Amman - A surge in complaints has exposed significant flaws in the warranty and maintenance contracts of electrical appliances in Jordan, with 164 grievances filed with the Ministry of Industry, Trade, and Supply’s Consumer Protection Directorate since the start of this year.
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Many consumers have reported being charged fees under terms such as "inspection," transportation, or fault diagnostics, even when requesting repairs for appliances that are still under warranty.
These additional costs, which are not specified in warranty contracts, have sparked concern among consumer rights advocates, who warn that they unfairly burden buyers.
Dr. Mohammad Obeidat, head of the Consumer Protection Association, revealed that the organization receives daily complaints from citizens about companies and retailers failing to provide spare parts, evading post-sale service obligations, or refusing to issue proper warranties with appliance identification numbers.
In some cases, sellers claim that a purchase invoice suffices as a warranty, particularly for durable goods.
"These practices are a clear violation of consumer rights," Obeidat said, calling on regulatory bodies to step up efforts to protect consumers from such abuses.
He further criticized current legislation, which he said does not adequately safeguard consumers, and called for reforms to ensure a fairer balance between buyers and sellers in the electrical appliance sector.
Obeidat also pointed to some companies that deny responsibility for manufacturing defects, instead blaming users for faults, or delaying repairs until warranties expire, leaving customers without recourse.
He advised consumers to insist on manufacturer warranties and detailed tax invoices that clearly outline product origins, materials, warranty periods, and terms of coverage when purchasing electrical appliances, furniture, or other durable goods.
Hatem Al-Zoubi, who represents the electrical and electronics sector at the Jordan Chamber of Commerce, acknowledged the issues but stressed that many reputable brands honor their warranties fully.
He urged consumers to carefully evaluate warranties and maintenance agreements before making purchases, ensuring they understand the benefits offered by different retailers.
"Some companies charge fees for inspections or transportation when servicing appliances, but these are not repair costs and are often considered part of the warranty itself," Al-Zoubi explained, advising consumers to read warranties thoroughly and propose additional terms if needed to safeguard their rights.
The Ministry of Industry, Trade, and Supply’s spokesperson, Yanal Al-Barmawi, said the Consumer Protection Directorate investigates complaints and attempts to mediate disputes. If a resolution cannot be reached, penalties may be imposed on non-compliant businesses.
Al-Barmawi noted that Jordan’s Consumer Protection Law No. 7 of 2017, alongside the 2023 Consumer Protection Instructions, regulates post-sale services and the provision of spare parts.
Article 5 of the law mandates that suppliers provide maintenance and spare parts either for free or at the consumer’s expense, depending on the nature of the agreement.
The law also covers defective products and breaches of contractual obligations, ensuring that goods meet safety standards, match their advertised features, and deliver the expected results.
He emphasized that misleading advertisements, which can include false or incomplete claims about a product’s quality, composition, or origin, are prohibited under Article 8 of the law. The legislation also prohibits the sale of goods or services that are harmful to consumers’ health or safety.
Jordan’s electrical and electronics sector comprises around 3,000 businesses, according to official estimates.
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