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Need to make clear what extended warranties cover

I had an unpleasant encounter with Courts Singapore and a repair company it referred me to recently. I had an HP printer that was faulty, so I sent it in for repairs with the company that Courts had referred me to.

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Violet Lee Tok Ngee

I had an unpleasant encounter with Courts Singapore and a repair company it referred me to recently. I had an HP printer that was faulty, so I sent it in for repairs with the company that Courts had referred me to.

The printer was still under Courts’ one-for-one extended warranty that I had purchased in addition to the usual warranty. From what I understand, the one-for-one extended warranty meant I would be given a printer in exchange for a faulty one if I purchased the extended warranty, as explained to me by the salesman.

After investigating, the repair company told me that the printer was faulty due to an issue with the printer head holder mechanism. But the error message I had seen displayed on the printer had said it was a paper jam error.

The repair company added that this was not included in the warranty, as the printer head holder mechanism was a consumable good. Hence, the one-for-one warranty did not apply.

Now that this has happened, I doubt the reliability of such extended warranties if stores do not need to abide by the terms and conditions of such exchange policies.

Is this how stores honour their extended warranties? How can consumers be made aware of what is or is not covered by the extended warranty?

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