Service warranty at your repair shop: what the law says
The customer picked up the car, paid for the job and, a week later, the problem came back. Is the shop required to redo it? For how long? These questions come up often, and in Brazil they are answered by the Consumer Protection Code. Although many people talk about a “service warranty law,” the rules are in the CDC, which gives consumers the right to complain when a service does not fix what it should. Here is what the law says and how it affects your shop.
What the service warranty is
The service warranty is the consumer's right to seek a remedy when there is a defect or the job was poorly done, meaning they did not get what they paid for. For example: a mechanic replaces the head gasket on an engine that overheated, but when the customer picks up the car, it is still overheating. The original problem was not solved, and the customer is entitled to the warranty.
What the warranty covers
The warranty applies to what was replaced or repaired at the shop. If a new defect appears that is unrelated to the contracted job, it is a new service. To avoid disputes, record in writing, on the work order or in a contract signed by both parties, everything that was done, with details of services and parts.
How it applies
If the job does not meet the expected quality, the consumer can demand that it be redone at no cost, a refund of the amount paid or a proportional price reduction.
What the warranty period is
Article 26 of the Consumer Protection Code (CDC) gives consumers 90 days to complain about apparent defects in durable services and products and 30 days for non-durable services and products. Within that period, they can dispute the job and ask for it to be redone.
How the warranty affects your shop
When something goes wrong, the shop bears the cost of rework: new parts, new products, equipment time and labor. That cost never comes back to the register, so every redone job directly reduces profit.
How to avoid warranty losses
- keep an organized schedule: realistic deadlines prevent rushing, mistakes and conflicts with customers
- confirm the maintenance is needed: charging for work with no real defect can lead to complaints of improper billing
- record the services performed: the history serves as proof, including in court
- keep parts invoices: record the serial number and model of the parts used to prove their origin.
To handle the customer when a problem shows up, see what to do about customer complaints at your repair shop.
Organized records with Onmotor
Having every job's history at hand is your shop's best protection. Onmotor offers repair shop software with six plans to choose from. Talk to our team and learn about the Onmotor system.