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Warranties cannot be transferred to new appliances

Monday, April 28, 2014
Guardian Angel

Each week, the Guardian Angel column highlights complaints sent in by you, the consumer, and provides solutions or directs you to the appropriate resource.



Problem: Petit Valley resident David Soverall asked the Guardian Angel to assist with getting the T&TEC Street Light Department to repair non-functioning lights on Morne Coco Road. He said, “A series of street lights have been non-functioning for over three months. Several calls have been made to the street light trouble phone number (800-2852) without any success. 



“I personally made over ten calls and for about eight of these, I received a recorded message saying that the message machine was full and requesting me to call back.” Mr Soverall said he was able to leave detailed messages on two occasions and T&TEC workers called to confirm the location and get directions but the lights still aren’t working. He said his neighbours, who also made several calls to report the problem, had similar experiences.



Solution: The T&TEC Street Light Department in Gasparillo was contacted and the lights in Mr Soverall's area should be repaired within the week.



Problem: Ms Joanne Gloudon-Asson said, “I purchased a twin tub washing machine from the High Street branch of Standards in December 2012. At the same time I paid additional money for a three-year warranty until December 2015. “By January 2014 the spin dryer ceased to function. After several weeks of trying to get one of their service people to visit to check on the appliance, as I am only available at home on a Saturday morning, I finally made contact.”


She said the first serviceman didn’t have the part and a week later another crew took the machine for servicing. Ms Gloudon-Asson said she was told the part was unavailable and was offered a newer version of the same machine but with no warranty. She said as she would have to pay again if she wanted the warranty, “I immediately refused and told them I wanted the remaining 22 months on my warranty, if I was getting back the same washer.”


Ms Gloudon-Asson said, “Their last offer to me is 12 months, which I am still refusing because it is not my fault that the washer part cannot be sourced or they are selling faulty goods.



Solution: Standards said the customer was offered a refund for her Platinum Protection Warranty (free parts and labour for two years) and an exchange. However, Ms Gloudon-Asson refuses to accept this offer and she wants the “time” left on her old warranty to be transferred to the new appliance. The Consumer Affairs Division was contacted to shed some light on the matter of warranties and Ms Gloudon-Asson’s request.


The division said washing machines at Standards come with a one-year manufacturer’s warranty. In the case of Ms Gloudon-Asson, she purchased an additional warranty for two years, which kicked in after the manufacturer’s warranty ended. In T&T, there are no provisions in law for warranties to be transferred to another appliance and in fact, it is an industry standard that if the appliance is replaced, a new warranty must be purchased if the customer requires such protection. 



Even as you’re encouraged to take the appropriate routes for addressing your complaints, the Guardian Angel is here to assist you. You can send the Guardian Angel an e-mail about your problem and what steps you took to deal with the matter. The Guardian Angel looks forward to hearing from you and bringing some relief to your problems. E-mail her at [email protected]


Please include your name, address and telephone number as we’ll need them to follow up with you.


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