Warranty Philippines

Consumer Rights Regarding Warranty Claims in the Philippines

Question: I bought a product that came with a warranty, but after just a month, it's already broken. I asked for a replacement since I have nothing to use. The repair would take about 4 weeks, and they wouldn't provide me with a service unit. How are consumers like me protected in such cases?

Answer: The protection of consumers, especially regarding warranty claims, is enshrined in Philippine law. Here are the key provisions that address your situation:

1. Consumer Act of the Philippines (Republic Act No. 7394):

   • This law provides for the protection of consumers against deceptive, unfair, and unconscionable sales acts and practices.
   • It mandates that consumer products sold in the Philippines must meet reasonable quality and performance standards.

2. Warranties:

   • The Consumer Act differentiates between two types of warranties: express and implied. An express warranty is a written assurance that the product will perform as specified. On the other hand, an implied warranty, even if not written, assures that the product will be fit for the purpose for which it was sold.
   • For products under warranty, the seller, distributor, or manufacturer is obligated to repair, replace, or refund defective items, depending on the terms of the warranty.

3. Remedies for Consumers:

   • In case of any defect, malfunction, or failure of a product to conform to a written warranty, the consumer can opt for the repair of the product. If the product or part is not repaired to the consumer's satisfaction within a reasonable time, the consumer can choose a replacement or a proportionate price reduction or refund.
   • If the repair of the product is expected to take an extended period, the manufacturer or distributor should provide a service unit, especially if the use of the product is essential, and the consumer's work or activity relies on it.

4. Department of Trade and Industry (DTI):

   • The DTI has the mandate to protect consumers against deceptive, unfair, and unconscionable business practices. Consumers who feel that their rights are violated can lodge a complaint with the DTI, which can mediate between the consumer and the business or even impose sanctions on erring businesses.

Recommendation: If the company refuses to honor the warranty or provide satisfactory customer service, you can file a complaint with the DTI. Ensure that you have all pertinent documents, such as the purchase receipt and warranty certificate. It may also be helpful to consult with a lawyer who specializes in consumer protection laws to understand your rights better and get advice on the best course of action.

Conclusion: Philippine law offers robust protection to consumers, especially concerning warranties. Should a product fail within the warranty period, businesses are obligated to address the concern promptly, either through repair, replacement, or refund, depending on the circumstances.