Check if product warranty is valid

Last year, Rashmi bought a new window AC. Two services were free in one year. After the warranty period, the company gave an Annual Maintenance Contract offer.

Rashmi paid 1500 rupees for an AMC. When the summer began, Rashmi called for service. However, when the service personnel arrived, it turned out that this AMC was not of any use for Rashmi. Why? Because the company didn’t provide the AMC themselves; instead, it was outsourced to a third party. Not only that, the AMC staff informed Rashmi that only manual service was free, and if she wanted machine-based service, she would have to pay an additional 700 rupees. Rashmi was both surprised and angry, wondering what was the benefit of such an AMC.

Such instances are prevalent all over and almost everyone is affected by it. The warranty-guarantee situation is so confusing that it’s hard to understand what’s covered and what’s not. The most significant thing was that Rashmi didn’t even know that the AMC she had purchased was with a third party.

So, after purchasing a company’s product, what kind of service do you receive? What is included, and what is not? What are your rights in this regard? What things are provided for free, and what are not? How can you check all of this? Understanding all of this is essential for Rashmi and for you as well. Let’s understand everything with AC as the standard product.

The company provides free service only during the warranty period. After the warranty period expires, you need to get an AMC (Annual Maintenance Contract). If you purchase an AC from an electronic appliance store or an e-commerce website, they won’t take any responsibility for this. The responsibility for AC service will fall on the AC company. For example, if there is any issue with the AC, you will need to contact the company directly.

Most AC units come with a one-year product warranty and a five-year compressor warranty. Let’s understand what is covered in the one-year product warranty.

In the product warranty, only manufacturing defects are covered. This means if any part suddenly stops working, it will be replaced. Now, what is not covered? This is a more significant question. So, parts like the air filter or front grill are not covered. External accessories and damaged parts are also not covered. In addition, damage caused by lightning, abnormal voltage, natural disasters, and similar events is not covered.

Now, let’s talk about AMC (Annual Maintenance Contract). You can opt for an AMC yourself after receiving the product’s warranty. Keep in mind that you should get the AMC from the manufacturing company itself. If a third party handles the AMC, you may encounter the same issues as Rashmi did. Getting an AMC directly from the manufacturing company ensures the safety and quality of the parts used in your AC. You won’t face any tampering with your AC’s parts, and you’ll also receive professional service. AMC typically starts at around 600-700 rupees for one year.

Finally, let’s discuss the most crucial question. According to the consumer support portal INGRAM, if a product is under warranty and develops a defect, the company must fulfil the warranty terms. If you are not satisfied with the service provided by the company, you can file a complaint with the Consumer Commission. Additionally, you can also file a complaint in the Consumer Court. Another option is to call the Consumer Helpline at 1800114000 or 1915 to register your complaint.