Distributors and dealers of air-conditioners have to implement the circular, which is in line with Law No 8 of 2008 on Consumer Protection, within a three-month period starting from October 15, the MEC said in a statement yesterday.
The ministry has specified the obligations of the supplier to the consumer, the main information that should be provided in the warranty conditions and details of the retailer's return and exchange policy. The circular envisages a wide range of benefits for the consumer, including those related to warranty. For instance, the warranty of an air conditioner starts from the actual operation of the device or as stated in the agreement between the buyer and seller. It should be written on a document separate from the purchase invoice with the warranty conditions and time stipulated clearly.
The warranty card has to be linked to the purchase invoice through the serial number.
The supplier, according to the circular, has to provide comprehensive warranty for the first year after a purchase, covering labour charges, spare parts, repairs and all other relevant aspects such as gas refilling. The replaced parts should be under warranty for at least six months for durable items and not less than three months for disposable ones from the date of installation.
Regarding the AC's compressor, the circular states that the warranty period should be a minimum of five years, covering repair costs, labour charges, spare parts and gas refilling. If the compressor has to be replaced, the new one should be under warranty for six months or until the original compressor’s warranty expires, whichever comes later.
Due maintenance should be provided by the distributor within a maximum of 48 hours of a customer requesting for it on working days. The customer should also be provided with a detailed price list of the services required and these should be explained to him/her before undertaking any repairs. Accordingly, the approval of the customer should be obtained prior to conducting any repairs, the circular points out.
In addition, a consumer has the right to choose whether to replace a defective AC or take back the price paid in case of the same problem occurring for the third time and despite repairs carried out twice before during the warranty period. This will depend on the type of failure and the duration for which the customer has used the machine.
The circular further details the terms and conditions of replacing a device and getting back the paid sum, which include defects that affect the safety and health of the consumer, or if the machine is not compliant with the approved standards.
Customers have the right to get fair compensation for any harm caused to them or their property by the purchase or use of an air conditioner. However, the warranty could be cancelled if the machine is used in an improper way that does not comply with the operation manual. Other factors include improper installation and unauthorised repairs or modifications made through the addition or removal of spare parts.
Meanwhile, the supplier is required to provide the necessary spare parts for an AC, for at least five years’ duration.
According to the circular, detailed information about an AC should be attached to it when displayed for sale and such information has to be included in the purchase invoice. This has to be provided mainly in Arabic, and, if possible, in any other language.
Any potential increase in the price of air conditioners and related services should be governed by Law No 2 for 1972 on mandatory pricing and fixing profits as well HE the Minister of Economy and Commerce’s Decision No 8 for 2013 .