In response to the surging demand for consumer goods during the festive season, the Centre issued a directive on Thursday urging white goods manufacturers and sellers to reassess their warranty or guarantee policies.
Consumer Affairs Secretary Rohit Kumar Singh penned a wrote to six industry bodies, including CII, FICCI, Assocham, and PHDCCI, along with major manufacturers such as Samsung, LG, Panasonic, Blue Star, Kent, Whirlpool, Voltas, Bosch, Havells, Philips, Toshiba, Daikin, Sony, Hitachi, IFB, Godrej, Haier, Eureka Forbes and Lloyd.
The directive emphasises the necessity of aligning warranty commencement with the date of installation, rather than the date of purchase. Initiating the warranty period when consumers are unable to use the product is deemed an unfair trade practice under the Consumer Protection Act, 2019.
“As the festive season begins, there will be a concomitant increase in consumer footfalls in the market, which means a bustling period for businesses. In such a period, it is important to ensure that the message of consumer care envisaged by the Prime Minister is kept in mind by businesses so that consumers’ interests are protected and safeguarded during their festive purchases,” stated an official release.
The Department of Consumer Affairs has urged white goods manufacturers and sellers to modify their warranty policies to commence from the date of installation, addressing the reduction in the total warranty period caused by the current practice.
The letter particularly emphasis the installation process for white goods like refrigerators, air conditioners and washing machines, which usually involves trained technicians. The statement notes that this issue is exacerbated in ecommerce purchases, where additional time is required for product delivery.
The letter underscores the significance of fortifying trust between businesses and consumers, concluding with the call to revise warranty policies to better serve consumer interests. “White goods typically involve installation by trained technicians, and until they are correctly installed on the premises, consumers are unable to use such goods. It is observed that this practice leads to a reduction in the total warranty period which a consumer would have normally enjoyed from the time he could use the product after its installation,” the statement emphasised.
