APPLiA and ARN

Within our industry segment, approximately 8,000,000 household appliances are sold annually. ARN examines cases where consumers complain during the 3-year complaint period (in accordance with the KKL) but also cases where the consumer has received an extended warranty. In itself, this means that approximately 25,000,000 - 30,000,000 products each year could become an ARN case.

ARN is divided into departments and products/services within APPLiA's industry segment are handled by the Electrical Department at ARN. The Electrical Department reviews virtually all consumer products that rely on electricity or batteries, as well as subscription services. The Electrical Department handles just over 2,000 cases a year, of which approximately half are reviewed by the board and the remainder are processed as service decisions. 10-20 percent of the cases reviewed by the board result in approval or partial approval for the consumer. In the vast majority of cases, the consumer's claims are rejected.

Of the more than 2,000 cases, fewer than 10 percent are related to our industry. This means that we have around 200 cases in ARN annually and the figures for our industry are slightly below the average for approval or partial approval. The implication of this is that approximately 1 case per month leads to approval or partial approval for the consumer when breaking out our segment. In most cases where the consumer is right, it is rarely due to a technical defect in the product, so-called original fault. All too often it is because the trader has not documented service measures, failed to attach documents or has not responded to any of the consumer's claims.

Objectively, I can state that we are an industry that has good routines and skilled employees who handle customer problems in an exceptionally good way. You are good at solving the problems that arise and of course you also solve several matters such as goodwill and service.

Matts Spångberg, CEO APPLiA

Industry terms