JasonOfOz Posted October 29, 2012 Share Posted October 29, 2012 Hi Everyone, Would be great to get a cross section of views on this one... We installed a system for a client over 12 months ago. In that time they have not chosen to take out a maintenance contract. One of the parts failed but fortunately they are still covered under warranty and so the manufacturer replaced it. However by the time the issue was diagnosed and resolved, many hours passed and cost of labour became substantial. I am positive our client will be happy to pay for our expertise / time. Having a been a client myself, I was wondering whether or not I would be "happy" to pay, since the problem was down to faulty equipment not necessarily neglect (and even if a maintenance contract were in place, I doubt we would have found this particular problem). Sure we can deal with this through the T&Cs and "fine print" but we don't like to leave a sour taste in our client's mouth. Should the manufacturer wear the cost? After all it's their equipment? In this case we will charge since it is not under maintenance but it would be great to get your views. (If it were maintained then we would possibly provide the labour at cost) Thanks, Jason Quote Link to comment Share on other sites More sharing options...
Oxo Posted October 29, 2012 Share Posted October 29, 2012 Was it a "known" fault? As you say under warranty, but non maintained. It is chargeable IMHO. But for goodwill discuss and offer cost.If they take out a maint agreement. Quote Link to comment Share on other sites More sharing options...
norman Posted October 29, 2012 Share Posted October 29, 2012 However by the time the issue was diagnosed and resolved, many hours passed and cost of labour became substantial. Not the end users fault, the repair should be at no cost to the client. If you asked me to stump up I may offend you with my answer. Quote Nothing is foolproof to a sufficiently talented fool. Link to comment Share on other sites More sharing options...
james.wilson Posted October 29, 2012 Share Posted October 29, 2012 Norman I don't agree. Chargable imo. How long out of contract is it Quote securitywarehouse Security Supplies from Security Warehouse Trade Members please contact us for your TSI vetted trade discount. Link to comment Share on other sites More sharing options...
norman Posted October 29, 2012 Share Posted October 29, 2012 So you take your car to the garage with a knock with 1 month left of the warranty, 2 months later they finally diagnose and tell you it's out of warranty? Quote Nothing is foolproof to a sufficiently talented fool. Link to comment Share on other sites More sharing options...
james.wilson Posted October 29, 2012 Share Posted October 29, 2012 Oh no, if it was reported before expiry then we would cover it all. Quote securitywarehouse Security Supplies from Security Warehouse Trade Members please contact us for your TSI vetted trade discount. Link to comment Share on other sites More sharing options...
norman Posted October 29, 2012 Share Posted October 29, 2012 exactamundo JW Quote Nothing is foolproof to a sufficiently talented fool. Link to comment Share on other sites More sharing options...
PeterJames Posted October 29, 2012 Share Posted October 29, 2012 We give 12 months wtee regardless of manufacturers wtee. After that it is chargeable full stop. Quote Link to comment Share on other sites More sharing options...
norman Posted October 29, 2012 Share Posted October 29, 2012 Agreed, but there is a grey area with EU and 6 years I seem to remember (fit for purpose?) Ah, not clear cut but here.. http://www.oft.gov.uk/business-advice/treating-customers-fairly/sogahome/sogaexplained Quote Nothing is foolproof to a sufficiently talented fool. Link to comment Share on other sites More sharing options...
PeterJames Posted October 29, 2012 Share Posted October 29, 2012 Agreed, but there is a grey area with EU and 6 years I seem to remember (fit for purpose?) Ah, not clear cut but here.. http://www.oft.gov.u...e/sogaexplained Yes there is six years if you discover something that should of been done properly, statutory rights but not really a wtee Quote Link to comment Share on other sites More sharing options...
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