Faulty products, warranties and product safety reports

Skills you'll practise

• Take a fault report that records the symptom, model, serial or batch, purchase date and how the product was used
• Ask about safety first and route any safety concern to the product safety team the same day
• Distinguish a manufacturer's warranty from statutory consumer rights, using the UK and US examples
• Read a warranty document for period, coverage, remedy, exclusions and claim requirements
• Check whether a customer's product is in a recall range and explain the recall remedy plainly
• Spot a pattern of similar fault reports and pass it to the right team with case references

Course outline

1. 1.Faulty products, warranties and safety reportsVideo · 2 min
2. 2.Taking a fault report someone can act onLesson · 15 min
3. 3.Warranties and legal rights are different thingsLesson · 17 min
4. 4.Safety reports, regulators and recallsLesson · 18 min
5. 5.Faulty products, warranties and product safety reports: knowledge checkKnowledge check · 20 questions
6. 6.Faulty products, warranties and product safety reports: practical exerciseKnowledge check · 1 question
7. 7.A charger that got too hotScenario
8. 8.Final exam11 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• Consumer Rights Act 2015, section 19: consumer's rights to enforce terms about goods (UK example)
• Consumer Rights Act 2015, section 22: time limit for short-term right to reject (UK example)
• Consumer Rights Act 2015, section 24: right to price reduction or final right to reject (UK example)
• FTC: Businessperson's Guide to Federal Warranty Law (Magnuson-Moss Warranty Act, US example)
• CPSC: Duty to Report to the CPSC: Your Rights and Responsibilities (Section 15(b), US example)
• SaferProducts.gov: CPSC's public database for reporting and searching unsafe product reports (US example)
• Office for Product Safety and Standards (UK example): product recalls, alerts and local Trading Standards
• Your organization's service procedures, policies, authority limits and escalation paths
• General customer service and field service practice (starter content; needs subject review)