Growing complaints about product failures in South Africa are raising concerns about whether consumers are buying lower-quality goods or if products are becoming harder and more expensive to repair. The issue gained attention after the Competition Commission released draft guidelines on repair, service, and maintenance aftermarkets. The guidelines do not directly address planned obsolescence but touch on related concerns. Data from the National Consumer Commission and the Consumer Goods & Services Ombud show 3,006 complaints about goods that failed within six months of purchase or developed problems after repairs between January 2022 and September 2023.
Electronic products account for most complaints, with 904 issues reported with goods that failed within six months, 710 complaints about cellphones, 703 about household appliances, and 466 about entertainment electronics. The National Consumer Commission reported an increase in warranty claims under the Consumer Protection Act's six-month warranty provision. Between January and September 16 this year, 669 complaints involved products that failed within six months of purchase. However, regulators are cautious about linking these complaints directly to planned obsolescence.
The National Consumer Commission has not formulated a view on planned obsolescence in the South African market, citing the complexity of the issue. Product failures can result from manufacturing defects, component quality, normal wear and tear, or accidental damage. Global debates on product longevity have shifted beyond the idea of intentionally designed failures. The Competition Commission's aftermarket inquiry highlights various factors determining product lifespan, including software that slows device performance and design choices that make products harder to repair.
The Competition Commission's draft guidelines on repair, service, and maintenance aftermarkets may be used to investigate conduct associated with planned obsolescence. Commission spokesperson Siyabulela Makunga stated that planned obsolescence could include measures making repairs expensive and design choices limiting repairs. The commission's position links product lifespan to a broader discussion on competition and consumer choice. A product may become obsolete if spare parts are unavailable or repair costs approach the price of a replacement.
Evidence of these challenges is visible in local complaint data, with 592 complaints involving defects after repairs. Consumers reported problems with poor workmanship, recurring faults, unavailable parts, and difficulties obtaining further repairs. The National Consumer Commission is monitoring these complaints to determine the extent of the problem. The issue is attracting increasing regulatory attention internationally, with countries like France introducing repairability measures and Italy investigating manufacturers over software-related practices.
The Competition Commission studied cases from France, Italy, and Australia in its research into challenges affecting repair, service, and maintenance markets. Many electronic products are covered by manufacturer warranties extending beyond the Consumer Protection Act's six-month protection period. However, warranties do not fully address the longer-term question of durability. Once warranty periods expire, consumers may still encounter limited repair options or repair costs that make replacement the more practical choice.
For now, the National Consumer Commission is not considering specific measures aimed at planned obsolescence but continues monitoring supplier practices and market conduct. The regulator expects products under warranty to be repairable and have replacement parts available where necessary. The issue of product lifespan and repairability remains a concern for consumers and regulators in South Africa.
Key points
- The Competition Commission's draft guidelines on repair, service, and maintenance aftermarkets may be used to investigate conduct associated with planned obsolescence.
- Product failures can result from various factors, including manufacturing defects, component quality, and normal wear and tear.
- Regulators are monitoring supplier practices and market conduct to determine the extent of the problem.
