Describes what is customary in the market for sales and customer support.
Last Published: 6/21/2019

Spanish consumers are becoming more demanding when it comes to after-sales and customer service. At the industrial level, service and technical support remains an important competitive factor. After-sales service is a requisite for government procurement.

Customer service is not as developed as it is in the United States; though, the larger department stores and new retailers (usually foreign) have return policies similar to those in the United States. In recent years, customer and end-user organizations have gained ground in their effort to acquire greater protection and fair treatment for consumers. These entities are similar to the Better Business Bureaus.  OCU (Organización de Consumidores y Usuarios) is the best organized of these entities.

OCU, Organización Consumidores y Usuarios
Calle Albarracín, 21
28037 Madrid
Tel: 902 300 187
Fax: 917 543 870

The producer is liable for damage caused by a defect in his product under the 1985 Directive on Liability of Defective Products. The victim must prove the existence of the defect and a causal link between defect and injury (bodily as well as material). A reduction of liability is granted in cases of negligence by the victim.
 
Product Safety
The EU General Product Safety Directive requires the producer and distributor to notify the Commission in case of a problem with a given product. The Directive also includes provisions on product recalls, the creation of a European Product Safety Network, and a ban on exports of products to third countries that are not considered safe in the EU.

Legal Warranties and After-Sales Service
Under the 1999 Directive on the Sale of Consumer Goods and Associated Guarantees, professional sellers are required to provide a minimum two-year warranty on all consumer goods sold to consumers. The remedies available to consumers in case of non-compliance are:

  • Repair of the good(s);
  • Replacement of the good(s);
  • A price reduction; or
  • Rescission of the sales contract

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