Warranty repairs: what to record so a dispute is easy to settle

Warranty disputes usually come down to one problem: nobody remembers exactly what was done and when. The fix is to write it down at the time.

Record everything at intake

Device, serial number, visible damage and the problem as the client describes it. If the case is already scratched when the device comes in, write that down before the client leaves. Two minutes at the counter can save a long argument later.

Record exactly what you replaced

Your warranty covers what you did: the parts you fitted and the work you carried out. So every job needs a list of which part went in, what work was done, on which date and at what price. The list also shows where your warranty ends: if the battery fails after you replaced the screen, your warranty on the screen does not cover it.

Know the terms and print them on the ticket

In Latvia the Consumer Rights Protection Law gives consumers two years to claim when goods or a service do not conform to the contract, and a repair is a service. A warranty you give yourself is an extra promise on top of that: it can be longer or cover more, but it cannot reduce the client’s statutory rights. Write your terms down and make sure the client sees them when they collect the device. Other EU countries have similar rules, so check the ones that apply to you.

How ReactDesk helps

• Each job has a warranty period in days, with a default you set in Settings. It shows on the ticket and on the client’s status page, and after payment, so does the date it runs until.
• A warranty repair can be opened from the original job, so it is linked to it and free of charge for the client.
• The client card shows their jobs and purchases: what was done, when and for how much.
• The printed ticket carries your terms text, so the client takes the conditions home.

When a client does come back under warranty, open the job, check what was replaced and when, and decide. With the facts in front of you, the conversation is short.