Secrets of the correct address to the service center. And what about the service center

And you go ... to the service center! This is how stores solve the problem of checking the quality of the goods, if any shortcomings are found in it. At the same time, sellers not only shift their direct responsibilities to consumers, but also direct them along the wrong path.

Cases of citizens turning to the Rospotrebnadzor service who were denied acceptance of low-quality complex technical goods, including mobile phones, for further action necessary in such cases, in accordance with the law. Instead of accepting goods for quality control, sellers send consumers to service centers for repairs. However, these enterprises, as experts from the regional service of Rospotrebnadzor explain, are not endowed with return functions. Money, exchange or provision to the consumer for the period of repair of a quality product. These rights are granted to consumers by articles federal law"Consumer Protection".

In this case, the right to choose the method of protection belongs to the consumer, and the obligation to transport the faulty goods for examination belongs to the seller. Thus, the most important component of the relationship between the seller and the buyer is the decency of the counter employees, who do not shift their duties stipulated by law to service centers.

In a number of cases, sellers refuse to accept low-quality goods, citing the lack of packaging, a receipt, or the fact that the consumer used a vacuum cleaner or telephone. However, packaging is not required to return a defective item. The presence of a check can be replaced by witness statements and other evidence.

Based on the presumption of guilt of the violator in civil law, the seller or manufacturer (organizations performing their functions) is not entitled to refuse the consumer to accept goods of inadequate quality. The refusal to accept or the date of receipt of the goods must be documented either by an appropriate entry on the consumer's claims, or by a separate document. Compliance with this rule is in the interests of both the consumer and the seller (manufacturer), since the law establishes certain rights of the consumer, as well as the deadlines for satisfying his requirements and sanctions for their violation. When accepting a product, several questions arise that require a qualified decision: is there a defect, the nature of the defect (including whether it is significant or not), the reason and time of its origin.

If necessary, the store checks the quality of the goods (the presence of a defect, its nature, etc.) at its own expense. The cost of conducting a quality check of the goods (not to be confused with the examination of the goods!) Can not be charged to the consumer, regardless of the results of the check. The consumer has the right to participate in quality control.

Thus, only the buyer is left with an alternative to the requirements put forward by him.

Specialists of the Rosprotrebnadzor service explain: in the event of claims to the quality of the goods, the buyer is obliged to submit it to the seller for verification. If the seller refuses to accept the claim and (or) the goods of inadequate quality, then the consumer has the right to force him to accept the goods and (or) the claim, since this is the right of the consumer. You can send your request to the seller in writing by mail with notification.

They insulted and at the same time ripped off money from you and your laptop or computer is still inoperative. And as a result of all this, a spoiled mood and unjustified expenses.

In this article, we will consider in detail the question of what to do if you have been deceived at a service center.

What to do if you are still deceived in the service center?

Having brought home, your computer or laptop, but does not work, worked for only a few days, or the repair work was not completed in full.

Do not panic and grieve about wasted money, seeks to scandal in the service center and similar unconsidered actions that will not lead to good anyway.

To get started, look for an agreement and a check from this service center, which provided you with repair work. Agreement, if any. Going to the service center, make a written claim to the service center, on the fact that the repair work to eliminate problems and defects was not completed in full, or as a result of this repair, new defects and similar problems appeared.

Take a girlfriend or friend with you, as you know, some representatives of service centers can exert psychological pressure or rudeness on customers, and there are two or three of you, in case there will be a witness to a bad attitude towards you. Arriving at the service center, in no case be nervous, do not shout or stomp, in this state it is easier to disorganize and mislead you, in a calm voice explain the reason for your dissatisfaction to the person who took your order. Be more confident in your words.

If after all the claims you were denied. Demand a written refusal from them, with a warning, contact the consumer protection committee and the department of economic crimes, because you have every right to do so!

Having figured out what to do if you were deceived at the service center, you will already be prepared for such a situation, knowing what and how to do.

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It would seem, what difficulties can arise when handing over equipment for warranty repairs? Brought to the store, gave away, picked up after repair. In fact, everything is not so simple and there are nuances, ignoring which can result in a headache for the buyer. Today we will talk about how to properly hand over phones and household appliances for repair.

What is warranty repair?

One of the options offered by the law "On the Protection of Consumer Rights" in the event of defects in the product is the immediate removal of product defects free of charge. In other words, warranty repair. The law implies that this repair should be free for the consumer. That is, you do not have to pay for the repair work itself, nor for all the necessary spare parts and parts.

Shop or SC?

Few people know that a claim for free warranty repair can be submitted not only to an authorized service center, but also to the store itself. In practice, some stores may be cunning and redirect customers to a service center. By law, the choice between a store and a service center is up to the buyer.

If you are faced with a choice of whom to entrust the warranty repair of your equipment, pay attention to the following nuances:

• territorial location - go to the website of the manufacturer of your brand household appliances. In the "Support" section, look for a list of authorized service centers in your city. If there were none, and it’s too expensive to travel to another city, contact the store;
• the presence of a replacement fund - check before handing over for repairs whether they can provide you with a product for the period of repair and which one;
• how the delivery of bulky goods is ensured and whether it is possible for the master to come to the house.

If both the store and the SC are equally available, we recommend that you take the goods for repair through the store. In this case, the store will be responsible for all damage to your equipment and for all delays in terms. In the case of delivery to the SC directly, if the repair deadlines are violated, the store may refer to the fact that it did not send you to this service center and cannot bear full responsibility for its actions. Service centers, in turn, often refer to the fact that, under an agreement with the manufacturer, they do not refund money for goods or exchange for a new one in case of violation of the repair deadlines. Both of these can be challenged judicial order, but it is better to protect yourself from such controversial points in advance.

Terms of warranty repair

According to the law, the defects of the goods declared by you, the store or service center must eliminate immediately, that is, within the minimum period objectively necessary to eliminate them, taking into account the commonly used method. The wording is not very successful and not sufficiently defined, but in any case, according to the law, the terms of warranty repairs cannot exceed 45 days. This period is counted from the date of delivery of the goods for repair (the day of delivery is not considered, the first day of the period will be the day following it). Within 45 days, the store and the service center are required not only to find the cause of the breakdown, but also to ensure the supply of the necessary spare parts and carry out repair work. In addition, it is during this period that the store and the SC must notify you of the completion of the repair.

If the prescribed 45 days have expired, and you still haven’t seen your equipment and haven’t been notified by the store about the readiness of the goods after repair, we recommend writing. Firstly, in it you can present another requirement (instead of repair), for example, a refund or an exchange for a new product (including a more expensive or cheaper one with recalculation of the price). Secondly, for each day of delay you can claim.

We hand over for repair

Delivery of equipment for warranty repair must be documented. The store or service center is obliged to issue you a receipt or an act of acceptance of the goods for repair. This act must include:

• the name of the host organization or individual entrepreneur, contact addresses and telephone numbers - that is, a store or service center;
• your full name, address, contact phone number;
• product name, model, brand, serial number or IMEI;
• description of the appearance of the goods (it is better to specify the presence of damage, scratches, abrasions in detail);
• completeness of the goods - headphones, headset, Charger, box, protective film, etc. Please list whatever you are transferring. By the way, if the factory packaging of the goods has not been preserved, the store and the SC still do not have the right to refuse to accept the goods for repair;
• the purpose of receiving the goods is a warranty repair or quality check (if you do not need repairs, we recommend that you specifically specify this in writing. Indicate that you are asking for a refund or exchange of goods);
• the actual date of delivery of the goods to the store or SC - it is from it that all repair periods will be counted;
• defects that you ask to check or eliminate (indicate in as much detail as possible all your claims on the quality of the goods so that the store or service center checks them all during repairs).

Upon delivery of the goods, you will also be required to have a cash or sales receipt for the purchase of equipment and a warranty card. Keep in mind that it is best to keep the originals of these documents if possible. If a store or SC fundamentally requires originals, be sure to make copies of the receipt and warranty card for yourself: you may need them in court if the repair situation is not resolved voluntarily.

Also keep in mind that, by law, the delivery of large-sized goods weighing more than 5 kg to warranty repair and back must take place forces and at the expense of the store (service center). If you are forced to carry the refrigerator for repairs yourself, be sure to keep receipts for payment for delivery services and movers. These amounts are your losses and must be reimbursed by the store or service center.

Even if your defect is not confirmed, the store or service center does not have the right to demand that you reimburse the costs of shipping the goods and paying for the “exit of the master”.

Not all buyers know that for the period of warranty repair, you can ask for the so-called "replacement fund". It's free. To receive goods from a replacement fund, it is enough to write an application in any form addressed to the store manager or SC with a request to provide free replacement goods for use during the repair. A product with the same basic consumer properties as your equipment must be provided to you within 3 days from the date of application.

Of course, the law does not oblige stores and service centers to provide replacement plasma, iPads or expensive touch phones for the duration of the repair. Therefore, a store or SC can provide a simple cellular telephone or regular TV. However, the absence of a replacement fund is a violation of consumer rights. If you were refused the issuance of goods for use during the repair, you can complain about the actions of the store or the SC to Rospotrebnadzor and ask for a penalty in the amount of 1% of the cost of the goods for each day of delay in providing a replacement fund ().

Remember also that there is a list of goods for which stores and SCs have the right not to provide a replacement fund(Decree of the Government of the Russian Federation No. 55 of 19.01.1998):

• cars, motorcycles and other types of motor vehicles, trailers and numbered units for them, except for goods intended for use by the disabled, pleasure craft and watercraft;
• furniture;
• electrical household appliances used as toilet items and for medical purposes (electric shavers, electric hair dryers, electric hair curlers, medical electric reflectors, electric heating pads, electric bandages, electric blankets, electric blankets, electric brush hair dryers, electric curlers, electric toothbrushes, electric hair clippers and other devices having contact with mucous membranes and skin);
• household appliances used for thermal processing of products and food preparation (household microwave ovens, electric ovens, toasters, electric boilers, electric kettles, electric heaters and other goods);
• civilian weapons, the main parts of civil and service firearms.

Getting out of repair

If your repair was completed within the stipulated time, when returning the goods from repair, be sure to check the following points:

• check on the spot appearance goods, completeness. If there are scratches or dents on the body that were not specified during the delivery, or if any of the components is lost, immediately inform the receiver about it. It is also advisable to immediately submit a written application for the elimination of such damage or the issuance of replacement components instead of the lost ones;
• ask for the original purchase receipts and warranty card to be returned to you;
• ask for a certificate of acceptance of work, which should indicate the actual terms of the item being repaired, the identified shortcomings and a list of repairs performed (including replaced spare parts).

Be sure to keep all warranty repair certificates or keep copies of them if the originals are required by the store or SC. By law, for the time the product is being repaired (i.e. from the moment of delivery until the moment it is returned to you), the warranty period is extended. In case of disputable situations, it is with these acts that you can prove the period for which the warranty period of your equipment has been extended. In addition, for technically complex goods, in order to demand a refund for a purchase, sometimes you need to prove that this particular problem has already been fixed by you under warranty or for several repairs within 1 year you have run more than 30 days. Warranty certificates will also help you with this.

Or maybe you can do without repair?

In some cases, the buyer can indeed refuse warranty repairs and immediately demand a refund. If your product does not belong to, then if there is any manufacturing defect, you can ask for a refund or demand an exchange for a new product. Some stores mislead customers and report that they can only offer the buyer a repair. In this case, we recommend that the buyer write to the store a claim for a refund or exchange of goods, because the right to choose the requirement that is presented to the store belongs to the consumer. The store is not entitled to impose warranty repairs instead of other options.

The relationship between service centers and customers is far from a simple "bring it in for repair - take it back" scheme. Most often, problems arise during the delivery and registration of equipment that is under warranty. Sometimes they are associated with well-known tricks and tricks that customers try to use to get free repairs.

The client most often carries faulty equipment to where he bought it - to the store or supplier. But if the trade organization does not have its own authorized service center, it would be more correct to immediately send the device to the manufacturer's SC - anyway, the store will do the same, only it may be longer. Time gain is especially important for small companies, who independently maintain their fleet of computer and office equipment and often do not have enough replacement stock for the period of repair.

The performance of the device and the elimination of factory defects are guaranteed by the manufacturer, and not by the store, supplier company or authorized service center. In terms of warranty repairs, sales organizations and service centers are guided by the instructions received from the vendor or the main service provider.

Double standards

Typically, the warranty period for technical products ranges from 6 months to 3 years, depending on the type of device and the specific manufacturer. Interestingly, the term rarely depends on the reliability, technical complexity and size of the device. For example, a computer system unit may have only a year of warranty, and a small navigator - two. Often this turns out to be a marketing ploy by the manufacturer in order to attract buyers.

The warranty period rarely depends on the reliability, technical complexity and size of the device.

Already at the stage of establishing the warranty period, various tricks begin. Trade organizations can “play” with them, providing themselves with more favorable working conditions. For example, a product may have a 2-year warranty, but the seller announces only 1 year. This can be a sin for small shops and points of sale that do not want to deal with after-sales service.

Why is this happening? Service centers employees know that there are two warranty periods: one - from the date of sale - is set for the buyer, the second - from the date of production - for the trade organization. Due to the fact that the devices go quite a long way from the factory to the cash register (transportation, customs clearance, warehousing), the second warranty period is longer. For example, with a warranty of 3 years from the date of sale, the maximum warranty period from the date of manufacture is 3 years 6 months.

As soon as the established period from the date of production expires, the manufacturer declines responsibility for warranty repairs. And, if there is a guarantee on the coupon, but in reality it has ended, this only means that the product has not been sold for too long. Claims should be presented not to the manufacturer or service center, but to the store. Therefore, when buying, you need to pay attention also to the date of manufacture of the device.

Insuring themselves against such cases, stores independently reduce the warranty period for some types of goods. Especially the discrepancy between the terms of the warranty applies to computer components.

How to hand over the goods

There is a popular belief that service centers do their best to refuse warranty repairs to customers. This is usually not the case. Although the authorized service center does not charge for warranty repairs, this work is paid for by the manufacturer or central service provider. That is, even on warranty repairs, the SC earns money. Therefore, it makes no sense for him to evade repairs or "kick back" the client for various reasons.

However, there are certain rules for accepting equipment and conditions for warranty service. Accordingly, the employees of the service center have certain instructions for receiving warranty equipment. To recognize a breakdown as a "warranty case", both certain documents and the compliance of the state of the equipment with certain criteria are required. And here situations may arise when the SC is released from obligations for warranty repairs.

The client must have a receipt or delivery note with the date of sale of the goods and a completed warranty card. However, by law, the absence of a warranty card is not a reason for denial of warranty. In theory, the main thing for the SC is to identify the product. Its employees can do this by the serial number and find out if the product with this number was produced at all, when it was manufactured and whether the warranty period has expired. This is what many companies do.

An additional advantage of checking by serial number is the ability to filter out "gray" devices. The SC will not repair free of charge goods that are imported unofficially and, accordingly, do not have a guarantee. Sometimes information is received that, for example, among scanners of a certain brand, only 10% of all those sold by retail were officially delivered. Accordingly, only a small part of all sold goods is subject to warranty service and special attention is paid to this model during testing. Most of the equipment will be denied warranty repair with the wording: "Due to the absence of this serial number in the database of devices officially supplied to Russia."

If the serial number is missing or illegible, the service center has the right not to perform warranty repairs. However, many believe that the guarantee is carried out primarily by check and is counted from the date of sale. This opinion is supported by large shopping centers who carry out streaming trading without filling out a warranty card in each case. They usually tell customers the phrase: "Guarantee - by check." Yes, the store can accept faulty equipment according to the document of sale. In fact, it often happens that its employees send a client with a faulty device to a service center in order to save themselves from unnecessary trouble. And the client comes to the SC with a completely empty warranty card, which creates the risk of refusing free repairs.

Attempts to outwit

Sometimes the manufacturers of some devices themselves instruct sales organizations to accept goods for a guarantee against a sales receipt. This is convenient for end customers, but creates the basis for fraudulent activities. Some consumers are trying to return the device with an expired warranty on a different, more recent check. For example, it happens that clients use set-top boxes to organize gaming salons. Since they have several similar products, they can take advantage of the fact that the serial number is not indicated on the receipt and try to return the old prefix with a new receipt.

Although disassembly and reassembly can be carried out by the customer carefully, without any traces of opening, service engineers are still able to detect tampering.

In this case, the countdown of the warranty period from the date of production, which was mentioned above, just comes into force. The expiration date is checked by the serial number. As a result, the customer may be denied the repair of the old product.

There are also attempts to self-repair or unsuccessful assembly of the product from two similar devices. And after these actions, people carry a non-working item to hand over under warranty. Although disassembly and reassembly can be carried out carefully by the customer, without any traces of opening, it is still possible for service engineers to detect tampering. For example, an ordinary consumer does not know all the degrees of protection and methods for their verification, which are indicated in the recommendations of vendors, issued with the mark "confidential for service centers."

The protection against consumer fraud can be the presence of another serial number, which must match the number on the outside of the device. Or it could be a sticker that changes color when heated or soaked in water, when you try to carefully remove it and then stick it in place. Or special kind a seal that does not look like a sticker - they do not pay attention to it during disassembly and are simply removed or displaced. Then the technical conclusion indicates the reason for the refusal of warranty service.

Defective consumables

A typical example of how customers try to deceive a service center is the delivery of goods damaged by low-quality consumables. Many companies, especially among SMBs, skimp on printer consumables and buy "compatible" or continuous ink systems despite vendor warnings.

Warranty cards usually say something like: "The warranty is void if damage to the device is caused by the use of non-standard or low-quality consumables." Consumers know this and change cartridges or ink tanks back to the original ones before handing over for repair, hoping that the trick will not be revealed.

Indeed, if the malfunction is not directly related to the use of "non-native" consumables, the service may not pay attention to this and accept the equipment under warranty. For example, the scanner unit of an all-in-one cannot possibly be broken by a cartridge. But if the print head of an inkjet printer is faulty, then the service center can conduct an examination and establish whether the client used the “correct” consumable.

Complex Devices

Some products, such as system blocks, consist of several replaceable parts. The warranty covers the entire device, and only those components that were originally included in it are subject to replacement. In principle, you can open the case system block to install additional accessories (for example, add HDD). However, you must not remove or change existing parts - this will void the warranty. For control in the places of attachment or connection of components, special stickers are glued, which are damaged when the part is removed.

In addition to stickers, there may also be a sticker with the logo of the assembly company and the warranty period. And, finally, in the warranty card or in the attached invoice, the complete set of the system unit is usually prescribed, indicating the models. And if the client does not provide these documents, then the seller can take his copy from the database and find all the necessary data. Therefore, the substitution trick usually does not work. True, few people specifically go for such tricks. Usually the situation occurs due to the ignorance of the client. For example, if a company, before installing a computer on workplace The IT department has replaced something in the system unit.

Quite often, laptops with a flooded keyboard come in for repairs. Of course, before handing over to the SC, the laptop is thoroughly cleaned and wiped to hide the incriminating fact. However, some of the liquid still gets inside the device, on the electronic board or other parts. Therefore, during disassembly, traces are found in the form of stains or sticky streaks, depending on the type of spilled liquid. If service engineers are at a loss to determine whether or not a warranty case, they can take photographs, describe the problem and request a solution from the service provider or manufacturer's representative.

Fear of substitution

Many users are afraid that during repairs, some components will be removed from the device and other, older parts will be installed. And instead of a faulty component, an obsolete or used spare part will be installed. But this is elementary checked, since the owner knows the composition of his computer and, as we said, there is even a written list of components of the system unit.

A separate issue is the installation by a service center of a non-similar spare part. Since the line of components is updated in a year and a half, something is discontinued, another part with the corresponding old characteristics can be supplied: a Hitachi hard drive instead of Samsung, etc.

It is important that neither the regional service center, nor even the service provider and the manufacturer are interested in deceiving the owner of the warranty equipment. On the contrary, the entire repair process for warranty equipment is designed to ensure quick repair and exclude the possibility of any fraud. Therefore, if some unpleasant moments happen on the part of the service center, then this is almost always a human factor, a violation of instructions by a specific employee.

When replacing components, for example, in a laptop, the numbers of the old and new parts are overwritten. This data is included in the repair report and defective parts are sent back to the manufacturer. Sometimes, after repairing equipment, vendor representatives check the quality of work. Since the repair reports include customer contact details, they may be called to ask if they are happy with the result and what exactly was done. And, if any discrepancy is found, appropriate sanctions can be applied to the service center.

Most often, disputes between equipment owners and service centers occur due to software failures. Although the warranty cards always state that the incorrect operation of the software is not a warranty case. Since the manufacturer is only responsible under warranty for hardware, especially since third-party software is usually used.

The argument is simple: since I bought the device bundled with this software That means everything should be repaired under warranty. This is not true, but often service centers go towards customers and restore the work of programs. And, since this is a common practice, the manufacturer can even pay for such actions to the service center, at a low rate.

Some users strongly demand that the service center provide them with a similar device during the repair, referring to the law "On the Protection of Consumer Rights". However, at the beginning of the 1990s, a decision of the Supreme Court was issued on this occasion, which states that articles 20 and 21 of the law apply only to reimbursable relations. In other words, you can get equipment for use during warranty repairs only at the organization where the device was purchased. And the service center is a third-party organization, and it is not obliged to provide a replacement.

Behavior rules

We briefly summarize the above, so that the repair takes place without conflict situations and within a reasonable time.

When buying, you need to require a completed warranty card. The store may close, the customer may move, and in the service center one of the requirements is the presence of a completed warranty card.

In the event of a malfunction, it is better to immediately contact an authorized service center, without wasting time on trade organization. The store will still send the equipment to the service, but directly it will turn out much faster.

During operation, it is important not to overwrite the serial number of the device. If the number is not readable, the service center may refuse warranty service.

Careful attitude to technology will help to avoid problems. And if third-party factors or the client himself are to blame for the malfunction, then warranty repairs are not performed.

If the thing is under warranty, it is wrong to pay for its repair. But people are characterized by large and small vices, among which the thirst for profit is one of the most tenacious and widespread. How can an ordinary user prevent self-serving servicemen from "divorcing" themselves into paid repairs? As you know, the more oak technique, the more reliable it is. And any portable device is a technically very complex and fragile thing. Fortunately, there is a warranty, but the average user changes the device for a new one before it runs out of warranty.
So if you are one of those lucky ones who have not yet had the need to go to repair, then you may naively believe that in which case you just come to the workshop with a faulty device, they smile sweetly at you, and it will immediately turn into in good condition. Ideally, this is how it should happen, but, unfortunately, in practice it often happens differently.

There are quite a few "pitfalls" that we want to warn you about.

When does it make sense to contact the service

“When it breaks,” an inexperienced user will say. But breakdowns are different. For example, in the presence of physical damage -

let's say if you dropped the device out of the window or drowned it, a dog gnawed it, and then you decided to charge it directly

having tucked two wires from a 220-volt outlet - it is better to say goodbye to the phone right away and not to carry it to the warranty service:

they will look at you there as if you are crazy, and remind you that a product with visible external damage is not guaranteed.

distributed by.

But if the device is "buggy" without visible reasons, freezes, the microphone or vibrating alert does not work, or maybe the battery is holding

only half an hour or some option in the menu does not turn on (or, for example, the camera lens does not move out) - you have everything

chances of getting repaired for free. Most often, such warranty failures are caused by problems in the software.

software, that is, in the firmware, "brains", so it is enough to replace it with a more recent one. By the way, so as not to waste

spend time going to the service, you can first find out which version of the firmware you have installed, and what is the latest

- if you have the most recent and have, the service will hardly help you. You can learn everything about firmware on unofficial forums,

dedicated to a particular brand of devices. In some cases (if the manufacturer has documented such a possibility), it is possible to

update the firmware on your own - using a data cable or even over the air. However, it is important to understand what is

"documented" - roughly speaking, this means that the firmware is on the official website of the manufacturer. If for updating

Software needs to be downloaded in different parts of the Internet from a dozen service programs, and the firmware itself can be obtained from links on the forums,

you take a very big risk: in which case, the warranty repair of the device in which your playful hands were tinkered, you do not

will accept. However, do not be upset - firstly, everything can go with a bang and unnoticed by the service, and secondly, even if

you will not succeed - there will be a reason to properly delve into the device device and explore all its capabilities, after which

safely restore, because programmatically completely kill, say, a phone, it is almost impossible.

But what you should not do in any case, even if you are a great guru, is to open the body of a junk unit. Yes,

the malfunction may also be hardware, but what can you do in this case, except to see what the device has

inside? Even if you determine which module does not work - where will you look for a new one? You still have to collect everything

back and carry to the service, and you will be met there with open arms, for they will receive full foundation refuse you

warranty repairs will be refused (traces of self-opening are unlikely to be covered).

Choosing a service center

So, you are still going to the service. At knowing person the question immediately arises: “Which one?”. Let's see

to our warranty card. In the worst case, this coupon obliges you to contact your own

service center of the dealer company where you purchased your mobile device. Alas, this most often means only that

for some reason, the original warranty for your device does not apply - for example, it was imported into Russia under the "gray"

channels. And don't be confused by the SSE and PCT stickers, they are often glued right in the store before being sold. Official

simply do not buy with a coupon. Although in some cases a branded “guarantee” may not be available, then they will write out “your own”, but

devices of one brand or another, but most importantly, the service is paid directly by the manufacturer of the repaired

devices, so the master in any case will receive money for his work. But the dealer service has a different interest: for repairs

the dealer pays out of his own pocket, so repair your damaged device for free, fulfilling warranty obligations,

he is not at all interested. So going to such a service, alas, can turn out to be a waste of money and nerves for you: you

will be wonderfully divorced for paid repairs, while any means can be used, up to the meanest (about this

a little lower).

However, even if you have a branded warranty card, do not rush to go to the first center you come across. Read reviews first

questions with the aim of "dissolving") and feel free to go there, even if there is not a word about this service in your "guarantee". The thing is,

that if the device is covered by the manufacturer's warranty, then they will gladly accept it in any service and tell you

thank you for this - after all, this is their income.

So, the service is selected. How to prepare for a hike? What to bring?

First of all, it is necessary (unless, of course, your device is still turning on and at least somehow working) to carry out a backup procedure

copy all the data it contains. The fact is that in services during software manipulations with the device, usually

completely reset all user data, which is even warned by a special announcement at the entrance. Don't run away

you back home to do a backup?

Also (this applies primarily to lovers of software experiments), if possible, return the original factory

firmware and remove all patches and other "decorations" by which the serviceman can suspect something is wrong and convict you of

interference with the device. And it doesn’t matter at all that you only changed screen fonts and turned on the engineering menu, and in

service is due to a broken microphone - they will convincingly prove to you that you ruined the microphone yourself. So cover your tracks

sure - you will always have time to “inherit” again after the repair.

Climb before going to the service under the closet, so that there, in the age-old dust, try to find the branded box from under the device and

the wires attached to it are not at all necessary. It is enough to take the non-working device itself and the warranty card, although in

in some cases, it is not needed either - in the service they “punch” the product by its serial number. Of course, if the error

is connected precisely with some accessories (for example, the device is not charging), then you need to carry both it and charging. And be

By the way, we are ready for the fact that the battery will most likely be given back to you - usually the warranty does not cover it.

What should I say

So, you are in service. When showing the device to the master, try to describe the malfunction and events as clearly and fully as possible,

which preceded it ("I'm sitting, watching TV, picking a nail in my ear, all of a sudden - the sound is gone!"). At the same time, sprinkle

in technical terms to give him the impression of an advanced user (well, you are not a “teapot”, we are not

we doubt) it’s not necessary - they don’t like very smart people in services, but, of course, you can show some awareness - so that you

they didn’t take him for a fool and didn’t try to breed from scratch (“The liquid from the microcircuits leaked out and closed the contacts

battery, so let's put it back in and patch up the hole"). At the same time, you should immediately say what you want -

for example, repairs or the issuance of an expert opinion for a subsequent refund (what can and cannot be demanded from

service, see below).

How to answer questions

In the service, not only you will speak - perhaps you will be interrogated with passion in order to catch on to something. Most

a simple option: “Has it really never fallen with you?”. God forbid you agree - you will immediately be deprived of the guarantee and offered a paid

repair, if you answer a firm “No”, a long careful examination of the scratches on the case will follow in order to see

them traces of a fall. Another favorite way is to show the client the contacts of the system connector (and on them over time

traces of rust and oxides appear) and report that this is a sure sign of a "drowned man", which means that he will not see a guarantee, as

their ears. Inadvertently, you may be asked if you have any power surges at home. The main thing in this situation is not

succumb to persuasion and stubbornly bend your line - “it broke by itself”, even if you really dropped the device, wet it and

etc. However, even in this case, a dishonest serviceman has a chance - having disassembled your device, he may suddenly find “traces of

getting moisture”, “microcracks on the board”, “unauthorized repair attempts”, or even some kind of nest of ants.

This is already completely ugly on his part, since you can’t prove that there were no cracks and ants inside.

you can. And here you need to act decisively - promise to complain wherever possible, make a scandal, call

representation of the vendor - in general, to show that you are a "hemorrhoid" client. Then, perhaps, the case will end with a maxim:

“Despite the microcrack, after updating the firmware, it worked for you.”

What can and cannot be requested in the service

What can you expect from the service? First of all, of course, for free warranty repairs. By the way, by

law (and the brochure “Law of the Russian Federation of February 7, 1992 N 2300-I “On Protection of Consumer Rights” (as amended on June 2, 1993, 9

January 1996, December 17, 1999, December 30, 2001, August 22, November 2, December 21, 2004, July 27, October 16, 25

November 2006)" from the moment you broke something should become your reference book), you can

show enough. Namely, as paragraph 1 of Article 18 says: “A consumer to whom goods of inadequate quality are sold,

if it has not been agreed by the seller, he has the right, at his choice, to demand:
- gratuitous elimination of product defects or reimbursement of expenses for their correction by the consumer or a third party;
- a proportional reduction in the purchase price;
- replacement for a product of a similar brand (model, article);
- replacement for the same product of another brand (model, article) with a corresponding recalculation of the purchase price.
Instead of presenting these claims, the consumer has the right to refuse to fulfill the contract of sale and demand a return

the amount paid for the goods. At the request of the seller and at his expense, the consumer must return the goods with defects.
In this case, the consumer has the right to demand also full compensation for losses caused to him as a result of the sale of goods

inadequate quality. Losses are reimbursed within the time limits established by this Law to meet the relevant

consumer requirements".

True, if you don’t want to repair your “dead” device, then, having seen a legally savvy person in your face, you

most likely they will try to quote their favorite phrase from the same paragraph of the law: “With regard to technically complex and

expensive goods, the consumer's requirements to replace them with goods of a similar brand (model, article), as well as to replace them with

the same goods of a different brand (model, article) with a corresponding recalculation of the purchase price are subject to satisfaction in the event of

detection significant shortcomings goods. The list of technically complex goods is approved by the Government of the Russian

Federation". Naturally, this list will not be shown to you - “they say, you understand that the phone / camera / player (the necessary

emphasize) is a high-tech device, your breakdown is insignificant, so wait - we

we’ll fix it” ... However, it’s still good to have an idea of ​​\u200b\u200bwhat kind of list this is. "The list of technically complex goods, in relation to

which the requirements of the consumer for their replacement are subject to satisfaction in the event of significant defects in the goods"

(approved by Decree of the Government of the Russian Federation of May 13, 1997 N 575) includes vehicles and numbered units

to them, motorcycles, scooters, snowmobiles, boats, yachts, outboard motors, refrigerators and freezers, washing machines,

personal computers with basic peripherals, tractors, motoblocks and motor cultivators. As you can see, there are no

mobile devices (except, perhaps, laptops) are not on this list, which means do not fall for provocations. Second Favorite

sellers list for "suckers" - "technically complex household goods, for which warranty periods are established

(household metal-cutting and woodworking machines; household electrical machines and appliances; household radio-electronic equipment;

household computing and copying equipment; photo and film equipment; telephone sets and facsimile equipment;

electromusical instruments; electronic toys, household gas equipment and devices). However, this is just

scroll non-food items of good quality, not subject to return or exchange for a similar product of other

size, shape, size, style, color or configuration. It's about that you will not be able to return such a device,

if you suddenly don't like its color.

The right to exchange goods or return money (conclusion of the service)

So, how does a buggy device return with an exchange for money or a less buggy one? Who should do it?

Shop or service center? The scheme is actually simple: you go to a service center and get an expert opinion there

that the device has really deteriorated on its own, and not with your help. With him you go to the store, where you make

mutually beneficial exchange. However, the problem here lies in the fact that service centers are not at all eager to give you expert

conclusions: it is more profitable for them to take a broken device for warranty repair and, as we remember, receive money for it from

manufacturer (or maybe from you and the manufacturer together), so it is likely that you will be looked at as

idiot, and pretend that the word "conclusion" is being heard for the first time. In this case, it is necessary to recall the existence of paragraph 5 of Art. 18,

which says that "the seller (manufacturer), an authorized organization or an authorized individual entrepreneur,

the importer is obliged to accept the goods of inadequate quality from the consumer and, if necessary, conduct a quality check

want to change a damaged device, a “check” can show catastrophic damage, and then something will be proven

very difficult.

Right to a replacement device

It is important to remember that for the period of repair, you are obliged by the same law to provide you with a replacement device with

similar functionality. However, in practice it may turn out that they will not give you anything, citing the lack of a replacement

fund, or they will give, for example, a Nokia 3310 phone instead of a sophisticated communicator, citing the fact that “the main function

phone - call, and he calls. Say thank you, because usually they don't give anything. However, the law is on your side here too:

Clause 1 of Art. 23 states that for violation of the terms provided for in Articles 20, 21 and 22 of this Law, as well as for failure to comply

(delay in fulfillment) of the consumer's demand to provide him for the period of repair (replacement) of a similar product, the seller

(manufacturer, authorized organization or authorized individual entrepreneur, importer) who has allowed such

violation, pays the consumer for each day of delay a penalty (penalty) in the amount of one percent of the price of the goods. Wherein,

By the way, you are required to carry out the delivery of replacement goods at your own expense, and you do not have to travel back and forth. Perhaps no one

wants to do this - then you have a direct road to court: the case is guaranteed to win, and if moral damage count

- the amount will accumulate impressive.

If repairs are delayed

How long can a product be in repair? The law says that “if the term for the elimination of defects in the goods is not defined in

written form by agreement of the parties, these shortcomings must be eliminated by the manufacturer (seller, authorized

organization or authorized individual entrepreneur, importer) immediately.” That is, if the manufacturer

On the warranty card, he himself planted a pig, writing, say, about “14 days”, which means that he will have to do it in two weeks. After

this starts to drip a penalty in the form of 1% per day, and after a little over three months, the device becomes free for you. If

same we are talking about “immediate repair”, options are possible - no one stipulates, for example, the delivery time for spare parts.

However, if you were not given a replacement within three days, after 3 months the device, again, will become free for you. Is it true

problems with spare parts, the delivery and customs clearance of which the manufacturer himself cannot provide, the service center cannot

you hit the money

What to do if your case is out of warranty? It's a shame, of course, but it happens. In this case, the repair must be

paid, but remember that you must be asked for consent to such repairs! If you came for your own phone, and you

they say: “Repair is paid, you have three bags of money”, you can safely refuse to pay and start swearing about the imposition

paid services - however, according to the law, you may still be required to reimburse the cost of examination and storage of your goods.

However, usually they still ask “to repair or not to repair” - it is better to answer “do not repair” and pick up the faulty device from the service,

then to take it to another - where the same repair will be done cheaper. It's like with cars: you need a warranty

drive to an official dealer - and not under warranty, there are a lot of unauthorized, but qualified car services. In general, of course,

we wish you that our advice will never be useful to you - so that all equipment works properly and pleases you for many years.

Well, or at least months - until it becomes obsolete morally.