Imagine the situation: Your fresh smartphone, laptop or TV, purchased just a fewer months ago, abruptly ceases to work. You study to an authorized service, convinced that free repair is simply a formality. Instead, you hear that you must pay for “expertism”, “logistics costs” or another mysterious sounding positions. Sound familiar? Unfortunately, it is simply a common practice, which thousands of Poles fall for in 2025. Many of us, fearing the failure of equipment or deficiency of knowledge, pay without a word of objection. It's a mistake that could cost hundreds of dollars. The fact is, in most cases, the work to cover all the costs associated with the warrant repair shall lie with the maker or the seller. This article is simply a complete guide that will arm you with the cognition essential to effectively fight for your rights. We will explain erstwhile the service absolutely does not have the right to request from you or the gold and what to do erstwhile it tries to draw you for additional costs.
Warranty vs. warrant – the key difference you request to know about
Before we decision on to circumstantial charges, we request to realize the fundamental difference between the 2 fundamental consumer rights. This is where the key to effective complaint lies. Many people usage these terms interchangeably, and this is simply a serious mistake.
Guarantee is simply a voluntary declaration by the maker (or distributor) which sets out his obligations if the goods sold prove defective. It's fundamentally a promise. The terms of the guarantee, its period (e.g. 24 months, 5 years) and the scope (which includes and does not include) are described in item in the warrant document. The maker dictates the terms here. liable guarantor (mostly the manufacturer).
Guarantee Something far more powerful. It is statutory work sellers for physical and legal defects in the goods which be at the time of issue. Applicable by law by 2 years from the date of purchase and cannot be excluded or reduced in any way in the case of consumer sales. This is your protective shield, independent of any warranty.
Why is it so important? due to the fact that it's up to you to decide which authority you want to use. frequently the warranty gives you more options (e.g. request to replace the goods for a fresh 1 or retreat from the contract), and the liability of the seller is wider than the guarantor.
When can a service charge? Watch out for those traps!
The rule is that if the complaint is justified and the defect is protected (guarantee or warranty), the full process must take place at the expense of the liable party. However, there are situations where the service may effort to charge you costs. You request to know erstwhile he has the right.
- Diagnosis and expertise costs: It's the most common trap. The service has no right to request a diagnosis fee if the defect is confirmed and the repair is carried out under warranty/arms. The fee is only allowed if you study a good product or if it turns out that the responsibility was your fault.
- Transport costs: Pursuant to the civilian Code (Article 5612), in the case of warranty complaints, the consumer is entitled to require the seller to disassemble and reinstall the items after the replacement or repair. What's more, the cost of delivering a defective product to the seller is borne by the seller. The same applies to guarantees – unless the warrant paper provides otherwise, the guarantor shall bear the logistical costs.
- Mechanical harm by user: This is the only full justified situation. If you flooded your laptop with coffee, dropped the telephone on concrete or otherwise damaged the equipment, neither the warranty nor the warranty will work. Then the service has the right to supply you with an estimation of the repair paid.
- Unwarranted complaint: If, after careful tests, the equipment is 100% functional and the problem was in, for example, third-party software or incorrect configuration, the service may charge you with diagnostic costs. However, you must be informed of this in advance.
Step by step: How to effectively file a complaint and not be fooled?
In 2025 there is no area for improvisation. To make your complaint effective, act methodically. Here is simply a proven action plan:
Step 1: choice the legal basis. Think about what's more beneficial for you – the manufacturer's warranty or the warranty from the seller. In most cases, the warranty gives a stronger position, especially in the first year of acquisition (presuming that the defect existed at the time of sale).
Step 2: Prepare documentation. Collect everything you have: acquisition proof (a receipt, invoice, card confirmation), warrant card and exact description of the defect. Take pictures or evidence a video showing a flaw.
Step 3: Make a formal complaint. Don't do the mouth thing. Make a written complaint in which you will specify precisely what you want (repair, exchange, price simplification or withdrawal). Indicate the legal basis (e.g. ‘threat advertising’).
Step 4: guarantee confirmation. If you make a complaint personally, ask for a date stamp on a copy of your writing. If you're sending the equipment, make it a registered transportation and keep the transmission. Remember the seller has 14 calendar days to respond to your warranty complaint. Failure to answer within this time limit means designation of your claims.
Rejected complaint? This isn't the end of the fight! Where to find help?
If the seller or guarantor unreasonably rejects Your demands or he'll effort to trick you into paying for it, don't give up. You have powerful allies. You can request free aid to Urban or Regional Consumer Ombudsmanthat will aid you compose a professional appeal, and even represent you in a dispute. Then you can usage the aid Trade Inspection or mention the case to Amicable Consumer Court. Remember, a conscious consumer is simply a strong consumer. Knowing your rights is the best investment you can make. Don't let anyone take advantage of your ignorance and don't pay for what you deserve for free.
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The service demands money for a warranty repair? It could be illegal!
