Failures, Complaints and Official Sources
AC or geyser warranty claim rejected? Common reasons and what to do in India
Why brands refuse AC compressor, PCB or geyser tank warranty claims in India, which refusals you can challenge, and how to escalate with evidence to NCH and e-Jagriti.
AC and geyser warranty claims in India are most often refused for one of these reasons: installation by an unauthorised person, warranty not registered within the stated time, damage attributed to voltage fluctuation, physical or water damage, missing invoice or serial number mismatch, the part being outside the covered list (for example plastic parts or the remote), or the period having expired for that component. Some refusals are valid under the warranty terms; others are not, or are used loosely. Ask for the reason in writing, compare it with the warranty card you received, collect evidence, and escalate to the National Consumer Helpline (1915) and, if needed, a consumer complaint on e-Jagriti.
Part of AC or geyser problem: which official route to use. This is general information, not legal advice.
How AC and geyser warranties are usually structured
Terms differ by brand and model. Typical structure:
| Component | Common pattern | Check on your card |
|---|---|---|
| Whole unit | A standard period from the date of purchase or installation | Start date: invoice or installation? |
| Compressor (AC) | Often a longer period than the whole unit | Parts only, or parts and labour? Gas included? |
| PCB / inverter board | Sometimes a separate extended period | Conditions such as stabiliser use |
| Condenser coil, gas charge | Varies | Whether gas top-up is covered |
| Geyser tank / inner container | Often longer than the element and thermostat | Conditions about water quality, pressure, installation |
| Element, thermostat, valve | Often shorter | Wear parts may be excluded |
A longer compressor warranty usually covers the compressor part only. Labour, gas and other parts may be charged. Read the small print.
Common refusal reasons and how to respond
| Refusal reason | Can you challenge it? | What to show |
|---|---|---|
| "Installed by unauthorised technician" | Weak if the brand's own partner installed it | Installation job sheet, brand's job number, SMS confirmation |
| "Warranty not registered" | Ask whether registration is a stated condition on the card; often the invoice is enough proof of purchase | Invoice, any registration SMS or email |
| "Voltage damage, not covered" | Ask for the technician's report and test results; not every PCB failure is voltage | Your area's voltage history, stabiliser receipt if used, other appliances unaffected |
| "Physical damage / rust" | Depends on facts; coastal corrosion may or may not be excluded | Photos, location, whether anti-corrosion was advertised |
| "Part not covered" | Valid if the card clearly excludes it | The card's wording |
| "Period expired" | Check whether the period runs from installation rather than purchase | Invoice and installation dates |
| "Serial number mismatch" | Ask the brand to check its records; mismatches can be data errors | Photo of the serial plate, invoice |
| "Gas leak due to installation" | If the brand's own installer did it, press for repair | Installation records |
When the dispute is really about how the unit was fitted, the installation mistakes guide explains the usual faults; when it is about a gas top-up you were asked to pay for, see gas refill overcharging.
Your rights beyond the warranty card
The warranty is a contractual promise by the manufacturer. Separately, the Consumer Protection Act, 2019 covers defects in goods and deficiency in services, and has a chapter on product liability, under which a product manufacturer, seller or service provider can be liable for harm caused by a defective product in the situations the Act describes. A unit that fails repeatedly soon after purchase may be argued to be defective even if the brand says a part is "not covered". The Sale of Goods Act, 1930 also implies conditions of merchantable quality in many sales. A consumer commission decides on the facts.
Step-by-step escalation
- Ask for the refusal in writing, with the technician's report.
- Write back quoting the warranty card clause and your evidence. Ask for repair within, say, 15 days.
- Escalate to the brand's grievance or nodal officer listed on its website.
- Register with NCH (1915 or online), giving all complaint numbers.
- File on e-Jagriti at the District Commission if unresolved. See consumer complaint on e-Jagriti.
Illustrative claim value
| Item | Amount (illustrative) |
|---|---|
| Compressor replacement quoted outside warranty | ₹12,500 |
| Gas charge and labour | ₹3,000 |
| Service visit fees already paid | ₹800 |
| Cost of a portable fan or rented cooler during the 3-week dispute | ₹1,500 |
| Total claimed | ₹17,800 |
A commission may order repair or replacement, refund, compensation and costs. It decides what is reasonable; claims should be supported with bills.
Evidence to keep from the day you buy
- Invoice (with serial number) and warranty card
- Installation job sheet from the brand's partner (checklist)
- Registration confirmation
- Service records and bills, including AMC (AMC guide)
- Photos of the label, serial plate and outdoor unit
- Every complaint number, SMS and email
Extended warranties
Extended warranties are sold by brands, retailers and third-party providers. Before buying one, check who is the provider, what exactly is covered, whether there is a claim limit or deductible, and how claims are made. A third-party plan may require you to go through a different service network. Disputes with the provider follow the same consumer route.
FAQ
The brand says the 10-year compressor warranty does not cover gas. Is that allowed?
If the warranty card clearly says compressor part only, the brand can charge for gas and labour. Check the exact wording you received at purchase.
Can a brand refuse warranty because I did not buy its stabiliser?
Only if the warranty terms require a stabiliser or exclude voltage damage. Ask for the clause.
What if the brand keeps "repairing" without fixing the fault?
Repeated failure of the same fault is strong evidence. After repeated repairs, ask in writing for replacement or refund.
Sources
- National Consumer Helpline — 1915 and online grievance
- e-Jagriti — consumer complaints
- Department of Consumer Affairs — Consumer Protection Act, 2019
- India Code — Consumer Protection Act and Sale of Goods Act texts
