Blown LED lamp, who pays?

[HappyHippyDad]

Afternoon all...

I have just had a customer ring up and ask me to change his LED lamp. I fitted then in June 2014 so it is just outside the warranty that I offer of 1 year. However, these are LED lamps and you expect them to last longer than a year, this is one of the reasons why the customer chose them.

My dilema is what to charge him?

I have said that I will take the lamp and send back for a refund (so no charge) but I will have to charge him a little just to cover time/diesel etc. Does this seem reasonably?

I realise LED's are supposed to last much longer and I'm sure they do in general, but if they do blow after a year or 2 I cant really see that we can be expected to replace the light bulb for free?

ps.. whats with the odd links that automatically get put in... i.e LED lamp automatically links to a tiltable Piano lamp in Germany!! Thats helpful

 

[Leesparkykent]

Did you put a % on the job for any callbacks? Personally if it's not that far and I was passing I would probably change it for free or if it was out the way I would send it to the customer in the post and tell them to change it themselves.

 

[HappyHippyDad]

Did you put a % on the job for any callbacks? Personally if it's not that far and I was passing I would probably change it for free or if it was out the way I would send it to the customer in the post and tell them to change it themselves.

I tend to put a small mark up on prices of materials, more to cover the cost/time of sourcing. I think I'll return this time for free as another phone call will look silly. I'll then mention if it happens again I'll post a lamp but if they want me to actually fit it then they will have to pay for that.

 

[Leesparkykent]

I tend to put a small mark up on prices of materials, more to cover the cost/time of sourcing. I think I'll return this time for free as another phone call will look silly. I'll then mention if it happens again I'll post a lamp but if they want me to actually fit it then they will have to pay for that.

I think that's fair enough.

 

[SJD]

I've replaced a few now that have failed after 1 year but less than the 3 or 5 year manufacturer or suppliers warranty. These have all been integrated fittings, not easy for the customer to change. So far, I've not charged at all, but tried to fit in changing them when passing, to minimize my time/travel.

Although a cost to me, I know in one case the fact that I've come back without charging has got me several recommendations and additional work.

 

[Richard Burns]

I always tell customers that there should be no problems with my work so if anything is wrong then I will respond at no cost, it does cost me at at times but gives peace of mind to customers (and encourages me to ensure that I am correct that there are no problems!)

 

[Farmelectrics]

I've had similar it's a pain was thinking of in future giving the customer the wholesalers receipt for just the led lamps and if there's any issue to take them back themselves LEDs are great and the future but there still not without fault had a few dodgy ones but mainly ok

 

[Andy78]

I only replace with my labour free of charge within the first 12 months. I learnt the hard way when I fitted a batch of 27 sealed unit LED downlights from LEDhut. Within 6 months half had failed, Within 12 months all had failed. I eventually got a full batch replacement. Some of those have now failed.
Needless to say I made a big loss on that one.

 

[stevethesparks]

That surprises - and worries me, I had always thought that the LED Hut products were ok.

 

[Andy78]

That surprises - and worries me, I had always thought that the LED Hut products were ok.

Well they reckon it was an initial batch that was faulty, but they are still failing, just not as often.

 

[Welchyboy1]

Ive had that same problem, i NEVER fit all in one sealed units, fire rated downlight and LED GU10 only way to go now

offer a years free warranty to change any failures then after that tell them the wholesaler and part no. And they can do it thereself, or pay you for the labour costs

 

[davesparks]

Buy cheap, buy twice
If you get a good quality led fitting then you'll have no problems

 

[Lazlo]

It's like any other product you supply, if it has a one year warranty and you supplied it then really you should replace at your cost and return goods to supplier. If it didn't have a warranty then it maybe worth changing the lamps you're fitting to Osram or something or make the customer supply the materials if they want cheapy rubbish lamps then they will have to pay you to return to sort out.

ps.... had an LED GU10 go and cause a short there were about 15 of them and it was a nightmare finding which one had gone.....I supplied the lamps (with markup) so it was my responsibility to sort it out at my expense, you live and learn.

 

[Farmelectrics]

Never by LEDs in a white box with no logo ha ha had a similar mere once lesson learnt for me

 

[Farmelectrics]

Buy. And mare. Before someone corrects my poor spelling