When is the seller responsible for a defect in the item, and how can the defect be compensated for? How to process complaints in an appropriate manner that satisfies both parties?
The Warranty Assistant developed by the Finnish Competition and Consumer Authority assists sellers to determine whether the seller is responsible for a defect in the item and how the defect can be compensated for.
The Assistant’s purpose is to help sellers in resolving practical situations in particular. The Warranty Assistant guides the seller in estimating an appropriate compensation when a consumer reports a defect in a device they have purchased.
The online tool helps considering situations in which the warranty is no longer valid or the warranty period has expired, and the consumer bases their appeal on the statutory liability for defects – for example, the purchased device’s life turned out to be shorter than expected, or a manufacturing defect was observed in the device.
The Assistant helps the seller to quickly form a clear picture of the company’s liabilities. In addition, the Assistant provides support if the consumer’s claim seems unreasonable.
The Warranty Assistant also applies to training salespersons both within a company or in an educational institution.
For more information on handling consumer relations
- Warranty Assistant. Use the Warranty Assistant when it is unclear whether the seller is responsible for a defect in the item and how the defect can be compensated for. Please provide feedback so that we can develop the service.
Familiarise yourself with the basics on the FCCA’s website:
Gain in-depth insight by reading the Consumer Ombudsman’s guidelines:
Consumer legislation advice