2022.09.13

ARN: rejects the customer's claim

The customer purchased a dishwasher in December 2019. In April 2021, the dishwasher indicated an error code that prompted the customer to contact the manufacturer's service according to the user manual. When there was a 3-week waiting period, the telephone support technician guided the customer to perform a factory reset, which did not fix the error and a technician was booked in. The customer requests payment exemption from the invoice for the technician visit.

The seller's technician has determined on site that the customer's incorrect setting of the water hardness caused the error, causing the element to break due to limescale, which is not covered by warranty.

Based on the documents in the case, ARN concludes that the product does not have an original defect. ARN rejects the customer's claim.