How to Win a Warranty Claim When the Company Says No

Companies Bank on You Giving Up

Warranty departments are often designed to frustrate you into abandoning your claim. Long hold times, endless transfers, "policy" excuses—they're hoping you'll give up.

But you have rights, and with the right approach, you can get the repair, replacement, or refund you deserve.

Know Your Rights

Express Warranty

The written warranty that came with your product. Companies must honor what they put in writing.

Implied Warranty of Merchantability

Even WITHOUT a written warranty, products must:

• Work as expected for their intended purpose
• Last for a "reasonable" time based on price and type
• Be free from significant defects

A $1,000 refrigerator should last more than 2 years—even if the warranty is only 1 year.

Magnuson-Moss Warranty Act

Federal law that:

• Requires companies to honor written warranties
• Prevents "warranty void if..." for things like using third-party accessories
• Allows you to sue for warranty violations

State Lemon Laws

Many states have lemon laws for:

• Vehicles (all states)
• Other products (some states)

Check your state's specific protections.

The Warranty Claim Process

Step 1: Document Everything

Before you call:

• Proof of purchase - Receipt, credit card statement, email confirmation
• Product details - Model, serial number, purchase date
• Photos/videos - The defect in action
• Previous communication - Any earlier support attempts
• Warranty terms - What's covered, for how long

Step 2: Contact Customer Service

Opening script:

"Hi, I'm calling about a warranty claim for my [product]. I purchased it on [date] from [retailer] for $[price], and it's having [specific problem]. The serial number is [X]. This is within the [warranty length] warranty period, and I'd like to arrange a repair or replacement."

Get a case number:

"Can I get a case number or reference number for this call? And what's your name?"

Step 3: Escalate if Needed

If the first rep can't help:

"I understand you have limitations. Can you transfer me to a supervisor or someone authorized to handle warranty claims?"

Step 4: Put It in Writing

Email creates a paper trail:

Subject: Warranty Claim - [Product] - [Case Number]

Dear [Company] Customer Service,

>

I am writing regarding my warranty claim for [product], case number [X].

>

Product: [Brand Model]

Serial Number: [Number]

Purchase Date: [Date]

Purchase Price: $[Amount]

Retailer: [Where purchased]

>

Issue: [Clear description of the problem]

>

This product is covered under [your warranty type] for [warranty period], and the issue occurred on [date], which is within the warranty period.

>

I am requesting [repair/replacement/refund] as provided under the warranty terms.

>

Please respond within 10 business days. I have attached proof of purchase and photos of the defect.

>

Sincerely,

[Your name]

[Contact info]

When They Say No

"The Warranty Has Expired"

Your response:

"Under the implied warranty of merchantability, products must function properly for a reasonable time. A $[price] [product] should last more than [actual lifespan]. I'd like to speak with a supervisor about a warranty exception or goodwill repair."

"This Isn't Covered"

Your response:

"Can you show me specifically in the warranty terms where this issue is excluded? I've read the warranty and don't see this exclusion."

"You Voided the Warranty"

Your response:

"Under the Magnuson-Moss Warranty Act, companies cannot void a warranty for using third-party accessories or services unless that specific use caused the defect. How does [what they're claiming] relate to [the actual problem]?"

"We Can Offer a Discount on Repair"

Your response:

"I appreciate the offer, but this is a warranty issue. The product failed during normal use within a reasonable lifespan. I'm requesting a warranty repair or replacement as I'm entitled to, not a paid repair."

Escalation Tactics

Ask for Executive Customer Service

"I've tried to resolve this through regular channels. Can you connect me with executive customer service or provide an email for management?"

Executive Email Addresses

Many companies have executive contacts:

• CEO@company.com
• firstname.lastname@company.com (look up the CEO's name)

A polite but firm email to executives often gets results.

Social Media Escalation

Public pressure works:

• Tweet @CompanySupport with your issue
• Post on their Facebook page
• Mention the specific problem and case number

Keep it factual, not angry.

File Complaints

Better Business Bureau (BBB):

• File at bbb.org
• Many companies respond to BBB complaints to protect their rating

Federal Trade Commission (FTC):

• Report at ftc.gov/complaint
• For systematic warranty violations

State Attorney General:

• Consumer protection division
• Especially for expensive products

Small Claims Court

For significant amounts:

• Filing fee is usually $30-100
• No lawyer needed
• Companies often settle rather than appear

Product-Specific Tips

Electronics (Apple, Samsung, etc.)

• Keep original boxes if possible
• Check for extended warranty via credit card
• Apple: Ask about "out of warranty service exception"
• Document with AppleCare/Samsung Care serial numbers

Appliances

• Check for manufacturer recalls
• Extended warranties often available through credit cards
• Sears, Home Depot, Lowe's often have good warranty processes

Vehicles

• Know your state's lemon law specifics
• Document every repair visit
• After 3-4 attempts at same repair, lemon law may apply

Furniture

• "Lifetime warranty" often has limitations
• Document defects with dated photos
• Fabric/material defects often covered longer

Claim Letter Template

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[Your Name] [Address] [Email] [Phone]

[Date]

[Company Name] Warranty Claims Department [Address]

RE: WARRANTY CLAIM - [Product] - [Case Number if you have one]

Dear [Company] Warranty Department,

I am writing to formally request warranty service for my [Brand Model], purchased on [date] from [retailer] for $[price].

Product Information:

• Product: [Brand and Model]
• Serial Number: [Number]
• Purchase Date: [Date]
• Purchase Price: $[Amount]
• Warranty Period: [Length from documentation]

The Problem: [Clear, specific description of the defect or failure]

This issue began on [date], which is [within/X months within] the warranty period.

My Request: I am requesting [repair/replacement/refund] as covered under the product warranty. Under the warranty terms and the implied warranty of merchantability, this product should function properly for its intended use. What I've Done: [Any troubleshooting or previous contacts]

Please respond within 14 days with instructions for warranty service. I have attached:

• Proof of purchase
• Photos/video of the defect
• Warranty documentation

If this claim is denied, please provide the specific warranty term or clause that excludes coverage, and I will escalate to consumer protection agencies.

Sincerely,

[Your Signature] [Your Printed Name]

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Get Your Custom Warranty Claim Package

Every product and situation is different. For personalized claim letters and scripts:

Generate Your Warranty Claim Package →

Get:

• Custom claim letter for your product
• Phone scripts for customer service
• Escalation email templates
• Your rights based on product type and state

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Companies count on customers giving up. Persistence pays off—literally.