The producer’s guarantee of product quality
The producer (performer) sets a warranty period for long-use goods and services; it is counted from the day the product is sold to the consumer, or, if the sale date cannot be established, from the manufacture date. During the warranty period the producer must ensure normal operation of the product and its components; the period is stated in the product passport or in a document given with the product. Medicines, food and household chemicals must show the manufacture date, shelf life and storage conditions; selling goods without a date or past the expiry date is prohibited (such products should not be consumed, especially medicines; if in doubt, consult a pharmacist or doctor). Completeness means the product matches the set specified in the contract or by custom; if an incomplete product is handed over, the buyer may demand a price reduction or completion within a reasonable time, and if the seller does not comply, replacement or cancellation of the contract with refund and compensation of loss. If a problem arises, one should first try to settle it with the seller; if that fails, state bodies — authorised agencies for standards, sanitary-epidemiological supervision, competition and consumer-rights protection (their names and structure change over time) — consider complaints, supervise and may apply to court. Public consumer associations also help protect rights. A consumer may go to court personally: the claim is normally filed in the court where the defendant or the consumer is located or where the harm occurred, and such claims are exempt from state duty.
“Complaint chain” role-play: in groups of three — a buyer, a seller and a representative of an authorised body. The buyer drafts a written claim (date, product, defect, demand, copy of receipt), the seller replies, the representative explains next steps. No real persons or firm names are used.