Join Date: Jul 2005
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see, now I'm on the other side of the counter on this one. I've been told that it's completely legal for me to offer a repair under the manufacturer's warrenty. E.g. a customer comes in with a mobile phone that's 10 months old and it won't switch on. No cosmetic damage, try to charge it and no joy. Should I offer a full refund on it, even though the same phone is now less than half the price they paid? I'd have it repaired for the customer - surely the law doesn't dictate that this person has had the use of a phone for 10 months and then get a full refund? Or even an exchange for the same price? That's called a free upgrade in my book.
Use a Tomtom as an example. Someone brings it in and demands a refund cos it won't turn on. If I don't send it away to the manufacturer, how do I know it's not broke cos the owner dropped it? Or dropped it in a puddle and dried it off?
Same with PSP/PS2/Xbox/360/laptops/pcs - do I legally need to replace or refund when it could be a virus or a power surge that's damaged it?
I personally stick to the letter of the company policy, using common sense also to try to judge if the customer is genuine.
I don't know the answer to all this, but I do know that some 'customers' take the pi$$ with what they expect a refund on. Genuine customers just want a product that works.
If at first you don't succeed...CHEAT!
Currently in nicolidus's garage:
BMW 325ti like an absolute prat!