice, service centers are in no hurry to repair equipment even under warranty. Why does this happen and what to do in such a situation?
In the 1990s. Foreign equipment began to appear on our market. In those days, there were not so many workshops ready to take on the repair of the same Sony. And if the equipment failed, it was, as a rule, either thrown away or left “until better times.” Now the situation has changed radically: almost every large store selling equipment has its own service workshop. Manufacturers are also trying to expand the network of their authorized service centers. Therefore, there should be no problems with warranty repairs. However, very often consumers complain that service centers refuse to recognize the case as covered by warranty and offer to fix the problem for money. Let's figure out why this happens and what to do if the service center refuses warranty repairs.
Why is this happening
Let's say the camera you recently purchased is broken. The warranty period has not yet expired. According to the Consumer Protection Law, you can demand free removal of defects, exchange the product for the same one, but only a working one, or a refund. As a rule, if you contact the seller with a demand to exchange the product or return the money, he will send you to the service center to repair the broken item, although he does not have the right to force repairs (we’ll talk about this below). Actually, the seller’s desire is easy to understand: if he exchanges the goods or returns your money, then he himself will have to deal with the manufacturer and seek a refund for the defective item. Thus, stores are trying to get rid of conflicts with the supplier at your expense.
Manufacturers and suppliers of equipment usually do not have their own service centers: opening them is expensive and unprofitable, so suppliers enter into contracts with existing service centers. This process is called authorization. Accordingly, the phrase “authorized service center” means that the manufacturer has entered into an agreement with this service center, thereby officially confirming that this center may repair products from this manufacturer and bears full responsibility for this.
According to the contract, a device under warranty must be repaired by an authorized service center (including purchasing all necessary details) at your own expense. And the manufacturer, for example, once a month compensates the service center for all costs and pays for repair services. But this does not always happen: as soon as the manufacturer suspects that the case was not covered by warranty, the workshop will not receive a penny for the repair. On average, the manufacturer does not pay for up to 5% of all work, and for some items – up to 10 %.
This is the first reason why service centers do not want to undertake warranty repairs of equipment: there is a possibility that they will not be paid for this work and they will remain at a loss.
The second reason is that repairing under warranty is not profitable for the service center. After all, according to the contract, he must provide the supplier with a substantial discount when paying for warranty repairs. For some groups of goods, this discount can reach 75% of the cost of repairs. Agree, it is not very profitable to receive only 25%. And taking into account the fact that the average profitability of a service workshop is about 3%, performing repairs only under warranty will inevitably entail losses.
For these reasons, the workshops are trying their best to prove to you that your case is not under warranty and repairs are possible only at your expense. Then the service center will receive “real” money for work and spare parts, and will not wait for the manufacturer to pay for the repairs (whether they will pay at all and how much is another question).
As a rule, prices for non-warranty repairs can be compared with the cost of the product itself: workshops compensate for their costs associated with warranty repairs (discounts to the manufacturer, refusal to pay for repairs, etc.), increasing prices two to three times. In addition, spare parts supplied by the manufacturer are very expensive. Eventually new refrigerator will cost twice as much as all the parts from which it is made, taken separately. It is clear what the manufacturer’s goal is: there is no need to repair the old - you need to buy a new one.
What to do
It's better not to get involved with warranty repairs. For the reasons described above, it is not profitable for the service center to perform such work, so by hook or by crook it will try to prove that your case is not covered by warranty.
So, if the TV broke during the warranty period through no fault of yours, then according to Art. 18 of the PZPP you have the right to demand from the seller:
■ replacing the product with a product of the same brand;
■ replacing a product with a product of a different brand with an additional payment;
■ reducing the price of a product;
■ free product repair;
■ refund.
If the seller refuses to return your money or exchange the product for another and sends you to a service workshop (and you don’t want to repair it, you need money), then know: he is doing it illegally.
You need to set out your requirements in a written complaint, referring to Art. 18 ZPPP (read more about this in the chapter “How to return defective goods to the store”). Be sure to sign the second copy from the seller. If he does not accept the claim, send it by registered mail with a list of attachments and acknowledgment of delivery. Within 10 days, the seller is obliged to independently conduct an examination and find out what happened to the goods. After this period, he must either return the money to you or justify his refusal. Remember that for each day of delay you have the right to a penalty in the amount of 1% of the cost of the goods (Articles 22 and 23 of the Labor Code).
If the seller does not respond to your claim, contact the local branch of Rospotrebnadzor or directly to the court. The store will be punished for non-compliance with the Consumer Protection Law and will be required to fulfill your requirements. However, the case rarely goes to court: the store returns the money.
Many fear that before the examination, the seller may intentionally damage the goods, thereby turning the case into a non-warranty case. Then the store will get rid of the need to return money or exchange the product for another, since the damage was allegedly caused by the buyer.
To prevent this from happening, I recommend that even before going to the store with a claim, you independently contact an independent workshop, which is a disinterested party, so that it can carry out an examination of the product. A free examination can be carried out by an authorized service center. When handing over the device, you must write on the receipt that you refuse repairs and want an inspection to be carried out and the cause of the malfunction determined. The authorized service center has no right to refuse such a request. I note that the inspection period is not established by law and is determined by agreement between you and the workshop.
In addition, according to paragraph 5 of Art. 18 of the PPL, the consumer has the right to be present during the examination of the goods and, in case of disagreement with its results, to challenge the conclusion of such examination in court. Therefore, you can request your presence during the examination by the seller or its service center.
But what if you decide to take the device to a workshop for warranty repair?
Before handing over the device, be sure to make sure that all abrasions and scratches are recorded on the receipt, so that later it does not “suddenly” turn out that there was a crack in the case and the case was not covered by warranty.
Demand that all visible damage be included on the receipt, rather than simply stating “used.”
If the receipt does not indicate the deadlines for completing the work, then in accordance with paragraph 1 of Art. 20, ZPP repair must be carried out immediately. You can write an additional statement indicating the period during which repairs must be made (for example, 10 days).
If the repair is not completed within the specified period, then you have the right to refuse it, pick up the device from the workshop and demand that the seller return your money, or not pick up the device, but demand that the service center pay you a penalty in the amount of 1% of the cost of the product for every day of delay (Article 23 of the Labor Code). At the same time, according to paragraph 1 of Art. 20 of the Labor Code, the absence of spare parts is not a basis for extending the repair period and does not relieve the service center from liability for violating this period.
In addition, the general warranty period is extended by the period during which the product was under repair (Clause 3, Article 20 of the Law of the Russian Federation).
According to paragraph 2 of Art. 20 of the Labor Code for the period of repair, you can demand that the workshop or seller provide you with a similar product for use free of charge. To do this, you need to fill out an application, which must be signed by an employee of the workshop or store. Your request must be satisfied within three days. However, the provision of this paragraph of the law does not apply to the following goods:
■ cars, motorcycles and other types of motor vehicles, trailers and numbered units for them, except for goods intended for use by disabled people, pleasure craft and watercraft;
■ furniture;
■ electrical household appliances used as toiletries and for medical purposes (electric shavers, electric hair dryers, electric curling irons, medical electric reflectors, electric heating pads, electric bandages, electric blankets, electric blankets);
■ electrical household appliances used for heat treatment of products and cooking (household microwave ovens, electric ovens, toasters, electric boilers, electric kettles, electric heaters, etc.);
■ civilian weapons, main parts of civilian and service firearms.