A resident of Riec-sur-Bélon in Finistère has been left waiting five months for a major retail store to repair his robotic lawnmower, prompting legal guidance on consumer rights on French television network TF1. The customer, identified as Benjamin, dropped off the appliance at the store after-sales service desk in March, seven years after purchasing it at the same location, but has received no timeline for its return.
After five months of inaction, the retailer informed Benjamin that replacement parts were difficult to obtain because the machine is an older model that is no longer manufactured. The store offered him the choice of either waiting indefinitely for the missing component to arrive or taking the unrepaired lawnmower back in its current condition.
Benjamin had agreed to a repair estimate of approximately 200 euros, but the document did not specify any completion deadline. In its latest communication, the repair service stated that it had no replacement part or timeline to date, adding that the manufacturer hoped to deliver the component in September.
Consumer rights and legal repair deadlines
Addressing the case on the daily advice segment Le 13H à vos côtés, journalist Ani Basar explained alongside presenter Isabelle Ithurburu that French law does not specify a maximum legal repair duration. However, under service contract rules, service providers are required to state an expected performance date or timeframe on estimates.
When a repair estimate omits a completion date, professionals must complete the work within a reasonable timeframe based on the complexity of the repair and component availability. Standard legal precedent under the French Consumer Code generally expects service providers to fulfill their contract within a maximum of 30 days after an estimate is signed.
Basar noted that while supply shortages for rare parts can justify a delay, repairers remain obligated to provide a clear projected completion date. Because the retailer failed to provide a timeline, the delay can be deemed unjustified under consumer protection laws, allowing the customer to issue a formal notice of default by email or registered letter.
Contract cancellation and dispute mediation
If a repair shop fails to take action after receiving a notice of default, the customer has the right to terminate the contract through a follow-up letter. Legal advisors warned that the situation becomes more complicated if the shop has already disassembled the machine into spare parts before returning it.
Should the dispute remain unresolved, consumers are advised to contact an independent consumer ombudsman. Contact details for the designated mediator are typically published on the retailer website or within its general terms of sale.
Criteria for claiming financial compensation
Consumers can legally request financial compensation for repair delays, but they must prove that the delay caused concrete harm. Benjamin argued that the delay prevented him from maintaining his lawn and enjoying his garden during sunny weather.
Lawyer Emma Leoty, consulted by the show, stated that being unable to enjoy a garden during warm weather is generally considered too weak an argument for a judge to award damages. However, Leoty explained that financial compensation alongside a full refund would be justified if the customer required the mower for professional work or had set a strict repair deadline to prepare the garden for a major event such as a wedding.
Viewers seeking assistance with daily consumer disputes can submit video questions directly through the TF1 segment dedicated webpage or send an email to [email protected].
