How to return a phone for repair under warranty

2024 Author: Malcolm Clapton | [email protected]. Last modified: 2023-12-17 03:44

We figure out who should repair the faulty device, how long it will take, whether they will provide you with a replacement phone and what to do if the quality of the repair is not satisfactory.

In what cases can you hand over your phone for warranty repair?

According to the law "On Protection of Consumer Rights", you are obliged to accept goods in which there are defects, and eliminate them free of charge.

Both the seller and the manufacturer are responsible for the quality of the goods. Therefore, if the phone is under warranty, you can contact both the store where the product was sold and the organization that represents the manufacturer.

Defects, due to which the phone can be returned for repair, may be different: a crack on the screen, no sound, a non-working touch display, and so on.

The phone will be repaired under warranty if they cannot prove that the defect appeared due to your fault or due to improper transportation or storage. Why the defect appeared, they will find out when checking the goods. This process also includes an examination.

When does the warranty start

The warranty period starts from the date of purchase. If it is difficult to establish this time, then the guarantee is valid from the moment of manufacture of the goods.

When delivered by mail or courier, it starts from the moment the goods are received. If after delivery you cannot use the product - there are not enough spare parts, special installation or adjustment is required, the device does not work - the warranty period starts from the moment the seller fixes it all.

How long is the guarantee

Most often, the warranty period is prescribed in the sales contract. Usually for mobile phones it is six months or a year. When there is no clause about this in the contract, it is considered that the warranty is valid for two years.

It also applies to individual spare parts for the phone. The term of its validity is prescribed in the contract. But if it is less than the guarantee for the main product, it is considered that the spare part can be returned for repair at the same time as the main product.

When the phone will not be repaired under warranty

The seller or manufacturer must check the phone at their own expense. They will refuse to repair it under warranty if it turns out that you:

• misused the gadget (for example, hammering nails with it);
• treated him carelessly (dropped and broke glass);
• stored incorrectly (in a bathroom with high humidity);
• if the phone breaks down due to force majeure (during a fire or flood);
• they themselves tried to repair it or changed something (made a "flashing").

If during the check it is established that the phone has broken down after all through your fault, you will have to pay for the services of experts and contact the service center for a paid repair.

Where to return the phone for repair under warranty

You can apply for a free repair at the store where you bought the device. The seller will be obliged to accept and repair the phone under warranty.

You can also contact an organization that specializes in the repair of equipment.

Authorized service center - the one that cooperates with the phone manufacturer. Here you can get free warranty repairs at the expense of the manufacturer. Original spare parts of this particular brand of phones are used.

Service center just specializes in repair and may not work with a specific manufacturer or use factory parts. It is worth clarifying whether the phone will be repaired under warranty in such a center.

How to return a phone for repair under warranty

What do you need

• A check, sales receipt or sales contract is a document that confirms the purchase.
• Warranty card.
• Passport.
• Claim to hand over the phone for repair.

What do we have to do

Draw up a claim for the elimination of deficiencies in duplicate. Come to a store or service center. Send one application to an employee of the organization, on the second copy he must put a seal, signature and the date when the document was accepted.

After that, transfer the gadget. A store or service center should conduct a check to find flaws. If this is done right there, they immediately draw up an act of handing over the phone for repair. This document will indicate:

• transmission time;
• phone model, serial number, etc.
• who transmitted;
• who accepted;
• description of damage;
• repair time.

Defects can be searched for several days. In this case, the store or service center assigns an examination. You have the right to be present when it is held. It is done at the expense of the company that will carry out the repair. Usually the examination period is 10 days.

You yourself can contact another organization for an examination, and then provide all the documents to the seller. At the same time, he must reimburse you for the costs.

How long should the phone be repaired?

Usually, the terms of the repair are prescribed in the contract. It cannot take more than 45 days. But if there is no specific deadline, then the phone should be repaired as soon as possible. Considering how long the procedure usually takes.

If the seller or the service center employees cannot do everything on time, a new agreement is concluded, which again determines the repair time. And excuses that the service does not have the necessary details are not considered.

When the service center or store misses the repair deadline, you can demand a forfeit. For each day of delay, you must be paid 1% of the value of the goods.

As soon as the phone is given to you, the warranty period is extended for the time the gadget was being repaired. To do this, you need to ask for a document that says when the device was accepted for repair and when it was returned to you.

If the phone has not been repaired in 45 days, and the person involved in the repair did not warn about the extension of the deadline and did not offer to conclude a new agreement, write a statement demanding a refund. If on the 46th day you are given a gadget, you can decide: take the phone or money (provided that you have not yet taken the money). Or choose another product for the same amount.

Should I provide a replacement at the time of repair

If a replacement is needed, then indicate this in the act according to which the phone is accepted for repair. A replacement will be provided within three days. The phone must have the same specifications as the device you sent in for repair.

If you hand over a touchscreen gadget, then you cannot be given a button gadget that only calls and sends SMS. And to replace a smartphone of the latest model, you do not have the right to give an old gadget with less functionality and worse characteristics.

The properties and characteristics of the gadget are spelled out in the technical documentation. It is worth pointing out to the one who will be engaged in the repair. If he refuses to comply with your requirements, you can write a complaint to Rospotrebnadzor and go to court.

If a replacement is not issued on time, you can demand a forfeit - 1% of the price of the goods for each day of delay.

What to do if you are not satisfied with the quality of warranty repair

When you receive your phone from repair, carefully inspect it for new damages, scratches, chips. Turn the gadget on and off, check if all functions work. Take a video or take a photo. After acceptance, ask for a document stating that the phone has been repaired.

If you find a defect or the gadget began to work worse than before, then indicate this in the acceptance certificate - both in your copy and in the copy of the organization that made the repair. Ask to fix these deficiencies free of charge. If you are denied, write a claim.

If there is no reaction to the claim, you can, after collecting the documents, go to court or write a complaint to Rospotrebnadzor.

The answer will be the one who was engaged in the repair, even if you handed over the phone to the store for repair, and he sent it to the service center or workshop.

What to do if your phone constantly needs repair

If you are tired of constantly handing over your phone for repair under warranty, you can return the gadget to the seller. But only under the following conditions:

• during the repair, they found a significant flaw - one that cannot be repaired or requires too much repair costs;
• the phone was being repaired for more than 30 days during the entire warranty period.

In these cases, the phone can be returned and a replacement can be requested: choose a new one of the same brand or another in this price range. Or return the money to buy the gadget elsewhere.