How to make a warranty claim that actually gets approved

Most declined warranty claims are not declined because a company is being difficult. They are declined because of two documents and one misunderstanding — all of which are avoidable if you know about them in advance.

The two documents that decide almost every claim

You need the original invoice or the warranty card. One of the two. Without one of them there is no way to establish your date of purchase, and the warranty period runs from that date.

Not from installation. Not from registration. From the date on the bill.

So the single most useful thing you can do on the day you buy a geyser is photograph the invoice and email it to yourself. It costs nothing and it survives house moves, floods and the drawer everything disappears into.

Registration is optional, and worth doing anyway

Your warranty is valid whether or not you register online. Registration is a convenience: it means we hold a verified copy of your purchase details, so if the paper is lost the record still exists.

It takes about two minutes and the certificate comes back by email. That is genuinely the whole benefit — nobody gains extra cover by registering, and nobody loses cover by not.

The misunderstanding: service is not warranty

This is where most disappointment happens, so it is worth being blunt.

A warranty covers manufacturing defects. A fault in materials, or in how the product was made. If the thermostat was faulty from new, or the tank had a weld defect, that is warranty work and it is free.

Servicing is maintenance, and it is chargeable even during the warranty period. Descaling, clearing a choked unit, replacing a consumed anode rod — these are things the appliance needs because of how it is used and what water runs through it, not because of how it was built.

What else is excluded, plainly

• Damage from voltage fluctuation, surge or lightning
• Damage from installation faults, missing earthing or an undersized circuit
• Damage from supply pressure above the tank's rating with no pressure reducing valve fitted
• Dry running — switching on before the tank has filled
• Physical damage, dents and cosmetic marks
• Repair or dismantling by anyone not authorised by us
• Commercial use of a product sold for domestic use — hotels, hostels, salons and the like

The complete list is in our warranty terms, and it is worth five minutes before you need it rather than after.

How to raise a claim

1. Register the complaint on our geyser helpline, or raise a service request on this site.
2. Have ready your mobile number, the model and capacity, the purchase date and the invoice.
3. You get a ticket number. Keep it — you can track progress with it.
4. A technician visits, normally within 24 to 48 hours depending on your area.
5. They diagnose and tell you the position — covered or not — before starting any work. If it is not covered you will be told the charge first.

Things that improve your odds

• Report faults early. Continuing to run a leaking or misbehaving unit can turn a small covered defect into consequential damage that is not covered.
• Do not let an unauthorised technician open it first. This voids the warranty entirely — not just for the part they touched. It is the most self-inflicted way to lose cover.
• Describe the symptom precisely. "Not heating at all" and "heating slowly" are different faults needing different parts. Precision means the technician arrives with the right one.
• Keep the rating plate readable. If it is obscured by the installation, the photograph you took on day one becomes valuable.

If you disagree with the outcome

Ask for the reason in writing, and escalate to customer care with your ticket number. If you are still not satisfied, you have rights under the Consumer Protection Act, 2019 that no warranty document can take away — including the National Consumer Helpline on 1915 and the consumer commission for your district.

We would much rather resolve it directly. But you should know the route exists, and any brand reluctant to tell you that is telling you something.