Saudi ministry clarifies consumer rights for defective products under warranty
The Ministry of Commerce outlined steps consumers can take if a product is faulty during the warranty period, including filing complaints if agents do not respond.
The Saudi Ministry of Commerce has provided details on how consumers can protect their rights when a product is defective under warranty. In response to a query on the ministry's official X account, the government body clarified the steps consumers can take if they encounter a manufacturing defect in a product during its warranty period.
A case was cited where a portable router experienced a malfunction, and upon requesting a replacement, the consumer received a non-portable home device instead, leading to a complete service outage. Furthermore, the consumer reported that attempts to contact the service provider via WhatsApp, phone calls, or the application's complaint system were unsuccessful.
The ministry has confirmed that consumers possess the right to seek repairs from the agent if a product has a manufacturing defect or fault while still under warranty. If the agent does not respond to such requests, the ministry advised consumers to file a report via the "Commercial Report" app, ensuring that all relevant details about the product, service provider, and the complaint are included.
The Ministry of Commerce stressed the importance of using official channels designated for submitting reports and complaints, aiming to ensure a swift resolution to these issues.
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