Services: guarantees and warranties
The Sale of Goods and Supply of Services Act 1980 refers to guarantees in the context of goods but doesn't refer to guarantees of service.
Therefore much of the time guarantees are about goods provided in the course of a service rather than the service itself.
However, some businesses provide guarantees to customers about supply commitments. For example, some telephone companies will give you credit on your next bill if you are without the service for more than a stated minimum time.
- Remember that you may need to notify the business in a particular way or within a timeframe for the guarantee to operate
- Also, many companies now have customer charters that guarantee the timeframes for complaint handling
If a service involves the supply of products and any of these turn out to be faulty or unsatisfactory, the service provider has obligations and you have statutory rights under your contract.
But you have additional entitlements if the products come with a manufacturer's guarantee. The guarantee applies to anyone who possesses the goods during the lifetime of the guarantee.
And just as with manufacturers' guarantees, if the supplier gives a written guarantee for the work, this is also legally binding.
After-sales
A supplier who promises you spare parts or an after-sales service can be held to that promise.
Under consumer law, they have given an "implied warranty".
The spare parts and after-sales service should be available for the specific amount of time that they originally promised you (or for "a reasonable period" if they didn't specify that amount).
What to do
Keep guarantees in a safe place. If a builder has done work on your home, for example, you should also ask them for the guarantee documentation relating to materials used in the work.
If you have a product with a manufacturer's guarantee and you yourself bought it, remember that you still have your consumer rights, and you should consider returning the product to the shop where you bought it.
If your service supplier bought it, you can't return the item to the shop but you can still ask the manufacturer for your entitlements.
Warranties and new homes
If you are buying a newly-built home, you may be offered a warranty such as HomeBond or Premier Guarantee.
These schemes run for several years after the home is built and cover serious structural problems, some types of leaks, and protection if the builder goes bust before completion.
If you are covered by one of these schemes, find out your entitlements in the warranty's terms and conditions.
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