Appliance Warranty Claims Guide

When your refrigerator stops cooling two months after purchase or your washing machine floods your laundry room during the warranty period, you have powerful legal protections. The Magnuson-Moss Warranty Act—a federal law enforced by the FTC—gives consumers enforceable rights against manufacturers and retailers who fail to honor their warranty obligations. This comprehensive guide explains your warranty rights, how to document your claim, and the step-by-step process for obtaining repair, replacement, or a full refund.

The Legal Framework: Magnuson-Moss Warranty Act

The Magnuson-Moss Warranty Act (15 U.S.C. § 2301-2312) is the primary federal law governing consumer product warranties. Enacted in 1975, it doesn't require manufacturers to offer warranties, but when they do, the law establishes minimum standards and consumer remedies.

What the Act Requires

• Full disclosure: Warranties must be clearly written in plain language and made available before purchase
• Designation: Written warranties must be labeled "Full" or "Limited" warranty
• No disclaimer of implied warranties: If a manufacturer offers any written warranty, they cannot disclaim implied warranties
• Remedies for breach: Consumers can sue for damages plus attorney's fees if the manufacturer fails to honor the warranty
• FTC enforcement: The Federal Trade Commission has authority to enforce warranty requirements

Full vs. Limited Warranties

Full Warranty	Limited Warranty
Must repair within reasonable time at no charge	May require consumer to pay labor, shipping, or other costs
No unreasonable duties imposed on consumer	May require consumer to ship product to service center
After reasonable repair attempts, consumer gets refund or replacement	May offer only repair, not replacement or refund
Coverage extends to subsequent owners during warranty period	May limit coverage to original purchaser only
Cannot limit duration of implied warranties	May limit implied warranty duration to written warranty period

Types of Warranties That Protect You

Express Warranties

Express warranties are explicit promises made by the manufacturer or seller. They can be created through:

• Written warranty documents: The formal warranty card or booklet included with the appliance
• Advertising claims: Statements like "guaranteed for 10 years" or "will not rust"
• Sales representations: Promises made by salespeople about product performance
• Product descriptions: Specifications and features listed in marketing materials
• Samples or models: If you purchased based on a demonstration model, the product must conform

Implied Warranties

Even without a written warranty, state law creates implied warranties that protect consumers:

• Implied warranty of merchantability (UCC § 2-314): The product must work as expected for its ordinary purpose. A refrigerator must keep food cold; a dishwasher must clean dishes.
• Implied warranty of fitness for a particular purpose (UCC § 2-315): If you rely on the seller's expertise to select a product for a specific use, it must be suitable for that purpose.

Common Appliance Warranty Disputes

Manufacturer Denial Tactics

Manufacturers commonly deny warranty claims using these arguments:

• "User error" or "misuse": Claiming the consumer caused the damage through improper use
• "Normal wear and tear": Characterizing defects as expected deterioration
• "Unauthorized repair": Voiding warranty because a non-authorized technician performed service
• "Commercial use": Claiming residential warranty doesn't cover home business use
• "Cosmetic damage": Refusing to repair functional defects that also have cosmetic issues
• "Registration required": Denying claims because the warranty wasn't registered
• "Proof of purchase required": Demanding original receipt when credit card statements should suffice

Appliance-Specific Issues

Appliance Type	Common Defects	Average Repair Cost
Refrigerator	Compressor failure, ice maker defects, temperature control issues	$200-$600
Washing Machine	Bearing failure, control board issues, drum problems, mold	$150-$500
Dryer	Heating element failure, thermal fuse, motor issues	$100-$400
Dishwasher	Pump failure, control panel defects, door latch issues	$150-$400
Range/Oven	Igniter problems, thermostat defects, control board failure	$100-$500
HVAC/AC Unit	Compressor failure, refrigerant leaks, fan motor defects	$300-$1,500

Extended Warranty and Service Contract Issues

Extended warranties (also called service contracts or protection plans) are separate contracts from manufacturer warranties. They're regulated by state insurance laws and the FTC.

Common Extended Warranty Problems

• Claim denials: Finding exclusions in fine print to deny coverage
• Repair delays: Taking weeks to schedule service appointments
• Repeated repairs: Fixing the same problem multiple times rather than replacing
• Depreciation deductions: Paying only depreciated value rather than replacement cost
• Company insolvency: Warranty company going out of business
• Cancellation difficulties: Making it hard to cancel and get prorated refunds

Step-by-Step: Filing a Warranty Claim

1. Document the defect: Take photos and videos of the problem. Record error codes, unusual sounds, or visible damage. Note when the problem first appeared and any patterns.
2. Gather purchase documentation: Locate your receipt, credit card statement, warranty registration, and any warranty documents. Most manufacturers accept credit card statements as proof of purchase.
3. Review warranty terms: Read the full warranty to understand coverage, exclusions, and claim procedures. Note the warranty period and what remedies are offered.
4. Contact customer service: Call the manufacturer's warranty line. Get a claim number and document the date, time, representative name, and what was promised.
5. Follow up in writing: Send an email or letter confirming your call and the promised resolution. Keep copies of all correspondence.
6. Allow repair attempts: Most warranties require giving the manufacturer a reasonable opportunity to repair. Document each repair visit, what was done, and whether it fixed the problem.
7. Escalate if needed: If repairs fail or are delayed, escalate to a supervisor. Request a replacement or refund if the product cannot be fixed.
8. Send a formal demand letter: If the manufacturer refuses to honor the warranty, send a written demand letter citing the Magnuson-Moss Warranty Act.
9. File complaints: Report violations to the FTC, your state attorney general, and the Better Business Bureau.
10. Consider legal action: Small claims court handles most appliance disputes. The Magnuson-Moss Act allows recovery of attorney's fees in federal court.

Calculating Your Damages

When pursuing a warranty claim, you may be entitled to recover:

• Repair or replacement cost: The cost to fix the appliance or provide a new one
• Refund: Full purchase price if repairs fail or are unreasonable
• Consequential damages: Food spoilage from refrigerator failure, water damage from washing machine leaks, hotel costs during HVAC breakdown
• Incidental damages: Shipping costs, phone calls, time off work for repair appointments
• Attorney's fees: Under Magnuson-Moss, prevailing consumers can recover attorney's fees in federal court

Refund Calculations

If you're entitled to a refund, the manufacturer may try to deduct for "use." However:

• Full warranties generally require a full refund after reasonable repair attempts fail
• Some states prohibit use deductions during the warranty period
• Any deduction must be reasonable and disclosed in advance

Filing Regulatory Complaints

Federal Trade Commission (FTC)

The FTC enforces the Magnuson-Moss Warranty Act and can take action against manufacturers that systematically violate warranty obligations.

• File online: reportfraud.ftc.gov
• By phone: 1-877-FTC-HELP (1-877-382-4357)
• What to include: Company name, product model, purchase date, warranty terms, claim history, and how the company violated the warranty

State Attorney General

Your state AG's consumer protection division handles warranty complaints and can take enforcement action under state unfair trade practices laws.

Better Business Bureau (BBB)

While the BBB has no enforcement power, many manufacturers respond to BBB complaints to maintain their rating. File at bbb.org.

Small Claims Court for Appliance Disputes

Most appliance warranty disputes fit within small claims court limits, making it an accessible option for consumers.

State	Small Claims Limit	Filing Fee Range
California	$12,500	$30-$75
Texas	$20,000	$50-$100
Florida	$8,000	$55-$300
New York	$10,000	$15-$20
Illinois	$10,000	$50-$75

What to Bring to Court

• Original receipt or proof of purchase
• Warranty documents
• Photos and videos of the defect
• Repair records and invoices
• All correspondence with manufacturer
• Evidence of damages (spoiled food receipts, water damage estimates, etc.)
• Your demand letter and any response

Demand Letter Strategy for Warranty Claims

A well-crafted demand letter often resolves warranty disputes without litigation. Your letter should include:

• Product identification: Model number, serial number, purchase date, and retailer
• Problem description: Detailed explanation of the defect and when it appeared
• Warranty citation: Quote the specific warranty provision that covers your claim
• Repair history: Timeline of all repair attempts and their failures
• Legal basis: Reference the Magnuson-Moss Warranty Act (15 U.S.C. § 2301)
• Specific demand: State exactly what you want—repair, replacement, or refund amount
• Deadline: Give 14-30 days to respond
• Consequences: State that you'll pursue legal action and seek attorney's fees if not resolved

Frequently Asked Questions

Can I get my warranty voided for using non-authorized repair services?

No. Under the Magnuson-Moss Warranty Act, manufacturers cannot require you to use only their authorized service centers or parts unless they provide those services for free. The FTC has specifically ruled that "warranty void if removed" stickers are illegal. However, if a non-authorized repair causes new damage, the manufacturer may not cover that specific damage.

The manufacturer says I have to go through arbitration. Is this true?

Many warranties include arbitration clauses. Under Magnuson-Moss, manufacturers can require you to use an informal dispute resolution process before suing, but only if it meets FTC standards. However, arbitration decisions under Magnuson-Moss are not binding on the consumer—you can still sue if you disagree with the outcome.

My appliance failed after the warranty expired. Do I have any recourse?

Possibly. If the appliance failed shortly after the warranty period due to a defect that existed during the warranty period, you may still have a claim. Additionally, implied warranty of merchantability may extend beyond the written warranty in some states. Some manufacturers also offer goodwill repairs for known defects.

Can I return the appliance to the retailer instead of dealing with the manufacturer?

For problems within the retailer's return period (typically 15-90 days), return to the store is usually your best option. After that, the manufacturer's warranty typically governs. However, the retailer may still be liable under implied warranty of merchantability as the seller.

What if the manufacturer offers a "lemon" replacement but wants the original back?

This is standard practice. If you accept a replacement, you'll need to return the defective unit. Before returning it, document its condition thoroughly with photos and videos. Get written confirmation of the replacement terms.

My extended warranty is from a third party, not the manufacturer. Who do I pursue?

Extended warranties are separate contracts with the company that issued them. File claims with the warranty administrator listed in your contract. If they deny coverage unfairly, you can sue them for breach of contract. Note that third-party warranty companies are regulated by state insurance departments, so you can file complaints there as well.

Can I sue for attorney's fees in warranty cases?

Yes, but only in federal court. The Magnuson-Moss Warranty Act allows prevailing consumers to recover attorney's fees if they sue in federal court. However, federal court has a $50,000 minimum claim requirement (or $10,000 minimum for 100+ claimants in a class action). For smaller claims, small claims court is more practical, but you cannot recover attorney's fees there.

Key Resources

• FTC Warranty Information: consumer.ftc.gov/articles/warranties
• Magnuson-Moss Act Text: 15 U.S.C. § 2301-2312
• FTC Pre-Sale Availability Rule: 16 CFR Part 702
• Report Fraud: reportfraud.ftc.gov
• State Consumer Protection Offices: usa.gov/state-consumer