Warranty who is responsible for replacement?
HI
First time ever, one of my customers has come back after almost a year, two weeks before the warranty expires, claiming that the printer does not work.
I asked them to contact the manufacturer to get a replacement. He argued back saying the contract is with me and I am responsible.
What is the Amazon policy here?
Regards
Akila
Warranty who is responsible for replacement?
HI
First time ever, one of my customers has come back after almost a year, two weeks before the warranty expires, claiming that the printer does not work.
I asked them to contact the manufacturer to get a replacement. He argued back saying the contract is with me and I am responsible.
What is the Amazon policy here?
Regards
Akila
35 replies
Seller_z6B2L9xab6HlP
EU law states it should be a minimum two year warranty (with UK law providing some rights up until 6 years after purchase), but after 6 months it’s the customer’s responsibility to prove the item was faulty when purchased. I’d ask them to return it to you (and specify the service to be used in case it turns out you need to refund that), then inspect it to see if there’s something easily resolvable.
This link might also help: https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/claim-using-a-warranty-or-guarantee/
Seller_EJIX7rqDNQJi2
Do you mean that the product itself is covered by the manufacturer’s warranty? If yes, then the buyer shouldn’t have a problem with contacting the manufacturer and demanding a repair/ replacement.
Otherwise, the buyer would need to prove that the product was faulty at the time of receipt.
Seller_eNqHe17xDghld
Thank you all for the responses. I am a bit surprised by the number of responses. Anyway, here is what Amazon Seller Support has said -
From your email, I understand that your concern is regarding the Order ID: XXXXXX for which Buyer has come back after almost a year, two weeks before the warranty expires, claiming that the printer does not work. I apologize for the inconvenience caused. Please allow me to address you for the same.
I have reviewed your case and would like to inform you that as per the Amazon Policy, the buyer should contact the manufacturer because the Order has crossed a year time. Hence no need to worry as you are at fault. Amazon is totally with you in this scenario.
Moreover, I would like to inform you that the Buyer is not eligible to take any actions against you for this Order (A-Z Claim or negative feedback)as it has passed 1 year.//
I wrote back saying is he sure about this as the year has not expired which he acknowledged in his first sentence. But then he says a year has passed. So confused.
Seller_X0Ya0GVGabCk2
I purchase printers all the time , and there is also a leaflet in requesting you register product for warranty .
It even comes on my Pc when the HP printer is nearing it end of warranty asking me to pay to extend .
Seller_eNqHe17xDghld
HI (PeterB, Stockings)
That is correct the item is less than one year old which the Amazon staff acknowledged in the first sentence but later he said it is beyond one year. It is short of two-weeks but that is still less than a year.
I have already asked for the Serial Number from the customer so I can speak to HP and get the item replaced.
What I am not clear about is - who should replace the item? The buyer is saying I should replace it and claim the replacement from HP. I thought it is the buyer that should contact HP and get it replaced as they are the ones give the warranty.
Thank you all for your contributions.
Seller_y7wlA8Npjq1Or
In the first instance the customers point of contact is with the seller.
The warranty will only cover fault or defect.
Get them to send to you as your obligation is to inspect the printer and repair but only f faulty or defective.
If the printer has done allot of printer wear and tear is not covered under any warranty anywhere.
Domestic printer are designed to printer a minimal number of pages (ie a few pages now and again not daily use) and will give years of service if used at the home office level.
I used to do warranty work on vacuums and had to turn some down when a cleaning firm brought in a load with blown motors. They were cleaning large offices with a £100 home vacuum.
Seller_oNkw9kyPXNhg7
Any warranty is in addition to consumer rights and if the buyer wants to claim under the warranty then they have to follow whatever terms come with it and that may well be to contact the manufacturer.
As far OPs responsibility goes, the customer is required to demonstrate an inherent fault if the retailer requests such as the sale is past 6 months.
If a fault is present the retailer may repair, replace or refund and any refund may be reduced to take account of the use it has had against it’s expected life time.
If this were a cheap printer the buyer could end up receiving just a small refund by insisting to deal with the retailer where as the manufacturer may simply replace the unit if the terms of the warranty offer this. The request to replace the printer is not one the retailer must adhere to, the buyer probably doesn’t realise this.
Simply put there is an onus on the retailer to take action but the customer may be in a far better position by contacting the manufacturer and making a claim under their warranty.
Seller_xUKHc5xSYJmI4
Hi
The claim is under the manufacturer 12 month warranty period. Since the manufacturer administer claims the under the warranty the customer should contact the manufacturer. The manufacturer would check the appliance to see whether the claim is covered or not . Also when the customer purchased the item they would have registered the warranty online or by post.
