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Email template to file a warranty claim with a manufacturer

Something you bought has stopped working, and it is still inside the warranty period. A warranty is the maker's written promise to repair or replace the product if it fails within a set time. The store you bought it from may point you to the manufacturer, and the manufacturer usually wants the claim in writing anyway. Email gives you a dated record of when you reported the problem, which matters if the warranty runs out while they take their time. It also lets you attach photos and the receipt in one place instead of describing the fault over the phone to someone who then asks you to send it all by email.

Before you send

  • The product's model number and serial number. They are on a label on the back or bottom, or in the settings menu of an electronic device.
  • Proof of purchase: the receipt or order confirmation with the date. The warranty clock starts on that date, not when you first used it.
  • A plain description of the fault, when it started, and what you have already tried. Two or three photos or a short video of the problem help a lot.
  • The warranty terms, if you can find them. The box, the manual, or the product page on the maker's site will say how long coverage lasts and what it excludes.
  • Under US federal law, a maker cannot refuse a warranty claim just because you used a third-party part or had it serviced elsewhere, unless they can show that caused the failure.
Subject Warranty claim for [product name], model [model number], serial [serial number] 
Hello,

I'm writing to file a warranty claim for a [product name], model [model number], serial number [serial number]. I bought it on [purchase date] from [store or website], and I've attached the receipt.

The problem: [describe the fault in one or two sentences, for example "the unit powers on but the display stays blank"]. It started on [date the problem began]. I have tried [what you tried, for example "a full reset and a different outlet"], with no change. Photos of the issue are attached.

The product is within the [length of warranty] warranty. I'd like it repaired or replaced under that warranty. Could you tell me what the next step is, whether I need to ship it in or take it to an authorized service center, and who covers the shipping?

I'd appreciate a reply by [date about a week out] so we can get this moving before the coverage period gets any shorter.

Thanks,
[Your name]
[Your phone number]
[Your shipping address]

Everything in brackets is yours to fill in. Keep the rest as it is or change the tone to match how you write.

After you send

  • Most makers reply with a case number and either a prepaid shipping label or the address of a service center. Keep the case number in every later message.
  • A bad answer is "not covered" with no reason, or a request to buy a "diagnostic" first. Reply once asking them to point to the exact exclusion in the warranty terms that applies.
  • If a week passes with no reply, send the same email again with "Second request" in the subject, and copy the store where you bought it. Stores often have their own line to the maker.
  • If the maker refuses and the product is a few weeks old, go back to the store's own return policy or, if you paid by card, ask your card issuer about disputing the charge.

Or don't send it yourself

Forward the job to myagent@standinfor.me and let StandIn run the whole thread.

StandIn is an email assistant that handles conversations with businesses for you. You write it one email saying what you need. It writes to the business, waits for the answer, follows up when they go quiet, pushes back on the number when it should, and brings the results back to your inbox for you to decide. You don't need to install an app or sign up. The first email you send is already the start of the task.

Hand this to StandIn opens an email to myagent@standinfor.me with the job already written out

To myagent@standinfor.me Subject File a warranty claim for a broken product 
Hi StandIn,

Please file a warranty claim with the manufacturer for something I bought that has stopped working, and see it through until it is repaired or replaced.

The product: [name, model number, serial number].
Where and when I bought it: [store or website, purchase date].
What's wrong: [the fault, when it started, what I've tried].
Proof I have: [receipt, photos, video].
My shipping address: [street address].

Handle the back-and-forth, get me a case number and a shipping label or service center, and if they push back, ask them to justify it against the written warranty terms.

Thanks,
[Your name]

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