Water filter refund claim thrown out
Published on: Fri, Jul 25, 2025
By: Crystal E Hermenegildus Text Size: The Tribunal accepted the respondent's position and noted that the Claimant had fully utilised the product since 2016, and had received all the agreed maintenance services up to this point. Kota Kinabalu: The Consumer Claims Tribunal has dismissed a claim by a man seeking continued maintenance or a full refund for a water filter that has since been discontinued by the manufacturer. Tribunal President Salmi Zalinah Abdul Rahim ruled that the manufacturer, Coway Malaysia Sdn Bhd, was not contractually obligated to continue servicing the product beyond the stated service period, especially after production and spare parts had ceased. The Claimant had purchased a Coway Villaem water filter on December 23, 2016, under a five-year instalment plan with monthly payments of RM125. After completing his payment contract, he continued subscribing to annual maintenance services, paying RM693 per year until the agreed maintenance period expiry on March 31, 2025. However, the claimant was informed by Coway that the periodic maintenance service for his unit would no longer be available after that date, as the Villaem model and its replacement parts were no longer in production. Dissatisfied, he filed a claim demanding either: the respondent continue the maintenance service for his existing unit, or the Respondent Coway refund him the full price of the water filter and accept its return so that he could purchase a new one. In response, Coway informed the Tribunal that the Villaem model had been discontinued since September 6, 2019, and spare parts would only be supplied while stocks lasted. It explained that the model had been replaced with the Villaem II in March 2019, and more recently by the Villaem III in December 2024. The respondent also referred to the terms and conditions of its Service Application Membership Form, which states that while it will make 'best effort' attempts to continue maintenance services after discontinuing a product, it is under no obligation to do so beyond a reasonable period, and customers are not entitled to damages or compensation if services cannot be sustained. The Tribunal accepted the respondent's position and noted that the Claimant had fully utilised the product since 2016, and had received all the agreed maintenance services up to this point. In her ruling, Salmi said it would not be reasonable for the Claimant to expect a full refund for a product that had been used extensively over a number of years. * Follow us on our official WhatsApp channel and Telegram for breaking news alerts and key updates! * Do you have access to the Daily Express e-paper and online exclusive news? Check out subscription plans available.
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