Get What You Need From a Warranty

The mattress with the longer warranty is probably a better value. But that’s not always a sure bet, in part because how “lifetime” is defined may be up to individual manufacturers. “Often it means as long as the buyer owns the product.” Brasler says, “But sometimes it means a period of time that the manufacturer states the product should reasonably be in service.” So if a mattress or appliance manufacturer discontinues a product or stops making parts for it, it may consider the lifetime to have ended.

It’s possible. First, do a quick online search using the brand name of the product and the problem (“vacuum has no suction”). You may find that certain parts are under a recall or that the manufacturer will replace them on request because a number of other consumers have had similar issues.

Even if no such information comes up, call the manufacturer’s customer service department (or ask the retailer to help connect you with someone there) and clearly describe the problem. While the company no longer has a legal obligation to you, some will extend coverage or offer discounted repairs or a new product as an expression of goodwill. Certain manufacturers—typically those that make high-end products, such as Le Creuset, Orvis, and Patagonia—seem to have robust customer service. Le Creuset, for example, promises to replace defective cookware and give you a piece of equivalent value if the product is no longer being made.

And if you bought the item with a credit card, check with your card issuer. Many offer warranty protection, typically adding another year to the original warranty.

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Warranties should spell out actions that can void your coverage, such as failing to maintain a product the way the manufacturer specifies—like putting the wrong type of detergent in your dishwasher.

But while some companies may claim that using “out of network” servicers or parts voids their warranty, in most cases this is illegal under provisions in the federal Magnuson-Moss Warranty Act. “Manufacturers can control where you get free, in-warranty repairs, but they can’t dictate where or whether you have your product serviced otherwise,” Brasler says. (And be aware that states are beginning to pass right-to-repair laws, which may be of additional help.)

Tell the manufacturer it’s legally required to cover you unless it can prove that an aftermarket part (or outside repair person) caused the problem, says Nathan Proctor, senior director of the Right to Repair campaign at PIRG, a public interest advocacy group. You can also report the company to the Federal Trade Commission, your state’s attorney general’s office, and the Better Business Bureau, says Laurel Lehman, a policy analyst with Consumer Reports.

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In most cases, extended warranties are a bad deal for consumers and a big moneymaker for retailers. One survey found that almost half of people who purchased goods worth more than $500 bought an extended warranty along with it. In 2019 the extended warranty market in the U.S. was worth almost $50 billion, and it’s likely to keep rising.

Most extended warranties are really service contracts, where you pay a fee ahead of time and then get free or discounted repairs if the product fails after the manufacturer’s warranty expires. They may have more restrictions on the types of problems or repairs they cover, Brasler says. And repairs or replacement might not be very speedy.

Plus, retailers often have third parties facilitate these warranties and handle repairs, says Erin Witte, director of consumer protection at the Consumer Federation of America, so it’s key to understand what party you’re entering into an agreement with. And the warranty may duplicate coverage you already have through your credit card.

In many cases, Schmitz says you’re better off putting some cash into an emergency fund rather than paying for a service contract you might never use. That’s especially likely with smaller, less expensive items. But your decision may also depend on how complex a product is or who’s using it. If you’re buying a laptop for a teen who’s hard on possessions, an extended warranty might be worth the peace of mind.

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You may be able to download a copy of the warranty from the manufacturer’s website. Otherwise, contact the customer service department and give it the information you have, such as the model or product number and date of purchase. Even if you don’t have those, the retailer may be able to help.

And if you never registered your product, don’t sweat it. Doing so isn’t necessary for your warranty to be in effect. But registering does give the manufacturer the ability to contact you in case of a product recall, where repairs or replacement could be covered even after a warranty expires. (Of course, it’s always wise to keep your warranty, product serial numbers, and receipts in a convenient spot at least until the warranty period has ended, even if mostly for your own comfort.)

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Is it within the return window? Ask the retailer to exchange the faulty pair for a new one. Outside of that, gather documents like receipts, and if you can, take a photo or video that shows the problem. Email all of this to the manufacturer’s customer service department one more time, along with a description of the issue. That gives you a written record.

Then call the customer service line, and if the first person you talk to isn’t helpful, ask for a supervisor. If you still get nowhere, consider posting something about the problem on the manufacturer’s Facebook, Twitter, or other social media asking for help. Many companies have a separate customer service team dedicated to responding to social media posts, and they may be more responsive and eager to make you happy, Schmitz says.

Your credit card company may also help you score a chargeback— but only if you’ve already tried to remedy the situation directly with the manufacturer. Your written record will come in handy here.

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