2015.02.09

Right to a new complaint deadline

A consumer buys a product in a store. The product has since been serviced four times over five years. The consumer therefore wants to cancel the purchase, as he no longer believes he has confidence in the product.

The company has determined that this product had four different types of defects. The first defect was remedied during the warranty period. Defects two and three were remedied during the complaint period. The defect that has now arisen after the complaint period has nothing to do with previous defects and the customer is therefore not entitled to complain about defects in accordance with the Consumer Sales Act.

ARN has determined that the consumer shall be entitled to a new complaint period to complain about an identical defect on a replaced or repaired unit. For all other defects, the date of purchase applies. ARN therefore rejects the consumer's claim.