Benefits with Commonwealth of Virginia Members

Warranties

A warranty is the promise that a manufacturer or seller makes to stand behind a product's quality. Federal law requires that warranties be available for you to read before you buy, even when you are shopping by catalog or on the Internet, so that you can comparison shop. A standard warranty is part of the item you purchased. There is no additional cost for this protection from the company. There are three main types of warranties:

• Written warranties are printed and come along with the item you purchased. In order for a written warranty to take effect, or for you to make a claim against it, the seller or manufacturer may require you to perform specific maintenance or that you use the item as instructed.
• Spoken warranties are verbally communicated to you by a salesperson or other staff at a retailer or service provider, for services like free repairs. If you receive this kind of warranty, have the person who gave it, and his or her manager, put it in writing. Otherwise, you may not be able to get the service that was promised to you.
• Implied warranties promise that the item you purchased will do what it is supposed to do and that it can work under the circumstances that it was designed for. These warranties are created by state laws and are not specifically stated or written.

If you purchase an item and it doesn't have a written warranty, it is still covered under the implicit warranty laws in your state, unless it was marked "as is" when you purchased it. Ask a seller when the warranty period starts, before you buy. The warranty often begins on the date of purchase, but it could start the date the product was manufactured.

Service Contracts and Extended Warranties

Service contracts or "extended warranties" extend the guarantee or promise that a product will work, and are an additional purchase. Sellers offer these service contracts at the time of purchase, and sometimes months or years after your purchase. They are commonly offered when you buy a car, major electronics or household appliances. Third-party firms (not the manufacturer or the seller) may also try to sell you an extended warranty; some even make cold calls to you with high-pressure sales tactics. Some extended warranties duplicate the warranty coverage that you get automatically from a manufacturer or seller. These add-ons may not be worth the cost. Ask these questions before you buy an extended warranty:

• Does the seller, the manufacturer or another company back the service contract?
• How are claims handled? Who will do the work, and where will it be done?
• What happens to your coverage if the dealer or administrator goes out of business?
• Do you need prior authorization for repair work?
• Are there any situations when coverage can be denied?

You may not have protection from common wear and tear, or if you failed to follow recommendations for routine maintenance. Remember, an extended warranty doesn't cover pre-existing conditions, so make sure to have an item checked out before you buy.

Problems With Warranties

If you have problems receiving the services that were promised in your warranty, you can report your dispute. First read your warranty to make sure you know your rights. Then you can file a complaint with the retailer; if the retailer cannot help, contact the manufacturer. If neither the retailer nor the manufacturer can help, file a complaint with your local consumer protection agency.