How to write a warranty claim that gets answered

When a product you bought fails, you need to know how to write a warranty claim that gets answered. You do not need to be a lawyer to seek a remedy. The Consumer Guarantees Act 1993 provides a framework for these situations in New Zealand. It requires that goods sold to you are of acceptable quality, fit for purpose, and last a reasonable time given their price and type. If these standards are not met, the retailer is responsible for putting things right.

Structure your claim clearly

To get a result, keep your communication professional and factual. Start by stating clearly what you bought, when you bought it, and the specific fault. If you have used Hey Proofy to store your receipt, you can easily find the purchase date and total. Attach a copy of your proof of purchase to your message. Clearly state what you are asking for, such as a repair, replacement, or refund, depending on the nature of the fault.

What to include in your message

Be specific about the problem. Describe exactly what has gone wrong and how it prevents the item from working as expected. Avoid emotional language. Instead, focus on the facts of the failure. If you have photos or videos of the issue, include them. This evidence helps the retailer understand the situation quickly. If you are sending an email, keep the subject line clear, such as "Faulty product claim - [Product Name] - [Date]".

Understand your rights

Your rights under the Consumer Guarantees Act apply regardless of any manufacturer's warranty. A manufacturer's warranty is a separate, voluntary promise that may offer specific repair or replacement terms. However, the retailer cannot tell you to go to the manufacturer instead of dealing with them. You have the right to seek a remedy directly from the shop where you made the purchase. You can learn more about your rights at https://heyproofy.com/nz/your-rights.

Following up calmly

If you do not receive a response within a reasonable timeframe, send a polite follow-up. Reference your original message and the date it was sent. If the retailer refuses your request, ask for their reasons in writing. If you feel you have been misled or the retailer is not meeting their obligations, you may need to consider further steps, such as contacting the Commerce Commission or the Disputes Tribunal. Keep a record of all correspondence, including dates and the names of people you spoke with.

What to do next

1. Gather your proof of purchase and document the fault with clear photos or a written description.
2. Write a concise message to the retailer stating the issue and the remedy you are seeking under the Consumer Guarantees Act.
3. Keep a copy of all your correspondence and any responses you receive in a safe place, such as your Hey Proofy account, to track the progress of your claim.