🇧🇷Brazil

Multas por Descumprimento da Garantia Legal (CDC Art. 18)

3 verified sources

Definition

CDC Article 18 establishes that suppliers (including repair services) must resolve product defects within 30 days. If unresolved, consumers can demand replacement, full refund with monetary adjustment, or proportional price reduction. Non-compliance exposes firms to administrative fines, PROCON enforcement, and class-action lawsuits.

Key Findings

  • Financial Impact: Estimated: R$ 2,000–10,000 per unresolved claim (refund + correction + potential PROCON fine); 30+ claims/month in medium-sized repair operations = R$ 60,000–300,000 annual exposure.
  • Frequency: Per each warranty claim that breaches 30-day resolution window
  • Root Cause: Manual claim intake, verification delays, lack of centralized deadline tracking, communication gaps between repair technicians and customer service

Why This Matters

The Pitch: Brazilian furniture repair firms waste administrative capacity and face regulatory exposure by manually processing warranty claims beyond the 30-day legal window. Automation of claim intake and deadline tracking eliminates missed compliance windows.

Affected Stakeholders

Customer Service, Repair Technicians, Operations Manager, Warranty Administrator

Deep Analysis (Premium)

Financial Impact

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Methodology & Sources

Data collected via OSINT from regulatory filings, industry audits, and verified case studies.

Evidence Sources:

Related Business Risks

Retrabalho e Custos de Substituição por Defeito Não Identificado

Estimated: R$ 150–400 per rework cycle (2–4 hours technician time + materials); typical shop experiences 5–15 rework cycles/month = R$ 9,000–60,000 annual rework cost.

Reembolsos Forçados e Perda de Margem por Inobservância de Prazos

Estimated: R$ 500–2,500 per forced refund (average repair value + 10% monetary correction); typical shop processes 10–20 warranty refunds/month = R$ 60,000–600,000 annual margin loss.

Paralização de Capacity por Disputa de Garantia Não Resolvida

Estimated: R$ 30,000–100,000 annual lost capacity (assuming 2–4 high-value items disputed/month, R$ 1,000–2,500 labor value each = R$ 2,000–10,000/month × 12 months).

Cancelamento de Clientes por Lentidão em Processamento de Reclamação

Estimated: 10–15% annual churn rate × average customer lifetime value (R$ 5,000–15,000) = R$ 5,000–22,500 lost per 10 churned customers annually.

Faturamento Perdido por Garantia Não Diferenciada entre Vendas e Serviços

Estimated: 5–12% of warranty service revenue not captured = R$ 30,000–150,000 annually (assuming R$ 300,000–R$ 1.5M annual warranty revenue for mid-sized shop).

Upsell Perdido por Falta de Visual Damage Report

R$200-R$1.000 por job perdido (15-25% ticket médio)

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