Where to take the phone under warranty. What is the warranty repair of the phone based on? Warranty service

The warranty on the phone is valid for a strictly limited time, its duration is determined by the legislative norms of the Russian Federation.

imagine life without mobile phone modern man difficult. This gadget allows you to be always in touch, take photos and videos in any mode, freely access the Internet, manage accounts online and has many more useful features.

Mobile phones have a mandatory warranty period that allows the consumer to return them to the store or make free service or repair of breakdowns that are of a factory origin.

The purchase of a mobile phone should be approached with the utmost responsibility. The user must be aware of several important aspects directly related to this type of gadgets. The main rule is that cell phones are included in the List of technically complex goods that cannot be returned within 14 days. The consumer cannot return a serviceable device to the store based on the fact that it does not fit in size, color or characteristics. For this reason, all the nuances should be considered before purchase. There are still loopholes in this restriction, the buyer will be able to return the purchased high-quality mobile phone, provided that he proves the incorrectness of the information received from the seller about the properties of the phone or the silence about the essential points that run counter to the original task of the person. It is difficult and time-consuming to prove this fact, so it is better to protect yourself from such moments.

When you purchase a mobile phone, the manufacturer's warranty begins to operate. It is counted from the date of purchase, which is confirmed by a receipt or issued warranty card. In most cases, manufacturers give a year of warranty service, less often two. During this time, the owner of the gadget can make claims based on the identified defects and demand the replacement of the device or its free repair.

Buying a defective product

The warranty period allows the buyer to apply to the seller or manufacturer with claims for low-quality goods. You should focus not only on the terms that are indicated in the documentation for the product, but also on the norms of the law. The Law "On Protection of Consumer Rights" No. 2300-1 establishes a warranty period for goods for two years. If the manufacturer has provided a shorter period and after its expiration the owner has revealed a manufacturing defect, the buyer also has the right to claim satisfaction of his requirements.

In accordance with article 18 of the LOA, a buyer who has bought a defective product may:

Hand over the gadget and get the money paid for it back.
Request a partial refund.
Exchange for an identical product.
Replace it with a mobile phone of another model and / or manufacturer.
Pretend to warranty repair phones.

Each item of claims has its limitations and requires observance of mandatory conditions.

Product exchange

The exchange of the phone when defects of factory origin are found in it is the most commonly practiced solution to the problem. Most manufacturers cell phones not only do not prevent such a replacement, but also promote it. The exchange is convenient for the seller, as it allows him to save the proceeds. The manufacturer, having received a defective product back, can correct the defects found in it and sell it for a new one. It should also theoretically be convenient for the buyer, because it allows you to get a new gadget at your disposal almost instantly.

By law, a defective product can be exchanged for:

Identical in model, color, parameters.
Other from this class of goods.

The monetary difference arising from the exchange is compensated by the consumer if the original cost is exceeded, by the seller if it decreases.

Refund

Returning money for a technically complex product, which is a mobile phone, is far from realistic in all cases.

You can exchange a defective mobile phone for money if the marriage is discovered in the first 14 days. Subsequently, you can initiate the delivery of the gadget with the receipt of the entire amount back only if the following conditions are met:

Significant product defects have been identified.
The seller was unable to repair the damage within the legal deadlines.
Repair periods in the aggregate for one warranty year exceed 30 calendar days, which violates the rights of the buyer.

Any of the above conditions allows you to terminate the sales contract unilaterally and demand a refund even if the goods were purchased on credit.

The seller, of course, is not interested in returning money for the goods to the buyer, therefore it is on his shoulders that most of the procedure for protecting his own rights and guarantees falls.

Return or exchange procedure

Any mobile phone can break. Even Apple sins with an ever-increasing number of defective products. This fact should not frighten the consumer, knowing their rights, it is easy to demand compensation for damage. By law, you can give a broken phone either to the store where it was bought, or directly to the manufacturer. In most cases, resorting to the second kind of returns is quite difficult, so you should act according to the following scheme:

Come to the store and tell the seller about the problems.
The administration of the shopping facility often meets customers halfway and helps to carry out the procedure for returning the device. If this does not happen, then the claim is made by the owner of the equipment independently according to samples that are easy to find on the Internet and, in particular, on this site.
Hand over the application to the store manager and receive from him written evidence of acceptance of the claim. It is also practiced to send an application by mail, and a receipt for registered letter prove that the conversion actually took place.

The seller is obliged not only to consider, but also to respond to the application. The exchange of goods is made in a short time, and in the absence of the required model no later than 30 days from the date of filing the claim. Refunds must be made within 10 calendar days.

Phone breakdown

A broken cell phone does not always allow the owner to count on its return or exchange. Moreover, even the store may refuse to repair it. The main advantage that the seller tries to use when presenting claims from the buyer is the wording of the Law. Article 18 states that technically sophisticated goods are subject to return or exchange only if a significant defect is found. This term means the fact when the identified defect cannot be eliminated or certain properties of the gadget will be lost during its repair. That is why often when a mobile phone fails, it is worth counting only on repairs.

Damage caused by improper use is repaired at the expense of the consumer. Therefore, cracks, chips, dents on the body or glass of the gadget are clear signs that the non-working condition was acquired due to poor handling, and not through the fault of the manufacturer. Such defects will not be covered by the warranty.

Terms of warranty repair

Warranty repair of mobile phones is carried out strictly within the period specified in the documents in specialized service centers. On the territory of the Russian Federation, almost identical conditions apply for all gadgets sold. Having bought a phone of a certain brand, you should familiarize yourself with the addresses of the services that provide warranty service. You can come with questions about repairs to any of them, regardless of where the gadget was purchased.

The buyer for maintenance must have a receipt of purchase and a warranty card for the equipment. By law, when you hand over a mobile phone for repair, the seller is obliged to give him a different device in return for all necessary functions during the absence of the gadget.

Warranty repairs do not cover accessories for the phone, such as a headset, a case, as well as batteries.

Return of goods after repair

It is not worth repairing phones that are under warranty on your own, in places not intended for this. Such treatment may void the warranty period.

If the gadget was repaired by the seller, then upon receipt it should be:

Make sure the defect is fixed.
Obtain a report on the repair performed, with the dates of service indicated in it and the cause of the breakdown.

It happens that the primary elimination of deficiencies does not solve the problem, or as a result of the repair, other defects and malfunctions begin to emerge. In this case, the consumer can return the device for re-repair, and if the period of previous repairs exceeded 30 days in one year, then for a refund or replacement of the phone with a new product.

Actions are considered justified only if there is documentary evidence of the repair performed and the timing of its duration.

Actions in case of failure to repair

Warranty denial may or may not have valid reasons. The seller has the right to refuse the consumer if:

There is no evidence that the product was purchased from this store.
There are clear signs on the device that the owner dropped it or drowned it.
There are traces of self-correction of problems, while it does not matter by whom they were produced.
The product was used not according to the instructions and contrary to its properties.

In other cases, the store must accept a mobile phone. However, an unjustified refusal is not a reason to forget about your rights. The consumer has the right to file a complaint with Rospotrebnadzor or even the court. The owner of a defective phone is also recommended to initiate an independent examination, which will give an official conclusion about the cause of the breakdown. Subsequently, these expenses can be reimbursed by the seller.

Issues related to goods and services have always interested the population. Russia even has a special law that protects the rights of consumers. It's called "Consumer Protection".

Today we will learn how to return money for a phone under warranty. Is it even possible to do this? Under what circumstances cash will be returned, and under what - no? All these questions will be answered below. Among other things, we will be able to get acquainted with the rules for writing claims on phones that have not yet expired warranty period. What are the features of the process to pay attention to? What about the procedures being studied will each potential buyer have to remember?

The guarantee is...

The first step is to understand what a warranty period is. Every person who has ever bought equipment should be familiar with this term. Especially technically complex designs.

This is the time during which the manufacturer of a product makes free repairs, diagnostics or replacement of components of its device. A similar document is applied to all gadgets and machines. Phones are no exception. They also receive a corresponding ticket.

So what is the phone warranty? Within a set time period (usually 12 months), the buyer will be able to:

to carry out free diagnostics of the device in the service center;
replace a broken or failed phone with a similar one;
repair the device for free in the service center.

This paper is included as standard with all devices. The buyer should check the availability of the corresponding one. If it is not available, it is not recommended to purchase the phone. After all, then the citizen will not have any rights to a free repair or replacement. This is the opinion of the majority of people. Is it really?

Is there any chance of a replacement?

To understand this feature, you will have to answer whether it is possible to change the phone under warranty. How legitimate is this idea?

In Russia, it is not forbidden to change and repair devices under warranty for free. This means that theoretically it is possible to replace an unsuitable smartphone. In practice, however, this is not so easy to do. Especially if you do not take into account some factors. Next, we will consider various options for the development of events regarding this issue. What tricks do cell phone stores use to avoid exchanging sold devices? and get money for a low-quality product? If you prepare in advance for such situations (it is recommended to do this under any circumstances), you can realize the idea without much difficulty. The main thing is to know your rights and not be fooled by the deceptions and tricks of sellers.

What might come in handy

How to get a refund for a phone under warranty? The first rule to remember is to save all documents and papers. Each customer purchases a certain set with a device in the store. And it will have to be saved. Otherwise, there may be problems with the return or exchange.

As a rule, in the box with a mobile phone you can find:

the device itself;
Charger;
battery;
instruction manual;
cable for connecting to a PC (USB);
warranty card for a phone bought by a person.

The presence of the last document should be of concern to every buyer. As already mentioned, in the absence of a guarantee, it is better to refrain from buying. All these components (some smartphones also have accessories such as a protective film or headset) must be kept. Preferably with box.

In addition, when paying, the buyer will be given a check. It is a mandatory attribute if you need to return or exchange a smartphone. It's kind of proof of a deal. No check? Then you can completely forget about the implementation of the task. Without it, it will not be possible to prove the fact of purchasing a phone in a particular store.

Proper quality

The quality of the product plays a huge role in the issue under study. How to get a refund for a phone under warranty? Before taking decisive action, the buyer should consider the cause of the claim.

The thing is that today the goods good quality can I return. But only under certain circumstances and with time limits. What is this about?

Any smartphone of good quality is offered to be returned to the store under the following circumstances:

the device did not fit in color, shape or size;
the product has not been used, it has completely retained its presentation, has all the factory seals and plugs.

And what are the restrictions? The buyer can return the mobile device to the store within 14 days from the date of the transaction. This rule governed by the Consumer Protection Act. This means that if there are no defects on the smartphone, you can still return it and get your money back.

Technically complex goods of good quality

How to get a refund for a phone under warranty? In fact, everything is not as simple as it might seem. The thing is that smartphones are included in the market. Therefore, buyers and sellers often have disagreements.

According to the established rules, it is impossible to return technically complex goods of good quality if they are under warranty. Accordingly, you can forget about the implementation of the task. It will be possible to return or exchange such a device only as part of some promotion held by the store. Or at the discretion of the seller.

But technically complex goods inadequate quality can be exchanged or returned. Only with certain features and nuances.

Poor quality of complex equipment

What should I do if I need to return a phone of inadequate quality? By law, technically complex goods in this case are exchanged within 15 days from the date of their purchase. Further, such right of the buyer is lost.

But everywhere there are exceptions. You can exchange or demand money for technically complex goods of inadequate quality after the specified period in the following cases:

the smartphone has a significant breakdown (marriage);
the deadlines for eliminating defects were violated (45 days are allotted for the operation);
if during the entire warranty year the device could not be used for more than 30 days in total due to constant repair and elimination of device defects.

There are no other rules regarding this matter. In case of minor breakdowns or defects, if more than 15 days have passed since the purchase of the smartphone, you will have to put up with them.

About the inadequate quality of the goods

Now a little about more common situations. What should I do if my phone is under warranty? Will it be possible to return it?

As already mentioned, in Russia, buyers can demand their money for any product of inadequate quality. Moreover, this can be done during the entire warranty period. The previously proposed time limits are only relevant for 100% serviceable devices.

Returning a phone that breaks or fails during the warranty period is the legal right of every buyer. If the seller refuses the operation, you can complain about him. What should I do to get my money back?

Application procedure

Everything is extremely simple. Especially if a citizen has kept checks and documents from a smartphone. Without them, as already mentioned, it will be almost impossible to bring the idea to life.

Regardless of when exactly the breakdown occurred (during the entire warranty year, of course), you will have to follow some guidelines. They look something like this:

Collect the previously listed documents. They must be accompanied by an identity card of a citizen (passport).
Write a claim. How this is done will be discussed later.
Contact the store where the purchase took place, with a corresponding complaint.
Wait for funds or exchange the device for a similar device, but in working condition.

In reality, everything is not so simple. It is not uncommon for sellers to refuse refunds to buyers. For example, because of doubts about the causes of the appearance of certain defects. What to do in this case?

Conflicts with sellers

Do not despair. Even with disagreements, you can easily get your money back for a smartphone of inadequate quality. This is normal. The main thing is to behave correctly.

If the seller doubts the reasons for the appearance of certain defects, he must, at his own expense, conduct an examination, during which the quality of the goods will be confirmed (or not). In case of detection of manufacturing defects, the money is returned to the buyer in full. If the examination establishes that the defect is caused by a violation of the operating instructions, the operation can be forgotten. In addition, the citizen will have to reimburse all the expenses of the store for diagnostics.

Sometimes it happens that the phone is not installed or has expired. In this case, you can also return the money. But for this you will have to conduct an examination at your own expense. It is allowed to carry out the procedure within 2 years from the date of purchase of the gadget.

There are exceptional cases. For example, if more than 24 months have passed since the purchase of the smartphone. Then you can return the faulty gadget within 10 years after the start of its use or during the service life established by the manufacturer. Cell phone stores are not involved in this operation - the claim must be sent directly to the manufacturer. The lack of a smartphone with all this should be significant and irreparable. If the breakdown is fixable, it is allowed to demand money only if the manufacturer has not removed it free of charge in 20 days. The buyer must, at his own expense, prove the cause of the defect.

About refund amounts

Now a little about how much money is allowed to be returned if the phone breaks under warranty. This issue is often controversial.

First, the buyer is obliged to reimburse the full cost of the purchased device. Secondly, every citizen has the right to reimbursement of all expenses associated with the examination and repair of a faulty smartphone. Thirdly, if the price of the phone has increased, you can demand payment of the difference in cost.

It follows that sometimes the buyer is able to receive more money than he once spent. Such situations in practice are very rare, you should not rely on them.

What to do when buying a smartphone on credit? The return of the phone in this case takes place according to the previously proposed principles. The money is returned in the amount of the cost of the device. In addition, the buyer is obliged to reimburse the interest on the loan that was paid.

Terms of consideration and return

In Russia today, all claims for reimbursement of funds for mobile phones are considered within 10 days. If the store did not respond to the document in any way, you can file a lawsuit.

It is important to take into account that no more than 45 days are given for the examination or repair of the device. Therefore, if a citizen was promised to repair the gadget and fix the breakdown, you will have to wait.

What can't be returned

From now on, it should be clear how to return money for a phone under warranty. Which devices will not be eligible for reimbursement?

As already mentioned, all smartphones of inadequate quality must be replaced or returned to the store without fail. The warranty on the new phone will also be updated. Money for such products must be returned at the request of the consumer.

Non-refundable smartphones include:

devices of good quality, if more than 2 weeks have passed since their purchase;
technically complex devices of inadequate quality, if the claim arose more than 15 days after the transaction.

No more restrictions. What else should every buyer remember if he wants to make a claim for a smartphone under warranty? What does this document look like? What should it contain?

Rules for writing a claim

Warranty claims over the phone can only be made in writing by the buyer personally. It is important to remember that the document can be:

written by hand;
printed out with a printer and PC.

There is no fundamental difference in the writing of the document. The main thing is that it should be a real paper that can be read.

The rest of the rules for writing a document are general principles reference business correspondence. Among the key points, a special structure of the claim can be distinguished.

It looks something like this:

The header of the document. It is located in the upper right corner of the sheet. Here you need to write data about the store to which the document is sent. In addition, the "header" contains information about the applicant - personal and contact.
Name. It is written in the center of the page on a new line. It is necessary to write "Claim". Under this word, it is recommended to write a clarification. In our case, the name looks like "Claim for a refund for a phone under warranty."
Main part. It consists of a description of everything that happens. It can be said that this is the essence of the claim. Here it is necessary to tell as accurately as possible, but briefly and to the point, about the reasons for the complaint and about your requirements. After that, you need to list in a numbered list all the documents attached to the claim.
Conclusion. This part of the paper usually consists of the date of circulation and the signature of the applicant.

That's all. There are no other special rules for writing a claim. It is recommended to record the fact of contacting the store with this document. This is necessary so that in case of inaction of the organization, the citizen has the right to apply to the court for protection.

Sample

The guarantee for the phone according to the law, as you can see, is set by the manufacturer. Usually it is 12 months. Sometimes you can find gadgets with a guarantee of 6 months or several years.

What will a claim for a refund look like for a mobile device that is under warranty? For example, like this:

"I, (data about the applicant, including passport information), ask to return to me the money in the amount of (amount) for the mobile phone I bought (model). (Date of the transaction) I bought in the store (information about point of sale) this device. It is under warranty until (warranty card expiration date). (Date of the incident) I took the mobile phone and tried to turn it on. The device booted up and shut down on its own after a few minutes. Restarting didn't work. The battery charge is shown as 100%. (Date) I conducted an independent examination. She revealed a manufacturing defect in mobile phone circuit boards. I paid for the operation (amount). I ask you to reimburse me the money in the amount paid for the smartphone (model), as well as the costs of diagnosing this equipment.

This claim is not exhaustive. This sample is just a small template for the body of the document. It helps to understand the essence of the drafting paper.

About batteries and components

The last question that can only arise is the refund of money for a phone with a defective battery or other components. Is it possible to carry out such an operation? Yes. Just remember a few simple rules. The principle of filing a claim will not change.

The warranty for phone batteries will be exactly the same as for the device itself, unless the manufacturer specifies otherwise. It is enough to carefully study the warranty card. If it does not mention that the battery or some components of the smartphone are not under warranty, you can safely contact the store with claims within the entire period indicated on the coupon. The main thing is to have documents for the phone and a check indicating payment for the goods.

Results

Perhaps this is all that every consumer should know. From now on, the topic "Phone under warranty - my rights" will no longer cause any difficulties. If the smartphone has all the documents, you can easily make a claim and return the money for the purchase of inadequate quality. Of course, the device itself will need to be given to the store.

In fact, everything is much simpler than it seems. Sellers often try to violate the rights of buyers. It is important to understand that you can exchange or return money for a product at any time if it is proven to be of inadequate quality, a serious defect. But a serviceable device is allowed to be returned only if the presentation is preserved and within 14 days from the date of purchase. Even technically sophisticated devices must be accepted for exchange or return.

So, if a citizen's phone suddenly breaks down, he can demand its exchange or refund during the entire warranty period. The main problem in this issue is device diagnostics. We have to prove to the stores that the smartphone was originally purchased with a defect. In practice, not every buyer succeeds in defending his rights.

The breakdown of a new phone is an unpleasant case, but with this technique it is not uncommon. The real question is what to do in such a situation. Especially when the equipment suits, it is convenient to use, and there is neither desire nor money to buy a new one. In this case, you should pay attention to the warranty, and not only the distributor, but also the manufacturer. And if the warranty period is still relevant, you can safely contact for service.

How to return the phone for repair under warranty?

There are some nuances in correctly handing over the purchased goods within the warranty period. The owner of the broken equipment can count on its immediate restoration under warranty service. Is free. However, in practice, many face obstacles.

Initially, you should pay attention to where you should go to hand over the equipment. Legislative norms provide that the consumer has the right to apply as service center as well as the store itself. The latter may try to redirect the client to the service, but this is not entirely legal. That is, it is not prohibited, but it does not allow legal basis avoid liability for defective goods.

To hand over the phone for repair under warranty, you will need the following papers:

receipt for the purchase of goods - when, where, for how much was purchased;
valid warranty card.

When accepting for repair work, an act is drawn up, which indicates all the data of the owner, equipment, details of the receipt and the corresponding coupon. External data are also indicated, as well as those damages that must be repaired. This also includes an inventory of everything that is rented with the goods. At the same time, it is necessary to indicate that the period of repair work should be minimal.

You should be aware that in the absence of the original packaging, they cannot refuse to repair the phone under warranty. It is also recommended that the customer keep the original receipt and warranty card. Or at least have copies of them on hand - in the event of a trial, they will become a serious argument.

How to get a refund for a phone under warranty after repair

Many are faced with a situation where, after repair work, a malfunction is soon detected again. At the same time, 15 days during which it was possible to hand over the goods have already passed. In this case, a refund for a phone under warranty after repair can be made for the following reasons:

discovery of a serious marriage;
was violated maximum term repair work - 45 days;
due to frequent breakdowns in each warranty year, the device was under repair for more than a month.

In these cases, the money for the purchase can be returned or exchanged for high-quality analogue. At the same time, it should be remembered that warranty service is extended for the period during which the malfunctions were eliminated.

Replacement phone during warranty repair

When returning a phone for repair under warranty, the consumer must take into account that, under the Law, he has the right to a replacement product. That is, when drawing up an act for repair work, one should indicate the desire to get a similar apparatus for use at his time.

The store or service has no right to refuse this and the replacement of the phone for the period of repair under warranty must be carried out within the next three days. Otherwise, a penalty of 1% of the cost will be charged for each day.

How long does it take to repair a phone under warranty?

Consumers often have a question about how long a phone can be repaired under warranty. The Consumer Protection Act specifies that such a period cannot exceed 45 days. Many services and stores, when drawing up an act on the acceptance of goods for warranty service, indicate this particular period.

You should know that the consumer has the right to correct it and indicate the desired one, up to immediate. If the case goes to court, then the specified period of 45 days will be more difficult to challenge. Moreover, during the judicial resolution of this conflict, an examination is drawn up, which reveals in practice how much time is needed to carry out repair work.

That is, for obvious reasons, it is not always possible to eliminate a malfunction in one day. However, if the examination reveals that the service took longer than it should have, a penalty of 1% of the cost will be charged for each day. In order to protect your rights, you only need to have the necessary documentation.