When a smartphone breaks, most of us resort to warranty. Indeed, any model newly purchased in the trade enjoys a statutory warranty of fitness for a period of two years. It is still necessary to know the procedure to follow in the event of a malfunction. Here’s everything you need to know about the different types of warranties.
When we buy a smartphone that costs minimum wage, we are very happy that under certain conditions we can count on the guarantee that we will replace or repair our device free of charge. Unfortunately for consumers, the world of warranties is somewhat mysterious and complex. We explain in detail what to expect: under what conditions you can benefit from it, what are the subtleties and good tips. Follow the leader.
Legal guarantees
1. Legal guarantee of conformity
As the name suggests, this is a legal requirement. When you buy an item in the store, it must be compatible. However, consumers are often poorly informed about the legal compliance guarantee. It must be said that sellers do not always put all the goodwill in the world to provide them with clear and precise information.
What you need to know is that since the new consumer law went into effect in March 2016, this statutory warranty for smartphones and their accessories is for a period of two years. Therefore, any defect that occurs within two years of purchasing a new product will be considered an existing defect from the date of purchase. In 2016, the Senate reviewed the idea of doubling the legal compliance guarantee of our smartphones. So far, the measure has still not been successful.
This warranty does not cover smartphones purchased second-hand and limited to 6 months. Therefore, it is no longer up to the consumer to provide proof that the device is defective six months from the date of purchase, but rather to the manufacturer to provide proof to the contrary. Therefore, if a malfunction occurs within two years of purchasing a new smartphone, the seller will have to offer you an offer. free repairwhatever the fault (camera, battery, charger, etc.).
If a seller refuses to repair a defective product, it will be completely illegal and you will have the right to notify him by registered letter with proof of receipt.
Of course, this legal warranty of conformity also has its limits and only covers defects that you were not aware of when purchasing the product, not damages caused by the user. If you break the screen or your smartphone falls into water, you will not be covered. Many smartphones today are fortunately certified waterproof by an IP67 or IP68 standard.
2. What is the legal warranty against hidden defects?
When you buy a new product, it also Two-year warranty against hidden defects If there is a Hidden defect present at the time of purchase that may affect its use, you can choose to receive a refund or a discount on the amount purchased. Hidden defects in smartphones are still extremely rare, and this warranty mainly concerns the automotive field.
seller warranty
The commercial warranty also covers defects caused by defects that were not present prior to purchase. It enables the replacement, compensation, or repair of a defective item, but does not replace the statutory warranties listed above. It complements them and remains optional. In fact, it is an additional warranty offered by the store. But stores certainly don’t have to offer.
This warranty varies by brand. The most generous ones offer a two-year parts and labor warranty. Some, like Apple, offer a standard exchange for the first few months. At Apple we have a one-year replacement and also a one-year-only warranty. In order to benefit from the guarantee, it is usually necessary to go to the after-sales service of the store (in case of online shopping, contact the online service) together with the defective product and invoice (waybill or receipt). may be sufficient).
It is important to make sure that the defect is not your responsibility, as some after-sales services may charge a fee for shipping a product. Caution, billing an estimate is normally prohibited by law. If an after-sales service asks you, you have the right to refuse. If the warranty is denied, these charges will be billed. Usually if the warranty works, the after-sales service will deduct this amount from the total bill.
More and more brands are offering additional warranties. They are presented when purchasing the product. Its terms are determined in a contract between the seller and the buyer. These contracts with more original names allow the consumer to enjoy support for periods of more than 2 years. This is a decision that must be made when purchasing the product.
We can only advise you to inform yourself well before subscribing to this type of guarantee that most major brands offer. They can be very interesting, some vendors will replace your faulty device with a new model or with store credit without having to go through the after-sales service box.
Some warranties, for their part, will let you have a free replacement model while you wait for yours to be repaired. On the other hand, others are real scams. Therefore, you must be very careful.
manufacturer’s warranty
If you have difficulty in agreeing with the after-sales service of the store you purchased from, you can use the brand’s after-sales service. It is also the preferred solution for online shopping. Before sending your smartphone to the after-sales service, contact the service by phone or via dedicated chat services. We warn you, these calls may incur additional charges.
Before contacting the special service, do not forget to think carefully about your responsibility for the malfunction. Ask yourself if there is a good chance that the smartphone will be covered under warranty. In some cases, a builder’s warranty may actually be void. This is especially true for Xiaomi’s legal warranty. Make sure quotes and pickup are free and postage is your responsibility.
Some manufacturers have an approved repairer network. When you contact the service, they will direct you to one of these repairers. The advantage is that you don’t have to mail it in and often the repairmen are very quick. For most common repairs, the job is in the bag within an hour.
FAQ
1. Does root void the warranty?
This is a frequently asked question, but few people know the answer. Under European law, rooting a smartphone does not void the warranty (hah!). So if you live in France or another EU country, you don’t have to worry too much. On the other hand, it’s true that in some countries like Canada, root questions the warranty.
2. My smartphone comes from after-sales service but still broken
Your smartphone is broken and you used the legal compliance guarantee for repair, but the device still does not work. However, it is the duty of the after-sales service to detect the fault and repair the defective device, so it will have to be sent back a second time. Usually, when a smartphone arrives from the after-sales service as defective or repair proves impossible, you’ll get a replacement. Note that in 75% of cases the after-sales service does not find any problems.
3. My phone is being repaired and still has not been returned to me.
Unfortunately, after-sales service is a little slow in fulfilling its mission. If this happens to you and you think the delay is excessive, you have the right to notify the after-sales service by asking them to return your smartphone to you within the time period you have specified.
At the end of this period, you will have the right to appeal to the local judge or district court. We hope you never have to come to this. It is also possible that your smartphone was misplaced by the after-sales service. If such a thing happens while the phone is in his charge, he will be obliged to compensate you financially.
4. My smartphone has never been dropped but is no longer working?
When this type of malfunction occurs on a device less than two years old that has not experienced the slightest drop or the slightest shock, then legal compliance guarantee directly engaged, therefore the manufacturer or seller is obliged to repair it free of charge.
5. The store wants me to contact the manufacturer myself
If a dealer refuses to repair a device under warranty and asks you to call the manufacturer, it’s wrong because, by law, he’s the one with the warranty. mediation duty Therefore, the consumer is obliged to take delivery of the defective device and then take the necessary steps for repair.
6. My smartphone no longer works after an incident
If your smartphone no longer turns on because it fell into the toilet, or if its screen is broken because it fell on the floor, unfortunately, there will be no damage done. not under warranty. Repair costs will be at your own expense. However, if you have insurance to cover breakdowns, this will normally cover the cost of repairs. This is especially true for the insurance offered when renting a smartphone. But be careful, most insurances do not cover damage caused by a smartphone falling into water.
- Also read: Should you buy your smartphone with or without a plan?
