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    1. moorejoseph is offline

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      #1

      Product Warranty Period Exceeded - Do I still replace the product

      Have a shop selling digital and analogue cameras, and we offer a five month warranty on all our models. A gentleman came a couple days ago claiming that the shutter aperture on his Nikon purchased six months ago had stopped working. I checked it out, and yes, the aperture is sticking. My question is, do I replace the item or send him on to the manufacturer, since the warranty I gave him has expired?
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    2. lyndonb is offline

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      #2
      Check out the Trading Standards site. Legally speaking, you are still responsible for the item. So long as the shutter issue is not from the customer’s use (either proper or misuse), then it is a defect present in the camera when you sold it, and you are expected to either repair or replace it, should the fault come up “within a reasonable amount of time”. That reasonable amount of time is upwards of 6 years.

      The customer has certain statutory rights implied in that transaction, which you are legally bound to observe. These rights go beyond any warranty or guarantee.

      Under those same statutory rights, this gentleman must give you a reasonable amount of time to repair the shutter problem. You are not required to only provide a replacement, and as long as you can repair the problem, he is not due a replacement, and certainly not due a refund.

      If the flaw was already present, and you gave the customer an opportunity to thoroughly examine the camera, and the flaw should have been obvious in that inspection, then you owe him nothing. It sounds like this wasn’t the case, though.

      As far as personal advice, I would do a quick calculation as to the potential cost of making the repair vs simply replacing the item. If time/parts turns out to be anywhere close to the cost of replacement, I would just go ahead and give him a new camera. I could always go back and repair the faulty unit later on, and sell it as refurbished.
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    3. matthewwalker is offline

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      #3
      Go back over your contracts the supplier and see where you stand.

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