Consumer Action proposes warranty best practices for device manufacturers and retailers

Wednesday, October 30, 2024

Consumer Action, in late 2023, conducted online research and a consumer survey to learn how aware consumers are of the coverage provided under the manufacturer’s warranty for their computers, smartphones and tablets, as well as how satisfied they are with that coverage. We also produced educational resources and conducted outreach and education on consumer warranty rights and how to exercise them. 

This PowerPoint presentation, “Consumer Warranties: Recommendations for manufacturers and policymakers,” shares what we learned from this work, and offers consumer-centric recommendations for policymakers and industry to consider—from requiring that optional extended warranty terms be spelled out before sale and that warranty terms be presented in layman’s terms (and in multiple languages), to prohibiting mandatory arbitration clauses in warranties and requiring that consumers be informed about what complaint-handling agencies they can contact if they are dissatisfied with the outcome of their warranty claim.

Consumer Action has long fought for policies and practices that improve marketplace transparency, promote fairness, hold companies accountable, and level the playing field between consumers and businesses. 

Download “Warranties: Recommendations for manufacturers and policymakers” here.

This project was made possible by a grant from the Rose Foundation for Communities and the Environment.