Customer demands to pay for installation costs for a faulty item
We sold a master blaster that seems to be faulty. We are not the manufacturer, we are a reseller. We offered full refund for the faulty item. But the customer want us to reimburse his installation costs on the top of the refund. He sent us an invoice of £156 from his electrician and making threats for claims. The electrician charging him for 4 hours work, however, it should have been evident in the first 10 minutes that the item is faulty; if it is faulty. Can he enforce this additional claim?
Customer demands to pay for installation costs for a faulty item
We sold a master blaster that seems to be faulty. We are not the manufacturer, we are a reseller. We offered full refund for the faulty item. But the customer want us to reimburse his installation costs on the top of the refund. He sent us an invoice of £156 from his electrician and making threats for claims. The electrician charging him for 4 hours work, however, it should have been evident in the first 10 minutes that the item is faulty; if it is faulty. Can he enforce this additional claim?
0 replies
Winston_Amazon
Hey there @Seller_7nPdaC3fHP8so,
I should think not, that said, would you be able to provide the order id with me?
Seller_ZQyopdiwkUHOZ
I don't know this for sure, but I would have thought the obligation was on the Buyer to verify that the tool they ordered was operational before the electrician came.
Seller_ZJhFeE3tNKzfh
I would also say no.
For example, if the electrician had procured the master blaster themselves, gone to install it and found it to be faulty then the customer would I imagine not be charged for the additional time needed to install the second one.
In this instance, the customer has hired the electrician to fit a product they purchased. Its on the customer to ensure what they are providing the electrician is as needed. That I assume is the risk in doing it this way as opposed to allowing the electrician to purchase the relevant items.
Seller_KQwXr5kY5oIPO
Under the consumer rights act, you are only obligated to replace like for like or refund the value of the order as paid by the customer. That is as far as your "contract" with the customer goes.
Any extra costs incurred outside of this contract are not your responsibility as they are part of the contract the customer and the electrician entered into when the buyer employed the services of the Electrician.
Seller_7nPdaC3fHP8so
@Winston_Amazon@Seller_ZQyopdiwkUHOZ@Seller_ZJhFeE3tNKzfh@Seller_KQwXr5kY5oIPO
Thank you for your replies. We said no too. But then he quoted Section 9 Consumer Rights Act 2015- consumer’s rights to damages from seller of defective goods in breach of section 9 CRA 2015. Have you come across this previously?
Seller_7nPdaC3fHP8so
Many thanks for all the replies, it is much appreciated.
Seller_2BSBgE3FJzlK4
should have told them to return it, then refund.
no other action needed
Seller_tRuvBEHDedp4q
As others have said I would suspect your obligation is only to refund the original cost - not the extra expenses.
This is similar to those people who book tickets and a hotel for a show. If the show gets cancelled they can only claim the cost of the ticket - not the extra hotel costs.
But check your business insurance as it often offers a free legal advice line and use it to get professional advice.
Seller_voW9gFQs6cI1A
No he can not your contract is to supply goods to the purchaser, you have no responsibility for costs between other parties. the only time that you may be responsible as an example you supply product that you know is faulty and it causes damages (that would be extremely hard to prove) other than that its the manufacturer that is at fault for damage caused by faulty products. as it is just installation costs there is literally nothing they can do to you or the manufacturer.
I would state to the buyer that he he continues to harass you that you will be forced to report him to amazon and the police (I would do that anyway so there is a record of events should he continue)
