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Denied warranty and servicing
Citroën

Did Citroën deny your vehicle’s warranty or charge for servicing and parts? See how to ask for the reasons in writing and understand your rights.

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What to do, step by step

  1. Ask for the warranty denial in writing, with the technical reason and the contract or manual clause relied on.

  2. Gather the owner’s manual, the warranty terms, the service history, the invoices and the service orders.

  3. Check whether the services were done within the deadlines and conditions set out in the manual; keep the receipts.

  4. Suitable spare parts that maintain the original specifications must be available during production and for a reasonable period afterwards (art. 32 of the CDC (Brazilian Consumer Protection Code)).

  5. If the denial seems improper, complain to Citroën with a protocol number and, if necessary, to Procon and on consumidor.gov.br.

Official channels: Citroën

Official website
citroen.com.br
Customer service (SAC)
0800 011 8088
Regulator
Procon · 151
consumidor.gov.br
Official government platform; filing a complaint is free

Frequently asked questions

Is the manufacturer’s warranty different from the statutory warranty?

Yes. The 90-day statutory warranty for durable goods exists regardless of any contract, and the manufacturer’s contractual warranty is complementary (arts. 24 to 26 and 50 of the CDC).

Do I lose the warranty if I have the service done at an independent workshop?

It depends on the conditions set out in the warranty terms and on the circumstances of the case. Before deciding, read the manual and, if possible, seek guidance to avoid risks.

Can the denial be verbal?

The consumer may demand the justification in writing. This makes it easier to analyze the case and serves as evidence in any complaint.

What are the official customer service channels of Citroën?

Official channels of Citroën: Official website: citroen.com.br; Customer service (SAC): 0800 011 8088. Write down the protocol number of every contact and, if the problem persists, file a complaint with Procon.

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