Your washing machine stops mid-cycle, the fridge starts leaking water, or the air conditioner blows warm air — and the appliance is still under warranty. Knowing what to do if a product stops working during warranty can be the difference between a free repair and a bill you should never have had to pay.
The good news is that the process is straightforward once you know the steps: stop using the appliance safely, gather your proof of purchase and warranty details, contact the right service channel, and document everything. This guide covers exactly what to do, in what order, and what to do if the brand or retailer pushes back.
Quick Answer
If a product stops working during warranty: switch it off and unplug it if it is unsafe, note exactly what went wrong, find your invoice and warranty terms, and contact the brand’s authorised service centre or the retailer to raise a claim. Do not attempt a DIY repair or use an unauthorised technician first, as that can void the warranty. Keep a written record of every call and visit until the issue is resolved.
What to Do If a Product Stops Working During Warranty: The Process
The steps below are in the order that works best: secure the appliance, document the fault, confirm your coverage, raise the claim with the right channel, and keep a written record until it is resolved. Rushing to a repair shop or opening the unit yourself is the most common mistake — it can void the very warranty you are relying on.
Step 1: Make It Safe and Document the Problem
Before anything else, protect yourself and your home:
- Switch the appliance off and unplug it if there is smoke, burning smells, sparking, or water near electrical parts.
- If it is a refrigerator or freezer, move perishable food to keep it safe while you wait for repair.
- Write down exactly what happened: when the fault appeared, what the appliance was doing, any error codes on the display, and any unusual sounds, smells, or leaks.
- Take clear photos or a short video of the fault and of the model/serial-number sticker.
This documentation matters twice: it helps the technician diagnose the fault, and it protects you if anyone later claims the damage was caused by misuse.
Step 2: Confirm the Product Is Still Under Warranty
Check the purchase date on your invoice and the warranty terms — the standard period for most appliances in the UAE is one to two years, sometimes longer for parts like compressors. If you have not checked before, now is the time: our guide on how to check an appliance warranty walks through finding your coverage using the model and serial number.
If you are unsure how warranties work in general, the section above on coverage and exclusions covers the key points.
Step 3: Contact the Right Place First
For most appliances, the manufacturer’s authorised service centre is the correct first contact — the warranty is the brand’s promise, not the shop’s. However, if you bought the item very recently, the retailer’s own return or exchange policy may give you a faster remedy, such as a replacement unit.
When you call or visit:
- Describe the fault clearly and give the model and serial number.
- State the purchase date and confirm the unit is under warranty.
- Ask for a complaint or job reference number and the expected timeline.
- Ask whether the visit, diagnosis, parts, and labour are all covered — get this confirmed before the technician touches the appliance.
If you bought the product online from a UAE-registered seller, your order confirmation serves as proof of purchase. Have your invoice, warranty card, and a photo ID ready so the claim is not delayed by paperwork.
Step 4: During the Repair Visit
When the technician arrives or you take the appliance to a service centre:
- Show the documented fault and explain the timeline of what happened.
- Ask the technician to confirm in writing whether the fault is covered under warranty before any work begins.
- If parts need ordering, ask how long it will take and whether a temporary replacement is offered.
- Keep copies of the job sheet, diagnosis report, and any receipts — even for warranty work, paperwork proves what was done and when.
Never let an unauthorised repair shop open the appliance while a warranty claim is in progress. Even a well-meaning local technician can void the remaining warranty the moment a seal is broken.
Step 5: If They Say the Fault Is Not Covered
Sometimes the service centre will claim the damage is excluded — caused by misuse, a power issue, or normal wear. Do not accept this at face value:
- Ask for the reason in writing, citing the specific warranty clause.
- Challenge it politely: if the appliance was installed and used normally, say so and offer your documentation as evidence.
- Escalate within the company: ask for a supervisor or the brand’s UAE customer-care management, referencing your job number.
- Go back to the retailer: the shop that sold you the product also has obligations, and they may intervene with the brand on your behalf.
If the claim is formally rejected and you believe the rejection is unfair, follow our guide on what to do if a warranty claim is rejected, which covers escalation steps including consumer protection channels.
Know Your Rights in the UAE
UAE consumer protection law gives buyers solid backing. Suppliers must provide correct information about the goods they sell, issue a dated invoice, and settle consumer disputes promptly. Consumers have the right to fair compensation for damages suffered from defective goods. If a brand or retailer refuses to honour a valid warranty, you can file a complaint with the Ministry of Economy’s consumer protection department or your emirate’s economic department — the official UAE government consumer protection portal lists the available complaint channels.
For a deeper look at the legal framework behind all of this, see our overview of UAE consumer protection laws. Knowing the law is useful not because you will need a lawyer for a broken washing machine, but because mentioning your rights calmly and accurately often moves a stalled claim forward.
When a Replacement Makes More Sense Than a Repair
Some faults keep coming back. If the same problem is “fixed” two or three times and reappears, or the appliance is out of action for weeks waiting for parts, ask whether the brand will replace the unit instead of repairing it again. Replacement policies vary by brand, but repeated failures of the same component strengthen your case considerably. See how to request a replacement product for the exact approach.
Mistakes That Can Void Your Warranty
- Opening the appliance yourself or letting an unauthorised technician repair it
- Using the appliance in ways the manual warns against (wrong voltage, overloading, outdoor use for indoor models)
- Skipping required professional installation for items like split ACs or built-in ovens
- Losing the original invoice — without proof of purchase, most brands will not process a claim
- Waiting too long: report the fault as soon as you notice it, and never after the warranty has expired
That last point about paperwork is worth stressing — keeping the original invoice somewhere safe, with a photo backup on your phone, makes any future claim far easier.
Frequently Asked Questions (FAQs)
What should I do first when my appliance stops working under warranty?
Make it safe (switch off and unplug if there is any hazard), document the fault with notes and photos, then contact the brand’s authorised service centre with your model number, serial number, and proof of purchase. Do not attempt repairs yourself first.
Can I get a refund instead of a repair?
Usually the brand will offer repair first, since that is what the warranty promises. A refund or replacement becomes realistic if the product cannot be repaired, the same fault keeps recurring, or the retailer’s own return policy allows it for recent purchases.
How long should a warranty repair take?
There is no fixed legal timeframe, but a straightforward repair typically takes a few days to two weeks, depending on parts availability. Always get a timeline in writing, and follow up using your job reference number if the deadline passes.
What if the service centre says the damage is my fault?
Ask for the specific warranty clause in writing and challenge it with your documentation if the appliance was used normally. Escalate to a supervisor, then to the retailer, and if the rejection stands, use the consumer protection complaint channels listed on the UAE government portal.
Do I have to pay for the technician’s visit under warranty?
For a genuine warranty claim, the diagnosis visit, parts, and labour should be covered. Confirm this before the visit — some brands charge a visit fee if the fault turns out to be excluded, so get the terms clear upfront.
What if my warranty expired last week?
It is still worth calling: some brands offer a short goodwill window for faults reported just after expiry, especially for expensive appliances. Be polite, explain the timing, and ask. If they refuse, you will be paying for the repair, so get a quote from the authorised centre and compare it with reputable independent repair shops.
The Bottom Line
When a product stops working during warranty, the winning formula is simple: act quickly, document everything, contact the authorised service channel with your proof of purchase in hand, and keep a written record until the job is done. Most claims go smoothly when the paperwork is in order — and if yours does not, UAE consumer protection channels exist precisely for that situation. The warranty is a promise you paid for; use it.
Last Updated: 8 October 2026
About the author: Zaviyar Sultan is a UAE-focused writer at Paxi, covering driving, visas, banking, insurance and everyday UAE life. His guides are researched from official UAE government and regulator sources and updated regularly.
Paxi is an independent informational website, not affiliated with the UAE government or any agency mentioned; content is general information only, not legal, immigration or financial advice; verify critical details with official sources before acting.