Return policies and warranties are not necessarily the same
in Mexico as they are in Canada and US.
When purchasing furniture or any large item, always ask to see both
policies. Reputable retailers have no
problem providing this information. In
Mexico, legally binding agreements are those in writing and Spanish. English is only for courtesy.
Upon delivery, always unwrap and carefully inspect the item
before you sign shipping receipts. Do
not let delivery people pressure you to sign quickly. Once you have signed, it means you accept the
article as is. If there is damage or it
is incorrect, contact the retailer immediately.
If you cannot reach them, tell the shipper to take it back. Once you sign for the article, you will have
little if any recourse.After you have signed for the item, any problems that arise
are considered warranty issues. Most
warranties cover defaults in materials and manufacturing for a limited
period. Warranties are the
responsibility of the manufacturer, not the retailer. If the retailer assists, it is a courtesy,
not an obligation. Manufacturers prefer
to repair rather than replace items and use third-party companies to handle
warranty repairs. There is no legal
obligation for the manufacturer to rectify the issue promptly during the
warranty period. The promptness and
ability of their third-party repair company to fix the problem vary depending
on the quality of their employees. Some manufacturers
conduct regular training and testing.
Most do not which means the service is often lacking in promptness and
ability to diagnose and fix the issue.
In Mexico, should you have an issue with your dishwasher or
washing machine for example, and you have a renter coming in two days, be
prepared with a backup plan. As with
most warranty work, it can take weeks or months to resolve. A call to the retailer most often results in
them telling you to contact the manufacturer.
Calling the retailer or manufacturer repeatedly and in anger
can make the issue worse. There is an
unwritten code that complainers should wait even longer as a life lesson.Threatening to make a call to PROFECA (Procuraduría Federal
del Consumidor) will not get you much further.
PROFECA is a conciliation based service.
Their focus is to get the two parties together to work out an amicable
solution. It is not a legal body, so
there are no penalties should talks break down.
The time frame to work an issue through PROFECA will often take longer
than waiting for the third party repair company.
Should you decide to pursue a legal route, be prepared for a
long wait and legal costs often more than what it cost to purchase.
My advice? Always
inspect your purchases before signing the shipping receipt. For the issues that arise, resolve them with
friendliness and be prepared with a lot of patience and a backup plan.
Buying a condo?
for a complimentary furniture checklist from Solutions Mexico.